Question & AnswerQ&A (OMBUDSMAN MEMORANDUM CIRCULAR NO. 01, S. 2013)
The purpose is to provide guidelines on handling Requests for Assistance (RAS) and other forms of public assistance to improve responsiveness and ensure high standards of public service delivery among frontline units of the Office of the Ombudsman.
A Request for Assistance (RAS) refers to any form of grievance or concern seeking redress, relief or public assistance, which does not necessarily amount to a criminal, administrative or forfeiture complaint, and within the primary scope of powers, functions, and jurisdiction of the Office of the Ombudsman.
Forms of assistance such as administering oaths, responding to queries, giving advice, and referring cases that are cognizable by other agencies are not considered RAS.
The public assistance unit and the records unit of each area or sectoral office shall coordinate and adopt guidelines for prompt evaluation and docketing of RAS and other assistance forms.
The matter shall be immediately referred to the Public Assistance Bureau for evaluation, docketing, and appropriate action.
Requests for Assistance are docketed as RAS, while other forms of assistance are given an internal reference number (OFA). RAS shall not be consolidated with complaints for fact-finding or regular Ombudsman cases.
The area office where the RAS is filed shall act upon it, particularly when geographical considerations require prompt response.
Initial action shall be made within the first three working days from receipt by the action officer. All appropriate actions shall be concluded within ninety calendar days from receipt of the docketed RAS.
A tracer shall be sent after 30 or 45 days, warning of the Ombudsman Act provisions. If still no action within 30 days after receipt of the tracer, filing of an appropriate administrative case against the concerned officer shall be recommended.
An RAS Final Report must be prepared stating the nature of the request, actions taken, approval or denial of the request, and recommended directives or actions. This report is submitted for approval and a copy is furnished to the requester.
It took effect on June 1, 2013, after fifteen days following its publication in a newspaper of general circulation and filing of certified copies with the University of the Philippines Law Center.
All RAS pending for more than ninety days as of the circular’s effectivity must be concluded within thirty calendar days. Directors or heads of public assistance bureaus are to monitor compliance and submit quarterly statistical reports to the Ombudsman.