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Office of Special Concerns
 
 
 
 
Our Constituents
 
 
 
 
 
 
       • OSC Profile        • System Overview
       • Objective        • Scope of Services
       • Background        • Policy Guidelines
 

Objective

In line with the CENTER's commitment to an efficient, transparent, fair and quality service to its constituents, the Office of Special Concerns (OSC) was established to function as the claimants' and the general public's "Help Desk" with regards to their queries, complaints, concerns and suggestions about the operations, policies, procedures, projects and services of the CENTER.

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Background

The Office of Special Concerns, an integral unit of the CENTER's Policy, Research and Planning Division and directly reporting to the Office of the Deputy Executive Director, was formally constituted as part of the support groups in the CENTER pursuant to Office Order No. 059-2000 dated 21 August 2000.

During this interim phase, the Office of Special Concerns will be given the CTS to manage and maximize so as to bring quality service to the CENTER's claimants.

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System Overview

The CTS which is an internet-based facility service was designed specifically to answer the status inquiries of the claimants and to monitor the performance of the CENTER's personnel as a whole. Its built-in interactive mechanism will also allow an efficient and effective interaction between the claimants and the CENTER.

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Scope of Services

1

Manage all requests emanating from claimants of the CENTER pertaining to the following concerns:
1.1
Status of claims with the :

Investment Incentive/Board of Investments Group
Duty Drawback/ Bureau of Customs Group
Tax Revenue/ Bureau of Internal Revenue Group
OSC's role shall involve the following:
  •  Identify where the particular claim(s) are
  •  Identify the issues that impede the resolution of the claim
  •  Recommend solutions to resolve the issues
  •  Secure approval for actions to be taken up with the Deputy Executive Director and the  Division Head
  •  Inform the claimant of the action taken and the expected resolution of their claims
1.2
Request for extension as to :

Compliance with deficiency requirements
Payment of the processing fee
OSC's role shall involve the following:

  •  Determine the validity of the request based on the reasons submitted by the claimant and on existing  policies regarding extension of compliance dates/ payment of fees
  •  Secure approval of the Executive Director (ED) / Deputy Executive Director (DED) of the request
  •  Inform in writing both the claimant and the Division Head concerned regarding the action taken
1.3
Reason(s) for denial of claim or disallowances made on approved claim
 
  •  Identify the reason (s) for the denial or disallowance
  •  Assess the validity of the decision taken

  •  Inform the claimant accordingly if the reason(s) are valid or discuss with the ED./DED reservations on the  actions previously taken by the CENTER if so warranted
  •  Inform the claimant accordingly
1.4
 For reconsideration of denied claims or for disallowed portions of a claim
 
  •  Assess with the Policy group the validity of the request
  •  Prepare recommendation to the ED/DED to uphold or dismiss the request
  •  Inform the claimant of the decision of the Center with respect to the request
  • For approved request, instruct the Operating Division to proceed with the implementation of the approved  request
  •  Monitor compliance of the instruction and inform the claimant accordingly
2
Manage Public Information related to the requirements of the Center:

2.1

Answer all queries on how to transact with the CENTER (i.e. apply for tax credits, who is entitled, requirements, etc.) and other related operational procedures

2.2

Respond to queries pertaining to policy guidance and clarification

2.3

Disseminate all relevant circulars, office and department orders pertaining to policy guidance and clarification

 

3

Monitor the status and movement of the following :

3.1

Claimants with substantial backlog in the CENTER

3.2

Claimants with unique claim conditions requiring policy and/or operational intervention in order to ensure appropriate CENTER response

4

Develop and manage a regular feedback mechanism from the constituents of the CENTER insofar as the following areas of concern:

4.1

Policy directions taken by the CENTER

4.2

Operational procedures adopted by the CENTER and how these procedures can be enhanced to further improve processing time/document requirements

4.3

Manpower performance(i.e. staff competence in the performance of their duties, integrity, courteousness, professionalism, etc.)

In addition, the OSC shall manage and respond to all complaints and suggestions that will be filed by the claimants on specific as well as general policy directives and operational concerns.

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Policy Guidelines

General Policies

1.
 Operating Hours - The Office of Special Concerns offers services to claimants and industry associations/chambers/public from 9:00 am to 5:00 pm daily - Mondays through Fridays.
2.

Manpower - The Office of Special Concerns is composed of dedicated Liason Officers who are tasked to handle this Office.

3.
 Turn-around Time - Resolution of a "concern" is set as follows:
 
a. 1 to 5 days general inquiries, claim status inquiry
b. 5 to 15 days requests for recomputation, reconsideration, extension
 

other concerns
·Maximum turn-around time is 15 working days

Scope of Services

Claim Status Inquiry
This Office is taxed to maximize the Claim Tracking System ( CTS ) in dealing with the status queries of most claimants since the CTS system already answers the general status of the claims and its considerations. Otherwise, the team is required to view the CTS internally and deal with the claimants either by way of mail, e-mail, fax or phone. Strict internal security control measures were likewise instituted to ensure that the OSC Message Center cannot be tampered by personnel or executive officers.

General Inquiries
All inquiries about the CENTER's operations, procedures, projects will be handled by this Office via CTS or Web Site.

CTS Enrollment and Management
This Office is required to sell the CTS and ensure the proper enrollment of the claimants as this would ensure efficiency in handling the claim status inquiry. Likewise, it is mandated to continuously update the claimants regarding the CTS developments and provide the corresponding instructions.

Requests for Reconsideration and Recomputation
Such requests from all valid claimants of the CENTER ( both CTS registered and non-registered) will be honored and accommodated by this Office.

Complaints Handling
1.

For monitoring of complaints handling, all status complaints shall now be coursed through the Office of Special Concerns via e-mail, phone, fax or CTS.
2.

Office of Special Concerns shall only entertain legitimate claimants of the Center with regards to CTS transactions.

External Affairs
The Office of Special Concerns is mandated to solidify tie-ups and contacts among industry associations, chambers and government bodies so as to properly disseminate the CENTER's activities, projects, policies and procedures to its claimants.

Feedback Management
This Office is tasked to handle the feedback of the claimants and the public in general as to how the CENTER can be more effective in its projects, policies, operations and procedures via the CTS or Center Web Site.

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