(BFAD) CITIZEN'S CHARTER - fda.gov.ph

BUREAU OF FOOD AND DRUGS (BFAD) CITIZEN’S CHARTER
CCT Team Leader - Prof. Leticia-Barbara B. Gutierrez
Director
CCT Deputy Team Leader - Atty. Emilio L. Polig
OIC, Deputy Director
CCT Members - Jesusa Joyce N. Cirunay
Chief, Product Services Division
Atty. Emilio L. Polig
Chief, Legal, Information and Compliance Dvision
Ma. Lourdes S. Santiago
OIC, Laboratory Services Division
Virginia Francia C. Laboy
OIC, Policy, Planning and Advocacy Division
Nemia T. Getes
OIC, Regulation Division I
Rhoda Laine D. Manaloto
OIC, Regulation Division II
Ma. Victoria F. Calzado
OIC, Administrative Division
Sub CCT Members - Marivic E. Paulino
Helena Alcaraz
Grace L. Medina
Florita M. Moraleja
Asuncion Bonaobra
Merlita Pedron
Nilanda Ambrosio
Cynthia Lim
Tomasa Gutierrez
Ma. Rosario DC. Dalangin
Minerva Cauyan
Evangeline S. Manalo
Cristina dela Cruz
Albina Mendoza
Emelita C. Romano
Damaso P. Velasco

Product Services Division
Food Section
Frontline Service: Issuance of Certificate of Product Registration (CPR)
Clients: All Food Manufacturers/Distributors, Importers/Wholesalers/Exporters
Schedule of Availability of Service: Evaluation of Technical Documents (Monday-Friday 7:00
Am-5:30 PM)
Application (Mondays only 8:00am – 3:00 pm)
Fees: Category I- Initial-PhP 400-1000.00
- Renewal-PhP 1000.00 + 500 surcharge (if applicable)
Category II-Initial-PhP 500-1250.00
- Renewal-PhP 1250 + 625 surcharge (if applicable)
How to avail of the service:
No. STEPS in PROCESSING
APPLICATIONS FOR
REGISTRATION
1 *Go to PAICS-Rm. 101. Log in
the Record Sheet provided for
clients. Get a number and
wait for the number to be
called.
* Submit complete
requirements together with
accomplished Assessment Slip
2 *Go to Accounting Section
and submit assessment slip
3 Go to Cashier and submit
Order of payment with the
assessment slip for payment
of registration fee
4 Go to PAICS
And submit the complete set
of documents and proof of
payment
AGENCY/
ACTION
*Pre-assess the application
documents.
*Sign assessment Slip If the
documents are not yet
complete, notify client of the
deficient documents.
*Receive Assessment slip,
prepares and issues Order of
Payment
*Receive payment for
registration and issues
Official Receipt
*Receive complete set of
documents from the client.
Assign a Routine Slip
Number per product
application. Mark the
receiving copy with RSN and
affix signature and date of
receipt.
5 * Encoding of received
applications
*Endorse all documents and
samples to PSD-Food
Section.
6 * Tagging and Sorting of
applications from PAICS
*Segregate applications for
re-applications and
automatic renewal.
*Forward all re-applications
and automatic renewal to
designated evaluators for
immediate processing.
2
OFFICE/
PERSON
RESPONSIBLE
FDRO II/III, ND
III
LOCATION
OF OFFICE
Rm. 101
DURATION
OF
ACTIVITY
20 minutes
(within Day
1)
Accounting
Section -
Rm. 113 10 minutes
Administrative
(within Day
Division
1)
Cashier Section Rm112 10 minutes
(within Day
1)
PAICS Clerk Rm. 101 15 minutes
(within Day
1)
PAICS Clerk Rm 101 30 minutes
PSD-Food
Clerk/Typist
PSD Annex
Building-
PSD Food
(within Day
2)
20 minutes
(within Day
3)

7 *Filing of applications
awaiting evaluation
chronologically using the
RSN.
8 *Decking of documents for
evaluation
*Assign applications to
designated evaluators using
the first-in-first out system.
9 *Forwarding of decked
applications
to each evaluator
10 *Evaluation of Documents
using the first-in-first out
system.
11 *Review of Evaluation and
recommendation of
evaluator. Assign the food
registration number (if
approved)
12 *Type Certificate of Product
Registration (CPR) or Letter
of Denial if dissapproved
13 *Review and initial the typed
CPR/Letter of Denial
14 *Separate typed CPR/LOD
from the documents
15 *Review and initial typed
CPR/LOD
16 *Encode typed LOD/CPR in
PSD Database
17 *Sign typed LOD/CPR
*Encode CPR at the Office of
the Director (OD)Database
3
PSD-Food Clerk PSD-Food
Storage
Room.
PSD-Food
Supervisor
PSD-Food
Clerk/Typist
PSD-Food
Evaluators
(FDRO II/III/ND
III)
PSD Food
Supervisor
-PSD Food Typist
for CPR
-FDRO II/III/ND
III
-PSD Food
Supervisor
Annex Bldg.
PSD-Food
Annex Bldg.
PSD-
Annex Bldg.
PSD-Food
Annex Bldg.
PSD-Food
Annex Bldg.
PSD-Food
Annex Bldg.
PSD-Food
PSD Food Clerk Annex Bldg.
PSD-Food
PSD Chief Annex Bldg.
Office of the
Chief
PSD Food Clerk Annex Bldg.
PSD-Food
-BFAD Director
-OD Clerk
Office of the
Director
2 months
(queuing
time prior to
evaluation)
(Day 4 to
Day 61)
30 minutes
(within Day
62)
45 minutes
(within Day
62)
2 hours
(within Day
63)
20 minutes
(within Day
64)
15 minutes
(within Day
65)
10 minutes
(within Day
65)
30 minutes
(within Day
65)
10 minutes
(within Day
65)
10 minutes
(within Day
66)
10 minutes
-three weeks
18 Scan and encode the CPR Administrative Rm.112
(Day 62 to
83)
10 minutes
Clerk
(within Day
-PPAD Clerk Rm.110 83)
19 * Receive the CPR/LOD and *Release CPR or Letter of -Releasing Clerk Rm. 100 10 minutes
affix his/her signature on the Denial
stamp pad mark.
(within Day
83)
Total Time Spent: 2 months and 3 weeks ���� 59 working days

Drug Section
Duration : 12 months (Calendar days)
Flowchart for Drug Product Application – Initial Registration
No. CLIENT/APPLICANT
AGENCY ACTIVITIES PERSON LOCATION
ACTION
RESPONSIBLE OFFICE
1 Download checklist of
Client & Coop Website &
requirements for product
Staff
BFAD
registration from the BFAD
website (www.bfad.gov.ph) or
photocopy the same at the
BFAD COOP Canteen (with
fee)
canteen
2 Get number to the guard on- Issuance of priority number Guard PSD (Annex
duty for filing of drug product
evaluation. Wait for the
number to be called
bldg.)
3 Submit product application to
the evaluator on duty for
assessment
*For walk-in clients 1-3 steps
will no longer be applicable
4 Go to Accounting Section for
validation of payment and pay
the required fee
5 Receiving & assigning Routine
Slip Number (RSN) #
Encoding of application for
product registration
6 Follow-up after 90 days
proceed to the Releasing
Window and check if
NOD/CPR/LOD is available
7 Proceed to PSD and submit
compliances to NOD/re- apply
for LOD
8 Proceed to PAICS and submit
the documents
9 Proceed to releasing window
and present ID/ authorization
letter
Pre-assess the product
application & indicate the
amount to be paid on the
assessment slip
Validation of order of
payment & acceptance of
payment
Received /assigned RSN No.
Encode the product
application
Check and release the Letter
of Denial, Notice of
Defficiency, Certificate of
Product Registration (if
available)
Check the submitted
compliance and return the
documents to client for
submission to PAICS. Advise
client to follow-up after 60
days
Receive the documents
encode and assign RSN.
Forward the compliances to
PSD for final evaluation
Check and release the CPR/
LOD
4
Evaluator
(FDROs)
Accounting
Clerk/Cashier
Clerk
PSD (Annex
bldg.)
Accounting
(Rm. 113) &
Cashier
Section
(Rm.112)
Clerk PAICS (Rm.
101)
Releasing
Personnel
Releasing
Window
Evaluator PSD (Annex
bldg.)
PAICS Personnel PAICS (Rm.
101)
Releasing
Personnel
Releasing
Window
DURATION
OF ACTION
2 hours
(Depending
on the
number of
applicants)
30 minutes
10 minutes
15 minutes
90 Days
(follow-up)
90 days for
compliance
15 minutes
(checking)
7 months
(queuing
time prior to
evaluation)
30 minutes
(checking)
60 days
(follow-up)
30 minutes
10 minutes

Cosmetic and Household Hazardous Substances/Pesticides Section
Maximum Duration of Activity : 6 months HHS Pesticides : 12 months
No. CLIENT/APPLICANT
ACTION
1 Download checklist of
requirements for product
registration from the BFAD
website (www.bfad.gov.ph) or
photocopy the same at the
BFAD COOP Canteen (with
fee)
2 Get number to the guard onduty
for filing of drug product
evaluation. Wait for the
number to be called
3 Submit product application to
the evaluator on duty for
assessment
4 Proceed to Accounting Section
for validation of payment and
pay the required fee
5 Receiving & assigning RSN #
Encoding of application for
product registration
6 Follow-up after 90 days
proceed to the Releasing
Window and check if
NOD/CPR/LOD is available
7 Proceed to PAICS for
submission of compliance to
NOD’s
9 Proceed to releasing window
and present ID/ authorization
letter
FLOWCHART FOR THE REGISTRATION OF
HOUSEHOLD HAZARDOUS SUBSTANCES/ HOUSEHOLD PESTICIDES
AGENCY ACTIVITIES PERSON
RESPONSIBLE
Client & Coop
Staff
5
LOCATIO
N OFFICE
Website &
BFAD
canteen
Issuance of priority number Guard PSD
(Annex
bldg.)
Pre-assess the product
application & indicate the
amount to be paid on the
assessment slip
Validation of order of
payment & acceptance of
payment
Received /assigned RSN No.
Encode the product
application
Check and release LOD,
NOD, CPR (if available)
Check and receive
compliance then forward to
PSD
Check and release the CPR/
LOD
Evaluator
(FDROs)
Accounting
Clerks/Cashier
Clerks
PSD
(Annex
bldg.)
Accounting
(Rm. 113)
& Cashier
Section
(Rm.112)
Clerks PAICS (Rm.
101)
Releasing
Personnel
Releasing
Window
DURATION
OF ACTION
5 mins.
within
day 1
10 mins
within day 1
10 mins.
10 mins.
Within day 1
10 mins
within day 1
- 4
5 mins
Day 5
(3 months
queuing time
prior to
evaluation)
FDRO PAICS W/in Day 6
depending on
the number
of
compliances
to NOD’s
Releasing
Personnel
Releasing
Window
5 mins.
Day 7

Regulation Division I
Frontline Service : Issuance of License to Operate (Initial)
Clients : Drug Retail Outlet & Distributor Importer/Wholesaler/ Exporter of
Processed Food, Drug, Cosmetics, Household Hazardous Substance
Establishments
Requirements : Refer to Checklist of Requirements
Schedule of Availability of Service:
Inquiries on the application for LTO Mon-Fri 7am – 3:30pm
Submission of documents Mon-Thurs 7am – 3:30pm
Fees : Refer to Checklist of Requirement
(A.O.50 s. 2001- Revised Schedule of Fees)
Duration of Activity : 17 working days (if compliant)
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1 � Go to RDI
Log in at the record book
provided for clients, get a
priority number and wait for
the number to be called.
� Submit the
application at Licensing
Section.
2 � Go to
Accounting Section for
assessment and payment of
required fees
� Return the
assessment slip and official
receipt to RD1 Licensing
Section.
3 � Be ready for
inspection at anytime within 5
working days
Note: For deficiencies noted
during inspection
� Submit / Show
compliance within 30 working
days
4 � Wait for 10
working days to complete the
process of issuance of your
License.
AGENCY
ACTION
Receive the documents
Refer client to assigned
evaluators of food/ drug/
cosmetic & household
hazardous substance
Evaluate the application
documents
Prepare assessment slip
Issue Order of Payment
Issue Official Receipt
Attach the assessment slip
to application documents
Advise client that inspection
will be conducted within 5
working days. Likewise, to
have original copy of the
documents available during
inspection.
Inspection of office and or
warehouse / storage room
as per approved Standard
Operating Procedure (SOP).
Check compliance
documents
Prepare company record
files and the License to
Operate
6
PERSON
RESPONSIBLE
FDRO I/II
(officer of the day)
FDRO I/II
(assigned evaluator)
Accounting Clerk
Cashier Clerk
FDRO I / II
(RD1 Licensing
Section)
FDRO II / III
Admin.
Assistants /
FDRO I / II / III
/ IV / V /
LOCATION
OF
OFFICE
DURATION
OF
ACTIVITY
Rm. 132 Day 1
10 minutes
Rm. 113
Rm. 112
Rm. 132
Rm. 133
30 minutes
10 minutes
Day 1
15 minute
15 minutes
5 minutes
(Day 2 – 6)
2 hours
(excluding
travel time)
30 minutes
(Day 7–16)
10 working
days

6 � Go to
Releasing Section and present
identification card and / or
authorization letter for
authorized representative
� Receive the
original copy of LTO
Release the original copy of
the License to Operate
(LTO) and ask the client to
sign the duplicate copy
7
Director IV
Person-in-charge
at releasing
section
R. 100 Day 17
15 minutes
Frontline Service : Application for renewal of License to Operate
Clients : Drug Retail Outlet & Distributor Importer/Wholesaler/ Exporter of
Processed Food, Drug, Cosmetics, Household Hazardous Substance
Establishments
Requirements : Accomplished renewal form
Schedule of Availability of Service :
Submission of application for renewal of LTO Mon-Fri: 7am – 3:30pm
Requirements : Refer to Checklist of Requirement
Fees : Retail Drug Outlets – P 1,000.00 per year or P 2,000 per 2 years
Drug Establishments – P 5,000.00 per year or P 10,000.00 per 2 years
Medical Device and Food Establishments– P 4,000.00 or P 8,000 /2 years
Cosmetic and Household Hazardous Substances Establishments –
P3 ,000.00 per year or P 6,000.00 per 2 years
Duration of Activity: Inspection is scheduled within the year
6 working days for the release of revalidated LTO after inspection
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1
� Go to RDI
Log in at the record book,
get a priority
number and wait for the
number to be called.
� Submit the
accomplished notarized
renewal application form to
Licensing Section.
2 � Go to
Accounting Section for
assessment and payment of
required fees
� Return
assessment slip and official
receipt to RD1 Licensing
Section.
AGENCY
ACTION
Receive the accomplished
renewal application form
Refer client to assigned
evaluators of food/ drug/
cosmetic & household
hazardous substance
Evaluate the submitted
application
Prepare assessment slip and
update index cards
Issue Order of Payment
Issue Official Receipt
Attached assessment slip to
the submitted application
Advise the client that
inspection will be conducted
by Food Drug Regulation
Officer at anytime within the
year. Section 9 of RA 9485
states that “If a government
office fails to act on an
application for renewal of
PERSON
RESPONSIBLE
FDRO I / II
(officer of the
day)
FDRO I / II
(assigned
evaluator)
Accounting Clerk
Cashier Clerk
FDRO I / II
(RD1 Licensing
Section)
LOCATION
OF
OFFICE
DURATION
OF
ACTIVITY
Rm. 132 Day 1
15 minutes
Rm. 113
Rm. 112
Rm. 132
15 minutes
13 minutes
15 minute
15 minutes
5 minutes

3 � Allow the BFAD
Inspector to enter business
premises to conduct audit
inspection
Note: For deficiencies
noted during inspection
� Submit / Show
compliance within 30 working
days
4 Wait for for the release of
revalidated LTO.
5 � Go to
Releasing Section and
present identification card
and / or authorization letter
for authorized representative
� Receive the
original copy of LTO
license within the prescribed
period, said permit or license
shall automatically be
extended until a decision is
rendered on the application
for renewal.”
Conduct inspection as per
approved Standard
Operating Procedure (SOP)
Check compliance
documents
Endorsement of inspection
report and application for
renewal to Licensing Section
for approval of the Chief of
the Division.
RDI to endorse copy of LTO
to Records Section
Release the original copy of
the License to Operate (LTO)
and ask the client to sign the
duplicate copy
8
FDRO II / III
Rm. 133
3 hours
(excluding
travel time)
30 minutes
FDRO I / II / III Rm. 132 5 working
days.
Person-incharge
at
releasing section
Frontline Service : Issuance of Certificate for Bureau of Custom (BOC) Release
(Certificate for Release of Product from BOC/Antibiotic Importation/
Donation/Medical Mission)
Clients : Distributor Importer/Wholesaler/ Exporter of Processed Food,
Drug, Cosmetics, Household Hazardous Substance Establishments
Requirements : Refer to Checklist of Requirements
Schedule of Availability of Service:
Inquiries on application for certificate: Mon-Fri 7am – 3:30pm
Submission of application documents: Mon-Thurs 7am – 3:30pm
Fees : Refer to Checklist of Requirement
(A.O.50 s. 2001- Revised Schedule of Fees)
Duration of Activity : 8 working days
3 months and 16 days for Certificate of Donation
How to Avail the Service:
No ACTION
APPLICANT/CLIENT
1 � Go to RD1
Log in at the record book,
get a priority
number and wait for
the number to be
called.
� Submit the
Application document to
AGENCY ACTION PERSON
RESPONSIBLE
Receive the
documents
Refer the client to assigned
evaluators of food /drug
/cosmetic & household
hazardous substances
Evaluate documents
Note: In case of deficiency,
FDROI/II
(officer of the day)
FDRO I/II
(assigned evaluator)
R. 100 15 minutes
LOCATION
OF
OFFICE
DURATION
OF
ACTIVITY
Rm. 132 Day 1
5 minutes
15 minutes

Licensing Section. note down the findings and
recommendations and return
the documents to client
2 � Go to Accounting
Section for assessment and
payment of required fees
� Return the
assessment slip with official
receipt to RD1 Licensing
Section.
3 � Wait for 6
working days for
completion of the procedure
4 � Go to RD1,
present identification card and
/ or authorization letter for
authorized representative
� Receive the
original copy of certificate
5 � Accompany
BFAD Inspector (FDRO II /
III) during the scheduled
inspection of donated
products.
� Sign inspection
report and sample collection
receipts
6 � Wait for the
release of the evaluation for
Accelerated CPR
7 � Go to Releasing
Section, present
identification card and / or
authorization letter for
authorized representative
� Claim the Accelerated
CPR
Prepare assessment slip
Issue Order of Payment
Issue Official Receipt
Attach the assessment slip
to the documents
Advise the applicant to pick
up the certificate after 6
working days.
Release the original copy of
certificate and have the
duplicate copy sign by client
Inform the applicant that an
Officer from Inspection
Section will call within 5
working days to coordinate
collection of samples of
donated products
- Collect samples following
approved Standard
Operating Procedures (SOP)
-Inform the applicant that
each product collected will
undergo laboratory testing
and product evaluation
for Accelerated certificate of
Product Registration (CPR).
Release of the certificate
(Accelerated CPR / Notice of
Deficiencies / Letter of
Denial)
Ask the applicant to sign the
duplicate copy
9
Accounting Clerk
Cashier Clerk
FDRO I/II
(RD1 Licensing
Section)
Admin Assistant
/
FDRO I/II
Rm. 113
Rm. 112
Rm. 132
10 minutes
Day 1
10 minutes
10 minutes
5 minutes
Day 2 - 7
6 days
Rm. 132 Day 8
5 minutes
Day 8 - 13
FDRO II / III Rm. 133 Day 14
4 hours
(including travel
time)
Releasing
Personnel
Rm. 100
Releasing
Window
Day 15 - 105
Day 106
15 minutes

Regulation Division II
Frontline Service: Issuance of License to Operate (Initial)
Clients : All Manufacturers/Traders of Food, Drug, Cosmetic, Medical Device and
Household Hazardous Substances Establishments
Requirements : Refer to Annex A – Checklist of Requirements for Food
Annex B - Checklist of Requirements for Drug/Cosmetic/Medical Device
Annex C – Checklist of Requirements for Household Hazardous Substances
Schedule of Availability of Service: Monday-Friday 8am – 3pm
Fees: Refer to Annex A, B, C (Checklist of Requirements)
How to Avail of the Service: Duration of Process: 29 Days
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log in
the record book
provided for clients,
get a number and
wait for your number
to be called.
• Submit the
accomplished
application forms
together with the
documentary and
technical
requirements to the
Licensing Section
2 • Go to Accounting
Section for
verification of fees
then pay to the
Cashier Section (wait
for your name to be
called).
• Return the
Assessment Slip with
OR to Licensing
Section.
3 Wait for 28 working days
(processing time)
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Evaluate and receive
application documents; if
complete, prepare
Assessment Slip; if not,
return to applicant
• Issue Official
Receipt.
• Attach the
Assessment Slip to
the application
documents and
forward to RDII
Receiving Section
for encoding.
• Inspect
establishment
• Prepare report
• Evaluate report
• Prepare LTO/index
card
• Scan LTO &
10
FDRO I/II –
from Licensing
Section (for
documentary
requirements)
FDRO I/II/III
(officer of the
day) – from
Inspection
Section (for
technical
requirements)
-Cashier Clerk
-FDRO I/II
(Licensing
Section)
LOCATION
OF OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
10 minutes
Rm. 113 –
Accounting
Section
Rm. 112 –
Cashier
Section
Rm 130
20 minutes
30 minutes
(day 1)
20 minutes
(day 2-28)

Note: If the company is not
compliant upon inspection,
owner is given a grace period
of 60 days (Metro Manila) or
90 days (CHD) to comply.
After this grace period,
follow-up inspection will be
conducted.
4 Go to Releasing Unit
Window; present
ID/authorization and
receive the original copy of
License to Operate (LTO)
document
Release the original copy of
LTO to owner or authorized
representative and ask the
client to sign the duplicate
copy of LTO
11
Person-incharge
at the
Releasing Unit
Rm. 100 (day 29)
10 minutes
Frontline Service: Renewal/Revalidation of License to Operate
Clients : All Manufacturers/Traders of Food, Drug, Cosmetic, Medical Device and
Household Hazardous Substances Establishments
Requirements : Letter Request for Renewal
Copy of latest Financial Statement (Balance Sheet) duly notarized/received by
BIR
Original Copy of License to Operate
Schedule of Availability of Service: Monday – Friday, 8am – 3pm
Fees : Based on the Financial Statement; Payment shall be for two (2) years
How to Avail of the Service: Duration of Process: 29 Days
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log in
the record book
provided for clients,
get a number and
wait for your number
to be called.
• Present latest letter
request, Financial
Statement & original
LTO
2 • Go to Accounting
Section for
verification of fees
then pay to the
Cashier Section (wait
for your name to be
called).
• Return the
Assessment Slip with
OR to Licensing
Section.
3 Wait for 28 working days
(processing time)
AGENCY ACTION OFFICE/
PERSON
RESPONSIBL
E
• Get & check records
of the
establishment in the
index card & assess
amount to be paid
based on the
Financial Statement
• Prepare Assessment
Slip
• Issue Official
Receipt.
• Record payment on
the index card,
encode in the data
base and forward to
RDII Receiving
Section
• Inspect
establishment
• Prepare report
• Evaluate report
• Prepare LTO/index
card
• Scan LTO &
FDRO I/II –
from Licensing
Section
-Cashier Clerk
-FDRO I/II
(Licensing
Section)
LOCATION
OF OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
20 minutes
Rm. 113 –
Accounting
Section
Rm. 112 –
Cashier
Section
(day 1)
20 minutes
(days 2-28)

Note: If the company is not
compliant upon inspection,
owner is given a grace period
of 60 days (Metro Manila) or
90 days (CHD) to comply.
After this grace period,
follow-up inspection will be
conducted.
4 For LTO Revalidation:
• Go to RDII. Log in
the record book
provided for clients,
get a number and
wait for your number
to be called.
• Present original LTO
for revalidation
For Re-issuance of LTO
• Go to Releasing Unit
Window; present
ID/authorization
and receive the
original copy of
License to Operate
(LTO)
document
• Revalidate LTO;
update records on
file, index card and
the data base
• Release the original
copy of LTO to
owner or authorized
representative and
ask the client to
sign the duplicate
copy of LTO
12
-FDRO I/II
from
Licensing
Section
-Person-incharge
at the
Releasing
Unit
Rm. 130
Rm 100
Frontline Service: Amendment of License to Operate (Changes in Circumstances)
Change of Business Name/Owner/Address
Clients : All BFAD Licensed Manufacturers of Food, Drug, Cosmetic & Medical Device
Establishments
Requirements : Refer to Checklist of Requirement – Annex E
Schedule of Availability of Service: Monday – Friday, 8am – 3pm
Fees : Php 500.00
Note: For Manufacturers – change of address is considered opening/initial application, hence,
client must submit all the documentary and technical requirements.
How to Avail of the Service: Duration of Process: 29 Days
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log in
the record book
provided for clients,
get a number and
wait for your
number to be
called.
• Submit the
accomplished
application forms
together with the
documentary and
technical
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Evaluate and receive
application documents; if
complete, prepare
Assessment Slip; if not,
return to applicant
FDRO I/II –
from Licensing
Section
FDRO I/II/III
(officer of the
LOCATION
OF OFFICE
(day 29)
30 minutes
10 minutes
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
10 minutes
20 minutes
30 minutes

equirements to the
Licensing Section
2 • Go to Accounting
Section for
verification of fees
then pay to the
Cashier Section
(wait for your name
to be called).
• Return the
Assessment Slip
with OR to
Licensing Section.
3 Wait for 28 working days
(processing time)
Note: If the company is not
compliant upon inspection,
owner is given a grace
period of 60 days (Metro
Manila) or 90 days (CHD) to
comply. After this grace
period, follow-up inspection
will be conducted.
4 Go to Releasing Unit
Window; present
ID/authorization and
receive the original copy of
License to Operate (LTO)
• Issue Official
Receipt.
Attach the Assessment
Slip to the application
documents and forward
to RDII Receiving
Section for encoding.
• Inspect
establishment
• Prepare report
• Evaluate report
• Prepare LTO/index
card
• Scan LTO &
document
Release the original copy of
LTO to owner or authorized
representative and ask the
client to sign the duplicate
copy of LTO
13
day) – from
Inspection
Section
-Cashier Clerk
-FDRO I/II
(Licensing
Section)
Person-incharge
at the
Releasing Unit
Rm. 113 –
Accounting
Section
Rm. 112 –
Cashier
Section
Rm. 130
(day 1)
20 minutes
(day 2-28)
Rm. 100 (day 29)
10 minutes
Frontline Service: Amendment of License to Operate:
Inclusion/Deletion of Additional Product/Source/Toll Manufacturer/Trader
Clients : All BFAD Licensed Manufacturers of Food, Drug, Cosmetic & Medical Device
Establishments
Requirements : Refer to Checklist of Requirement – Annex F
Schedule of Availability of Service: Monday – Friday, 8am – 3pm
Fees : Php 500.00
Duration of Process: 6 Days
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log in
the record book
provided for clients,
get a number and
wait for your
number to be
called.
• Submit the
requirements to the
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Evaluate and receive
documents; prepare
Assessment Slip
FDRO I/II –
from Licensing
Section
LOCATION
OF OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
30 minutes

Licensing Section
2 • Go to Accounting
Section for
verification of fees
then pay to the
Cashier Section
(wait for your name
to be called).
• Return the
Assessment Slip
with OR to
Licensing Section.
3 Wait for four (4) days
(processing time)
4 • Go to RDII. Log in
the record book
provided for clients,
get a number and
wait for your
number to be
called.
• Receive the original
copy of the
amendment
• Issue Official
Receipt.
• Attach the
Assessment Slip to
the application
documents and
forward to RDII
Receiving Section for
encoding.
Release the original copy of
amendment to owner or
authorized representative
and ask the client to receive
the duplicate copy of
amendment (attachment to
LTO only)
14
-Cashier Clerk
-FDRO I/II
(Licensing
Section)
FDRO I/II –
Licensing
Section
Rm. 113 –
Accounting
Section
Rm. 112 –
Cashier
Section
Rm. 130
(day 1)
20 minutes
(days 2-5)
Rm. 130 (day 6)
20 minutes
Frontline Service: Issuance of Certificate of Good Manufacturing Practice (GMP)
Clients : All BFAD Licensed Manufacturers of Food, Drug, Cosmetic & Medical Device
Establishments
Requirements : Letter Request and Copy of Valid LTO
Schedule of Availability of Service: Monday – Friday, 8am – 3pm
Fees : Php 500.00
Duration of Process: 29 Days
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
• Go to RDII. Log
in the record
book provided for
clients, get a
number and wait
for your number
to be called.
• Submit the letter
request and copy
of valid LTO to
the Licensing
Section
2 • Go to Accounting
Section for
verification of
fees then pay to
the Cashier
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Verify LTO and prepare
Assessment Slip
• Issue Official Receipt.
FDRO I/II
-Cashier Clerk
LOCATION
OF OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
20 minutes
Rm. 113 –
Accounting
Section
Rm. 112 –
Cashier
(day 1)
20 minutes

Section (wait for
your name to be
called).
• Return the
Assessment Slip
with OR to
Licensing
Section.
3 Wait for 28 working days
(processing time)
Note: If the company is
not compliant upon
inspection, owner is given
a grace period of 60 days
(Metro Manila) or 90 days
(CHD) to comply. After
this grace period, followup
inspection will be
conducted.
4 • Go to Regulation
Division II
• Receive the
original copy of
GMP Certificate
• Attach the Assessment
Slip to the letter
request and forward
to RDII Receiving
Section for encoding.
• Inspect establishment
• Prepare report
• Evaluate report
• Prepare LTO/index
card
• Scan the certificate &
document
Release the original copy of
GMP certificate to owner or
authorized representative and
ask the client to sign the
duplicate copy
15
-FDRO I/II
(Licensing
Section)
FDRO I/II –
Licensing
Section
Section
Rm. 130
(days 2-28)
Rm. 100 (day 29)
10 minutes
Frontline Service: Issuance of Certificate for Release to Bureau of Customs (BOC Certificate)
Clients : All BFAD Licensed Manufacturers/Traders of Food, Drug, Cosmetic, Medical
Device and Household Hazardous Substances Establishments
Requirements : Refer to Annex D – Checklist of Requirements for BOC Certificate
Schedule of Availability of Service: Monday – Friday, 8am – 3pm
Fees : Php 300.00
Duration of Process: 6 Days
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log
in the record
book provided for
clients, get a
number and wait
for your number
to be called.
• Submit the
complete
requirements to
Licensing Section
2 • Go to Accounting
Section for
verification of
fees then pay to
the Cashier
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Evaluate and receive
application documents; if
complete, prepare
Assessment Slip; if not, return
to applicant
• Issue Official Receipt.
FDRO I/II –
Licensing Section
-Cashier Clerk
LOCATIO
N
OF
OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
15 minutes
- Rm. 113
–
Accounting
Section
(day 1)
20 minutes

•
Section (wait for
your name to be
called).
Return the
Assessment Slip
with OR to
Licensing
Section.
3 Wait for four (4)) days
(processing time)
4 • Go to RDII. Log
in the record
book provided for
clients, get a
number and wait
for your number
to be called.
• Receive the
original copy of
BOC Certificate
• Attach the
Assessment Slip to
the letter request and
forward to RDII
Receiving Section for
encoding.
Release the original copy of
BOC Certificate and ask the
client to sign the duplicate
copy of certificate
16
-FDRO I/II
(Licensing
Section)
FDRO I/II
(Licensing
Section)
- Rm. 113
–
Cashier
Section
-Rm. 130
Frontline Service: Issuance of Import Permit for Penicillin and Its Derivatives
Clients : All BFAD Licensed Manufacturers/Traders of Drug Establishments
Requirements : Refer to Annex G – Checklist of Requirements for Import Permit
Schedule of Availability of Service: Monday – Friday, 8am – 3pm
Fees : Php 300.00
Duration of Process: 6 days
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log
in the record book
provided for
clients, get a
number and wait
for your number
to be called.
• Submit the
complete
requirements to
Licensing Section
2 • Go to Accounting
Section for
verification of fees
then pay to the
Cashier Section
(wait for your
name to be
called).
• Return the
Assessment Slip
with OR to
Licensing Section.
3 Wait for four (4) days
(processing time)
4 • Go to RDII. Log
in the record book
provided for
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Evaluate and receive
application documents; if
complete, prepare
Assessment Slip; if not,
return to applicant
• Issue Official Receipt.
• Attach the
Assessment Slip to
the letter request
and forward to RDII
Receiving Section for
encoding.
Release the original copy of
BOC Certificate and ask the
client to sign the duplicate
FDRO I/II –
Licensing Section
-Cashier Clerk
-FDRO I/II
(Licensing
Section)
FDRO I/II
(Licensing
Section)
(days 2-5)
Rm. 100 (day 6)
10 minutes
LOCATION
OF OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
15 minutes
- Rm. 113 –
Accounting
Section
- Rm. 113 –
Cashier
Section
-Rm. 130
(day 1)
20 minutes
(days 2-5)
Rm. 100 (day 6)
10 minutes

clients, get a
number and wait
for your number
to be called.
• Receive the
original copy of
Import Permit
copy of certificate
Frontline Service: Hazard Analysis Critical Control Point (HACCP) Certification
Clients : All Licensed Food Manufacturers
Requirements : Valid License To Operate, Letter of Intent and HACCP Documents
Schedule of Availability of Service: Monday-Friday; 8am-5pm
Fees : Php500.00/product
Duration of Process: 29 Days
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1 • Go to RDII. Log
in the record book
provided for
clients, get a
number and wait
for your number
to be called.
• Submit the
accomplished
application forms
together with the
documentary and
technical
requirements to
the Licensing
Section
2 • Proceed to
Accounting
Section for
verification of fees
then pay to the
Cashier Section
(wait for your
name to be
called).
• Return the
Assessment Slip
with OR to
Licensing Section.
RD II
3 Wait for 28 working days
(processing time)
Note: If the company is
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
Evaluate and receive
application documents; if
complete, prepare
Assessment Slip; if not,
return to applicant
• Issue Official Receipt.
• Attach the
Assessment Slip to
the application
documents
Submit to RDII Receiving
Section for encoding.
• Inspect
establishment
• Prepare report
• Evaluate report
• Prepare HACCP
Certification per
product/index card
• Scan HACCP
Certification &
document
17
FDRO I/II – from
Licensing Section
FDRO I/II/III
(officer of the
day) – from
Inspection
Section
-Cashier Clerk
-FDRO I/II
(Licensing
Section)
LOCATION
OF OFFICE
DURATION
OF
ACTIVITY
Rm. 130 (day 1)
10 minutes
Rm. 113 –
Accounting
Section
Rm. 112 –
Cashier
Section
20 minutes
20 minutes
(day 1)
20 minutes
(day 2-28)

not compliant a grace
period is given to comply,
60 days (Metro Manila)
and 90 days (CHD). After
this grace period, follow
up inspection will be
conducted
4 Go to Releasing Unit
Window; present
ID/authorization and
receive the original copy
of HACCP Certification
Release the original copy of
HACCP Certification to owner
or authorized representative
and have the duplicate copy
received by client
18
Person-in-charge
at the Releasing
Unit
Rm. 100 (day 29)
10 minutes

Laboratory Services Division
Frontline Service : Issuance of Batch Certification (Antibiotics)
Clients : Drug (Antibiotics) Manufacturer, Importer
Requirements : two (2) copies of the application for Batch Certification
Form; photocopies of valid CPR, valid
LTO/s; Certificate/s of Analysis of Finished Product
and Raw Material/s, Sample for Analysis
Schedule of Availability of Service : Monday to Thursday (8am – 3pm)
Fees : Chemical Method Php 1,800.00/ Microbiological
Method Php 2,800.00
Duration of Activity : one month
How to avail of the service :
No. STEP
APPLICANT/CLIENT
AGENCY ACTION OFFICE/
PERSON
RESPONSIBLE
1. File application Assess/Evaluate the
application
If acceptable:
i. completely fill out the
order of payment in duplicate
copies
ii. Issue order of
payment to the applicant
company
If not acceptable:
i. return the documents
and sample
2. Go to accounting section
and put the assessment
slip on the box provided
by it then pay to the
cashier’s section (wait for
your number to be called)
3. Submit proof of payment
and complete set of
documents
4.
5. Proceed to Releasing Unit
Window; present ID/
authorization and receive
the original copy of Batch
Certification
• Issue order of
payment and Official
Receipt (O.R.)
• Attach the
assessment slip to
the application
documents
• Evaluate and Receive
application
documents and
samples
• Advise client to
return after 20 days
• Process application
and conduct the
appropriate test/s
• Upon completion of
process advise client
to pick up results
• Release the original
Batch Certificate or
Out Of Specifications
Report of Analysis
19
Evaluator
OC-LSD Staff
OC-LSD Staff
Evaluator
Accounting
Clerk/Cashier
OC-LSD staff
OC-LSD staff
OC-LSD staff
OC-LSD staff
Person-incharge
at the
Releasing Unit
LOCATION
OF OFFICE
2/F Main
Bldg. Rm.
223
Accounting
Rm. 113
Cashier
Rm.112
2/F Main
Bldg. Rm.
223
2/F Main
Bldg. Rm.
223
DURATION
OF
ACTIVITY
5 minutes
per sample
submitted
Day 1
3 – 5
minutes per
sample
submitted
Day 1
15 minutes
Day 1
15 minutes
(20 working
days)
Rm 100 10 minutes
(day 21)

Legal Information and Compliance Division
Frontline Service: Issuance of Sales Promo Permits
Clients : BFAD Licensed Food, Drug, Cosmetic, Household Hazardous Substances,
Veterinary
& Medical Device Manufacturers, Drugstores, Importers, Distributors, Traders,
Drugstores and Advertising and Promo Agencies
Requirements : Refer to Checklist of Requirements (Per Consumer Act or R.A. 7394)
Schedule of Availability of Service: Monday – Thursday, 8am – 4pm
Fees : Refer to Joint DTI-DOH A.O. 01 s. 2000
How to Avail of the Service
I. SALES PROMO PERMIT APPLICATION
No. STEP
AGENCY ACTION PERSON LOCATION DURATION
APPLICANT/CLIENT
RESPONSIBLE of OFFICE OF ACTION
1 Go to LICD -APM’s Officer Pre-evaluate/assess LICD - APM OD Rm. 107 30 minutes
of the Day (OD) and the submitted documents;
Day 1
submit Application for Prepare assessment slip (2
Sales Promo Permits
copies)
(Note: If documents are
incomplete, return the same
to applicant with a note on
deficiencies)
2 Go to Accounting Section Receive assessment slip and Accounting Rm. 113 10 minutes
for validation of the Prepare order of payment Section –
Day 1
assessment slip
Administrative
Division
3 Submit Order of payment Receive Payment and Cashier Section- Rm. 112 10 minutes
and Pay the
prepare official receipt Administrative (Cashier) Day 1
corresponding fees to the
Cashier Section
Division
4 Return validated
Attach the slip to the LICD – APM OD Rm. 107 2 minutes
assessment slip and get a submitted documents/
Day 1
duplicate copy of the Hand over client’s copy
received/stamped (advise to make the follow up
application
after 3 days)
5 Process application LICD – APM OD Rm. 107 3 days (day
- If with technical matters,
refer to PSD
2 – 4)
6 Follow up application after Advise status of application APM Rm. 107 5 minutes
3 days
OD/Evaluator
Day 4
7 Forward prepared action APM Evaluator Rm. 107 1 hour
(permit or referral) to section
head for review and to affix
initials
Day 4
8 Forward initialed paper to APM Section Rm. 107 2 minutes –
supervisor for further review
and to affix initials
Head
Day 4
9 Review and initial paper. APM Supervisor Rm. 107 10 minutes
Return to APM section head
Day 4-5
10 Forward to the
APM Section Rm. 107 2 minutes
Director/Deputy Director for
review and signature
Head
Day 4-5
20

11 Review and sign Director/Deputy Rm. 218/109 20 minutes
permit/denial
Director
Day 5-10
12 Record signed paper APM OD Rm. 107 5 minutes
Day 10
13 Pick up permit/denial Release permit or denial APM OD Rm. 107 2 minutes
Day 10/11
II. APPLICATION FOR PROMO PERMIT EXTENSION/AMENDMENT
No. STEP
AGENCY ACTION PERSON LOCATION DURATION
APPLICANT/CLIENT
RESPONSIBLE OFFICE OF ACTION
1 Go to LICD -APM’s Officer Pre-evaluate/
LICD - APM OD Rm. 107 30 minutes
of the Day (OD) and
assess
Day 1
submit Application for the submitted documents;
Sales Promo Permits Prepare assessment slip
(Note: If documents are
incomplete, returns the same
to applicant with a note on
deficiencies)
2 Go to Accounting Section Receive assessment slip and Accounting Rm. 113 10 minutes
for validation of the Prepare order of payment Section –
Day 1
assessment slip
Administrative
Division
3 Submit Order of payment Receive Payment and Cashier Section- Rm. 112 10 minutes
and pay the
prepare official receipt Administrative (Cashier) Day 1
corresponding fees to the
Cashier Section
Division
4 Return validated
Attach the slip to the LICD – APM OD Rm. 107 2 minutes
assessment slip and get a submitted documents/
Day 1
duplicate copy of the Hand over client’s copy
received/stamped (advise to make the follow up
application
after 3 days)
5 Process application/request LICD – APM OD Rm. 107 3 days
Day
2 – 4
6 Follow up application after Advises status of request APM Rm. 107 5 minutes
3 days
OD/Evaluator
Day 4
7 Forward prepared action to APM Evaluator Rm. 107 1 hour
section head for review and
to affix initials
Day 4
8 Forward initialed paper to APM Section Rm. 107 2 minutes –
supervisor for further review
and to affix initials
Head
Day 4
9 Review and initial paper. APM Supervisor Rm. 107 10 minutes
Return to APM section head
Day 4-5
10 Forward to the
APM Section Rm. 107 2 minutes
Director/Deputy Director for
review and signature
Head
Day 4-5
11 Review and sign Director/Deputy Rm. 218/109 20 minutes
permit/referral
Director
Day 5-10
12 Record signed paper APM OD Rm. 107 5 minutes
Day 10
13 Pick up approval/denial Release approval or denial APM OD Rm. 107 2 minutes
Day 10/11
RECEIVING OF CONSUMER COMPLAINTS
No. STEP
AGENCY ACTION PERSON LOCATION DURATION
APPLICANT/CLIENT
RESPONSIBLE OF OFFICE OF ACTION
1 Proceed to LICD and file a Ask complainant whether or LICD-Consumer Rm. 107 30 minutes
21

letter-complaint/affidavit
of complaint
2 Advise Complainant to
submit product
complained of (if there is
any) to LSD
not to file the complaint
directly to LGU, DOH-CHD
Offices or other govt.
agencies
If filed at LICD, prepare
indorsement to LGU, DOH-
CHD Offices or over the
complaint, copy furnished the
Complainant
Forward to LICD-Chief for
initial
Forward to OD for signature
of the Director
Release either by registered
mail or personal delivery
Receive complaint sample for
analysis
22
Section
LICD-Person
Assigned
Rm. 107 10 minutes
LICD-Person
Assigned
Rm. 107 2 minutes
LICD Releasing
Clerk
Rm. 109 5 minutes
LICD Releasing
Clerk
Rm. 109 15 minutes
LSD Rm. 223 30 minutes
APPLICATION FOR PROMO PERMIT EXTENSION/AMENDMENT
No. STEP
AGENCY ACTION PERSON LOCATION DURATION
APPLICANT/CLIENT
RESPONSIBLE OFFICE OF ACTION
1 Proceeds to LICD -APM’s
Officer of the Day (OD)
Rm. 107 1 minute
2 Submits Application Pre-evaluates/assesses
the submitted documents;
Prepares assessment slip
(Note: If documents are
incomplete, returns the same
to applicant with a note on
deficiencies)
LICD - APM OD Rm. 107 30 minutes
3 Proceeds to Accounting Prepares order of payment Clerk Rm. 113 10 minutes
Section for validation of
(Accounting
the assessment slip
Section)
4 Pays the corresponding Accepts payment and Clerk Rm. 112 10 minutes
fees
prepares official receipt
(Cashier)
5 Returns validated
Attaches the slip to the LICD – APM OD Rm. 107 2 minutes
assessment slip
submitted documents/
Hands over to the clients
their copy
6 Records the submitted
application
LICD – APM OD Rm. 107 30 minutes
7 Endorses application to
handling evaluator
LICD – APM OD Rm. 107 2 minutes
8 Follows up application Advises status of request APM
Rm. 107 5 minutes
after 3 days
OD/Evaluator
10 Reviews request and types
approval denial
APM Evaluator RM. 107 30 minutes
11 Forwards denial/approval to
section head for review and
subsequent initial
APM Evaluator Rm. 107 2 minutes
12 Reviews and initials prepared APM Section Rm. 107 20 minutes
action
Head
13 Forwards initialed paper to APM Section Rm. 107 2 minutes
Legal Officer II acting as
section’s supervisor for
further review and initial
Head

14 Reviews and initials paper.
Returns to APM section
15 Forwards to the
Director/Deputy Director for
review and signature
16 Reviews and signs
denial/approval
23
APM Supervisor
(Legal Officer
II)
APM Section
Head
Rm. 107 10 minutes
Rm. 107 2 minutes
Directory/
Deputy Director
Rm. 118/109 20 minutes
17 Records signed paper APM OD Rm. 107 5 minutes
18 Picks up approval/denial Releases approval/denial APM OD Rm. 107 2 minutes
19 Files document APM Staff Rm. 107 10 minutes

Administrative Division
Record Section
Frontline Service : Application for Authentication of BFAD Documents
Clients : All Food, Drugs, Cosmetics, Medical Devices, Household Hazardous
Substances, Distributors, Traders, Outlets,
Importer/Exporters
Requirements : Application Form and Original Documents
Schedule of Availability of Service : 8:00 am – 5:00 pm
Fees : Regular Lane 50.00 php/copy Special Lane 100.00 php/copy
How to Avail of the Service:
No. STEP
APPLICANT/CLIENT
1 Go to the Administrative
Division, Records Section
and get application form
for authentication.
2 Completely and properly
fill-up application form – 1
copy for Express Lane and
2 copies for Regular Lane.
3 Present filled-up
application form together
with the documents to the
Records Officer-In-Charge
for preparation of Order of
Payment.
4 Go to Accounting Section
for the Billing Verification
5 Pay required fee at the
Cashier Section.
6 Return to Records Section.
Submit arranged original
documents in the same
manner as the photocopies
and put it inside the
envelope/folder separately.
AGENCY
ACTION
Assist the client on how to
fill-out application for
authentication (if necessary)
Check and receive application
for authentication
Pre-assess the
application/documents and
issue order of payment
Prepare/Issue and initial
payment slip
Receive payment and issue
official receipt
Receive documents with
order of payment.
24
PERSON
RESPONSIBLE
Mr. Delfin
Acebedo
Mr. Delfin
Acebedo
Mr. Ricardo
Caraig and Mr.
Jonathan D.
Romagos
LOCATION
OF OFFICE
Admin.
Division –
Records
Section
Admin.
Division –
Records
Section
Admin.
Division –
Records
Section
Accounting Clerk Admin.
Division –
Accounting
Section
Cashier Clerk Admin.
Division –
Cashier
Section
Mr. Ricardo
Caraig and Mr.
Jonathan D.
Romagos
Admin.
Division –
Records
Section
DURATION
OF
ACTIVITY
5 mins.
Day 1
5 mins.
Day 1
3 mins.
Day 1
10 mins.
Day 1
10 mins.
Day 1
5 mins.
Day 1

7 Process request for :
8 Present proof of payment
for:
-The release of
documents (Express
Lane)
-The numbered Claim
copy (Regular Lane)
Express Lane
Regular lane
(Stamp, number, sign and
seal documents for
authentication)
Release authenticated
documents for
Express Lane (maximum of
10 pcs.); release numbered
claim copy for regular lane
9 Present claim number Releases authenticated
documents
25
Mr. Catalino
Sanoy and Mr.
Delfin Acebedo
Ricardo Caraig
and Jonathan
Romagos
Mr. Delfin
Acebedo
Mr. Delfin
Acebedo
Admin.
Division –
Records
Section
Admin.
Division –
Records
Section
Admin.
Division –
Records
Section
* 45 mins.
Day 1 –
Express
Lane
* 2 Days
5 mins.
Day 1
5 mins.
(day 3)
Note: Do not leave the Records Section without the numbered Claim Copy because no document will be released
without it. However, a fee of php20.00 shall be charged for lost claim copy
Express Lane Time Duration 1 hour and 30 minutes
Regular Lane - 3 days

BFAD Performance Pledge
We, the officials and employees of the Bureau of Food and Drugs
pledge and commit to deliver quality public services as promised in this
BFAD charter.
Specifically, we will:
Serve with Integrity and Efficiency.
Be prompt and timely.
Display procedures, fees and charges.
Provide adequate and accurate information.
Be consistent in applying rules.
Provide feedback mechanism.
Be polite and courteous.
Demonstrate sensitivity and appropriate behavior and
professionalism.
Wear proper uniform and identification.
Be available during office hours and beyond.
Respond to complaints.
Provide comfortable waiting area.
Treat everyone equally
26

Client Feedback Form
NAME (PANGALAN) _______________________________________________
ADDRESS (TIRAHAN) _____________________________________________
_____________________________________________
PHONE NUMBER (TELEPONO) ______________________________________
E-MAIL ADDRESS _______________________________________________
DIVISION/SECTION (DIBISYON/SEKSIYON) ___________________________
COMPLIMENT OR COMMENT? (PAPURI o KOMENTO?)
_______________________________________________________________
_______________________________________________________________
WHAT IS YOUR COMPLAINT? (ANO PO ANG INYONG REKLAMO?)
_______________________________________________________________
_______________________________________________________________
WHEN DID IT HAPPEN? (KAILAN PO NANGYARI?)
_______________________________________________________________
WHAT WOULD YOU LIKE US TODO? (ANO PO ANG GUSTO NINYONG GAWIN
NAMIN?)
_______________________________________________________________
______________________________________________________________
SIGNATURE (LAGDA) _____________________________________
DATE (PETSA) ___________________________________________
Would you like a written reply? (Nais nyo po ba ng sagot na nakasulat?)
27
Yes (Oo) � No (Hindi)