CITIZEN’S CHARTER OF
DEPARTMENT OF TOURISM JAPANI.

Brief Information about the Agency
The Philippine Department of Tourism has been mandated by Republic Act No. 9593 (Tourism Act of 2009) as the primary planning,programming, coordinating, implementing and regulatory government agency in the development and promotion of the tourism industry,both domestic and international, in coordination with attached agencies and other government instrumentalities. It is likewise mandated toinstill in the Filipino the industry’s fundamental importance in the generation of employment, investment and foreign exchange.

II.

VisionTo develop a globally competitive, environmentally, sustainable and socially responsible tourism industry that promotes inclusive growththrough employment generation and equitable distribution of income thereby contributing to building a foundation for a high-trust society.

III.

MissionThe Department of Tourism (DOT) shall be the primary government agency charged with the responsibility to encourage, promote, anddevelop tourism as a major socio-economic activity to generate foreign currency and employment and to spread the benefits of tourism toboth the private and public sector.

IV.

Service Pledge
As your partner in the promotion and development of tourism that seeks to generate revenue, create jobs and livelihood for the Filipinos
and ensure the safe, enjoyable and convenient stay of foreign and domestic tourists in the country, we, the officials and employees of theDepartment of Tourism, do commit to:• provide sincere and honest service to all clientele regardless of age, gender, nationality as well as cultural and religious orientation;• render utmost care, urgency and propriety in addressing the needs of every individual and group that seek assistance from theDepartment;• maintain decent and upright practices that demonstrate the qualities and ethical standards of good public service;• act and resolve with promptness on complaints against irregular transactions, unclear rules and regulations, neglect in theperformance of duties and responsibilities as well as unsatisfactory behavior of officials and employees; and• help uplift the morale of the tourism sector by strengthening access to information, service delivery and consultation between theDepartment and its publics towards good governance.
We Pledge.

V.

Services Matrix

ServiceApplied For

Who May
AvailDocumentary
Requirements

Tourismrelated
Inquiry

AnyoneNone

Detailed Steps and Duration
Proceed to the Information Counter ofthe DOT Foreign Office (in the office,travel shows, exhibits, events) and relay
queries to the person in charge, OR

Maximum
Processing
Time
Less thanone (1) hour

Processing
Person in Charge,
Fee inPosition, and name ofPhilippine
Unit/Division
Peso (PhP)
NoneName of
Employee/Officer

Send in an email message inquiry to theofficial DOT-Foreign Office email
address, OR

Participationin Trade
Events in thePhilippines,
Philippine
Business
Missions orProductPresentations
conductedoverseas

OverseasBusinessOwners or
Decisionmakers
withbusiness
relevant toPhilippine
Tourism

DulyCompleted
Application
Form

Not morethan three(3) working
days forSend in a message inquiry to the official
simpleDOT-Foreign Office social media account transactions;like Facebook, WeChat, Twitter and thenot morelike if available
than seven(7) working
days forcomplextransactions
1. Go to the link: “Less thanNone
https://philippinetravel.jp ” orforty-eight“https://www.tpb.gov.ph/marketing(48) hours
and-promotions/”
2. Choose the Event/Expo you want toparticipate in;
3. Register Online by filling out therequired information for the event thatyou have chosen; and4. Click Submit and wait for yourconfirmation document.
OR
1. Go to any DOT Japan Office;2. Inform the person in charge of yourintent to participate in trade events;
and
3. Fill out the Application Form andsubmit.

Name ofEmployee/Officer

VI.

Contact Information of the OfficeVII.

• TOKYO OFFICE:
Philippine Embassy, 5-15-5 Roppongi, Minato-ku,
Tokyo, 106-8537
Tel. No.: 03-5562-1583 | Fax No.: 03-5562-1593
E-mail: dotjapan@gol.com• OSAKA OFFICE:
6F Itoh Building, 3-6-14 Minami Honmachi, Chuo-ku,Osaka, 541-0054
Tel. No.: 06-6251-2400
E-mail: dotosakajapan@lake.ocn.ne.jp

Areas of Jurisdiction: Hokkaido, Aomori, Akita, Iwate, Miyagi,
Yamagata, Fukushima, Tokyo, Ibaraki, Tochigi, Gunma,Saitama, Chiba, Kanagawa, Nagano, Yamanashi, Niigata,
Shizuoka, Okinawa

Areas of Jurisdiction: Toyama, Ishikawa, Fukui, Gifu,Aichi, Mie, Shiga, Kyoto, Osaka, Hyogo, Nara,
Wakayama, Tottori, Shimane, Okayama, Hiroshima,Yamaguchi, Tokushima, Kagawa, Ehime, Kochi, Fukuoka,Saga, Nagasaki, Kumamoto, Oita, Miyazaki, Kagoshima

Procedure for Filing of Complaints

STEP
Submissionof complaint

STEP
Evaluation
andresolution ofcomplaint

COMPLAINANT
Submit a letter complaint in person
Send in a letter –complaint by mail, courieror email with attachedpertinent documents
COMPLAINANT

AGENCY ACTION
Receive, record in a logbook
and document the complaint

Receive and record in alogbook

PERSON
Tourism
Officer

Tourism
Officer
AGENCY ACTIONPERSON
Acknowledge receipt by mail, Tourism
courier, email if email address Officer
is provided or through theappropriate social media
platform and state the specificaction undertaken by theTourism Officer to resolve thecomplaint(Example 1 - We have takennote of your valid complaint.
Henceforth, we are modifying
our system to improve ourworkflow; Example 2 - Forreferral to our Makati head
office c/o Office of theUndersecretary on Oversightfor Foreign Offices;
Example 3 - We regret that
there has been a
miscommunication on thematter. May we set a
conference call with you andthe other party on Friday,
October 13th at 3 PM EasternStandard Time?)

OFFICEOverseasOfficeOverseasOfficeOFFICEOverseasOffice

DURATION
Immediately upon receipt

Within 48 hours Immediatelyupon receipt
DURATION
Within three (3) working days for
simple transactions; not morethan seven (7) working days forcomplex transactions from thedate request was received
For requests involving activities
which pose danger to publichealth, public safety, public
morals, public policy and highly
technical application, not morethan 20 working days