CITIZEN’S CHARTER

HANDBOOK
2024 (1ST EDITION)

OFFICE OF THE MUNICIPAL ENVIRONMENT AND NATURAL

RESOURCES
MUNICIPAL GOVERNMENT OF PALANAN, ISABELA
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Foreword

Consistent with the provisions of Republic Act No. 11032 or the Ease of Doing
Business and Efficient Government Service Delivery Act of 2018, the
Municipal Government of Palanan, Isabela hereby presents our Citizens’
Charter, 2023 (1st Edition) version.

It is in an updated charter that contains all services being offered by the

Municipal Government of Palanan, including those offered to external clients
and internal clients. It likewise contains the Directory of the Municipal
Officials and Officers and the Feedback and Complaint Mechanism used by
the Municipal Government of Palanan, Isabela.

The purpose of this handbook is to ensure that all services provided by the
Municipal Government of Palanan, Isabela are delivered timely and
efficiently. We recognize that the people whom we serve are the heart of why
we serve. Thus, we live by our slogan, “Aksyon Agad para sa Bayan”.

To all Palaneños, I am committed more than ever to advancing and propelling our town to greater
heights and wish for your active cooperation and participation. As always, my doors are always open for
any concerns or issues that need to be addressed. Once again, thank you all for your support, and May
God bless us always!

ANGELO A. BERNARDO
Municipal Mayor
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LGU Profile

MANDATE It is the mandate of every local government unit under RA 7160,

also known as the “Local Government Code of 1991”, to ensure the
preservation and enhancement of culture, promotion of health and safety, right of
people to a balanced ecology, development of technological
capabilities, improvement of public morals, economic prosperity and
social justice, full
employment of residents, peace and order, and the convenience of inhabitants.

PALANAN, the premier coastal eco-tourism destination in the region with empowered
VISION citizenry living in a peaceful and well-balanced environment, under a sustainable/
competitive economy, governed by accountable leaders.

We shall ensure program implementation on socio-economic development through strong

MISSION political will and support, with just utilization of natural resources, preserve and enrich the
values and culture of Paranans, promote capability building, technological advancement,
encourage peoples’ participation and provision of basic infrastructure support services to
every Palaneño.

We, the Municipal Officials and employees of the Municipal Government of Palanan, Isabela
SERVIC commit to deliver quality public service to all Palaneños in a timely manner while adhering
E to the principles of transparency and accountability, human dignity and social justice, and
PLEDG organizational efficiency.
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Directory of Municipal Officials and Officers

NAME POSITION CONTACT NUMBER

HON. ANGELO A. BERNARDO Municipal Mayor 0921-884-
8504
HON. ELIZABETH B. OCHOA Municipal Vice-Mayor 0921-884-
8504
HON. ROBERT B. NERI Sangguniang Bayan 0935-855-
Member 4188
HON. MICHAEL D. RAMILO Sangguniang Bayan 0926-935-
Member 0956
0977-785-8090
HON. PACITA Q. ATANACIO Sangguniang Bayan
0919-607-1172
Member
0998-291-4490
HON. RONNIE A. ATIENZA Sangguniang Bayan
0977-031-2784
Member
HON. EARL JOHN ANGELO S. Sangguniang Bayan 0916-235-
BERNARDO Member 5138
HON. MICHAEL JOHN D. Sangguniang Bayan 0948-216-
BERNARDO Member 5430
HON. RHOENA O. CORPUZ Sangguniang Bayan 0905-260-
Member 5591
HON. RONALDO M. BERNARDO Sangguniang Bayan 0975-519-
Member 7663
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Directory of Municipal Officials and Officers

HON. ANGELINA A. BERNARDO Liga ng mga Barangay 0919-898-
President 8141
HON. ALPHONSE JOAQUIN B. SK Federation President 0956-417-
BAUTISTA 7117
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Directory of Municipal Officials and Officers

NAME OF OFFICER POSITION CONTACT NUMBER EMAIL ADDRESS

0977-639-7899 │
ENGR. MELITO C. CASASOLA, JR., EnP Mun. Planning and Development
0949-416-6776 [email protected]
Coordinator
0917-555-5468 │
ENGR. MELVIN D. CAUILAN Municipal Engineer/ Building Official 0926-303-5031 [email protected]
MS. ELMA O. GONZALES, RSW Mun. Social Welfare and Development 0926-338- [email protected]
Officer 8914 om
MR. LEVITO P. PALOGAN Municipal Civil Registrar 0997-829- [email protected]
4869
MR. RODRIGO B. NERI, JR. Municipal Assessor 0926-863- [email protected]
6473
MR. JAMES T. BERNARDO Municipal Budget Officer 0945-729- [email protected]
7860
MR. RONNIE D. ALVAREZ, CPA, MBA, 0917-559-
Municipal Accountant 5873 [email protected]
MPA
MR. WILBERT E. BAUTISTA Acting Municipal Treasurer 0997-784- [email protected]
2972
0909-703- [email protected]
DR. CLARISH GEI L. ATIENZA Municipal Health Officer 5532 [email protected]
DR. JOSE MARIE G. MONTECLARO Municipal Agriculturist 0927-562- [email protected]
7826 m
MR. FELINO P. BERNARDO Mun. Human Resource Management Officer 0915-334- [email protected]
8075
0927-812-5396 │
FOR. ALBERTO M. GONZALES, PhD Mun. Environment and Natural Resources
0949-497-1573 [email protected]
Officer
Supply Officer III/ 0905-463-6506 │
MR. RANDY V. PARAS, MPA OIC-General Services Officer 0948-401-0221 [email protected]
LDRRMO III/ Mun. Disaster Risk Reduction 0935-952-
MR. GLENN B. CABALDO, CPA and Management Officer
[email protected]
5634
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Directory of Municipal Officials and Officers

Designee
om
Senior Tourism Operations Officer/ 0906-094-
MS. MYROSE B. ALVAREZ, MPA PESO Manager Designee
[email protected]
0385
MS. GRACE B. ONG Population Prog. Officer II 0905-784- [email protected]
0027
Licensing Officer I/
MS. PRECIOUS GAE B. OCHOA BPLO Designee
0917-169- [email protected]
9829
MS. NELIA A. PLATA Secretary to the Sanggunian 0917-885- lgupalananisabela1901@yahoo.
5415
com
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LGU Office Organizational Chart

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LIST OF SERVICES

OFFICE THE MUNICIPAL ENVIRONMENT AND

OF NATURAL RESOURCES
1. Issuance of ESWM Clearance............................................................................................... 8
2. Solid Waste Collection and Transport ………………………………………………………………. 9
3. MRF Operation and Management ….…………………………………………………………….... 10
4. Complaints on Solid Waste Management ……………………………………………………...... 10-11
5. Issuance of Citation Ticket or Demand Letter......................................................................11-12
6. Provision of Planting Materials for Fruit Bearing and Forest Trees Seedlings.............................12-13
7. Provision of Recyclable Materials ……………………………………………………………….…. 13
8. Provision of Compost Soil / Soil Conditioner........................................................................... 14
9. Provision of Technical Assistance/Services to Barangays and Schools
on Waste Segregation and Composting …………………………………………….. 14-15

 Feedback Mechanism ………………………………………………………………. 16-17

 Complaint Mechanism ………………………………………………………………. 18
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0

External Services – Office of the Municipal Environment

and Natural Resources

1. Issuance of ESWM Clearance

This will serve as a proof that the owner/manager has undergone orientation on ESWM conducted by the MENRO.

Office or Division: Municipal Environment and Natural Resources Office (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen
All Commercial, industrial, Institutional, business establishment and agricultural
Who may avail:
business within the municipality.
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
None n/a
PROCESSING PERSON
CLIENT STEPS AGENCY ACTION FEES TO BE PAID
TIME RESPONSIBLE
1. Give the Logbook to the Gina Salazar
1. Sign in Client's Log Book None 5 minutes
client JO - Admin
Aide
2. Present official receipt of 2. MENRO/ MENRO Staff
payment from municipal will prepare the ESWM
Alberto M. Gonzales
treasurer's office certificate after the client None 7-10
SEMS / OIC-MENRO
has been oriented about minutes
Ecoligical Solid
Waste Management.
3. Receive the issued 3. MENRO will sign the Alberto M. Gonzales
None 2 minutes
clearance ESWM Certificate. SEMS /OIC-MENRO
TOTAL NONE 17 minutes
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1

2. Solid Waste Collection and Transport

To ensure timely collection and transport of solid waste in the collection area and to the destination.

Office or Division: Municipal Environment and Natural Resources Office (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen; G2G-Government to Government
Who may avail: All Barangay and Schools
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Note: Only segregated waste shall be collected in the Barangay Central
Materials Recovery Facility (MRF)
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Waste segregators in 1.1 Only segregated waste
barangay within the and only types of waste that
Driver / ESWM
collection area shall are scheduled for collection None As scheduled
collection Team
segregate their waste on a particular day and time
properly. shall be collected.
1.2. Supervise the day-to-day
Reynaldo M.
solid waste collection None As scheduled
Sagundi and Glen
activities and submit report.
S. Cabaldo
2. School's MRF shall be 2. Only segregated waste
maintained by the In-charge and only types of waste that
Driver / ESWM
personnel with proper are scheduled for collection None As scheduled
collection Team
segregation at all times. on a particular day and time
shall be
collected.
TOTAL NONE As scheduled
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3. MRF Operation and Management

To implement proper waste segregation in accordance with Sec. 32-33 of RA 9003
Office or Division: Municipal Environment and Natural Resources Office (MENRO)
Classification: Simple
Type of Transaction: G2C – Government to Citizen; G2G-Government to Government
Who may avail: All Barangay and Schools
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
Visible Barangay MRF or purok MRF
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1.Waste generators shall Jojo C. Villas
1.1. The waste brought in
follow the proper segregation None 8 AM-5 PM and company
MRF shall be composted and
of solid waste. JO - Admin
recycled.
Aide
1.2. Supervise the day-to-day Glen S. Cabaldo
None 8 AM-5 PM
operation of the MRF. and Reynald M.
Sagundi
TOTAL NONE 16 hours

4. Complaints on Solid Waste Management

This serves as a monitoring tool on solid waste management and to take urgent action to any complaints to
maintain proper implementation of RA 9003 or known as the Ecological Solid Waste Management Act of 2000.

Office or Division: Municipal Environment and Natural Resources Office (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen; G2G-Government to Government
Who may avail: All Barangay and Schools
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CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Complaint (2 original) Complaining individual or group
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Sign in Client's Log Book 1. Give the logbook to the
client at the Office of the Gina Salazar
None 2 minute
Municipal Environment and JO - Admin
Natural Resources Officer. Aide
2. Submission of complaint Nestor B. Almonte
2.1. Interview None 5-20 minutes
letter T.A. for
Environment
Alberto M.
2.2. Providing appropriate None 1-2 days
Gonzales
action.
SEMS/OIC-MENRO
1-2 days & 22
TOTAL NONE
minutes

5. Issuance of Citation Ticket or Demand Letter

To implement existing municipal Ordinances on Ecological Solid Waste Management in accordance with provisions of RA
9003 to maintain the cleanliness and orderliness of the municipality to ensure the protection of the environment and public
health.

Office or Division: Municipal Environment and Natural Resources Office (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen, G2G Government to Government
Who may avail: All Citizen
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
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Presence of Violator/s N/A

FEES TO BE PROCESSING PERSON

CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Sign in Client's Log Book 1. Give the log book to the Gina Salazar
None 2 minute
client at the Office of the JO - Admin
MENRO Aide
2, Report of violation 2.1. Interview or investigate Alberto M.
None 5 minutes
Gonzales
SEMS/OIC-MENRO
2.2. Outright issuance or Deputized Law
delivery of citation ticket or Enforcers and
None 5-50
demand letter Alberto
minutes
M. Gonzales
SEMS/OIC-MENRO
TOTAL NONE 57 minutes

6. Provision of Planting Materials for Fruit Bearing and Forest Trees Seedlings
This is support to the greening program to fight climate change and watershed management.

Office or Division: Municipal Environment and Natural Resources (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: All Barangays and Schools
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Request Letter Clients from Barangays or Schools
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FEES TO BE PROCESSING PERSON

CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Sign in Client's Log Book 1.Give the log book to the None Gina Salazar
2 minutes
client at the Office of the JO - Admin
MENRO Aide
2. Submission of Request 2.Received request letter None Gina Salazar
2 minutes
letter JO - Admin
Aide
3. Wait approval / 3. Approval or disapproval of None Alberto M.
3 minutes
disapproval or request the request Gonzales
SEMS/OIC-MENRO

4. If approved, receive / claim 4.If approved, provision of None Conrado

15-30
requested seedlings seedlings to client Cortez JO -
minutes
Admin Aide
TOTAL NONE 37 minutes

7. Provision of Recyclable Materials

This is to maximize the utilization of accumulated recyclables at the municipal MRF.

Office or Division: Municipal Environment and Natural Resources (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen, G2G-Government to Government
Who may avail: All Barangays and Schools
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Request letter Clients from Barangays or Schools
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FEES TO BE PROCESSING PERSON

CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Sign in Client's Logbook 1.Give the logbook to the
client at the Office of the Gina Salazar
None 2 Minutes
MENRO JO - Admin
Aide
2. Receive requested 2. Provision of available
recyclable materials recyclables requested Marieta U. Alvarez
None 10-30
JO - Admin Aide
Minutes
TOTAL NONE 32 minutes
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8. Provision of Compost Soil / Soil Conditioner

To encourage community residents to use organic fertilizer out of biodegradable waste.
Office or Division: Municipal Environment and Natural Resources (MENRO)
Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: All Barangays and Schools
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Request letter Clients from Barangays / Schools
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE
1. Sign in Client's Log Book 1. Give the log book to the
client at the Office of the Jojo C. Villas
None 2 Minute
MENRO JO - Admin
Aide
2. Receive compost soil / soil
conditioner 2. Provision of compost Jojo C. Villas
None 15-30
soil/soil conditioner, if ever JO - Admin
Minutes
available Aide
TOTAL NONE 32 minutes

9. Provision of Technical Assistance/Services to Barangays and Schools on Waste Segregation and Composting

Office or Division: Municipal Environment and Natural Resources (MENRO)

Classification: Simple
Type of Transaction: G2C – Government to Citizen, G2G - Government to Government
Who may avail: All Barangays and Schools
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CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. Request letter (2 original) Barangays / Schools
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTION
PAID TIME RESPONSIBLE

1. Give the logbook to the Gina Salazar

1. Sign in Client's Log Book None 2 Minute
client at the Office of the JO Admin Aide
MENRO
Gina Salazar
2. Submit Request Letter 2. Receive Request Letter None 1 Minute
JO Admin Aide
3. Personal appearance for Alberto M.
3. Interview the Client None 5 Minutes
interview Gonzales
SEMS/OIC-MENRO

4. Scheduling of Field
Alberto M.
4. Wait for schedule Visitation and Conduct of None 1-2 Days
Gonzales
Technical Assistance
SEMS/OIC-MENRO
5. Personal appearance of Alberto M.
5. Provide Technical None 1 Day
Barangay residents or School Gonzales
Assistance
SEMS/OIC-MENRO
3 days and 8
TOTAL NONE
minutes
 Feedback and Complaints Mechanism
FEEDBACK
MECHANISM
Answer the Client Satisfaction Survey Form available in
all LGU offices prior to leaving the LGU office where you
availed services or visited.
How to send feedback?
Put in on the Suggestion Box in the Municipal Lobby or
near
the exits of every LGU offices, or give the accomplished
form to any of the LGU employee.
The LGU employee assigned per office shall collect or
remind the client to drop off the feedback form in the
suggestion box.

The concerned employee shall then review the

accomplished form and check or verify if there are
queries or negative comments to be addressed.
How feedback is processed?
If there is, the concerned employee shall then forward
the said feedback to the Office Head for his or her
appropriate action within one (1) working day.

The Office Head will then formulate a response to the

client and will be sent to the client thru email, phone
call or personal delivery to client’s house the next
working day.
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Other agencies that can be contacted for

feedback:

ANTI-RED TAPE AUTHORITY

CSC CONTACT CENTER NG BAYAN
PRESIDENTIAL COMPLAINTS CENTER

(PCC): [email protected] 8888

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COMPLAINT
MECHANISM
To file a complaint, write a formal complaint addressed
to the Office of the Municipal Mayor, with the following
details:
 Full name and contact information of the
complainant
 Narrative of the complain
 Evidences
How to file complaint?  Office and/or Name of the person being
complained

Submit to the Office of the Municipal Mayor or email to

[email protected]

For follow-ups or queries, please contact the Office of

the Municipal Mayor.
Upon receipt of complaint, the officer assigned shall
coordinate and forward to the concerned Office to
answer the complaint or provide comments and initiate
investigation if necessary or finding of facts regarding
the complaint. The concerned office shall then validate
filed complaint, formulate a response and conduct an
How complaints are processed? investigation, if necessary. After which, they shall submit
a response letter or incident report to the Office of the
Municipal Mayor for LCE’s appropriate action.

The Office of the Municipal Mayor shall then give

feedback to the client thru email or personal delivery.