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STEP NO.
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PROCESS / STEPS
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DETAILS
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RESPONSIBLE PERSON
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TIMELINE
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START
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- 1.
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Receive complaints/reports/ queries
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- Receive written complaints from walk in complainants;
- Receive written complaints filed through electronic mail or website portal;
- Receive written complaints or completed complaint forms of passengers assisted by Passenger Rights Assitance Officers (PRAOs) and/or flight monitors;
- Receive endorsed complaints filed from other government agencies.
NOTE: If complaint is received over the phone, LED staff may advise caller to submit formal complaint through electronic mail or throught website portal
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LED Staff
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20 minutes
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- 2.
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Assign Docket Case Number and legal officer
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- Assign Docket Case Number to the written complaint
- Prepare Case Folder
- Assign the complaint to an available legal officer
- Log the written complaint and its detail, as well as the legal officer to the Docket Control Database
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LED Staff
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10 minutes
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- 3.
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Evaluate the nature of complaint
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- Evaluate the nature of the complaint and determine if this Office has jurisdiction over the subject matter or not.
NOTE: If without jurisdiction, proceed to Step 9
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Legal Officer
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5 working days
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- 4.
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Issue Show Cause Letter to involved Stakeholder
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- Prepare Show Cause Letter, log and issue the same to concerned stakeholder and copy furnished the complainant through electronic mail and/or endorse to Administrative Division for mailing and delivery
- Secure Receiving Copy/Delivery receipt from the Administrative Division
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LED Staff
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1 hr
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- 5.
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Receive answer / comment from stakeholder
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- Recieve the answer / comment from the stakeholder, copy furnish the complainant
- Evaluate the answer / comment, if satisfactory, proceed to step 9;
Note: If a violation is found, refer to Step 3 of Monitoring of Stakeholder’s Compliance and Assessment and Monitoring of Penalties Procedure (SOP-LAED-04)
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LED
Legal Officer
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2 working days
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- 6.
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Receive Reply from the Complainant
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- Receive and evaluate the Reply of the complainant, If reply is satisfactory, proceed to Step 9
Note: Proceed to next step if clarification is necessary
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Legal Officer
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2 working days
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- 7.
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Schedule preliminary /clarificatory hearing/meeting
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- Schedule date of preliminary/clarificatory hearing/meeting agreed upon by both parties
- Issue notices of Hearing/meeting to the parties concerned
- Log and endorse notices of hearing/meeting to Administrative Division for mailing and delivery if sending cannot be made electronicaly;
- Secure Receiving Copy/Delivery receipt from the Administrative Division
Note: Clarification may also be made through written communication or modes other than a hearing
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LED Staff
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2 hours
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- 8.
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Conduct investigation/clarificatory hearing
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- Prepare CAB Board Room/ CAB Lounge and Attendance Sheet
- Confirm attendance of parties concerned
- Conduct investigation or clarificatory hearing/meeting
- Issue Cease and Desist Order, if necessary
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LED Staff & Legal Officer
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2 hours
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- 9.
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Submit Resolution/ Order/ Advisory for signature of Executive Director
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- Prepare a draft Resolution / Order/Advisory for review of LED Chief or Executive Director;
- Make appropriate amendment/ revision if required
- Submit final copy of resolution/ order/ advisory for signature of Executive Director
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Legal Officer
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15 working days
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- 10.
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Release Resolution/ Order/ Advisory
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- Log & send the signed resolution/ order/ advisory through email and endorse the same to Administrative Division for release/ delivery
- Secure Receiving Copy/Delivery receipt from the Administrative Division
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LED Staff
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10 minutes
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END
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