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Citizens’ Charter of Department of Tourism London


1. 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 instruments. It is likewise mandated to instill in the Filipino the industry’s fundamental importance in the generation of employment, investment and foreign exchange.

2. Vision

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

3. Mission

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

4. 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 the Department 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 the Department;
  • 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 the performance 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 the Department and its public towards good governance.

We Pledge.   (The Vision, Mission and Service Pledge are available on: http//

5. Services Matrix

Service Applied For Who May Avail Documentary Requirements Detailed Steps and Duration Maximum Processing Time Processing Fee in Philippine Peso (PhP) Person in Charge, Position, and name of Unit/Division
Tourism-related Inquiry Anyone None

Proceed to the Information Counter of the DOT Foreign Office (in the office, travel shows, exhibits, events) and relay queries to the person in charge,


Send in an email message inquiry to the official DOT-Foreign Office email address,


Send in a message inquiry to the official DOT-Foreign Office social media account like Facebook, WeChat, Twitter and the like if available

Less than one (1) hour

Not more than three (3) working days for simple transactions; not more than seven (7) working days for complex transactions


Name of Employee/Officer:

Mr. Gerard Panga

Mrs. Katherine Alcantara

Mr. Gerard Panga

Mrs. Katherine Alcantara

Ms. Sharon Anderson (SLC Representation)

Participation in Trade Events in the Philippines, Philippine Business Missions or Product Presentations conducted overseas Overseas Business Owners or Decision-makers with business relevant to Philippine Tourism Duly Completed Participation Form
  1. Coordinate with the Tourism Promotions Board (UK projects) or DOT-Office of Product and Market Development (Spain, Italy, Nordics and other markets under Northern and Southern Europe)
  2. After confirmation, participants may coordinate with PDOT-London regarding relevant information and further needed actions


Less than forty-eight (48) hours None

Name of Employee/Officer

Mr. Gerard Panga

Mrs. Katherine Alcantara

Ms. Neri Cruz (TPB)

Mr. Marc Aradanas (DOT)

6. Contact Information of the Office

Philippine Department of Tourism – London                                             

Embassy of the Philippines
2nd Floor, 10 Suffolk Street

London SW1Y 4HG
Tel:  +44 (0) 207 321 0668

Areas of Jurisdiction:  UK, Italy, Spain, Nordics, Ireland, Portugal,  Turkey and Israel

Social Media Handles

7. Procedure for Filing of Complaints

Submission of complaint

Submit a letter – complaint in person

Send in a letter – complaint by mail, courier or email with attached pertinent documents

Receive, record in a logbook and document the complaint

Receive and record in a logbook

Tourism Officer

Tourism Officer

Overseas Office

Overseas Office

Immediately upon receipt

Within 48 hours Immediately upon receipt

Evaluation and resolution of complaint

Acknowledge receipt by mail, courier, email if email address is provided or through the appropriate social media platform and state the specific action undertaken by the Tourism Officer to resolve the complaint

Example 1 – We have taken note of your valid complaint. Henceforth, we are modifying our system to improve our workflow;

Example 2 – For referral to our Makati head office c/o Office of the Undersecretary on Oversight for Foreign Offices;

Example 3 – We regret that there has been a miscommunication on the matter. May we set a conference call with you and the other party on Friday, October 13th at 3 PM, Manila time or UK time, as applicable.

Tourism Officer Overseas Office

Within three (3) working days for simple transactions; not more than seven (7) working days for complex transactions from the date request was received

For requests involving activities which pose danger to public health, public safety, public morals, public policy and highly technical application, not more than 20 working days


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