(Philippine legal practice article; Public Assistance Bureau / “PAB” setting, with practical drafting guidance.)

1) What a “Request for Assistance” is in Ombudsman practice

A Request for Assistance (RFA) is commonly the entry-point communication lodged by a citizen (or counsel) with the Office of the Ombudsman—often through the Public Assistance Bureau (PAB)—asking the Ombudsman to help facilitate action from a government office, official, or instrumentality regarding a grievance.

Unlike a formal administrative or criminal complaint (which triggers the Ombudsman’s prosecutorial/disciplinary processes under its Rules of Procedure), an RFA is frequently treated as a public assistance or case facilitation matter: the Ombudsman (through PAB) calls the attention of the concerned agency/official, requests a report/comment, and monitors whether the matter is addressed.

Why RFAs matter to agencies and officials

Even if an RFA is not yet a formal “case,” it is still an official Ombudsman communication. A weak or late response can:

prompt escalation into a formal administrative complaint or criminal complaint,
result in adverse findings on neglect of duty, conduct prejudicial, simple misconduct, or related offenses (depending on facts), or
create credibility issues if the matter later becomes a fact-finding investigation.

So, the “Answer” to an RFA should be drafted with the same care as a verified pleading—while staying faithful to the RFA’s typically informal, problem-solving nature.

2) What “Answer” means in this context

In PAB practice, the Ombudsman may require the concerned office/official to submit any of the following (names vary by letter):

Answer to the Request for Assistance
Comment
Explanation
Status Report
Compliance/Action Report
Counter-Statement (if allegations are serious)

In substance, these are all responsive written submissions that must:

address the complainant’s allegations and requested relief, and
show the actions taken or the lawful basis for non-action, with supporting records.

3) Core principles that control the form and content

An effective Answer to an RFA is built around five principles:

Traceability: it must clearly reference the Ombudsman communication (date, subject, reference/ docket number if any).
Responsiveness: it must answer every material point raised.
Documentary support: it must attach relevant records in an organized manner.
Lawful action: it must explain actions taken (or to be taken) under applicable rules.
Professional tone: fact-based, non-retaliatory, and solution-oriented.

4) Required format: the practical standard

There is no single “one-size-fits-all” published template that fits every RFA, but in Philippine practice, the Ombudsman expects a response that looks and reads like an official, accountable pleading/report.

A. Caption / heading block (essential)

Your Answer should begin with:

Office letterhead (if filing for an agency), or at least office identification
Date
Addressee (typically: The Honorable Ombudsman or Director, Public Assistance Bureau / concerned Ombudsman unit)
Office address (as stated in the Ombudsman letter)
Subject line: “Answer/Comment on Request for Assistance” + the complainant’s name + agency reference

B. Reference line (essential)

Immediately identify:

Ombudsman Reference No. (if provided)
Date of Ombudsman letter requiring the Answer
Complainant / requesting party
Respondent office / official
Brief matter description (e.g., “non-release of benefits,” “permit delay,” “alleged discourtesy,” etc.)

This lets the Ombudsman staff match your submission to the file quickly.

C. Title and appearance (best practice)

Use a clear title such as:

ANSWER/COMMENT to the Request for Assistance dated ______ submitted by ______

Then proceed with numbered sections.

5) Required contents: what must be inside the Answer

5.1 Parties and capacity (essential)

State:

the respondent office and its mandate,
the respondent official(s) and positions,
the signatory and authority to sign (e.g., Head of Office, Legal Officer, HRMO, Records Officer).

If you are counsel, state your appearance and attach authority/authorization if not obvious.

5.2 Statement of the case / summary (essential)

In 1–2 paragraphs:

summarize the RFA allegations and relief sought,
state your overall position: complied / partially complied / cannot comply due to legal constraints / ongoing action.

5.3 Chronology of material facts (essential)

Provide a timeline with dates:

when the complainant applied/requested,
what your office did,
any notices sent,
any deficiencies on the complainant’s submissions (if applicable),
current status and next steps.

This is often the most persuasive part of an Answer because it converts allegations into verifiable events.

5.4 Point-by-point response (strongly expected)

Respond to each allegation/request. A reliable structure is:

Allegation/Issue No. 1: (quote or paraphrase) Answer: admit/deny/qualify + factual explanation + cite documents (Annex “A”, “B”, etc.)
Allegation/Issue No. 2: … Answer: …

Avoid blanket denials. The Ombudsman tends to give greater weight to specific, record-based responses.

5.5 Actions taken and corrective measures (critical)

Even if you deny wrongdoing, the Ombudsman generally wants to see:

what has been done to resolve the citizen’s concern, and/or
what improvements your office implemented to prevent recurrence.

Examples:

processing completed, release scheduled, deficiency letter sent,
internal memo issued, staff reminded, queue system adjusted,
case referred to proper unit, administrative review initiated,
coordination with another agency, validation ongoing.

If resolution is not yet possible, include:

clear next steps, responsible unit, and target dates (realistic; avoid vague promises).

5.6 Legal basis (as needed, but often important)

Include legal references when you rely on them, such as:

jurisdiction/authority limitations,
procedural requirements (e.g., missing documents, due process steps),
confidentiality/data privacy restrictions,
budgetary/legal constraints,
pending litigation/appeal affecting action.

Keep this section practical: “Because of X rule, we must do Y step before Z.”

5.7 Attachments and annexes (practically mandatory)

Attach certified true copies or official copies when possible, especially for:

applications, letters, emails, SMS screenshots (authenticated when needed),
receiving stamps, routing slips, logbook entries,
notices sent to complainant,
approvals/denials and the reasons,
relevant office policies, circulars, minutes, memos,
proof of release/payment (with sensitive info appropriately redacted),
proof of meetings/communications.

Annexing style (best practice):

Annex “A” – Ombudsman letter requiring Answer
Annex “B” – Complainant’s request/letter
Annex “C” – Office action/receiving record
Annex “D” – Notice of deficiency
Annex “E” – Final action / release proof …and so on.

Provide an Annex Index if there are many attachments.

5.8 Confidentiality and data handling (recommended)

If documents contain personal data:

redact non-essential identifiers (e.g., full birthdates, account numbers),
keep enough identifiers to match the record (e.g., last 4 digits),
state that redactions were made for privacy compliance while preserving probative value.

5.9 Prayer / requested action by the Ombudsman (essential)

Conclude with a “PRAYER” that matches the situation, for example:

that the RFA be noted as complied with and considered closed, or
that the Ombudsman allow additional time to complete action, or
that the Ombudsman refer the matter to the proper agency if misdirected, or
that the Ombudsman dismiss/terminate PAB assistance for lack of basis (if supported).

5.10 Signature and authority (essential)

The Answer should be signed by:

the head of office or authorized official, or
counsel/authorized representative (with proof of authority if needed).

Include:

printed name, position, office, contact details,
if the Ombudsman letter asks for specific signatory (comply).

6) Verification, oath, and notarization: when to do it

Because RFAs are often handled as assistance matters, the Ombudsman may not always require a verified pleading. However, it is prudent to consider verification when:

the Answer makes factual assertions that may later be litigated,
the allegations include misconduct, dishonesty, corruption, harassment, or other serious charges,
you are submitting sworn denials or relying on personal knowledge, or
the Ombudsman specifically requires a sworn statement.

Practical approach

If the Ombudsman letter says “submit a sworn comment/explanation,” comply and notarize.
If silent, agencies often file an Answer signed under official capacity and attach sworn affidavits only for key factual disputes.

7) Tone, language, and common drafting pitfalls

What works

Neutral, respectful tone.
Precise dates and citations to annexes.
Ownership of fixes (“We corrected X,” “We have now released Y”).
Clear commitments with deadlines.

What backfires

Attacking the complainant’s character.
Long speeches on innocence with no documents.
“We deny everything” without particulars.
Ignoring parts of the RFA.
Overpromising timelines you cannot meet.
Submitting attachments with no labeling or explanation.

8) Filing mechanics: how to submit properly (practical checklist)

Because Ombudsman communications and filing methods may vary by office/unit, follow the letter’s instructions. Still, the standard compliance checklist is:

Correct recipient (PAB or the specified Ombudsman unit).
Correct case/reference number on every page header or cover letter.
Complete annexes and properly labeled.
Proof of service (if the Ombudsman requires furnishing the complainant/counsel).
Official receiving (stamp/receipt, courier tracking, or e-submission acknowledgment).
One consolidated PDF (if electronic) with bookmarks, if possible.

If the Ombudsman imposes a deadline (common), treat it as firm and submit within the period, or submit a motion/request for extension (short, respectful, with reason) if necessary.

9) Relationship to formal Ombudsman cases: why your Answer should anticipate escalation

An RFA can evolve into:

Fact-Finding Investigation,
Administrative complaint (disciplinary),
Criminal complaint (for prosecution),
Referral to another agency with monitoring.

So your Answer should be written as if it could later be annexed to a formal case record. That means:

consistent facts,
no speculation,
documentary support,
no admissions you cannot contextualize,
clear demonstration of lawful process.

10) Suggested template (Philippine practice style)

Below is a practical “Answer/Comment” skeleton you can adapt:

A. Heading

Date
The Honorable Ombudsman / Director, Public Assistance Bureau
Office of the Ombudsman (address per letter)
Subject: ANSWER/COMMENT on Request for Assistance (Name of Complainant) – Ref. No. _____

B. Reference

Ref. No.: _____
Ombudsman Letter dated: _____
Complainant: _____
Respondent Office/Official: _____

C. Answer/Comment

Prefatory Statement / Authority of Signatory
Summary of the Request for Assistance
Relevant Facts and Chronology (table or numbered dates)
Issues (optional but helpful)
Discussion / Point-by-Point Response
Actions Taken / Current Status / Corrective Measures
Legal/Policy Basis (as necessary)
Conclusion

D. Prayer

“WHEREFORE, premises considered, Respondent respectfully prays that the foregoing Answer/Comment be NOTED as COMPLIANCE and that the Request for Assistance be considered RESOLVED/CLOSED,” etc.

E. Signature Block

Name, Position, Office
Contact details

F. Annex Index

Annex “A” to “__”

G. (If required) Verification / Jurat

“SUBSCRIBED AND SWORN…”

11) Special scenarios and what your Answer must include

A) Delay in service / processing

Must include:

queue/processing rules,
reasons for delay (e.g., missing requirements, system downtime),
proof of communications to complainant,
concrete completion plan and dates.

B) Benefits, salaries, monetary claims

Must include:

legal basis for release/withholding,
computation basis (attach worksheet if appropriate),
proof of funding availability or budget constraints (if invoked),
exact status of processing and release schedule.

C) Alleged discourtesy, harassment, abuse of authority

Must include:

incident narrative with specifics,
applicable internal rules/Code of Conduct guidance,
steps taken: inquiry, directive, administrative review, mediation,
sworn statements if demanded by the Ombudsman.

D) Requests that are outside your office’s authority

Must include:

clear statement of lack of jurisdiction,
referral actions taken (to the correct office),
guidance provided to complainant (and proof).

12) Quality-control checklist before submission

Correct Ref. No. and complainant name
Clear timeline with dates
Every allegation addressed
Annexes complete, labeled, readable
Sensitive data redacted appropriately
Concrete actions taken and next steps stated
Signatory has authority; proof attached if needed
Deadline complied with; proof of filing kept

13) A final practical note

An Answer to an RFA is most effective when it does two things at once:

defends the office with records, and
solves the citizen’s problem with a clear, lawful action plan.

If you want, paste the Ombudsman/PAB letter text (remove personal identifiers if you prefer), and I’ll reshape your draft Answer into a clean, compliant format with an annex plan and a point-by-point response structure.