NTC OperationsManual - QualityPolicy

Republic of the Philippines
NATIONAL TELECOMMUNICATIONS COMMISSION

BIR Road, East Triangle, Diliman, Quezon City, Philippines
QUALITY MANAGEMENT
SYSTEM
OPERATIONS
MANUAL
QUALITY POLICY MANUAL

Document Title FOREWORD
Document Code i Reviewed by QAR
Revision No. 00 Approved by Commissioner
Revision Date 00 Page No. Page 1 of 1
All pages of this manual relating to the Quality Management System are hereby
approved. The Quality Management System shall be implemented by the Central
Office and the Regional Offices.
January 8, 2016
GAMALIEL A. CORDOBA
Commissioner

Document Title INTRODUCTION
Document Code ii Reviewed by QAR
INTRODUCTION
A Quality Management System refers to the organizational structure, responsibilities,

procedures, processes and resources needed to implement quality management. As
a management tool, and to achieve the quality objectives, the management of the
National Telecommunications Commission (NTC) establishes a quality system for the
effective control, evaluation and improvement of service standard throughout all
stages of the provision of service.

Document Title THE COMMISSION
Document Code iii Reviewed by QAR
A. Background
The National Telecommunications Commission (NTC), pursuant to Act 3846, as

amended, is mandated to provide regulations to all telecommunications services in the
country. The Act empowers the Commission to regulate the construction,
manufacture, possession, control, sale and transfer as well as the establishment, use,
operation of all of radio, broadcast and telecommunications services. The NTC was
created by virtue of Executive Order No. 546 dated July 23, 1979.
The NTC has fifteen (15) Regional Offices, namely:
National Capital Region – Quezon City

Region I – San Fernando, La Union
Region II – Tuguegarao, Cagayan
Region III – San Fernando, Pampanga
Region IV – Batangas City, Batangas
Region V – Legaspi City, Albay
Region VI – Iloilo City, Iloilo
Region VII – Mandaue City, Cebu
Region VIII – Tacloban City
Region IX – Zamboanga City
Region X – Cagayan De Oro City, Misamis Oriental
Region XI – Davao City
Region XII – Kidapawan City, North Cotabato
Cordillera Autonomous Region – Baguio City
CARAGA Region – Butuan City
The NTC commits to adopt a quality system to ensure that the regulation, supervision
and control of all communications, telecommunications and broadcast, including cable
television (CATV) facilities and services meet the requirements and standards of the
International Telecommunications Union.
In order to achieve this objective, the NTC has established and maintains a quality
standards system.

B. MISSION
“The National Telecommunications Commission shall proactively and continually

create a responsive regulatory environment for a viable, affordable, reliable and
accessible telecommunications and information infrastructure and services to
ensure the welfare and protection of our people.”

.
C. VISION
“By 2020, the National Telecommunications Commission (NTC) is a world class

regulatory agency able to lead the Telecommunications and Information sector as
an engine for progress and development.”
National Telecommunications Commission
QUALITY MANAGEMENT
SYSTEM
LEVEL 1
C O N TR O L L E D C O P Y
COPY NO. MASTER COPY
ISSUE NO. 01
DATE OF ISSUE January 8, 2016
DIVISION/SECTION Quality Assurance Representative (QAR)
APPROVED BY
GAMALIEL A. CORDOBA
Commissioner
Reproduction in part or in whole of this manual is strictly prohibited without
prior consent/approval of the Commissioner and should not be brought out of
the NTC’s premises.

Document Title DISTRIBUTION LIST
Document Code QPM-i Reviewed by QAR
MANUAL ISSUED TO DATE ISSUED RECEIVED

COPY ISSUED BY BY
MASTER COPY QAR QAR
COPY 1 COMMISSIONER QAR
2 DEPUTY COMMISSIONER I QAR
3 DEPUTY COMMISSIONER II QAR
4 DIRECTOR, INDUSTRY PLANNING AND QAR
MANAGEMENT BRANCH
5 DIRECTOR, LEGAL BRANCH QAR
6 DIRECTOR, ADMINISTRATIVE BRANCH QAR
7 DIRECTOR, PLANNING, FINANCIAL AND QAR
MANAGEMENT BRANCH
8 DIRECTOR, REGULATION BRANCH QAR
9 DIRECTOR, SPECIAL LICENSING QAR
BRANCH
10 RADIO OPERATOR EXAMINATION QAR
COMMITTEE
11 RADIO SPECTRUM PLANNING DIVISION QAR
12 BROADCAST SERVICES DIVISION QAR
13 EQUIPMENT STANDARDS DIVISION QAR
14 COMMISSION SECRETARIAT QAR
15 MANAGEMENT DIVISION (QUALITY QAR
MANAGEMENT SYSTEM)
16 DEPUTY, QAR QAR
17 DIRECTOR, NCR QAR
18 DIRECTOR, REGION I QAR
19 DIRECTOR, REGIONAL OFFICE II QAR
20 DIRECTOR, REGIONAL OFFICE III QAR
21 DIRECTOR, REGIONAL OFFICE IV QAR
22 DIRECTOR, REGIONAL OFFICE V QAR
23 DIRECTOR, REGIONAL OFFICE VI QAR
24 DIRECTOR, REGIONAL OFFICE VII QAR
25 DIRECTOR, REGIONAL OFFICE VIII QAR
26 DIRECTOR, REGIONAL OFFICE IX QAR
27 DIRECTOR, REGIONAL OFFICE X QAR
28 DIRECTOR, REGIONAL OFFICE XI QAR
29 DIRECTOR, REGIONAL OFFICE XII QAR
30 DIRECTOR, CAR QAR
31 DIRECTOR, CARAGA QAR
All registered manual holders shall be furnished a copy of amendment/s and new
editions. They shall be required to surrender the invalid/obsolete copy to the Quality
Assurance Representative in exchange of the approved revised copy.

Document Title MASTER LIST / DOCUMENT REVISION RECORD
Document Code QPM-ii Reviewed by QAR
Amendment or revision to any page/s of the manual shall be made whenever

necessary to reflect the current quality system.
Any amendment or revision to any page/s of the quality manual shall be approved
by the Commissioner and implemented by the Quality Assurance Representative
(QAR). The QAR shall be responsible for reviewing all amendments/revisions
before approval is given to any changes. Routing should be carried out to all key
personnel and holders of controlled copies of this manual, especially those functions
that are affected by the change. Any comments made during the routing may be
taken into consideration by the QAR when reviewing the Changes.
Amendments/revisions shall be documented using the amendment/revision record

within which shall reflect the updating.
For any amendment or revision, the new issue or revision shall be distributed to all
holders of this manual according to its Distribution List.
At every change or amendment, only the page/s should be re-issued. The re-
issuance of the page/s shall cancel and replace all previous page/s. The amended
page shall be identified by amendment number and the date of amendment shall
be indicated.
A review of this quality manual shall be made at least once a year to reaffirm its
adequacy and conformance to current requirements of the Convention and the
Commission.

Document Title MASTER LIST / DOCUMENT REVISION RECORD
Document Code QPM-ii Reviewed by QAR
Reference Revision Revision No. of

Code TITLE No. Date Page/s
i Foreword 00 1
ii Introduction 00 1
iii The Commission 00 3
A. Background 00 1
B. Mission 00 1
C. Vision 00 1
Quality Policy Manual 00 1
QPM-i Distribution List 00 1
QPM-ii Master List/Document Revision 00 2
Records
QPM-iii NTC Functions (overview) 00 1
QPM-iv Normative References 00 1
QPM-v Definition of Terms 00 7
QPM-01 Management Responsibility 00 18
QPM-02 Quality System 00 3
QPM-03 Control of Documents 00 3
QPM-04 Control of Non-Conformance 00 1
QPM-05 Corrective and Preventive 00 1
Maintenance.
QPM-06 Control of Quality Records 00 1
QPM-07 Internal Quality Audit 00 3
QPM-08 Training 00 1
QPM-09 Statistical Data 00 1
QPM-10 Control Functions 00 2
QPM-11 Handling, Storage, Packaging, 00 1
Preservation and Delivery
QPM-12 Purchasing 00 1
QPM-13 Feedback Mechanism 00 1

Document Title NTC FUNCTIONS
Document Code QPM-iii Reviewed by QAR
The core functions of NTC under its Rationalization Plan (May 2013) is in accordance
with its enabling legislations mandating it to be “primarily responsible for the
regulation, supervision and control over all communications,
telecommunications and broadcast, including cable television (CATV) facilities
and services” in the country equipped with both regulatory and quasi-judicial
powers :
1) Rule-Making
2) Quasi-Judicial
3) Radio spectrum (frequency) management
4) Consumer welfare and protection
5) Commitments to regional and international bodies/organization to which the
Philippines is a party.
1. Rule-Making – power to establish and prescribe rules and regulations, standards,

specifications in all cases related to the issuance of Certificate of Public Convenience
and administer and enforce the same; and promulgate such rules and regulations, as
public safety and interest may require, to encourage a larger and more effective use
of communications, radio and television broadcasting facilities, and to maintain
effective competition among private entities in these activities whenever the
Commission finds it reasonably feasible.
2. Quasi-Judicial – the quasi-judicial or adjudicatory function of the NTC pertains to

its power to investigate facts or ascertain the existence of facts, hold hearings, weigh
evidence, and draw conclusions from them as bases for their official functions; allows
NTC to conduct formal hearings and technical and financial evaluations on
applications for Certificate of Public Convenience and Necessity for the operation of
public telecommunications and broadcast services and facilities and on petitions for
authority to charge rates, increase capitalizations, investments and other related
matters.
3. Radio spectrum (frequency) management consists of the following processes

and procedures:
a) Radio spectrum planning – pertains to the development of radio spectrum
allocation policies, plans, and regulations relating to the use of the radio spectrum.
b) Radio frequency/channel assignment – pertains to the frequency assignment
process for radio communications systems in accordance with the national
frequency allocation plan.

c) Licensing – pertains to the process of conferring the legal authority to operate

a radio station under specific conditions,
 issuance of Certificate of Public Convenience (CPC) for the operation of
communication utilities and services, radio communication systems, wire or
wireless telephone or telegraph systems, radio and television broadcasting
systems and other similar public utilities. Sec. 15 (a) of EO 546
 grant permits for the use of radio frequencies for wireless telephone or
telegraph systems, radio and television broadcasting systems. Sec. 15 (c)
of EO 546
 undertake the examination and licensing of radio operators. Sec. 15 (i) of
EO 546
d) Radio and Communications Equipment Standards and Certification –
pertains to the formulation of technical regulations and standards for
telecommunications equipment and the issuance of Type-Approval/Acceptance
certificate, importation permits/clearances for customer premises equipment (CPE)
and other telecommunications equipment.
e) Radio Enforcement (monitoring, inspection and investigation)

 spectrum monitoring serves as the eyes and ears of the spectrum
management process. Authorized use of spectrum does not ensure that it
is being used as intended.
 inspection and investigation functions are primarily being performed by the
ROs through inspection and field investigation, scanning of the entire radio
frequency spectrum with the use of sophisticated radio monitoring and
electronic equipment and analyzes and evaluates the various signals
monitored, measures frequencies of radio stations to determine
whether or not they are within the tolerance prescribed under
domestic and international laws and regulations.
f) International Cooperation – The Philippines is a signatory to various treaties

and international conventions, and a party to various international organizations,
such as International Telecommunications Union (ITU), International Maritime
Organization (IMO), World Radio Conference (WRC), ASEAN Telecom
Regulators’ Council (ATRC), and Asia Pacific Telecommunity (APT). The NTC
safeguards national interests in multilateral and bilateral negotiations where radio
spectrum is discussed.

g) National Cooperation – NTC coordinates with, and consults the radio users
composed of the businesses, communications industries, government users and
the general public
4. Consumer Welfare and Protection – NTC promotes consumer welfare by

facilitating access to services geared toward the needs of individual and business
users, and protect them against abusive market behavior of dominant players through
investigation of complaints and exacting compliance with service standards.
5. Commitments to regional and international bodies/ organizations to which the

Philippines is a party – (related to the international cooperation function of NTC)

Document Title NORMATIVE REFERENCES
Document Code QPM-iv Reviewed by QAR
The following standards and references are relevant to the undertaking and in the
implementation of the Quality Standard System.
Executive Order 546 - Section 14

Creation of the National Telecommunications Commission
Republic Act No. 3846

An act providing for the regulation of radio stations and radio communications in the
Philippines and other purposes.
Republic Act No. 9184 (R.A. 9184)

"Government Procurement Reform Act"
Office Order No. 57-07-2013

Rationalization Plan of the National Telecommunication Commission (NTC)

Conduct of Regional Management Review Meetings

Additional Functions of the Management Division under the Planning, Financial and
Management Branch

Feedback Mechanism in the Delivery of Services
Memorandum Circular 19-12-2000

Administrative Fees and Charges of NTC

Administrative Fees and Charges for GSM Radio Base Stations)

Spectrum User Fees

Amendments of Section 4 and Section 5 of MC 10-10-97

Document Title DEFINITION OF TERMS
Document Code QPM-v Reviewed by QAR
1. AUDIT – a systematic, independent and documented process for obtaining audit

evidence and evaluating it objectively to determine the extent to which the Audit
criteria are fulfilled.
2. AUDIT PLAN – refers to the description of the activities and arrangement of an

audit.
3. AUDIT PROGRAM – refers to arrangements for a set of one or more audits

planned for specific time frame and directed towards a specific purpose.
4. AUDIT TEAM – refers to one or more auditors conducting an audit, supported if

needed by technical experts.
5. AUDITEE – refers to the unit/division being audited.
6. AUDITOR – refers to the person with the demonstrated personal attributes and
competence to conduct an audit.
7. BROADCASTING SERVICE – A radio communication service in which the

transmissions are intended for direct reception by the general public. This
service may include sound transmissions, television transmissions or other
types of transmission.
8. BROADCASTING STATION – A station in the broadcasting service.
9. CATV STATION LICENSE – should be secured by a CATV operator once given

a Certificate of Authority and/or CPCN
10. CERTIFICATE OF PUBLIC CONVENIENCE (CPC) - a grant consistent with the

telecommunications policies and objectives to a qualified applicant, after due
notice and hearing, of a final authority to own, operate and maintain a public
telecommunications/broadcast facility/service by the National
Telecommunications Commission
11. CERTIFICATE OF AUTHORITY (CA) - authority to operate Cable Antenna

Television (CATV) system shall be granted by the Commission on a non-
exclusive basis and for a period not to exceed ten (10) years, renewable for
another similar period: Provided, that such certificate shall be subject to the
limitation that the authority to operate shall not infringe on the television and
broadcast markets.

12. CLIENT- the recipient of a product or service.
13. COMMISSION – shall mean the National Telecommunications Commission

Headed by a Commissioner and assisted by two (2) Deputy
Commissioners.
14. COMMISSIONER – shall refer to the appointed head of NTC with executive
powers to direct its activities and implement its policies.
15. CONTROLLED DOCUMENT – an identified document which is considered

necessary to deliver the required quality services expected of the Commission
in the issuance of STCW Certificate of Competency. This document is allocated
to a specified recipient who shall automatically be provided with amendments
and re-issues.
16. CONSTRUCTION PERMIT - is a certificate or written authority issued by the

NTC for the construction or installation of a radio station as required by these
regulations.
17. CORRECTIVE ACTION – action taken to eliminate the cause of an existing non-
conformity, defect or other undesirable situation in order to prevent recurrence.
18. CUSTOMER – refers to other member agencies, seafarers, RMTI, MAC who
are directly or indirectly dealing with them.
19. DEPUTY QUALITY ASSURANCE REPRESENTATIVE – refers to the

responsible person who assists the QAR in the implementation of the QSS.
20. DIRECT-TO-HOME / DIRECT-TO-USER - a subscribed TV service operating in

the broadcasting satellite service band
21. DOCUMENT – a paper or any form of software containing information for the
establishment of facts, evidence or proof.
22. FIRST LEVEL Internal Quality Audit - Refers to the self-assessment conducted
on an annual basis by each member-agency to ensure continual improvement
of their Quality Standards System (QSS) and compliance to the requirements of
the 1978 STCW Convention, as amended.


23. INTERNAL QUALITY AUDIT (IQA) – the office and person responsible for
evaluating whether or not quality systems are being implemented and make
recommendations to the Chairman to improve them.
24. ITU – International Telecommunications Union.
25. LEAD QUALITY AUDITOR – an auditor designated to manage a quality audit.
26. MAJOR NON-CONFORMANCE – refers to the absence of one or more of the

required system elements of the Quality Standards Systems or a situation which
raises significant doubt that the education, training, or services will meet the
specified requirements.
27. MANAGEMENT REVIEW – a formal evaluation by the top management of the

status and adequacy of the implementation of the Quality Standards System.
28. MINOR NON-CONFORMANCE – refers to a single system failure or lapse in

conformance with a procedure relating to the applicable standard. This failure
does not indicate a system breakdown nor raises doubt that the education,
training or services will meet the specified requirements.
29. MULTIPOINT VIDEO DISTRIBUTION SERVICE – a subscribed TV service

operating in the terrestrial (fixed) multi-band distribution band allocation
30. NON CONFORMITY – an observed situation where objective evidence indicates

the non-fulfillment of specified requirement.
31. NON-CONFORMANCE – refers to the deficiency or non-compliance with the

required standards and procedures in the implementation of the approved
course programs.
32. NOTEWORTHY EFFORTS (NE) – refers to initiative undertaken by the

institution to achieve higher level of qualitative results (e.g. best practices that
resulted towards further improvement of expected outcomes).
33. NTC – National Telecommunications Commission.


34. OBJECTIVE EVIDENCE – is a factual exhibit or information which can be

proven to be true, based on facts obtained through audit activities like
observation, measurement test or other means of evaluation of an activity.
35. OBSERVATION – is not a non-conformance but something that could lead to a

non-conformance if not properly addressed or a finding without clear evidence
to verify that it constitutes a non-conformance.
36. OBSERVER – refers to a person who accompanies the audit team but does not
audit.
37. ORIGINATOR – official or employee, unit, section, division or office where the
non-conformance occurs and where the preventive and corrective action should
be taken.
38. OUTSOURCED PROCESS – Refers to process that the commission needs for
the QSS which they have chosen to be performed by an external party.
39. PERMIT TO DEMONSTRATE/PROPAGATE – a written authority issued by the

NTC to registered dealers/manufacturer of radio communication equipment
allowing them to use certain frequencies for demonstration and/or propagation
test purposes.
40. PERMIT TO IMPORT – is a certificate or a written authority issued authorizing
a person, firm, company, association or corporation to import a type approved
and/or accepted radio communication equipment.
41. PERMIT TO PURCHASE - is a written authority or certificate issued by the NTC

to a person, firm, company, association or corporation, authorizing the holder
thereof to purchase a radio transmitter or transceivers.
42. PERMIT TO POSSESS - is a certificate or written authority issued by the NTC,

authorizing a person, firm, company, association or corporation to possess a
radio transmitter or transceiver.
43. PHILIPPINE NATIONAL SINGLE WINDOW (PNSW) – a computerized
internet-based system that allows parties involved in trade to lodge information
and documents with a single entry point to fulfill all import, export and transit-
related regulatory requirements.


44. PREVENTIVE ACTION – an action taken to prevent a possible non-conformity

to occur.
45. PROCEDURE – A series of steps followed in a regular order, what shall be done
and by whom, when and how it shall be completed.
46. PRODUCT/SERVICE – Refers to the documentary evidence in reference to the

process of continuous monitoring of the QSS of member-agencies and METIs.
47. PROVISIONAL AUTHORITY (PA) – an authority, for a limited period, granted to

a qualified Applicant to operate and maintain a public
telecommunications/broadcast/CATV facility/service by the Commission,
pending the grant of CPC/CA
48. PUBLIC CALLING STATIONS/OFFICE AND/OR TELECENTER SERVICE

PROVIDER (PCOTSP) – refers to a person/entity who, by providing its own
public calling station and/or telecenter equipment, provides telephone service.
49. PUBLIC TELECOMMUNICATIONS ENTITY (PTE) - any person, firm,

partnership or corporation, government or private, engaged in the provision of
telecommunications services to the public for compensation.
50. QSS – Quality Standards System.
51. QUALITY – totality of characteristics of an entity that bear on the ability to satisfy
stated and implied needs.
52. QUALITY ASSURANCE (QA) – refers to the planned and systematic activities
implemented within the quality system and demonstrated as needed to provide
adequate confidence that an entity will fulfill requirements for quality.
53. QUALITY ASSURANCE REPRESENTATIVE (QAR) – the person charged with

the responsibility of ensuring that the requirements of the Quality System are
understood, implemented and maintained.
54. QUALITY AUDIT – is an independent and systematic evaluation conducted to
determine.
55. QUALITY MANUAL – is an authorized document stating the quality policy and


describing the quality system of an organization.
56. QUALITY POLICY – is the formal statement expressed by the top management
setting-up guidelines for actions to be taken by all employees of a company to
reach its quality objectives.
57. QUALITY SYSTEM – consists of an organizational structure, responsibilities,

quality policy manual and procedures, quality records, processes and resources
needed to implement quality management to meet the quality objectives.
58. QUALITY SYSTEM AUDIT – an audit that reviews the activities in a quality
system.
59. RADIO STATION - One or more transmitters or receivers or a combination of

transmitters and receivers, including the accessory equipment, necessary at one
location for carrying on a radio communication service. Each station shall be
classified by the service in which it operates permanently or temporarily.
60. RADIO STATION LICENSE – an authorization issued by NTC to an entity or

operate radio stations.
61. RECORD – is any written amount of facts obtained from an observation or an

event. In quality assurance, a record is normally a chart, a form, or a document
which furnishes objective evidence of activities performed or results achieved.
62. SERVICE – the result of activities or processes.
63. SLB – Special Licensing Branch.
64. TEMPORARY PERMIT (TP) – permit being issued for the actual operation of
the broadcast station/CATV station and should be secured by a
broadcast/CATV operator once given a PA
65. TV RELAY STATION - A TV station re-transmitting programs from a main station
(i.e. Metro Manila Station)
66. TV TRANSLATOR - A TV Relay station operating below 100 watts
67. UNCONTROLLED DOCUMENT – a document which is issued for information

purposes only. The recipient of the document shall not be provided with the
amendments and re-issues.


68. VALUE-ADDED SERVICES (VAS) – refer to enhanced services beyond those

ordinarily provided for by local exchange and inter-exchange operators, and
overseas carriers through circuit switched networks.
69. VALUE-ADDED SERVICE (VAS) PROVIDER – an entity which, relying on the

transmission, switching and local distribution facilities of the local exchange and
inter-exchange operators, and overseas carriers, offers enhanced service
beyond those ordinarily provided for by such carriers.
70. VERIFICATION-The act or process of determining whether an activity or service

meets specified requirements.
1. Whether quality activities and related results comply with the quality
system documentation.
2. Whether the procedures in the quality system documentation are

implemented effectively and are suitable to achieve the desired
objectives.
55. VOICE OVER INTERNET PROTOCOL (VOIP) SERVICE – is the provision of
voice communication using Internet Protocol (IP) technology, instead of
traditional circuit switched technology.

Document Title MANAGEMENT RESPONSIBILITY
Document Code QPM-01 Reviewed by QAR
Quality Policy
The National Telecommunications Commission (NTC), pursuant to Act 3846, as

amended, is mandated to provide regulations to all telecommunications services in
the country. The Act empowers the Commission to regulate the construction,
manufacture, possession, control, sale and transfer as well as the establishment,
use, operation of all of radio, broadcast and telecommunications services.
The National Telecommunications Commission commits to ensure the

implementation, compliance and effectiveness of its Quality Management System
through regular internal assessment and management review.
The NTC shall maintain continuity of the quality standards regardless of change in
staff.
The Commission shall continuously pursue quality improvement by means of

periodic feedback as well as from the result of assessment, evaluation and
observation with purpose to meet customer satisfaction.
Signed: ______________________ Date: January 8, 2016

GAMALIEL A. CORDOBA
Commissioner

The Commission is committed to ensure that:
1. All licensing and monitoring activities carried under its authority are
continuously monitored thru a quality standard system to ensure
achievement of defined objectives.
2. All key personnel who will manage perform and verify work affecting
quality and define their responsibilities and authority limits are identified.
3. The hierarchy of functions, which clearly defines the line of responsibility

and accountability, are properly established to ensure quality
performance in all levels.
4. There is adequate resources for the management and performance of

work, which includes necessary verification activities and regular audits
are properly provided for.
5. Officials and employees are properly trained to ensure compliance to the

established quality management system.
6. A qualified Quality Assurance Representative be appointed who will be

responsible for the establishment, implementation and maintenance of
the NTC Quality Management System and reporting of its performance.
7. The Quality Management System is understood, implemented and

maintained by the concerned officials and employees.
8. An internal audit shall be conducted at least once a year.


1.0 Field of Application
The Quality Management System shall cover the following activities carried out
by the different departments/divisions/sections:
1. Application for Certificate of Public Convenience and Necessity

(CPCN)/Authorization of PTEs
2. Extension/Renewal of Provisional Authority
3. Issuance of Permits
a. Permit to Import
b. Permit to Purchase / Permit to Possess
c. Permit to Construct
d. Demo Permit
4. Issuance of Frequency Assignment Sheet (FAS), Frequency Assignment
Notice (FAN) and Notice of Frequency Supportability (NFS)
5. Issuance of Type Acceptance/Approval Certificate and Grant of Equipment
Conformity Certificates
6. Issuance of New/Renewal/Modification of Radio Station License/TVRO
7. Issuance of Certificate of Registration
a. TVRO
b. Wireless Date Network (WDN) Registration
c. Short Range Devices (SRD) Registration
8. Issuance of Short Range Radio Service (SRRS) Equipment Permit to
Purchase
9. Blocking of Lost Cellular Phone and SIM Cards
10. Complaint on Text Message

2.0 Quality Objective:
1. To handle the organization’s sources strategically through effective

planning.
2. To ensure the implementation, compliance and effectiveness of its Quality
Management System (QMS) in order to meet customer requirements.
3. To monitor adherence to objectives and its Key Performance Indicators
(KPI) and performance measures on quality, efficiency and timeliness.
4. To make all personnel aware and its regulatory and statutory requirements
by disseminating all issuances, memoranda, advisories and notices
5. To facilitate the effective deployment and improvement of the QMS.
3.0 Organization
The organizational chart of the NTC is shown in Figure 1. Responsibilities of

each unit are described below:
3.1 Special Licensing Branch (SLB)
The SLB acts on all non-decentralized radio service licenses pursuant

to local and international radio rules and regulations, conventions, and
treaties where the Philippines is a party.
(a) Special Radio Services Division (SRSD)

The SRSD acts on all non-decentralized licensing functions of non-
carrier radio communications network in the fixed and land mobile
services, and all applications for permit to import radio
communications equipment, wireless data network equipment and
devices filed through the Philippine National Single Window.

(b) Safety Radio Services and STCW Compliance Division (SSCD)
Note: The functions and corresponding procedures are provided in

the separate NTC Quality Standards System (QSS) Manual which
has been issued ISO 9001:2008 Certification valid until October 2016
for the Accreditation of Radio Maritime Training Institutions and
Assessment Centers and Administration of GMDSS Radio Operator
Examination.
3.2 Administrative Branch
(a) Human Resource Division:
1. Prepare and recommend to the Commission an annual,

medium and long-term training plans and programs as well as
policy measures and programs related to training.
2. Conduct and/or coordinate training of all employees of the
Commission.
3. Seek the assistance of concerned government agencies to
obtain scholarship grants from local and foreign entities for
deserving employees of the Commission and for those who
need to be trained by reason of their functions.
4. Seek the assistance of training institutions for the
improvement of the training plans and programs and training
facilities of the Commission.
5. Conduct researches and studies on human resource
development to optimize training resources, including the
measurement of the quality of training programs through post-
training evaluation.
(b) General Services Division
The General Services Division is tasked to provide office supplies,

materials, equipment, documents and certificates of the divisions
performing maritime related functions and activities as well as the
various offices of the Commission.

(c) Central Records Section
The Central Record Section shall be responsible for the storage

and preservation and safekeeping of records or files of
documents and certificates essential to the certification and
accreditation functions of the Commission.
3.3 Legal Branch
The Legal Branch conduct formal hearings on applications for Certificates

of Public Convenience and Necessity for the operation of communications
utilities and services, radio communications systems, wire or wireless
telephone or telegraph systems, radio and television broadcasting systems,
and other similar public utilities and petitions for authority to charge rates,
increase capitalization, incur loans and other related matters.
The Legal Branch acts on:
a. Extension/Renewal of Provisional Authority

b. The litigation of questionable permits, licenses, documents, and
other matters requiring legal action
3.3.1 Consumer Welfare and Protection Division (CWPD)
The CWPD shall act on all consumer complaints related to the provision
of services by public telecommunications entities (PTEs), broadcast and
CATV companies, radio and telecommunications equipment suppliers,
including radio dealers and mobile phone suppliers; and handle
complaints regarding stolen mobile phones and illegal/obscene texts
and messages, including spam, fraudulent texts, threats and other
related items, in coordination with appropriate offices and agencies.

3.4 Regulation Branch
The Regulation Branch supervises and regulates all public

telecommunications entities by formulating and developing rules and
regulations.
(a) Networks and Facilities Division (NAFD)
The NFD acts on all applications for permits and licenses filed by
public telecommunications entities as part of the authorization and
registration process.
(b) Services and Interconnections Division
The SID acts on all applications for authorization and registration by

public telecommunication entities; recommend minimum service
performance standards; and prepare studies, comments, position
papers and recommendations on international issues affecting the
Philippine telecommunications sector, including international traffic
settlements, matters and issues raised by international
organizations.
3.5 Broadcast Services Division (BSD)
The Broadcast Services Division undertake the functions pertaining to

the regulation of the broadcast and cable TV operations to include
issuance of provisional authorities / certificate of authorities / certificate
of public convenience and necessity of all broadcasting TV and radio
stations including cable TV system. BSD also undertake the functions of
issuing permits/ licenses of broadcast stations, cable TV stations and
auxiliary stations of broadcast and cable TV networks.
3.6 Equipment Standards Division
The Equipment Standards Division (ESD) evaluates communications

and wireless equipment for conformance to international and national
standards. Prior to use and market to the Philippines, all communications
and wireless equipment such as transceivers, Bluetooth devices, mobile
phones must be issued a Type Acceptance Certificate, Type Approval
Certificate of a Grant of Equipment Certificate.


3.7 Radio Spectrum Management Division (RSPD)
The Radio Spectrum Management Division provide long term policies in

planning, coordinating, regulating and administering the use of radio
spectrum within the country, except for radio services with pre-allocated
frequency bands, such as the maritime, aeronautical and radio
broadcast services (AM and FM radio and television); and sub-allocate
radio frequency bands for various radio services in accordance with
international regulations, national priorities and factors that may
influence spectrum planning, namely: policy and legal, economics,
social, ecological and technical factors;
3.8 Planning, Financial and Management Branch
(a) Information Technology Unit (ITU)

The Information Technology Unit shall be responsible for the
continued operation of all computer systems (Hardware and
Software) and accessories used in the performance of quality
services.
(b) Management Division (QMS)
The Management Division is in charge of the Quality

Management System of the Commission and shall be under the
direct supervision of the Quality Assurance Representative (QAR)
and shall have the following duties and responsibilities:
1. Verify whether all internal management control, monitoring

measures and procedures comply with the QSS manual.
2. The Chief, Management Division is tasked to conduct a
systematic monitoring activity, including internal quality
assurance reviews.
3. Identify strengths and weaknesses of the quality procedures,
and whether the latter are properly complied with.
4. Document the results of each quality assurance review and
inform the responsible person of such results.

5. Establish corrective action and improvement plans in order

that timely action is taken to correct the deficiencies.
6. Assist the QAR in the revision / amendment of the QMS
manual.
7. Maintain and update QMS Manual in coordination with all the
concerned units of the Commission.
8. Review all proposed amendments of concerned units prior to

Presentation, deliberation and approval of the Management
Review Committee (MRC); and final inclusion in the QMS
Manual.
9. Implement corrective and preventive action/s in coordination

with the Internal Auditors regarding non-conformance of
concerned unit/s.
3.9 Industry Planning and Management Branch (IPMB)
Industry Planning and Management Branch (IPMB), is a newly created

branch under the Rationalization Plan. IPMB undertakes sectoral
planning and ensure the quality, safety, reliability, security, compatibility
and interoperability of telecommunications facilities and services in
conformity with standards and specifications set by international radio
and telecommunications organizations to which the Philippines is a
signatory.
3.9.1 The Industry Planning and Research Division (IPRD)
A newly created division under the IPMB is responsible for the

provision of services relating to broadcast and public
telecommunications industry planning and development; advice
to management on the status, current trends and developments
in the broadcast and telecommunications industry; continuing
analysis of economic conditions and trends relating to the sectoral
area in which the NTC is concerned.

3.10 Regional Offices
Under the Rationalization Plan, the NTC has fifteen (15) regional offices
including the newly institutionalized Regional Office No. XIII (CARAGA
Regional Office). The regional offices are under the direct supervision of
the Office of the Commissioner.
The NTC Regional Offices are:

 NTC Regional Office No. I (San Fernando, La Union)
 NTC Regional Office No. II (Tuguegarao, Cagayan)
 NTC Regional Office No. III (San Fernando, Pampanga)
 NTC Regional Office No. IV (Batangas City)
 NTC Regional Office No. V (Legaspi City)
 NTC Regional Office No. VI (Iloilo City)
 NTC Regional Office No. VII (Mandaue City, Cebu)
 NTC Regional Office No. VIII (Tacloban)
 NTC Regional Office No. IX (Zamboanga City)
 NTC Regional Office No. X (Cagayan de Oro City)
 NTC Regional Office No. XI (Davao City)
 NTC Regional Office No. XII (Cotabato City)
 NTC Regional Office No.XIII (Butuan City)
 NTC National Capital Region
 NTC Cordillera Autonomous Regions
The Regional Offices perform the following functions:
 Enforce and implement telecommunications laws and other

pertinent laws, decrees, letters of instructions, and rules and
regulations promulgated therewith, as well as policies and
guidelines set by the Commission governing the installation and
operation of all telecommunications services or stations and
facilities, including radio and television broadcasting systems
within the regional area;
 Upon authority of the Commission, conduct hearings for the grant
of authorization to operate telecommunications public utilities or
services and submit recommendation thereon to the Commission;


 Attend to the inspection and field investigation of all

telecommunications services or stations, including radio and
television broadcasting system, and in the monitoring of the radio
frequency spectrum;
 Assist the Legal Branch in the conduct of administrative
investigation against erring employees below the rank of the
Assistant Regional Director of the RO;
3.11 Quality Assurance Representative (QAR)
A Quality Assurance Representative shall be designated and ensure that

the quality systems procedures within the organizational field of
application is established, implemented and maintained.
The Quality Assurance Representative has the following functions:
a) To ensure that only approved documents are being used and

obsolete documents are removed from the system.
b) To implement corrective and preventive action(s) when necessary,
and to ensure that follow-up is carried out to monitor and evaluate
the effectiveness of the corrective action.
c) To ensure that non-conformance/s are appropriately reviewed and
disposed of.
d) To coordinate and be responsible to clients on all matters related
to quality.
e) To be responsible for initiating internal quality audits at specified
time frames and to monitor and evaluate its subsequent follow-up.
f) To coordinate with the foregoing units, sections and divisions on
quality matters.
g) To ensure the conduct of internal quality audits.
h) To submit regular reports such as, but not limited to, summary of
internal quality audit findings and feedbacks from customers.
i) To effect changes done in QMS.


3.12 Deputy Quality Assurance Representative (DQAR)
The Deputy Quality Assurance Representative shall assist the QAR for
the proper and effective implementation of the Commission’s Quality
Management System.
3.13 Management Review Committee (MRC)
The Management Review Committee shall be responsible for the

effective implementation of the Quality Management System, which
includes among others i.e. corrective and preventive actions on non-
conformances, internal and external audit.
3.13.1 Management Review Meeting (MRM)

NTC shall conduct at least once a year a management review to
ensure the continued applicability, suitability and effectiveness of
the quality system in complying with its policies and standards.
The management review shall include but not limited to:
 Over-all system effectiveness
 Consideration of new policies, rules and regulations
 Internal and external audit reports
 Non-conformities and complaints
The QAR shall keep the record of said meeting for five (5) years.
3.13.2 Regional Management Review Meeting (RMRM)

All Regional QAR shall conduct a Regional Management
Review meeting within their area of jurisdiction to ensure
effectiveness of the QMS.


The RMRM Agenda shall include but is not limited to the following:
 Result of First Level and/or Second Level Audit

 Result of Central Management Review Meeting
 Feedback from seafarers
 Process Performance
 Resources and Training Requirements
 Other matters
The Agenda, Record of Attendance and Minutes of Meeting shall

be forwarded to the Quality Assurance Representative (QAR).
RMRM shall be conducted at least once a year.
3.14 Documents and Records Control Officer
The Document and Records Control Officer is in charge of the record

keeping of all documents pertaining QMS manual. He shall ensure that
all documents are kept safe, orderly and are available when needed.
3.15 Quality Assurance Representative Secretary
The Quality Assurance Representative Secretary shall be responsible

for the recording of all incoming and outgoing documents. He/she shall
assist the QAR in scheduling and recording the minutes of the meeting;
coordinates with the Chief, Management Division, Management Review
Committee, and all unit Heads regarding updates and maintenance of
existing QMS.


Figure 1 ORGANIZATIONAL STRUCTURE
COMMISSIONER
Deputy Commissioner Deputy Commissioner
Quality Assurance Representative (QAR)
Deputy Quality Assurance Representative

(DQAR)
Broadcast Services
Radio Spectrum
Division
Planning Division
Legal Branch Special Regulation Administrative Industry Planning, Financial

(LB) Licensing Branch (RB) Branch Planning and and Management
Branch (SLB) (AB) Management Branch (PFMB)
Branch (IPMB)
Internal Human Finance

Legal Safety Networks Resources Industry Division
Affairs Radio and Division Planning (FD)
Division Services Facilities and
(ILAD) and STCW Division Research
Compliance (NAFD) Division
Division (IPRD)
(SSCD)
Management
General Division
Services (MD)
Adjudication Division
Division
(AD)
Special Radio Services Equipment Corporate

Consumer
Records Standards Planning &
Services and Section
Welfare Division Programming
Division Interconnect
and (ESD) Division
Protection ion Division
Division (SID)
(CWPD)
Information
Technology
Unit (ITU)
15 Regional Offices


4.0 RESOURCE MANAGEMENT
4.1 Provision of Resources
NTC ensures that each unit is provided with sufficient, competent,

qualified, experienced and trained personnel to implement and control
all their respective scopes of responsibilities and activities.
NTC shall allocate resources on the conduct of quality standards system

activities. This shall include provision of equipment, software, supplies
and materials, including assignment of trained and qualified personnel
to monitor verification activities, including internal quality audits.
4.2 Human Resources
4.2.1 General
To ensure all the respective scope of services are maintained and

improved, and appointing competent human resources to take
care of the dynamic demands for higher education, training and
qualification standard.
4.2.2 Competence, Training and Awareness

4.2.2.1 NTC has established a Team of trained and qualified
independent Auditors and Evaluators to periodically
audit/monitor its units.

QUALITY POLICY MANUAL SUPPORT

Document Title
LEADMANAGEMENT RESPONSIBILITY
QUALIFICATION AUDITOR STAFF /
AUDITOR
Document Code QPM-01 Reviewed by OBSERVER
QAR
College
Revision DateEducation 00 Graduate Page No. Tertiary Level
Page 16 of 18
 Certificated in ISO
Certificated in
9001:2008
Auditor training Lead Auditors
 Certificated in Internal
Course
Quality Audit
At least three
At least four
complete audits
complete audits
Audit experience as observer N/A
within the last
within the last
five (5) years
five years
 Applicable Radio Laws and Regulations

Knowledge
 Basic knowledge of the QMS
.1 QUALIFICATIONS FOR AUDITORS:


.2 QUALIFICATIONS FOR QSS PERSONNEL:
POSITION MINIMUM REQUIREMENTS
 Director Level
Quality Assurance
 Certificated in ISO 9001:2008
Representative
 Proficient in their agency’s QMS
 Supervisory level duly designated by

Deputy Quality
the member-agency
Assurance
Representative
 Proficient in their agency’s QMS
QAR Secretary  Training in ISO 9001:2008


POSITION MINIMUM REQUIREMENTS

Documents and Records  Certificated in Document and Records
Control Officer Control
4.3 Infrastructure
NTC has determined, provided and maintained the infrastructure needed

to achieve QMS compliance by providing within NTC building sufficient
office space and associated utilities, process equipment and supporting
services.
4.4 Work Environment
NTC has determined and managed the work environment needed to

achieve conformity to the QMS.
Details of activities are found in QPR-01.


Document Title QUALITY SYSTEM
General
This Quality Management System (QMS) prescribes NTC’s organizational structure,

quality policy, processes, procedures, work instructions and the documents and forms.
This QMS shall cover the following activities carried out by National
Telecommunications Commission.
1. Financial and Technical Evaluation of Application for Certificate of Public

Convenience and Necessity (CPCN) / Authorization of Public Telecommunications
Entities (PTEs)
2. Extension/Renewal of Provisional Authority
3. Issuance of Type Acceptance/Approval Certificate and Grant of Equipment

Conformity Certificates
4. Issuance of Frequency Assignment Sheet (FAS), Frequency Assignment Notice

(FAN) and Notice of Frequency Supportability (NFS)
5. Registration of Value Added Services (VAS) Providers, Public Calling Stations /

Offices / Telecenters and VOIP Providers / Resellers
6. On-Line Issuance of Clearance/Permit to Import Telecommunications Equipment

to PTEs through the National Single Window (NSW)
7. New/Renewal with Modification of Radio Station License, Construction Permit,

Demo Permit, and Certificate of Registration for Public Telecom Carriers.
8. Issuance of Purchase/Possess Permits of the Public Telecom Entities /Carriers
9. Issuance of Permits / Licenses for Broadcast Stations, Cable TV Stations and

Auxiliary Stations of Broadcast and Cable TV Networks
10. Issuance of Short Range Radio Service (SRRS) Equipment Permit To Purchase
11. Issuance of Permit / License / Certificate by the Regional Offices


The QMS is documented in three (3) levels as follows:
Figure 2
Quality LEVEL
Policy
Manual 1
LEVEL
Quality Procedures Manual
2
(Describes how the Policies will
be achieved)
LEVEL
Quality Forms and
Documentation Manual 3
Quality Systems Procedures
The Commission shall document procedures and shall effectively monitor the
implementation of its quality system.

Quality Planning
NTC shall undertake quality planning activities in determining whether the

requirements for quality system are met and improved. NTC shall adopt the continual
improvement diagram as its quality plan.
CONTINUAL IMPROVEMENT OF THE

QUALITY STANDARDS SYSTEM
MANAGEMENT
REVIEW
(CUSTOMERS REQUIREMENTS)
(CUSTOMER SATISFACTION)
RESOURCE
Applications
COMPLIANT
MANAGEMENT MEASUREMENT,
Administrative Branch, ANALYSIS and CWPD
Planning, Financial & IMPROVEMENT FEEDBACK
Management Branch
SERVICE
REALIZATION
Regional Offices,
Central Office
Rules and
Permits, Licenses,
Regulations
Certificates,
Registrations
(PRODUCT)
LEGEND: Information flow

Value-adding activities

Document Title CONTROL OF DOCUMENTS
General
All documents related to Quality Management System, including documents of

external origin, shall be controlled. Copies of Policy Manual, Procedures Manual and
Support Procedures Manual shall be issued to authorized personnel (see Distribution
List).
Documents and Data Approval Issue
It is the duty of the holders of the controlled copy to ensure that it is available to the
personnel responsible in the performance of the activities. The holders of the
controlled copy shall be informed and issued with revised page/s whenever there is
an amendment or revision to the manual.
Uncontrolled copies may be issued to any government agency or private organization

/ association, upon request, subject to the approval of the Commissioner. Uncontrolled
copies of this manual shall not be maintained as part of the documentation control
procedure.
A record of distribution shall be generated and maintained by the Quality Assurance

Representative who is responsible for issuing and control of this manual and its
subsequent revision/s. Recipient of this quality policy manual shall be required to
acknowledge receipt hereof.
The issue status, which includes the revision number and the date of revision of a
page of the Manual, is stated at the top right corner of each page.
All documents and data that relate to the Quality Management System are controlled
in a manner that ensures the following:
1.1 Documents and data are reviewed and approved for adequacy by the
originator and/or authorized officers before they are issued.
1.2 Pertinent issues of documents shall be available at areas where the Quality
Management System is being performed.


1.3 Invalid and obsolete documents are promptly removed from all points of
issue or use, or otherwise assured against unintended use. A master list
identifies the current revision status of all documents.
Obsolete documents that are retained for legal and/or knowledge

preservation purposes are suitably identified and labeled.
1.4 Changes to documents and data are reviewed for adequacy and approved
by the originator and/or the same authorized officers prior to issuance,
dissemination and implementation. The nature of the change is indicated in
the documents and its attachments.
All new or revised and approved documents under the control of the Quality Assurance
Representative shall be distributed according to the distribution procedure as detailed
in the document and data control procedure. The recipient shall be required to
acknowledge receipt thereof. Recipients who are on the distribution list shall be
required to surrender the invalid/obsolete copy to the Quality Assurance
Representative in exchange of the approved revised copy. No invalid document shall
be allowed for use.
The cover page of the Manual containing controlled documents shall state that the
contents thereof are Controlled Documents. Manuals without such statement on its
cover page shall be classified as Manual Containing Uncontrolled Documents.
Controlled documents shall also contain necessary information identifying the
document. This includes the page number, title, issue, revision level, approval and
date. Request for copy of such documents shall solely be the decision of the Quality
Assurance Representative. The NTC is not responsible to update any document
classified as “UNCONTROLLED”. The distribution control shall ensure that the
pertinent issues of appropriate documents are available at relevant location and that
obsolete documents are promptly removed from all points of issue or use. Obsolete
documents retained for all legal or information purposes shall be identified with a
stamp bearing “Obsolete”.
Uncontrolled documents may be used in place of controlled documents for clients.
Uncontrolled documents are those copies of controlled documents which are not under
the control of the Quality Assurance Representative and as such they are not


Revision No. Approved by Commissioner
Revision Date Page No. Page 3 of 3
governed by the document data control system.
Document and Data Changes
Changes in existing documents shall follow established procedures. Any revisions

shall be reviewed and approved by the same personnel who perform the original
review and approval, unless assigned otherwise. If assigned to another person, he
must have pertinent information to serve basis of his review and approval.
External Communications
Top Management shall ensure that appropriate communication processes are

established within the organization.


Document Title CONTROL OF NON-CONFORMANCES
General
It is the policy of the Commission to ensure that any product, service, procedure, work
instruction, form and document which do not conform to specified standards are
identified and corrective actions taken. The quality system maintains procedures to
follow up on the causes of the non-conformance/s and establish the necessary
preventive and corrective action.
The procedures include identification, documentation, evaluation, correction and

prevention of non-conformances.
Reports of non-conformance/s are recorded by the originator on a Non-conformance

& Corrective/Preventive Action Report Form (NC-C/PAR) and shall describe the non-
conformity and the details of the corrective action to be taken.
The Quality Assurance Representative and the divisions performing maritime related
functions and activities shall maintain a list of non-conformances.
Review and Correction of Non-conformances
The Commission shall establish ways of motivating employees from all levels of the
organization to identify non-conformances. Recorded non-conformances shall be
reviewed by the Division Head. Implementation of appropriate corrective action shall
be spearheaded by the concerned unit head and progress are checked by the QAR to
make sure that said non-conformances has been corrected and CLOSED OUT.


Document Title CORRECTIVE AND PREVENTIVE ACTION
General
The Commission shall plan and implement procedures on corrective and preventive
action. Any change to the procedures as a result of a corrective and preventive action
shall be recorded
Corrective Action
Procedures are established, documented and maintained for implementing corrective

and preventive action/s. Corrective or preventive action/s which takes into
consideration the magnitude of problems and the risks encountered is taken to
eliminate cause(s) of actual or potential non-conformance. Any changes to the
documented procedures resulting from corrective and preventive action/s are
recorded.
Non-conformance once identified are investigated upon to identify the root cause of
the problem which will form the basis for implementing and controlling the necessary
corrective action/s to prevent its recurrence. Procedures to analyze clients
complaint/s, resolution of cases involving cancellations/revocations and suspensions
of certificates, and to implement the necessary corrective action/s, are established by
the Commission to serve its clients better.
Preventive Action
Processes and work operations which affect product quality, audit results,
records/reports, and client complaints shall be regularly reviewed and evaluated by
the NTC to detect, analyze, and eliminate potential causes of non-conformities by
initiating preventive action/s and application of control/s to ensure its effectiveness.
Relevant information on actions shall be reported for management review to clearly
identify what preventive action can be applied for the continued effectiveness and
efficiency of the system. Actions taken shall be properly recorded and maintained


Document Title CONTROL OF QUALITY RECORDS
General
Quality records shall be maintained to demonstrate the achievement of conformance

to specified requirements and shall indicate the effective operation of the quality
management system.
All quality records maintained shall be legible and shall be properly filed to prevent
alteration, damage, deterioration or loss. Such records shall be identified by their
respective subject title. Serialized accountable forms shall be used to uniquely identify
them.
Completed quality records shall be filed by appropriate means and maintained in the
respective divisions or units that they are secured and readily retrievable.
Quality records shall be maintained for a specified period in accordance with the
government records management. Unless otherwise specified, quality records shall
be in accordance with the National Archives of the Philippines (NAP) General Circular
No. 1 dated January 20, 2009, Rules and Regulations Governing the Management of
Public Records and Archives Administration. Records retention and disposal
schedules are established and recorded.
If contractual obligation is required, such records shall be maintained for a longer

specified period and be made available for client’s evaluation when appropriate.


Document Title INTERNAL QUALITY AUDIT
General
For the purpose of determining the effectiveness of the Quality Management System,
NTC shall implement Internal Quality Audit which shall be carried out at least once a
year.
Qualified personnel, independent of the function being audited shall be assigned to

perform the audit.
The QAR has the responsibility of planning and overseeing the conduct of Internal
Quality Audit (IQA).
The internal audit is referred as First level Internal Quality Audit.
First Level Internal Quality Audit (IQA)
 The First Level IQA is very important in providing a reference base for the conduct
of subsequent independent evaluation.
 First Level IQA is aimed to monitor how the organization is performing and ensuring
that the various levels of management are achieving their objectives.
 First Level IQA shall be carried out by the person or group of persons who are
familiar with the activities being evaluated and have the understanding of audit
techniques.
 Elements to consider in First Level IQA:
 Procedures to be followed
 Records to be kept
 Staff training
 Quality control
 Management review
 Corrective and preventive actions
 Opportunities for improvement
 Checklist. A checklist should be employed to focus attention on the critical


stages of the organizational structure, procedures and processes.
 First Level IQA Report. At the end of the self-evaluation, a report should be
prepared for the purpose of:
1. Analyzing and commenting candidly on the effectiveness of the systems and
procedures in use.
2. Discussing the results with staff responsible for the area evaluated
3. Making proposals to remedy any perceived weaknesses
4. Identifying any follow-up action required to revise procedures as necessary
 Follow-up Action. The key issues to be identified in the reporting and follow-up
of the findings are:
1. Areas where the documented procedures and processes are working
effectively
2. Evidence of non-competence and deficiencies and possible reasons for this.
3. Effective corrective action together with completion date and monitoring
arrangement
4. Implementation and effectiveness of corrective actions suggested in
previous evaluation
 First Level IQA shall be conducted at least once a year.
The Quality Assurance Representative may require that audit be conducted for any
particular element of the quality management system more regularly. Internal
quality audits shall be carried out by the Management Division who shall be
independent of the function being audited in accordance with the documented
procedure.
There shall be an audit plan which shall cover specific area and activity to be
audited, such as:
1. The various divisions, sections, units in the organizational structure

2. Administrative procedure
3. Familiarity with, and adherence to procedures and policies
4. Documentation reports, and records keeping

The basis of prioritization of areas of activities to be audited shall include changes

in the organizational structure, policies and procedures, personnel and reported
non-conformance/s.
A summary in the form of an Internal Quality Audit Report shall be complied and
submitted to the Quality Assurance Representative for Management Review.

Document Title TRAINING
General
It is the policy of NTC to identify the training needs of officials and employees and
provide the means for continuous improvement to enhance their technical knowledge
or managerial skills. The training program for officials and employees shall be
established and reviewed semi-annually to ensure that training programs are relevant,
to identify new areas of training needs and the scope of the program.
It shall be the responsibility of the Chief of the Division to identify the training needs of
the newly employed or transferred employee.
Training shall be conducted in accordance with the training procedure. A list of

essential training needed by the officials and employees for the effective
implementation of the quality management system especially for specific assigned
task is established. This list shall be maintained as the standard training program
listing.
The training program may include courses conducted in-house by external

organizations and/or on-the-job training.
Records shall be maintained for the training and certification of the officials and
employees who have undergone training program organized or coordinated by the
Personnel Division. Records of relevant prior training or experience of the official or
employee shall also be kept for as long as the official and employee remain in the
Commission.


Document Title STATISTICAL DATA
General
The Commission shall identify the need for statistical data techniques to assist the
management in determining and evaluating the performance and delivery of service
to its clients.
The agency concerned shall also ensure that inputs gathered through statistics shall
be used to continuously monitor and improve the quality of service to its clients.
The agency concerned shall establish and maintain documented procedures of

implementing and controlling the application of the statistical techniques identified but
not limited to the following areas:
 number of licenses, registrations, certificates and permits issued

 number of inspections/investigations conducted
 number of frequency assignments made
 number of authorizations cases disposed
 number of administrative cases disposed


Document Title CONTROL FUNCTIONS
General
NTC controls and verifies by means of documented procedures all processes that
affect the quality of its services on the following:
1. Quasi-Judicial – allows NTC to conduct formal hearings and technical and financial
evaluations on applications for Certificate of Public Convenience and Necessity for the
operation of public telecommunications and broadcast services and facilities and on
petitions for authority to charge rates, increase capitalizations, investments and other
related matters.
2. Radio spectrum (frequency) management consists of the following processes

and procedures:
a) Radio spectrum planning – pertains to the development of radio spectrum

allocation policies, plans, and regulations relating to the use of the radio
spectrum.
b) Radio frequency/channel assignment – pertains to the frequency assignment

process for radio communications systems in accordance with the national
frequency allocation plan.
c) Licensing – pertains to the process of conferring the legal authority to operate

a radio station under specific conditions,
 issuance of Certificate of Public Convenience (CPC) for the operation of
communication utilities and services, radio communication systems, wire or
wireless telephone or telegraph systems, radio and television broadcasting
systems and other similar public utilities. Sec. 15 (a) of EO 546
 grant permits for the use of radio frequencies for wireless telephone or
telegraph systems, radio and television broadcasting systems. Sec. 15 (c)
of EO 546
 undertake the examination and licensing of radio operators. Sec. 15 (i) of
EO 546

Document Title CONTROL FUNCTIONS
d) Radio and Communications Equipment Standards and Certification –

pertains to the formulation of technical regulations and standards for
telecommunications equipment and the issuance of Type-Approval/Acceptance
certificate, importation permits/clearances for customer premises equipment (CPE)
and other telecommunications equipment.
e) Radio Enforcement (monitoring, inspection and investigation)

 spectrum monitoring serves as the eyes and ears of the spectrum
management process. Authorized use of spectrum does not ensure that it
is being used as intended.
 inspection and investigation functions are primarily being performed by the
ROs through inspection and field investigation, scanning of the entire radio
frequency spectrum with the use of sophisticated radio monitoring and
electronic equipment and analyzes and evaluates the various signals
monitored, measures frequencies of radio stations to determine whether or
not they are within the tolerance prescribed under domestic and
international laws and regulations.
4. Consumer Welfare and Protection – NTC promotes consumer welfare by

facilitating access to services geared toward the needs of individual and business
users, and protect them against abusive market behavior of dominant players through
investigation of complaints and exacting compliance with service standards.

Document Title HANDLING, STORAGE, PACKAGING, PRESERVATION AND DELIVERY
This element of the Quality System pertains to the storage and preservation of records,
documents and certificates essential to the certification and accreditation functions of
the Commission. This applies to the records and documents used in the application
and evaluation of applicants for accreditation of radio maritime training institutions,
maritime assessment centers, i.e., application forms, inspection forms, master list of
examinees, test questions, answer sheets, other related documents used in the
conduct of examination, correction process, master list of examination results, and
certificates.
Storage areas shall be properly secured. Locations for specific papers, documents,
and storage methods are provided to prevent damage or deterioration.
Spoiled certificates and forms shall be collected and properly reported to the
Commission on Audit (COA) for accounting purposes.
Proper identification and control procedures are used to ensure that the condition of
all important papers and documents are known.


Document Title PURCHASING
Purchase of equipment, supplies, relevant documents and certificates are made

through the General Services Division of the NTC in accordance with Implementing
Rules and Regulations (IRR) of Republic Act No. 9184 known as an Act Providing for
the Modernization, Standardization and Regulation of the Procurement Activities of
the Government and for other purposes.


Document Title FEEDBACK MECHANISM
Quality service shall be ensured to meet client’s requirements specifically in terms of

accuracy and expediency. Procedures shall be established to solicit, verify, and
address comments and/or complaints thru the Commission’s Consumer Welfare and
Protection Division (CWPD).

NTC OperationsManual - QualityPolicy

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Republic of the Philippines

NATIONAL TELECOMMUNICATIONS COMMISSION

QUALITY POLICY MANUAL

QUALITY POLICY MANUAL

A Quality Management System refers to the organizational structure, responsibilities,

QUALITY POLICY MANUAL

The National Telecommunications Commission (NTC), pursuant to Act 3846, as

The NTC has fifteen (15) Regional Offices, namely:

National Capital Region – Quezon City

QUALITY POLICY MANUAL

“The National Telecommunications Commission shall proactively and continually

QUALITY POLICY MANUAL

“By 2020, the National Telecommunications Commission (NTC) is a world class

DATE OF ISSUE January 8, 2016

DIVISION/SECTION Quality Assurance Representative (QAR)

QUALITY POLICY MANUAL

MANUAL ISSUED TO DATE ISSUED RECEIVED

QUALITY POLICY MANUAL

Amendment or revision to any page/s of the manual shall be made whenever

Amendments/revisions shall be documented using the amendment/revision record

QUALITY POLICY MANUAL

Reference Revision Revision No. of

QUALITY POLICY MANUAL

1. Rule-Making – power to establish and prescribe rules and regulations, standards,

2. Quasi-Judicial – the quasi-judicial or adjudicatory function of the NTC pertains to

3. Radio spectrum (frequency) management consists of the following processes

QUALITY POLICY MANUAL

c) Licensing – pertains to the process of conferring the legal authority to operate

e) Radio Enforcement (monitoring, inspection and investigation)

f) International Cooperation – The Philippines is a signatory to various treaties

QUALITY POLICY MANUAL

4. Consumer Welfare and Protection – NTC promotes consumer welfare by

5. Commitments to regional and international bodies/ organizations to which the

QUALITY POLICY MANUAL

Executive Order 546 - Section 14

Republic Act No. 3846

Republic Act No. 9184 (R.A. 9184)

Office Order No. 57-07-2013

Office Order No. 79-08-2013

Office Order No. 87-09-2013

Office Order No. 101-09-2013

Memorandum Circular 19-12-2000

Memorandum Circular 10-09-2002

Memorandum Circular 10-10-97

Memorandum Circular 11-12-2001

QUALITY POLICY MANUAL

1. AUDIT – a systematic, independent and documented process for obtaining audit

2. AUDIT PLAN – refers to the description of the activities and arrangement of an

3. AUDIT PROGRAM – refers to arrangements for a set of one or more audits

4. AUDIT TEAM – refers to one or more auditors conducting an audit, supported if

5. AUDITEE – refers to the unit/division being audited.

7. BROADCASTING SERVICE – A radio communication service in which the

8. BROADCASTING STATION – A station in the broadcasting service.

9. CATV STATION LICENSE – should be secured by a CATV operator once given

10. CERTIFICATE OF PUBLIC CONVENIENCE (CPC) - a grant consistent with the

11. CERTIFICATE OF AUTHORITY (CA) - authority to operate Cable Antenna

QUALITY POLICY MANUAL

12. CLIENT- the recipient of a product or service.

13. COMMISSION – shall mean the National Telecommunications Commission

15. CONTROLLED DOCUMENT – an identified document which is considered

16. CONSTRUCTION PERMIT - is a certificate or written authority issued by the

19. DEPUTY QUALITY ASSURANCE REPRESENTATIVE – refers to the

20. DIRECT-TO-HOME / DIRECT-TO-USER - a subscribed TV service operating in