Corporate Governance Report 2021

The Board of Directors, officers, executives and employees of PAGCOR abide by the principles and best practices of sound Corporate Governance which serve as guide in making decisions, developing strategy, ensuring integrity, transparency, and efficiency in operations, and fulfilling PAGCOR’s role as a reliable partner of the government in nation-building. PAGCOR’s commitment to the highest standards of Corporate Governance is its driving force in continuously improving the quality of everyday operations.

I. Responsibilities of the Board

  1. Board Composition
  2. PAGCOR is governed, directed, controlled and managed by a five-member Board of Directors with no Ex-Officio members, all with no more than five (5) positions in other Government-Owned and Controlled Corporations and Publicly-Listed Corporations. The Board of Directors is primarily responsible for the governance of PAGCOR and for providing policy directions, monitoring and overseeing management actions, as articulated in its Charter and other relevant legislation, rules and regulations.

    The following members of the Board were appointed by the President of the Republic of the Philippines and have the qualifications and none of the disqualifications provided for under the Charter and other relevant laws:

    • Andrea D. Domingo, Chairman and Chief Executive Officer
    • Chairman and CEO Andrea D. Domingo was born on November 30, 1949. Before joining PAGCOR, she was with several private and government organizations including the Bureau of Immigration where she served as Commissioner (1989-1992 and 2001-2004) and the Philippine Reclamation Authority where she was appointed as General Manager and Chief Executive Officer (2007-2010). She likewise served as the Representative of Pampanga’s 3rd District from 1992 to 1995.

      Domingo earned her Journalism degree (Minor in Communication Research) from the University of the Philippines (UP) – Diliman in 1969.

      Outside PAGCOR, she is a doting wife, grandmother and mother to her three accomplished children -- Rolando Enrique, an Ophthalmologist who is also an Undersecretary of the Department of Health, Associate Professor at the UP College of Medicine; Karl, an entrepreneur and Pampanga Board Member; and Karen, an Immigration Officer.

      A painter and a certified dance enthusiast, Domingo launched solo art exhibits and had competed in several Latin dancesports abroad.

      As Chairman and CEO, she is also the Chairman of PAGCOR’s Governance and Executive Committees.

    • Atty. Alfredo C. Lim, President and Chief Operating Officer
    • President and Chief Operating Officer Alfredo C. Lim was born on November 23, 1951.

      Born to a family of businessmen, Lim grew up in Ocampo, Camarines Sur. He took AB Political Science at the Ateneo de Naga University where he graduated with honors in 1972. During the same year, he enrolled in San Beda College of Law and finished his Law degree in 1976. After passing the bar, he worked as a Corporate Legal Counsel for various corporations here and abroad, handled many celebrated cases and made a mark in his private law practice, which spanned for decades.

      A philanthropist with a soft spot for indigent children and senior citizens, Lim makes conscious effort to reach out to the less privileged. He has long been organizing and funding outreach projects in partnership with other agencies.

      Lim is married to Nancy Tan. They are blessed with five children. He loves to play golf and cook for his family during his free time.

      As the PAGCOR’s President and COO, he is also the Chairman of the following committees of the agency:

      • Nomination and Remuneration
      • Gender Awareness and Development Committee
      • Provident Fund Board of Trustees
      • Gaming Operations Executive Committee
      • Retirement Fund Board of Trustees

      He is likewise a member of PAGCOR’s Governance and Executive Committees.

    • Gabriel S. Claudio, Director
    • Director Gabriel S. Claudio was born on October 21, 1954. He earned his Communication Arts degree from the Ateneo de Manila University in 1975.

      After graduation, he joined government service as a Senior Executive Assistant at the Ministry of Local Government (now Department of Local and Interior Government). From 1980 to 1986, he served as Chief of Staff at the Office of the Deputy Prime Minister and became Undersecretary/Presidential Assistant for Political Affairs from 1992 to 1998.

      Years later, he became a Cabinet Member and served as a Political Adviser/Presidential Legislative Adviser and Chief of Presidential Legislative Liaison Office under the administration of former Pres. Gloria Macapagal-Arroyo from 2001 to 2009.

      He likewise served the government in various capacities as Board Member of the Philippine Charity Sweepstakes Office (PCSO) from 2008 to 2009; Board Member of the Development Bank of the Philippines in 2010 and Chairman of the Metropolitan Waterworks Services System (MWSS) also in 2010.

      As PAGCOR Director, he is also the Chairman of the agency’s Audit and Risk Management Committee; and a member of Nomination and Remuneration and Executive Committees.

    • Carmen N. Pedrosa, Director
    • Director Carmen N. Pedrosa was born on July 17, 1941.

      She earned her Bachelor of Arts degree in Philosophy in 1965 from the Assumption Convent School. In 1963, she studied Journalism in Thomson Reuters. Later in the same year, she studied Japanese History and English Literature at the Sacred Heart International in Tokyo.

      Director Pedrosa is a celebrated newspaper columnist and continues to write for Philippine Star up to the present. Her career in Journalism spans way back in 1958 as a Reporter in Manila Chronicle. After joining Manila Chronicle, she made a mark as a writer, editor and columnist.

      She was a political exile in London from 1971 to 1987. During those times, Pedrosa became the Publisher and Editor of a London-based newspaper for Filipinos called Pahayagan. She also wrote for various publications in Riyadh, New York, United Kingdom and some parts of Europe. Her political thoughts were published in three books, namely: “Untold Story of Imelda Marcos”, “Rise and Fall of Imelda Marcos”, and “The Verdict”.

      Because of her advocacies, Pedrosa got involved in various legislative affiliations such as the Constitutional Commission, Advocacy Commission for Charter Change, Coalition for Constitutional Change, Migrant Action Group (London) among others.

      As PAGCOR Director, she is also a member of the agency’s Audit and Risk Management and Executive Committees.

    • Reynaldo E. Concordia, Director
    • Director Reynaldo E. Concordia was born on June 12, 1945.

      He earned his Bachelor of Science in Commerce at Laguna College in 1969. In 2004, he obtained a Certificate Program in Management from De La Salle University.

      Before his assumption as Director, Concordia already served PAGCOR as a consultant in 2002. His expertise in construction management paved the way for his appointment as Special Projects-In-Charge of Entertainment City, which was then on the planning stage. In 2010, he assumed the post of Senior Executive Liaison Manager for four months.

      Having previously served PAGCOR in various capacities for several years, his return to familiar ground is like a homecoming. Prior to his eight-year stint with PAGCOR, Concordia handled key positions for several prominent construction firms. He also served as consultant for various government agencies like the Department of Agriculture and the National Irrigation Administration.

      As a PAGCOR Director, he is also a member of the agency’s Governance, Audit and Risk Management, Nomination and Remuneration, and Executive Committees.

    • James Patrick R. Bondoc, Director
    • Director James Patrick R. Bondoc was born on May 31, 1975.

      He completed his education from Grade School to College at the Ateneo de Manila University and earned his AB Communication Arts degree in 1997. Last 2017, he entered law school at San Beda University, and later on transferred to University of the East to earn his Juris Doctor degree. He is set to graduate in 2022.

      Before joining PAGCOR, Director Bondoc was an OPM Artist well-known as “Jimmy Bondoc,” a Filipino musician and songwriter best known for composing and performing his own songs such as “Let Me Be The One” and “Hanggang Dito Nalang”. His rise to fame in the Entertainment Industry is historical. While being an active artist during those times, he served as Board Member of the Ateneo Dulaang Sibol Foundation of Ateneo de Manila University.

      Before his assumption as Director of PAGCOR, he was chosen in 2016 by President Rodrigo R. Duterte to head the Entertainment Department of PAGCOR as Assistant Vice President. A year later, he was promoted to Vice President for Corporate Social Responsibility. As the Vice President, he handled the social responsibility projects of PAGCOR, most notably, the Multi-Purpose Evacuation Centers flagship program of the agency, as well as other calamity relief and poverty alleviation programs. He also served as the Chairman of the agency’s Reportorial Terminologies Review Committee.

      He retired in the government service last August 1, 2021. In the same year in the month of September, he was appointed by the President of the Philippines as one of the Board of Directors of the same corporation to replace the late Director Reynaldo E. Concordia. Having previously served PAGCOR in various capacities for several years, his return to government service in a higher capacity was inevitable.

      As a PAGCOR Director, He is also a member of the Agency’s Governance, Audit and Risk Management, Nomination and Remuneration, and Executive Committee.

      In addition, Director Bondoc is currently affiliated with the AFP as Board Member of the Armed Forces of the Philippines Health Services Command Multi-Sector Advisory Board since 2020

  3. Schedule of Board Meetings
  4. To properly discharge its responsibilities, the Board is scheduled to meet at least twice every month. Since assuming office in 2016, the Board meets regularly during Thursdays unless it falls on a holiday or there is conflict in the schedule of the members. For the first quarter, notices for Board meetings were issued on 17 December 2019, 20 January 2020 and 19 February 2020.

    For the year 2020, the Board had 48 regular meetings as follows:

    January 6, 13, 20 and 28

    July 1, 8, 14, 22, 25 and 29

    February 3, 11, 17 and 24

    August 5, 12, 18 and 26

    March 4, 11, 18 and 25

    September 2, 9, 16, 23 and 30

    April 8, 15, 22 and 29

    October 14, 20 and 27

    May 6, 12, 20 and 26

    November 4, 11, 16 and 25

    June 3, 17 and 24

    December 2, 7 and 15

    As a matter of policy, the PAGCOR Board must be able to meet the following conditions for good governance:

    1. The Board of Directors shall meet on at least 75% of their scheduled meetings;
    2. Each of the Directors must have attended at least 90% of all the Board and Board Committee meetings held during the year; and
    3. The Corporate Secretary is mandated to comply with the policy that Board papers for Board of Directors' meetings are provided to the members of the Board at least three (3) working days in advance.
      • The Corporate Secretary issues a notice of Board meeting to all concerned at least three (3) days prior to the Board meeting.
  5. Role of the Board on Corporate Strategy
  6. Section 4 of the PAGCOR Manual on Corporate Governance provides, among others, that the Board shall determine PAGCOR’s purpose and value, as well as adopt strategies and policies, including risk management policies and programs; and shall monitor and evaluate on a regular basis the implementation of corporate strategies and policies, business plans and operating budgets, as well as Management's over-all performance to ensure optimum results.

    In 2013, four members of the Board of Directors, together with key officers, attended a Performance Governance System workshop to draw up PAGCOR's corporate strategies. The output of said workshop was PAGCOR's Strategy Map and Scorecard which was refined and subsequently agreed upon with Governance Commission for GOCCs (GCG) for approval during the Technical Panel Meeting.

    Prior to each Technical Panel Meeting with GCG for the strategies and targets covering the succeeding year, the Chairman and CEO and concerned senior management officials review the vision, mission, strategies and specific targets that will be presented for discussion and agreement with GCG. The strategy map and performance scorecard with recalibrated targets for the year 2020 was reviewed by the Board of Directors in its meeting held on 22 April 2021. Likewise, quarterly performance monitoring reports are submitted to the Chairman and CEO for review and approval prior to submission to GCG.

    In 2021, regular reviews on the achievement of plans, strategies, and operational targets were done by the Board with the heads of casino branches and departments during the Executive Committee meetings held at least twice every month. A Strategic Planning Workshop was also held to assess financial projections, and strategic initiatives (plans and programs) of casino branches and departments to ensure alignment with Management’s objectives and direction.

  7. Code of Conduct
  8. PAGCOR is committed to the highest standards of ethical business conduct in its dealings with employees, customers, communities, suppliers, and others. The PAGCOR Code of Conduct has established a business ethics and compliance program to assist company leaders, employees and others in recognizing, understanding and attending to the ethical dimensions of jobs and tasks, and in appropriately resolving issues affecting such activities.

    The PAGCOR Code of Conduct applies to PAGCOR’s Board of Directors, officers, and employees, whether regular, contractual, casual or probationary, as well as learners, apprentices and trainees in all its corporate offices, casino branches, field offices, arcades and satellites. However, employees of concessionaires, contractors and agencies doing business with the Company are excluded from the coverage of these rules.

    PAGCOR has adopted its Code of Conduct to define the core values, standards of professional responsibility and expectations for the ethical conduct of its people; promote honesty and fair dealing; promote compliance with applicable laws, rules and regulations; encourage prompt reporting of violations of the Code; deter wrongdoing and create accountability for adherence to the Code. The Code of Conduct and Code of Discipline are available in the Human Resource section of the employees’ portal for guidance in avoiding behavioral offenses and procedural violations.

  9. Responsibility for Implementation
  10. The following are responsible for overseeing the implementation of the Revised Rules in Administrative Cases (RRACs) in organizational units of PAGCOR:

    Branch employees

    • Branch Infraction Committee (BIC)
    • Branch Management Panel (BMP)

    Corporate employees

    • Human Resource Operations Department (HROD)
    • Corporate Hearing Panel (CHP)

    Cases involving sexual misconduct and harassment are handled by the Committee on Decorum and Ethics (CODE) while cases involving Officers or those referred by the Chairman/President/Department/BMP/CHP due to considerations stated in RRACs are investigated by the Corporate Investigation Department (CID).

    Resolutions/recommendations of the CHP, CODE, CID and BMP for cases involving Corporate and branch personnel are elevated to the Adjudication Secretariat and Hearing Department (ASHD) for review.

  11. Board Committees’ Accomplishment Reports
    • Nomination and Remunerations
    • Created on January 16, 2013, the Nomination and Remunerations Committee (NRC) was given the primary functions and responsibilities of installing and maintaining a process to ensure that Officers to be nominated or appointed shall have the qualifications and none of the disqualifications mandated under the law, rules and regulations.

      The Nominations and Remunerations Committee met four (4) times during the year on 11 March, 15 April, 21 September, and 18 November 2021. During which meetings a total of 43 recommendations for hiring/promotion/shifting were discussed. Out of the 43 recommendations, 30 items were approved; 2 new officers were hired; 0 were deferred and approved; and 6 were deferred. In 2021, the NRC was composed of the following:

      Chairman: Alfredo C. Lim, President & COO
      Members: Gabriel S. Claudio, Director
        Reynaldo E. Concordia, Director/James Patrick R. Bondoc
        Edwin S. Bermudez, SVP
        Arthel B. Caronongan, COS, OCCEO
        Alberto O. Regino, COS, OPCOO
        Heads of the following Department/Group:
      • Accounting Department
      • Human Resource Development Group
      • Legal Group
    • Audit and Risk Management
    • On January 16, 2013, the PAGCOR Board of Directors approved the creation the Audit and Risk Management Committee (ARMC) to perform the following:

      • a) Oversight risk management functions, which include processing reports from concerned branches, departments, and Satellite Operations Groups (SOGs) that contain information on risk exposures and risk management activities;
      • b) Develop Risk Management Policy of PAGCOR and ensure that risk management process and compliance are embedded and implemented throughout the operations of PAGCOR; and,
      • c) Provide quarterly reports and update the Board on key risk management issues.

      As of December 31, 2021, the Committee was composed of the following senior management officials:

      Chairman: Director Gabriel S. Claudio
      Members: Director Carmen N. Pedrosa
        Director Reynaldo E. Concordia
        Chief of Staff Arthel B. Caronongan
        Corporate Secretary Juanito L. Sañosa, Jr.
        Risk Manager
      Officer-In-Charge Angelito T. Reyta
        Heads of the following groups/department:
      • Security Group
      • Legal Group
      • Licensing and Regulatory Group
      • Enterprise Services Group
      • Internal Audit Department

      For better appreciation and uniform implementation of the risk management framework developed by the Committee, the PAGCOR Risk Management Policy and Procedures Manual was drafted by the Committee and was subsequently approved by the PAGCOR Board on October 2, 2013 (First Edition) and February 3, 2015 (Second Edition).

      The manual sets out the standards on risk management as prescribed in DBM CL No. 2008-8, to wit: “the Philippine Government mandates the establishment of standards on risk management in public service organizations”. It aims to provide knowledge and understanding of the key points of risk management and to present a structured approach to assist risk owners in identifying, analyzing, measuring, treating and reporting risks.

      The identification, analysis and treatment of risks are documented in the Risk Registers submitted by the branches, departments and Satellite Operations Groups which are periodically submitted to ARMC.

      The Board of Directors, thru the ARMC have been assured by Senior Management that the risk management and internal control system is operating adequately and effectively in all material aspects, throughout their respective management units. Committed towards operating a sound system of internal control and effective risk management, the Board shall continuously enhance current risk management and control processes to adapt to the volatile and challenging business environment.

      For 2021, the Committee accomplished the following:

      • Held four meetings on the following dates: 16 February, 13 July, 29 September, and 02 December 2021.
      • Discussed and resolved audit findings for the enhancement/improvement of PAGCOR’s processes and control measures.
      • Conducted risk assessment and evaluation of the 2019 Risk Registers on January 28, 2020. The minutes of the meeting containing the evaluation of said Risk Registers were concurred by the Board of Directors.
      • Evaluated the adequacy of the risk management process and effectiveness of control measures periodically or whenever deemed necessary in our effort to continuously improve the risk management framework of PAGCOR.
      • Reported updates on Anti-Money Laundering and Countering the Financing of Terrorism in the Casino Industry and other risk exposures as well as risk management activities.

    • Executive Committee
    • The Executive Committee is composed of the Board of Directors and the heads of the Corporate departments, casino branches, and satellite operations groups. The EXCOM meets regularly at least twice a month and serves as the venue for the regular reporting and performance reviews of the branches, SOGs, and satellite casinos. Other matters relevant to the Corporation are likewise taken up and discussed during the meetings as may be directed by the Chairman and CEO. The EXCOM had a total of 47 meetings in 2021.

    • Governance Committee
    • The Governance Committee was likewise created on January 13, 2016 by virtue of an approval by the Board of Directors. It was officially constituted during the Governance Committee meeting held on ¬May 29, 2013. The Committee assists the Board of Directors in fulfilling its corporate governance responsibilities. It ensures that members of the Board of Directors and its Committees as well as Executive Officers are carrying out their duties and responsibility as fiduciaries of the state by overseeing the periodic performance evaluation the Governing Board and Management and conducting annual self-evaluation of their performance.

    • Board Attendance 2021
    • January to December 2021



      Date of Appointment

      No. of Meetings
      Held in 2020

      No. of Meetings


      Andrea D. Domingo

      Chairman & CEO

      July 1, 2016




      Alfredo C. Lim

      President & COO

      July 1, 2016




      Carmen N. Pedrosa


      July 1, 2016




      Gabriel S. Claudio


      July 1, 2016




      Reynaldo E. Concordia


      July 1, 2016




      James Patrick R. Bondoc


      September 10, 2021




    • Access to Information (Board materials)
    • The Corporate Secretary is mandated to comply with the policy that Board papers for Board of Directors’ meetings are provided to the members of the Board at least three working days in advance of the Board meeting.

    • Internal Audit
    • PAGCOR has a well-established and independent Internal Audit Department, headed by Assistant Vice President Evelyn M. Salvador, who upon her retirement was succeded by Acting Assistant Vice President Estela H. Matullano-Dionson on November 16, 2021. It is tasked to perform the Internal Audit functions of the Company and provide reasonable assurance to the Board, Management and shareholders that key organizational and procedural controls are appropriate, adequate, effective and complied with.

      The Internal Audit Department of PAGCOR conducts the following activities to ensure integrity in all aspects:

      • Periodic review of PAGCOR’s financial statements;
      • Evaluation of key processes performed by sections/units/divisions/departments and branches;
      • Regular audit of financial reports of the licensees/proponents and financial transactions of proponents with seceded operations;
      • Evaluation of the extent of compliance by the licensees/proponents/investors with their contractual obligations with PAGCOR; and
      • Evaluation of general and/or application controls of information systems as well as the affected manual processes and procedures, if necessary.

    • Risk Management System
    • The Risk Management System of PAGCOR is embodied in its Risk Management Policy and Procedures Manual which is posted in the PAGCOR Website. The manual sets out the standards on risk management as prescribed in DBM CL No. 2008-8, to wit: “The Philippine Government mandates the establishment of standards on risk management in public service organizations”.

      It also aims to provide knowledge and understanding of the key points of risk management and presents a structured approach to assist risk owners in identifying, analyzing, measuring, treating and reporting risks.

    • PAGCOR Risk Management Policy
    • The Risk Management Policy outlines the approach to the Risk Management Process by which PAGCOR identifies, assesses and manages risk for the Corporation to succeed in achieving planned objectives.

      It is PAGCOR’s policy that all substantive activities, processes, or programs be subjected to risk assessment leading to decision about residual risk.

      The Risk Management Policy is kept under review by the Risk Manager and Branch/Department Risk Leads and Risk Owners and updated periodically in the light of operational experience.

    • Board Appraisal System
    • The PAGCOR Board adheres to the criteria, procedures, and requirements of the Performance Evaluation for Directors (PED) of the Governance Commission for GOCCs (GCG). In 2020, PAGCOR submitted the Directors’ attendance information through the Directors Attendance System of the GCG and complied with the requirements for Directors Performance Review including the completion of the online Self and Peer Assessment Forms.

    • Corporate Secretary
    • The Corporate Secretary serves as an adviser to the Board Members on their responsibilities and obligations; oversees the adequate flow of information to the Board prior to meetings; and ensures fulfilment of disclosure requirements to regulatory bodies. Board members have separate and independent access to the Corporate Secretary.

      In 2020, Atty. Juanito L. Sañosa, Jr. performed the functions of the PAGCOR Corporate Secretary and concurrent Compliance Officer.


    • Audited Annual Financial Reports
    • Date Published

      Year of the Report

      Date of Receipt from COA

      Jan. 14, 2015

      2013 Annual Audit Report

      December 15, 2014

      Oct. 19, 2015

      2014 Annual Audit Report

      September 16, 2015

      Aug. 22, 2016

      2015 Annual Audit Report

      July 4, 2016

      Jul. 26, 2017

      2016 Annual Audit Report

      July 3, 2017

      Jul. 27, 2018

      2017 Annual Audit Report

      June 29, 2018

      Jul. 27, 2019

      2018 Annual Audit Report

      July 16, 2019

      Sep. 17, 2020

      2019 Annual Audit Report

      Aug. 28, 2020

      Aug. 20, 2021

      2020 Annual Audit Report

      July 30, 2021

      2021 Annual Audit Report

    • Annual Reports
    • Year of the Report

      Date Published in



      September 30, 2021


      September 30, 2020


      September 27, 2019


      September 25, 2018


      September 29, 2017


      January 6, 2017


      December 2, 2015


      February 13, 2015


      November 28, 2013


      July 10, 2013

    • Corporate objectives
      • 2021 Strategy Map

    • 2021 Performance Scorecard

    • Financial performance indicators
      • (See Financial Performance Indicators in Performance Scorecard page 12 to 13 and COA Audited Financial Statements to be posted after audit and result is released by COA)
    • Non-financial performance indicators
      • (Financial Performance Indicators in Performance Scorecard page 12 to 13)
    • Whistle lowing policy
    • The Board of Directors of PAGCOR, in its meeting held on January 16, 2019, approved the Whistleblowing Policy and Guidelines recommended by the Corporate Investigation Department pursuant to the Governance Commission for GOCCs (GCG) Memorandum Circular No. 2016-02. The Policy was adopted to highlight the importance of doing the right thing and being accountable for one’s actions as “Integrity” is one of the core values of PAGCOR. It is the Company’s policy to support and encourage its employees to report and disclose unethical or illegal activities, and to fully investigate such reports and disclosures. Further, it is PAGCOR’s policy to protect, from any adverse employment action or discrimination of any kind, any employee who reports, discloses or investigates unethical or illegal conduct and reassures all employees that it is safe and acceptable to speak up and to raise a legitimate concern. For purposes of this Policy, “adverse employment action” includes action to discharge, demote, suspend, threaten, interfere, harass, coerce, retaliate or in any other manner discriminate against an employee.

      PAGCOR is committed to adhere to the highest standards of ethical and legal conduct of business operation, and in order to maintain these standards, PAGCOR strongly encourages its Directors and employees who have genuine concerns about a real or perceived wrongdoing, malpractice or irregularity to come forward without fear of retaliation or retribution. The Whistleblowing Policy Is a key defense against override of internal controls and thus, improve Corporate Governance.

      This Policy does not apply to or change the Company's policies and procedures for individual employee grievances or complaints relating to job performance, terms and conditions of employment which will continue to be administered by the Human Resource and Development Group.

    • Hotline 8888
    • Hotline 8888 is the Citizens’ Complaint Hotline number institutionalized on June 30, 2016 under Executive Order (EO) No. 6 Series 2016. In December 2017, PAGCOR’s core team attended orientation and trainings to learn about the Government’s Hotline 8888 and their respective roles and responsibilities.

      In compliance with the EO, the PAGCOR Board of Directors, in its meeting held on September 11, 2019, approved the designation of the Permanent Focal Person (PFP) (Assistant Vice President of Human Resource Operations Department), Alternate Focal Person (AFP) (Vice President of Corporate Social Responsibility Group) and Technical Officers (Senior Managers of Information Technology and Human Resource Operations Departments).

      The General Managers/Branch Managers/Vice Presidents/Assistant Vice Presidents are also designated as focal persons of their respective branches/departments and shall be responsible in ensuring that complaints received through Hotline 8888 or sent by PFP or AFP concerning their respective areas of jurisdictions are addressed within the required time.

      PAGCOR received a commendation from the 8888 Citizens' Complaint Center for its complete and timely action on several concerns that were referred to the agency for resolution. In a letter addressed to PAGCOR Chairman and CEO Andrea Domingo, 8888 Citizens' Complaint Center head, Director Bernadette Casinabe said that a total of 46 citizens' concerns were referred to PAGCOR as of June 30, 2021, and all were acted upon by the agency in a timely manner.

      Among the concerns that were referred to and successfully addressed were related to integrity, funding, policy assistance, medical, social services, employment and commendations.

      The 8888 Citizens' Complaint Center also serves as a mechanism where citizens may report their complaints and grievances on acts of red tape in the provision of government services, its details are indicated in the agency’s Citizen’s Charter Handbook in compliance with Republic Act (RA) No. 11032, otherwise known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018.

    • Data privacy
    • PAGCOR, in its commitment to uphold, respect and value data privacy rights adopted its Data Privacy Manual in compliance to the Data Privacy Act, its implementing rules and regulations, and other relevant circular/policies. In June 20, 2018, the PAGCOR Board of Directors approved the Data Privacy Policy and Manual as well as the revised composition of the Data Privacy Committee with the appointment of a new Data Privacy Officer who was subsequently registered to the National Privacy Commission on October 25, 2018.

      The Data Privacy Policy explains the following:

        What information are collected and why they are collected

        How the information is used and to whom it is disclosed

        The choices available to manage the personal information, and

        How the personal information is safeguarded

      The Data Privacy Manual outlines the data protection and security measures adopted by PAGCOR to protect data privacy rights, and shall serve as a guide in the exercise of rights under the Act. The Committee recommended the creation of a Data Breach Response Team responsible to ensure immediate action in the event of a security incident or personal data breach. To prevent and minimize occurrence of breach and security incidents, the team will conduct regular Privacy Impact Assessment risks in processing personal information and execute measures to mitigate the adverse effects of the incident or breach. PAGCOR intends to fully comply with the DPA by implementing internal security controls in Information Systems that contain personally identifiable information.

    • Freedom of Information
    • In compliance with Executive Order No. 2, Operationalizing in the Executive Branch the People’s Constitutional Right to Information and the State Policies to Full Public Disclosure and Transparency in the Public Service, the Freedom of Information Committee was created which spearheaded the creation of Freedom of Information Manual for implementation and submission to the Presidential Communications Operations Office (PCOO). In December 2019, PAGCOR delegates attended the Freedom of Information Summit organized by PCOO.

      In addition to the availability of paper-based request in government offices, the PCOO developed the eFOI portal in 2018 which provides a convenient way for citizens to easily request for information, track their request and receive the information. Likewise, the platform is designed to assist government offices in receiving, processing and responding to requests received with ease and convenience. In February 2018, PAGCOR was invited to participate and confirm its eFOI onboarding which yielded positive results.

    • Citizen's Charter
    • In compliance with Anti-Red Tape Authority Memorandum Circular No. 2019-002 the PAGCOR Citizen’s Charter Handbook was approved by the Board of Directors and posted in the transparency seal on July 30, 2020. The said handbook contains the processes for provision of government services for both internal and external clients of the Company.

    • Committee on Anti-Red Tape
    • In connection with the EODB Act, ARTA issued Memorandum Circular No. 2020-07 which provides that all Government-Owned and Controlled Corporations (GOCC) are mandated to designate a Committee on Anti-Red Tape (CART) to undertake the activities deemed necessary under the said memorandum circular to reduce bureaucratic red tape and processing time, and to promote efficiency and simplicity of processes.

    • Client Satisfaction Measurement Report
    • In compliance with ARTA Memorandum Circular Nos. 2019-002-A/2022-01 which directed the submission of Client Satisfaction Measurement Report in relation to the Citizen’s Charter Handbook, the Client Satisfaction Survey (CSS) Implementing Rules and Guidelines was put into effect starting March 2021. The result of the 3,726 surveys conducted for the period March to December 2021 are, as follows:

      • Total number of transactions – 4,165
      • Total number of respondents to survey – 3,726
      • Total responses with poor rating – 6 or 0.2%
      • Total responses with satisfactory rating – 39 or 1%
      • Total responses with very satisfactory rating – 379 or 10.2%
      • Total responses with excellent rating – 3,302 or 88.6%

      The CSS was designed to measure the quality, efficiency and adequacy of services rendered by departments that provide service to internal and external customers, for continued improvement of the services listed under the Citizen’s Charter Handbook.

    • Training and/or continuing education programme attended by each director/commissioner
    • As part of the responsibility of the Governance Committee on the continuing education for Directors, all five members of the Board of Directors, along with key members of the PAGCOR management, attended the Corporate Governance Orientation Program for GOCCs conducted by the Institute of Corporate Directors (ICD) on December 8, 2016. The Governance Committee also encourages the members of the Board of Directors, despite their busy schedule, to attend at least one (1) training program each year. For which, budget is allocated every year.

      On September 5, 2019, Chairman and CEO Andrea D. Domingo and Corporate Secretary Atty. Juanito L. Sañosa attended the Professional Directors Program (Strategy) conducted by the Institute of Corporate Directors.

      President and COO Atty. Alfredo C. Lim attended the following in 2019:

      • Executive Briefing on Gender and Development conducted by i-CLD Business Management Consulting on February 19, 2019
      • Building Team Synergy held on August 16-17, 2019 by the Institute of Training and Development World
      • Gender and Analysis and Gender Responsive Planning Workshop conducted by JOR Strategic Management Center on August 19-21, 2019
    • Statement of full compliance with the Code of Corporate Governance
    • The Certificate of Full Compliance with the Code of Corporate Governance was submitted to the Governance Commission for GOCCs on May 31, 2020. It is posted in the Transparency Seal Section of the PAGCOR Website.


    • Customers’ Welfare
    • Every Director and Officer accepts the position with full awareness that he or she assumes certain responsibilities not only to PAGCOR but also with its different constituencies or stakeholders. They expect the Corporation to be run in a prudent manner with due regard to the interests of all stakeholders.

      Consequently, members of the Board and Officers shall deal fairly with PAGCOR's employees, customers, suppliers and other stakeholders. No member of the Board or Officer may take unfair advantage of PAGCOR’s employees, customers, suppliers and other stakeholders through manipulation, concealment, abuse of confidential or privileged information, misrepresentation of material facts, or any other unfair-dealing practices.

      Integrity and honesty in dealings with customers is necessary for a successful and sustained business relationship. PAGCOR should operate a highly effective and efficient organization, focused on meeting customer objectives with the aim of providing services which give fair value and consistent quality, reliability and safety in return for the price paid for the same.

      PAGCOR should implement policies of continuous improvement for both processes and the skills of the staff in order to ensure that it continues to add value to customers.

      In terms of providing a safe environment for casino customers, the House Rules being implemented inside casino premises has been updated to adapt to the New Normal. In addition, regular disinfection of gaming furniture and slot machines is strictly conducted to ensure the safety of casino patrons.

      Moreover, agency management underscored the importance of vaccination in maintaining a safe and secure work environment for employees and casino gaming area for customers. To attain this and following the management’s call for employees to avail the vaccination roll-out in their respective local government units (LGUs), PAGCOR recorded workforce immunization rate of 94% as of July 31, 2021. In partnership with the Manila City Government and Metropolitan Manila Development Authority, more than 3,000 PAGCOR employees were fully vaccinated against COVID-19 during the mass immunization activities held on 30 June and 28 July 2021.

    • Interaction with the Communities
    • PAGCOR, as an integral part of the National Government, is mandated to be socially responsible, and shall therefore act and operate as a good corporate citizen. The Governing Board shall recognize and perform the obligations PAGCOR has towards the National Government, together with the employees, suppliers, customers and other stakeholders, and the communities in which it operates.

      PAGCOR’s Corporate Social Responsibility (CSR) programs are primarily anchored on its mission as a partner of the Philippine government in nation-building.

    • Environmentally-Friendly Value Chain
    • PAGCOR aims to ensure a safe and healthy working environment for all its employees, outside contractors and visitors, as well as comply with all relevant local legislation or regulations and best practice guidelines recommended by national and safety authorities.

      PAGCOR’s environmental responsibility starts with the creation of an Environmental Action Plan that adopts policies, standards, compliance with environmental laws, regulations and practices to make all PAGCOR Casino Filipino branches, Satellite Operations Groups and Corporate offices fit to be a friendly workplace within a conducive working environment.

      Sustainability focuses on the implementation of the Environmental Action Plan in all PAGCOR sites which aim to reduce carbon footprints through energy conservation, responsible use of water and recycling of materials among others. The Action Plan therefore addresses PAGCOR’s operations and thrusts through environmental impact on climate change, protection of future generations and saving mother earth.

    • Activities
      • Environmental Compliance
      • PAGCOR has 14 designated Pollution Control Officers (PCO) assigned in various sites. PCOs are responsible for the implementation of PAGCOR’s Environmental Action Plan. Aside from their professional qualifications, they have completed the required 40 hours of comprehensive training/seminars on environmental issues conducted by DENR-Environmental Management Bureau (EMB), NCR. All 14 PCOs are accredited by DENR-EMB.

        PAGCOR has designated PCO Managing Heads-in-charge in each PAGCOR site. They were required to complete 8 hours of training conducted by DENR-EMB on environmental laws.

        PAGCOR also complies with the submission of Self-Monitoring Reports to the DENR-EMB.

        PAGCOR has designated PCO Managing Heads-in-charge in each PAGCOR site. They were required to complete 8 hours of training conducted by DENR-EMB on environmental laws.

        PAGCOR also complies with the submission of Self-Monitoring Reports to the DENR-EMB.

        All PAGCOR sites are compliant with PD 1586, RA 8749, RA 9276, and RA 6969.

      • Environment Friendly Programs/Compliance with Environmental Action Plan
      • 1.1. Reduction in electricity and energy utilization through the implementation of the Energy Conservation Program by adopting Department of Energy’s “Energy Management Program”

          1.1. Use of energy efficient lighting in administrative buildings, gaming areas, concessions, and parking areas,

          1.2. Promotion of staff awareness on energy savings by encouraging employees to switch off lighting, air conditioning, computers, printers and other office electrical equipment when not in use, and

          1.3. Implementation of Electro-Mechanical Audit in all PAGCOR sites is being undertaken by the Engineering Unit, not only to evaluate the performance and check the maintenance of equipment, but more importantly to aid the PAGCOR sites in their energy conservation efforts/programs. Conduct of Electro-Mechanical Audit was done on January 27, 2020.

        2. Reduction in fuel consumption

          2.1. Introduction of more fuel-efficient vehicles, advanced electric and hybrid vehicles with more powerful and reliable batteries, and

          2.2.Conduct of regular inspection of the performance of all vehicles and stand-by generator sets.

        3. Reduction of Water Consumption through the Implementation of Water Management Program

          3.1. Installation of environmental and efficient fixtures

          3.2. Implementation of water recycling and harvesting of rain water

          3.3. Continuous dissemination of information on saving water

        4. Reduction of Paper Use

          4.1. Adoption of measures to economize the use of paper

          4.2. Set up of Portal and wide use of e-mail to facilitate communication among employees/officers in the department to reduce the need for hardcopy circulation

          4.3. Use of computerized office equipment, e.g. high-speed scanners, digital senders and fax servers to improve office efficiency and minimize paper consumption

        5. Introduction of Green Products

          5.1. Promotion of use of green products, e.g. recycled photocopying paper, alkaline batteries, energy saving light bulbs and refillable ball pens.

          5.2. Purchase of environmentally preferable products and services

        6. On Use of Preventive Maintenance Chemicals

          6.1. Reduction of usage of maintenance products (chemicals, lubricants, fuel, aerosol, refrigerant)

          6.2. Conduct of regular site inspection and accurate inventory to ensure proper handling of chemical and hazardous waste

          6.3. Secure necessary permits/licensing in handling/purchasing of controlled and regulated chemicals

        7. Reduction of Solid and Hazardous Waste Materials

          7.1. Implementation of Ecological Waste Management Plan and Hazardous Waste Management Program

          7.2. Use of Garbage Disposal Area (GDA) or Materials Recovery Facility (MRF) and hazardous waste storage within the premises

          7.3. Provision of information on policies and good practices on waste recycling to employees

        8. Reduction of Greenhouse Gas Emission (GHG)

          8.1. Regular monitoring of the GHG emissions of PAGCOR vehicles and standby generator set by conducting regular emission test

          8.2. Publication of results of GHG emissions for all vehicles and standby generator set

        9. Others - Reduction of environmental impact of PAGCOR activities

          9.1. Collection/hauling and disposal of hazardous waste through accredited DENR 3rd party environmental service provider

          9.2. Suppliers are encouraged to gradually introduce more environmental friendly production methods or eco-design for their products

          9.3. Conduct of regular training and educational orientation regarding PAGCOR Environmental Policy and Environmental Management System (EMS).

          9.4. Development of a transportation policy and design to minimize empty return loads and actively promote the use of new generation engines

          9.5. Strengthening of PAGCOR’s efforts toward environmental and sustainable development projects and partnership that contribute to development of new technologies, education and the preservation of biodiversity.

          9.6. Procurement of Consultancy Services for the Design and Project Management of Office Building and Warehouse Facility including site development of PAGCOR Complex

          9.7. Conversion of old SM casings into Trash Bins

          9.8. Set up a records keeping storage room at Imus Complex for Records Keeping Committee

          9.9.Procurement of one-year service agreement for the repairs and maintenance of copiers (Kyocera and Ineo)

      • Contact details for complaints of other stakeholders
      • PAGCOR has clear and strong lines of communication that allow the agency to respond quickly and efficiently to customer requirements and public needs to ensure consistent quality service.

        Hence, PAGCOR instituted a Customer Feedback Management System as approved by the Board of Directors on December 15, 2015. While there were existing processes in handling feedback per department or branch, there was a need to document and standardize these systems to ensure continual improvement in meeting requirements of PAGCOR customers. This feedback mechanism covers appropriate documentation of all feedback, whether complaint, suggestion, commendation or request for assistance, to the reporting, monitoring and discharging of necessary actions and resolutions.

      • Employee Welfare and Development
        • Welfare
          • Policies/Programs

            PAGCOR Healthcare Plan

            The PAGCOR Healthcare Plan is a self-administered healthcare management program under the Auxiliary Services Department. It provides health services; primary, secondary and tertiary level, to all regular employees and their qualified dependents chargeable against their annual medical allocation on top of PhilHealth.

            The Plan covers healthcare availments of beneficiaries from an accredited pool of healthcare service providers. However, beneficiaries may also avail services from an unaccredited service provider through reimbursement, charged according to the policies and schedule of fees of the Plan. The fiscal year starts every July 01 of each year and ends on the June 30 of the succeeding year. The benefits of the Plan are as follows: emergency room availments, outpatient availments (including specialty consultations, diagnostic procedures, physical therapy, chemotherapy, psychiatric evaluation and hemodialysis), hospitalization availments (including room & board, ICU admissions, medicines, professional fees and laboratories), optical and dental availments, maternity subsidy and other preventive benefits.

            The Plan does not cover the following availments: extra meals and use of extra beds, hiring of private nurses, malingering, infertility treatment and sexual dysfunction, drug addiction and/or alcoholism, cosmetic or plastic surgery, hospitalization primarily for diagnostic or general check-ups, treatment of injuries/illness resulting from self-destruction/suicide and/or attributable to patient’s own gross negligence, misconduct and reckless imprudence and treatment of injuries/illnesses arising from direct or indirect participation in the commission of crime, whether consummated or not violation of law or ordinance, vicious or immoral habits, and unnecessary exposure to imminent danger or hazards to health.

            PAGCOR Code of Conduct Section 6.5.10 “Security, Safety, Health, and Environment”

            Humane, safe, and healthful conditions of work are indispensable to the well-being of everyone. The Company endeavors to comply with applicable security, safety and health regulations and appropriate practices. Employees should immediately notify the supervisor or manager of any work hazard, accident, injuries and unsafe equipment, practices and conditions.

            Security management is everyone’s concern. Protective services, precautions and countermeasures must address the criticality, vulnerability and probability of any hazard, risk or threat. Accordingly, an integrated approach towards the identification, prevention and control of losses is crucial. Disaster preparedness, as well as timely, adequate and effective response to any emergency, whether natural or man-made, requires cooperative efforts among all sectors.

            Compliance with environmental laws, standards and policies is integral to the greening of business. Solid waste management, anti-smoking drive, among others, can make the workplace a better place to live in.

            Morale, Welfare and Recreation (MWR) Program

            The Company undertakes MWR programs to foster camaraderie, enhance morale, improve the quality of work life, promote physical fitness and provide wholesome recreation and entertainment among employees. The MWR Program is a means to give value to the Company’s greatest asset, its employees.

        • Activities
        • Training and Development
          • Policies/Programs

            PAGCOR provides continuous learning opportunities for its employees through trainings. Most in-house trainings are initiated by the Human Resource Centers of Excellence (HRCOE) while some are organized by other departments for the advancement of their personnel.

            Here are some of the training programs regularly conducted by PAGCOR:




          Values Enrichment Program (VEP)

          All regular and contractual employees/p>


          Financial Wellness Program (FWP)

          All regular and contractual employees


          First-Level Leaders’ Training Course (FLLTC)

          Regular Rank-and-file Supervisory employees


          Management Development Program (ELE)

          Regular PAGCOR Officers


          Officers’ Cross-Training Program (OCTP)

          Regular PAGCOR Officers


          Strategic Management and Planning

          Regular PAGCOR Officers


          While most programs are being conducted in a traditional manner, the company is moving towards blended learning and has already initiated non-traditional learning interventions with the help of available technology so that employees learn on a year-round basis.

        • Activities
          • To view details of PAGCOR's Training and Development Program for 2021 please click here

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