I. Responsibilities of the Board

1. Board Composition

PAGCOR is governed, directed, controlled and managed by a five-member Board of Directors with no Ex-Officio members. 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:

• Alejandro H. Tengco, Chairman and Chief Executive Officer

Chairman and CEO Alejandro H. Tengco was born on March 10, 1960.

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

• Atty. Juanito L. Sañosa, Jr, President and Chief Operating Officer

President and Chief Operating Officer Juanito L. Sañosa was born on December 20, 1980.

As the PAGCOR President and COO, he is also a member of the agency’s Governance, Nomination and Remuneration, and Executive Committees.

• Francis Democrito C. Concordia, Director

Director Francis Democrito C. Concordia was born on December 3, 1974.

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

• Jose Maria C. Ortega, Director

Director Jose Maria C. Ortega was born on May 28, 1953.

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

• Gilbert Cesar C. Remulla, Director

Director Gilbert Cesar C. Remulla was born on September 5, 1970.

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

2. Schedule of Board Meetings

To properly discharge its responsibilities, the Board is scheduled to meet at least twice every month. Since assuming office, 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 13 December 2021, 27 January 2022 and 15 February 2022.

For the year 2022, the Board had 37 regular meetings as follows:

January 6, 13 and 27
February 2, 10, 17 and 23	August 30
March 3, 10, 16, 23 and 31	September 2, 8, 15 and 29
April 6 and 27	October 5, 20 and 27
May 4, 11, 18 and 26	November 3, 10, 17 and 24
June 1, 9, 21 and 28	December 1, 7 and 21

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 working days in advance.
4. The Corporate Secretary issues a notice of Board meeting to all concerned at least three days prior to the Board meeting.
3. Role of the Board on Corporate Strategy

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 revised targets for the year 2022 was reviewed by the Board of Directors in its meeting held on 23 September 2021. Likewise, quarterly performance monitoring reports are submitted to the Chairman and CEO for review and approval prior to submission to GCG.

In 2022, 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.

4. Code of Conduct

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.

5. Responsibility for Implementation

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 and 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.

6. Board Committees’ Accomplishment Reports
• Nomination and Remunerations

Created on January 16, 2013, the Nomination and Remunerations Committee (NRC) was given the 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 seven (7) times during the year on 17 February, 10, 16 and 22 March, 21 June, 17 October and 29 November 2022. During which meetings a total of 178 recommendations for hiring/promotion/shifting were discussed. Out of the 178 recommendations, 178 items were approved; 12 new officers were hired; 15 were deferred and approved; and 20 were deferred. In 2022, the NRC was composed of the following:

Chairman:	Director Gilbert Cesar C. Remulla
Members:	President and COO Juanito L. Sañosa, Jr.
	Director Francis Democrito C. Concordia
	Heads of the following Department/Group:
	Accounting Department Human Resource & Development Corporate & Legal Services

• 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 to 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, 2022, the Committee was composed of the following senior management officials:

Chairman:	Director Jose Maria C. Ortega
Members:	Director Gilbert Cesar C. Remulla
	Director Francis Democrito C. Concordia
	Heads of the following Groups and Departments:
	Security Group SVP BGen Raul P. Villanueva (ret.) Legal Group VP Atty. Roderick R. Consolacion Licensing and Regulatory Group GM Daniel C. Cecilio Enterprise Services Group VP Ricardo B. Faraon Internal Audit Department AVP Estela H. Matullano-Dionson
	Risk Manager Angelito T. Reyta Asst. Vice President, CPD




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 2022, the Committee accomplished the following:

• Held four meetings on the following dates: March 21, June 9, October 25, and December 13, 2022.
• Discussed and resolved audit findings for the enhancement/improvement of PAGCOR’s processes and control measures.
• Conducted risk assessment and evaluation of the 2021 Risk Registers on 21 March 2022. 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 (EXCOM) is composed of the Board of Directors and the heads of the Corporate groups and departments, casino branches, satellite operations groups (SOGs) and satellite casinos in Cebu areas. The EXCOM meets regularly at least twice a month and serves as the venue for 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 is composed of 64 members, excluding the Board of Directors, as of 31 December 2022 and held a total of 29 meetings in 2022, 1 of which was face-to-face, 21 were via Zoom platform and 7 were via hybrid Zoom.

• 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 2022

January to June 2022

Name	Position	Date of Appointment	No. of Meetings Held in 2022	No. of Meetings Attended	%
Andrea D. Domingo	Chairman & CEO	July 2016	22	22	100%
Alfredo C. Lim	President & COO	July 2016	22	22	100%
Carmen N. Pedrosa	Director	July 2016	22	19	86.36%
Gabriel S. Claudio	Director	July 2016	22	22	100%
James Patrick R. Bondoc	Director	September 2021	22	22	100%

July to December 2022

Name	Position	Date of Appointment	No. of Meetings Held Since Assumption in 2022	No. of Meetings Attended	%
Alejandro H. Tengco	Chairman & CEO	August 2022	15	15	100%
Juanito L. Sañosa, Jr.	President & COO	August 2022	15	15	100%
Francis Democrito C. Concordia	Director	August 2022	15	15	100%
Jose Maria C. Ortega	Director	August 2022	15	15	100%
Gilbert Cesar C. Remulla	Director	August 2022	15	15	100%



• 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 (IAD), headed by Assistant Vice President President Estela H. Matullano-Dionson. The IAD 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 2022, 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 2022, Atty. Leoncio Joel M. Barrameda III performed the functions of the PAGCOR Corporate Secretary and concurrent Compliance Officer.

DISCLOSURE AND TRANSPARENCY

• Audited Annual Financial Reports

Date Published	Year of the Report	Date of Receipt from COA
Jan. 14, 2015	2013 Annual Audit Report	Dec. 15, 2014
Oct. 19, 2015	2014 Annual Audit Report	Sep. 16, 2015
Aug. 22, 2016	2015 Annual Audit Report	Jul. 4, 2016
Jul. 26, 2017	2016 Annual Audit Report	Jul. 3, 2017
Jul. 27, 2018	2017 Annual Audit Report	Jun. 29, 2018
Jul. 27, 2019	2018 Annual Audit Report	Jul. 16, 2019
Sep. 17, 2020	2019 Annual Audit Report	Aug. 28, 2020
Aug. 20, 2021	2020 Annual Audit Report	Jul. 30, 2021
Jul. 4, 2022	2021 Annual Audit Report*	Jun. 13, 2022
Jun. 27, 2023	2022 Annual Audit Report*	Jun. 15, 2023

*The Commission on Audit did not render an opinion on the financial statements of the Philippine Amusement and Gaming Corporation in view of the Commission's limited audit jurisdiction over PAGCOR pursuant to the Supreme Court (SC) decision in the case of Efraim Genuino vs. Commission on Audit, GR No. 230818 dated June 15, 2021. A Management Letter was issued instead of the standard Annual Audit Report.

• Annual Reports

Year of the Report	Date Published in www.pagcor.ph
2022
2021	August 01, 2022
2020	September 30, 2021
2019	September 30, 2020
2018	September 27, 2019
2017	September 25, 2018
2016	September 29, 2017
2015	January 6, 2017
2014	December 2, 2015
2013	February 13, 2015
2012	November 28, 2013
2011	July 10, 2013

• Corporate objectives

• Strategy Map


• 2022 Performance Scorecard



• Financial performance indicators
• (See Financial Performance Indicators in Performance Scorecard in pages __ to __ and COA Audited Financial Statements in pages __ to __)
• Non-financial performance indicators
• (Financial Performance Indicators in Performance Scorecard in pages __ to __)
• Whistle Blowing 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 Alejandro H. Tengco, 8888 Citizens' Complaint Center head, Director Bernadette Casinabe said that a total of 44 citizens' concerns were referred to PAGCOR as of August 31, 2022, 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. To date, PAGCOR progressed to the third level of privacy compliance as prescribed by the National Privacy Commission when the Board of Directors approved the compliance requirements.

• 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.

In 2022, a total of 51 requests for information were received through the e-Freedom of Information Portal and acted on, 33 of which were processed successfully, 17 were considered not valid, and 1 request was in process as of 31 December 2022.

• Citizen's Charter

Pursuant to Republic Act No. 11032 otherwise known as the “Ease of Doing Business (EODB) and Efficient Government Service Delivery Act of 2018”, the Anti-Red Tape Authority (ARTA) issued Memorandum Circular No 2019-002 for the mandatory update of the PAGCOR Citizen’s Charter Handbook which was approved by the Board in its meeting held on 30 July 2020. The same listed all the government services being provided to external and internal customers.

• 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 21,086 surveys conducted for the period January 1 to December 31, 2022 are, as follows:

• Total number of transactions – 22,018
• Total number of respondents to survey – 21,086
• Total responses with poor rating – 0 or 0%
• Total responses with satisfactory rating – 64 or 0.3%
• Total responses with very satisfactory rating – 3,461 or 16.41%
• Total responses with excellent rating – 17,561 or 83.28%

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 programs attended by each member of the Governing Board

As part of the responsibility of the Governance Committee on the continuing education for Directors, all five members of the Board of Directors attended the Basic Corporate Governance for Board of Directors Program conducted by the Center for Global Best Practices (CGBP) on March 6 & 8, 2023. 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.

• 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 30, 2022. It is posted in the Transparency Seal Section of the PAGCOR Website.

CORPORATE SOCIAL RESPONSIBILITY

• 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 (MMDA), 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. The MMDA again accommodated the vaccination of PAGCOR corporate employees on 07 June 2022 and through this effort, 23% of all employees already received 2nd booster shot by 14 November 2022.

• 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.

• (See Corporate Social Responsibility section)
• Environmentally-Friendly Value Chain
• Policies

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 ensures that its sites are compliant with PD 1586 (Environmental Impact Statement System) ECC, RA 8749 (The Philippine Clean Air Act of 1999), RA 9275 (The Philippine Clean Water Act of 2004) and RA 6969 (Toxic Substances and Hazardous and Nuclear Wastes Control Act of 1990), and RA 9003 (Ecological Solid Waste Management Act of 2000).

Under Department of Environment and Natural Resources (DENR) Administrative Order (AO) No. 26, PAGCOR has 16 designated Pollution Control Officers (PCO) assigned in its PAGCOR sites who are responsible in implementing the PAGCOR Environmental Action Plan. Apart from their professional qualifications, they have completed 40 hrs. of comprehensive training/seminars on environmental issues conducted by DENR Environmental Management Bureau (EMB), NCR.

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.

• Environment Friendly Programs/Compliance with Environmental Action Plan

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 such as Compact Fluorescent Lamp, Light Emitting Diode (CFL-LED)

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 07 March and 02 May 2022.

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.

2.3. Strictly adhere to the transportation policy and design that minimizes empty return loads and actively promote the use of new generation engines

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

3.1. Installation of environmental and efficient fixtures

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. Employees are provided with information on policies and good practices on waste recycling

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 Pollution Control Officer (PCO) and Environmental Management for Managing Head.

9.4. Implement the upgrading of facilities and services by creating a Task Force on Project Management to audit facilities and implement improved quality service.

9.5. Plan for construction of own building, using substantial natural materials.

9.6. Generate cost savings for PAGCOR in terms of utility charges and cost of materials and equipment by adopting inverter technology on properties’ air-conditioning systems and use of light-emitting diode (LED) for lighting fixtures

• Contact details for complaints of other stakeholders

PAGCOR have 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 Health Services and Wellness 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 1st of each year and ends on the June 30th 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 for 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 finally, 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. Our 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. In his own little way, everyone can be a steward of Mother Earth. Solid waste management, anti-smoking drive, among others, can make our niche 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 Management's way of saying that the greatest asset of PAGCOR is its employees.

• Activities– (To see details of various 2022 Employee Welfare and Development activities, please click the links below)
• PAGCOR Healthcare Report
• Safety and Security Programs
• MWR 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 Center 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:

PROGRAM TITLE	TARGET EMPLOYEES	FREQUENCY OF CONDUCT
Confidence in Correspondence	All regular employees	Monthly
Communicating Effectively	All regular employees	Monthly
Wellness and Stress Management	All regular employees	Monthly
Working with Others	All regular employees	Monthly
Motivating and Developing Others	All regular employees	Monthly
New Ways of Working	All regular employees	Monthly
Completed Staff Work	All regular employees	Monthly

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 Programs for 2022 click here