1st Edition - 2025
In compliance with Republic Act No. 11032: An Act Promoting Ease of Doing Business and Efficient Delivery of Government Services, amending for the purpose Republic Act 9485, otherwise known as Anti-Red Act of 2007,
I. Mandate
UPOU is mandated to contribute towards upgrading the quality of the educational system of the country by developing innovative instructional strategies and technologies, and sharing these with other colleges and universities through cooperative programs. Republic Act 10650 (Open Distance Learning Law) has tasked UPOU to assist relevant national agencies, higher education institutions, and technical and vocational institutions in developing their distance education programs through training, technical assistance, research and other academic programs.
II. Vision
The UP Open University shall be at the forefront of the knowledge society as a leading institution of open learning and distance education.
III. Mission
The UP Open University seeks to provide wider access to quality higher education. It shall adhere to the highest standards of academic excellence, guarantee academic freedom, and encourage social responsibility and nationalistic commitment among its faculty, staff and students.
IV. Service Pledge
We, the officials and employees of the University of the Philippines Open University do hereby pledge to:
Upgrade the quality of educational system of the country by developing innovative strategies and technologies and sharing these with other higher educational institutions;
Provide wider access to quality higher education and adhere to the highest standards of academic excellence, guarantee academic freedom, and encourage social responsibility and national commitments among its faculty, staff and students.
Open equal opportunities to those who cannot leave their jobs or homes for full-time studies, physically challenged people by providing alternative access to quality higher education by offering baccalaureate and post-baccalaureate degree programs and non-formal courses via distance education.
Unwaveringly serve the stakeholders of the University efficiently, effectively, courteously and justly in accordance with the Code of Conduct of Public Officials and Employees (RA 6713).
V. LIST OF SERVICES
Office of the Chancellor
Budget Office
External Service
1. Budget Proposal Preparation
Internal Services
2. Internal Operating Budget (IOB) Preparation
3. Notice/Advice of Allotment Issuance
Office of Public Affairs
External Services
1. Alumni Coordination Request
Internal Services
1. Documentation of Activities Request
3. Publishing of Content in the UPOU website
4. Video Shoot and Editing Request
Office of Legal Counsel
Internal Services
2. Handling Administrative/Student Disciplinary Cases Assistance
Information and Communication Technology
Development Office
External Services
1. Email Accounts Creation Request – Student
2. Email Account One-time Password (OTP)/Password Reset Request - Student
3. My Portal Troubleshooting Request
Internal Services
1. Email Accounts Creation Request – Employees
2. Email Account One-time Password (OTP)/Password Reset Request - Employees
3. General Technical Support Request
4. MyPortal Account Creation for Students
5. MyPortal Additional Access Privileges to Course Sites Request
6. MyPortal Assistance in Posting Assignments of FICs to Course Sites Request
7. MyPortal Course Site Creation
8. MyPortal Creation of FIC Accounts Request
9. MyPortal Troubleshooting Request - Faculty
10. Systems Development Request
11. Web App Deployment Request
Office of Gender Concerns
Internal Service
Office of the Vice Chancellor for Academic Affairs
Office of the Vice Chancellor for Academic Affairs
External Services
1. Request for External/Non-UPOU Researchers to conduct Research/Data Collection at UP Open University
Internal Services
1. Application and Processing of Request to Pursue Post Baccalaureate Degree of Faculty Members
2. Application for Research Dissemination Grant (RDG)
3. Application for Professional Chair Awards and Faculty Grants
4. Application to the Teaching Assistantship Program
5. Application for UPOU Research Grants (FRG, CRG, etc.)
Office of Student Affairs
External Services
1. Application for Venue of Proctored Midterm/Final examinations
2. Application for Scholarship Grants
3. Application for Tuition Fee Refund of Scholar
4. Application for Student Assistant / Graduate Assistant
5. Application for Student Loan
6. Application for Psychosocial Support
Internal Services
1. Request for Student Assistants and Graduate Assistants (SA/GA) Slots
Center for Online and Digital Teaching and Learning - Educational Media Production Unit
Internal Services
1. Instructional Design Request
2. Learning Objects in Multimedia Formats (Interactive Video and Video with Animation) Development
3. Learning Objects in Multimedia Formats (Podcasts and Simple Video Lecture) Development
4. Learning Objects in Multimedia Formats (Video Lecture and Instructional Video) Development
5. Scriptwriting or Assistance/Coaching during Script Development Request
8. Storyboard Development/Preparation Request
9. Supplementary Course Components (OERs) Development
Office of the University Registrar
External Services
1. Application for Undergraduate Admission
2. Application for Undergraduate Admission with Admission Exam
3. Application for Graduate Admission with Admission/Qualifying Exam
4. Application for Graduate Admission without Admission/Qualifying Exam
5. Application for Readmission
6. Request for Transcript of Records (TOR) with Previous Approved Request
7. Request for Transcript of Records (TOR) - First-time Request
8. Request for Certifications and other Official Documents
9. Request for Correction or Change of Name/Information of Student
10. Request for Refund through Check
11. Request for Refund through eCredit/Bank Transfer
12. Request for Refund through Credit Card Reversal
13. Application for Student ID
14. Request for ID Validation Sticker - Walk-in
15. Request for ID Validation Sticker - Direct Mailing
16. Enrollment/Registration Process - Online Payment
17. Enrollment/Registration Process - Bank Payment
18. Manual Enrollment/Registration Process
19. Cross Enrollment and Registration
20. Non-degree Application and Registration
21. Application for Change of Matriculation
22. Request for Withdrawal of Enrollment
23. Certificate of Transfer Credentials (CTC) Processing to Receive Valid Transcript of Records (TOR)
24. Withdrawal of Admission Documents
25. Application for University Clearance for Graduating Students
26. Application for University Clearance for PTC Students and Students withdrawing from their programs
University Library
External Services
1. Request on the Use of an Anti-Plagiarism Software
2. Availment of Library Services
3. Availment of Library Services via Inter-Library Loan (ILL)
5. Request for Remote Access Account to Electronic Resource Subscription
7. Request for Turnitin Similarity Index Report
8. Request for Delivery of Library Materials through courier
Office of the Vice Chancellor for Finance and Administration
Human Resources Development Office
External Services
1. Application for Employment - Administrative
2. Application for Employment - REPS
3. Application for Employment – Faculty
4. Certificate of Employment Request
5. Certificate Request of Performance Rating
Internal Services
1. Appointment of Affiliate Faculty Members
3. Attendance to Training Request
4. Authority to Fill/Hire Request – Administrative Position
5. Authority to Fill/Hire Request – REPS Position
6. Certificate of Employment Request
7. Contract of Services Authority to Hire
9. Issuance of CS Appointment – Administrative Staff
10. Issuance of Appointment – Faculty Members and REPS
11. Issuance of Other Appointment
12. Leave of Absence Application
13. Privilege to Study at Reduced Fee Application
15. Study Privilege of Non-Earning Dependents Application
16. Study Leave (Full-Time) Application
17. Sworn Statement of Assets and Liabilities (SALN) Submission
18. University Clearance Application Employees
Bids and Awards Committee
External Services
1. Procurement through Alternative Methods of Procurement
2. Procurement through Public Bidding
3. Procurement through Negotiated Procurement – Two Failed Bidding
Accounting Office
External Service
1. Request for Financial Report
Accounting and Cash Offices
External Service
1. Processing of Payments for Suppliers/Creditors thru LBP Online Payment System
2. Processing of Payments to Suppliers/Creditors thru Bank Crediting System
3. Processing of Payments for Suppliers/Creditors thru Check Issuance
Cash Office
External Service
1. Request for Issuance of eOfficial Receipt for Credit Card and Online Payments
HRD, Accounting and Cash Offices
Internal Service
1. Processing of Payroll using LBP WeAccess System
2. Processing of Payroll using Bank’s Online Facility
Campus Development and Maintenance Office
External Services
2. Academic Residences (AR) Rental
Internal Services
Faculty Offices
VI. Feedback and Complaints
FEEDBACK AND COMPLAINTS MECHANISM
How to send feedback
Answer the client feedback form and check the suggestion or complement box and drop it at the designated dropbox in the lobby OR send an email to feedback@upou.edu.ph OR accomplish our Online Feedback Form – https://url.upou.edu.ph/feedback
How feedbacks are processed
Everyday, the Chief AO of the Human Resources Development Office (HRDO) opens the dropbox and compiles and records all feedback submitted.
Feedback requiring answers are forwarded to the relevant offices and they are required to answer within three (3) days upon receipt of the feedback. The answer of the office is then relayed to the citizen. For inquiries and follow-ups, clients may contact 049-536-6001 loc 299 or send an email to feedback@upou.edu.ph
How to file a complaint
Answer the client feedback form and check the complaint box and drop it at the designated dropbox in the lobby OR send an email to feedback@upou.edu.ph OR accomplish our Online Feedback Form – https://url.upou.edu.ph/feedback
How complaints are processed
Everyday, the Chief AO of the Human Resources Development Office (HRDO) opens the dropbox and compiles, records and evaluates all complaints submitted.
Upon evaluation, the complaint shall be forwarded to the relevant office for evaluation and investigation. A report shall be submitted to the Chancellor for appropriate action.
Contact Information
Contact Center ng Bayan (CCB), : 0908-881-6565 (SMS)
Presidential Complaints Center (PCC), Legal and Public Assistance Office: 8888
ARTA : complaints@arta.gov.ph; 1-ARTA (2782)
