Bureau of Customs (BOC) Commissioner Ariel F. Nepomuceno announced the creation of “Isumbong kay Commissioner,” the agency’s official online platform designed to streamline, expedite and enhance the transparency of receiving and addressing public complaints and concerns related to customs services and operations.
Nepomuceno said the platform is modeled after the Office of the President’s “Isumbong sa Pangulo”, reflecting the bureau’s commitment to strengthening public accountability and creating direct, open, and responsive communication channels with stakeholders.
The system, he said, was developed by the Management Information Systems and Technology Group (MISTG) headed by Deputy Commissioner Revsee Escobedo, through its Systems Development Division led by Liberty Plana. Their team ensured that the platform is secure, user-friendly and aligned with the BOC’s digitalization thrust.
Nepomuceno underscored the importance of the initiative in advancing transparency and public trust, saying, “ang ‘Isumbong kay Commissioner’ ay patunay na bukas ang Bureau of Customs sa mas malinaw, mas mabilis, at mas tapat na pakikipag-ugnayan sa publiko. Gusto naming marinig ang inyong mga hinaing at titiyakin namin na bawat reklamo ay may kaukulang aksyon. Ang serbisyong bayan ang aming pangunahing tungkulin.”
As part of the Bureau’s shift toward a fully digital and streamlined complaints-handling system, “Isumbong kay Commissioner” will replace the existing BOC complaints email (complaints@customs.gov.ph), said BOC deputy chief of staff and spokesman Atty. Chris Noel Bendijo.
This transition, Bendijo said, marks a significant upgrade from the traditional email-based process by offering a centralized platform where complainants can file reports more efficiently and monitor them through a real-time status and progress tracker.
The new system eliminates manual sorting, reduces delays, ensures accountability at every stage and provides the public with a clear, transparent view of how their concerns are being addressed, Bendijo explained.
All complaints filed through the platform will be automatically endorsed to the Office of the Commissioner, ensuring prompt evaluation and appropriate action at the highest level, Bendijo added.
The system is currently undergoing final testing, after which user training will be conducted to ensure that all authorized personnel are equipped to handle reports effectively.
As the platform prepares for full activation, the Bureau reminds the public to submit only verifiable, complete, and actionable complaints, to ensure efficient processing and to prevent delays in addressing legitimate concerns.
By embracing digital solutions and strengthening its complaints-handling mechanisms, the Bureau of Customs reaffirms its commitment to accessible, accountable and people-centered service, in line with its mandate to protect borders, facilitate trade and uphold public trust, Bendijo said.
