To strengthen public accountability and improve response time to complaints, the Bureau of Customs (BOC) on Friday announced it will launch “Isumbong kay Commissioner,” the agency’s online platform designed to streamline, expedite, and enhance the transparency of receiving and addressing concerns related to customs services and operations.

The portal was initiated by Commissioner Ariel Nepomuceno, modeled after the Office of the President’s “Isumbong sa Pangulo,” reflecting his commitment to building direct, open, and responsive communication channels with stakeholders.

The system 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 B. Plana. The team ensured that the platform is secure, user-friendly, and aligned with the BOC’s digitalization thrust.

As part of the Bureau’s transition to a fully digital and streamlined complaints-handling system, “Isumbong kay Commissioner” will replace the existing email channel (complaints@customs.gov.ph). The shift marks a major upgrade by offering a centralized platform where complainants can file reports more efficiently and track status updates in real time.

The new system eliminates manual sorting, reduces delays, ensures accountability at every stage, and provides the public with full visibility on how their concerns are being resolved. All complaints filed will be automatically endorsed to the Office of the Commissioner for prompt evaluation and appropriate action.

Commissioner Nepomuceno emphasized the importance of the initiative in advancing transparency and public trust.

“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,” the Commissioner said.

The platform is currently undergoing final testing, after which user training will be conducted to equip designated personnel to handle incoming reports effectively.

Boosting trade digitalization and competitiveness

The BOC reaffirmed its commitment to collaborate with the private sector on trade facilitation, ease of doing business, and digital transformation to strengthen the country’s trade landscape and enhance economic competitiveness.

During a meeting between Commissioner Nepomuceno and the leadership of PCCI and PHILEXPORT, led by Consul Enunina Mangio and Sergio Ortiz-Luis Jr., the Commissioner outlined ongoing modernization initiatives. He stressed that these reforms are designed to improve service delivery, minimize processing delays, and position export facilitation as a central pillar of economic growth.

Private-sector leaders expressed full support for the BOC’s digitalization efforts, saying such reforms are critical to improving efficiency, transparency, and the ease of doing business.

“The chamber fully supports Commissioner Nepomuceno’s leadership and his proactive efforts to modernize the system,” said Consul Mangio. “Through this collaboration, we can effectively streamline processes, reduce trade barriers, and foster a more competitive environment for businesses.”

The meeting also tackled key issues including the proposed Customs Amnesty Program, enhanced monitoring of import duties, and the urgent disposal of overstaying containers to ease port congestion and prevent supply chain disruptions. All parties agreed that addressing these concerns is vital to ensuring smoother trade flows.

A public-private Technical Working Group will be established to institutionalize ongoing coordination and advance policy and operational reforms.

PCCI reaffirmed its alignment with the BOC’s trade facilitation agenda, saying such reforms are essential for stimulating economic activity and strengthening the Philippines’ position in the global market.