MANILA – The Bureau of Customs (BOC) has unveiled “Isumbong kay Commissioner”, its official online platform designed to streamline, expedite, and enhance the transparency of receiving and resolving complaints related to customs operations.

Initiated by Commissioner Ariel F. Nepomuceno, the platform is modeled after the Office of the President’s “Isumbong sa Pangulo”, underscoring the Commissioner’s commitment to open, responsive, and accountable public service.

Developed by the BOC’s Management Information Systems and Technology Group (MISTG) under Deputy Commissioner Revsee A. Escobedo and the Systems Development Division led by Liberty B. Plana, the platform is secure, user-friendly, and aligned with the Bureau’s digitalization efforts.

The new system replaces the existing email complaints channel (complaints@customs.gov.ph), allowing users to file reports efficiently and track their status in real time. It also ensures automatic endorsement of complaints to the Office of the Commissioner for prompt evaluation and action.

Commissioner Nepomuceno emphasized the initiative’s role 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 platform is undergoing final testing, with user training planned for all authorized personnel. The BOC reminded the public to submit verifiable, complete, and actionable complaints to ensure timely and effective processing.

With “Isumbong kay Commissioner”, the BOC strengthens its digital complaints-handling system, reinforcing its commitment to accessible, accountable, and people-centered service in line with its mandate to protect borders, facilitate trade, and uphold public trust.