#Public Complaints

The Bureau of Customs (BOC) has launched a new online platform called “Isumbong kay Commissioner,” designed to make it easier and faster for the public to file complaints and concerns about customs services. According to Customs Commissioner Ariel Nepomuceno, the platform was inspired by the Office of the President’s “Isumbong sa Pangulo.” He said the goal is to create a more accountable and responsive complaints-handling process. As part of this shift, the new portal will replace the old email-based system previously used for receiving complaints. This removes manual sorting, reduces delays, and ensures that all complaints are forwarded directly to the Office of the Commissioner for prompt action. Nepomuceno said the initiative shows the bureau’s commitment to transparent and honest public service. The BOC reminds the public to submit complete and verifiable reports to help resolve concerns efficiently. The Anti-Red Tape Authority (ARTA), in partnership with the Department of Information and Communications Technology (DICT), has launched the electronic Complaints Management System (eCMS), an AI-powered platform designed to simplify grievance handling. The system uses artificial intelligence to automatically route complaints to the correct agency or local government unit (LGU), cutting down delays. Read more in our articles including "BOC launches “Isumbong kay Commissioner” Portal" and "A New AI Platform for the Philippine Government Simplifies Public Complaints".