The Bureau of Customs (BOC) has launched a new online portal aimed at improving the agency’s handling of public complaints and concerns related to customs services and operations.
The platform, dubbed “Isumbong kay Commissioner,” was initiated by Customs Commissioner Ariel Nepomuceno, and patterned after the Office of the President’s “Isumbong sa Pangulo” system.
It is intended to strengthen accountability and enhance direct communication between the BOC and stakeholders.
The setup is designed to be secure, user-friendly, and aligned with the bureau’s digitalization efforts.
The new portal will replace the BOC’s existing complaints email address, marking a shift from a manual, email-based process to a centralized and fully digital platform.
The agency said the platform allows complainants to file reports more efficiently and track their status in real time, helping reduce delays and ensuring greater transparency and accountability.
All submissions filed through the portal will be automatically endorsed to the Office of the Commissioner for evaluation and appropriate action.
“Isumbong kay Commissioner is proof that the Bureau of Customs is for clearer, faster and sincere interaction with the public,” Nepomuceno said. “We would like to hear your grievances, and we assure you that every complaint has a corresponding solution.”
The bureau said the new reporting system supports its broader mandate to protect borders, facilitate trade, and uphold public trust through more accessible and accountable public service.
