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The Bureau of Custom’s new online complaints platform “Isumbong kay Commissioner” is now under final testing
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User training for authorized personnel will follow before full activation
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The platform will replace the old complaints@customs.gov.ph email
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All complaints will be automatically endorsed to the Office of the Commissioner
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Its centralized system allows real-time status tracking, faster processing, and greater transparency
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The system aims to eliminate manual sorting, reduce delays, and ensure accountability at every stage
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The initiative was led by customs commissioner Ariel Nepomuceno, patterned after the “Isumbong sa Pangulo”
The Bureau of Customs (BOC) is completing final testing of its new online complaints platform “Isumbong kay Commissioner” with user training for authorized personnel set to follow before the system’s full activation.
The platform is designed to streamline and enhance the transparency of how the agency receives and resolves public complaints related to customs services and operations, the BOC said in a news release.
Once activated, “Isumbong kay Commissioner” will replace the existing complaints@customs.gov.ph email system, offering a centralized portal where users can file complaints and track their status in real time.
The shift eliminates manual sorting, minimizes delays, and provides a clearer and more transparent process for addressing concerns.
All reports submitted through the platform will be automatically endorsed to the Office of the Commissioner for prompt evaluation and appropriate action.
Initiated by customs commissioner Ariel Nepomuceno, the system is patterned after the Office of the President’s “Isumbong sa Pangulo” and aims to strengthen accountability and improve communication with stakeholders.
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Developed by the Management Information Systems and Technology Group under deputy commissioner Revsee Escobedo, through the Systems Development Division led by Liberty Plana, the digital platform was built to be secure, user-friendly, and aligned with the BOC’s broader digitalization efforts.
“‘Isumbong kay Commissioner” is proof that the Bureau of Customs is open to clearer, faster, and more transparent engagement with the public. We want to hear your concerns, and we will ensure that every complaint receives the appropriate action. Public service is our foremost duty,” Nepomuceno said.
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Ahead of the full launch, the BOC reminded the public to submit verifiable and complete complaints to ensure efficient processing and prevent delays in addressing legitimate concerns.
The agency said the initiative reinforces its commitment to accessible, accountable, and people-centered service while supporting its mandate to safeguard borders, facilitate trade, and uphold public trust.
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