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The Bureau of Customs’ new online complaints platform “Isumbong Kay Commissioner” is now live
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All reports submitted through https://isumbongkaycomm.customs.gov.ph/ will be automatically endorsed to the Office of the Commissioner for evaluation and appropriate action
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The platform is designed to streamline and enhance transparency on how the agency receives and resolves public complaints related to customs services and operations
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It replaces the existing complaints@customs.gov.ph email system
The Bureau of Customs’ (BOC) new online complaints platform “Isumbong Kay Commissioner” is now live.
All reports submitted through https://isumbongkaycomm.customs.gov.ph/ will be automatically endorsed to the Office of the Commissioner for evaluation and appropriate action.
The platform is designed to streamline and enhance transparency on how the agency receives and resolves public complaints related to customs services and operations. It replaces 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.
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.
Developed by BOC’s Management Information Systems and Technology Group, the digital platform was built to be secure, user-friendly, and aligned with the BOC’s broader digitalization efforts.
To file a complaint, the public should accomplish a form and submit relevant documents through the platform. An email with a reference number will be sent as proof of the successful submission of the complaint. Updates on the status of the complaint will also be sent via email, but it can also be viewed at the platform by providing the reference number.
In case additional information on the complaint is required, the complainant must submit the additional details/information in three to five days, otherwise the complaint will automatically be closed.
BOC earlier 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.
READ: BOC nears rollout of new online complaints portal
