Guided by President Ferdinand Marcos Jr.’s call for more responsive governance and pursuant to Republic Act No. 11032, or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, the Bureau of Customs (BOC) is reinforcing its client servicing through the ongoing streamlining of its feedback processes to expedite the resolution of client concerns.
Under the newly issued memorandum, all BOC offices and ports are directed to prioritize the immediate action and resolution of client complaints endorsed through the Public Information and Assistance Division (PIAD).
The directive ensures that concerns are promptly acted upon, with proper reporting and coordination to guarantee transparency, accountability, and strict compliance with prescribed timelines.
Commissioner Ariel Nepomuceno emphasized that timely action on client feedback is central to improving government efficiency and sustaining public confidence in the BOC.
“This initiative highlights the Bureau’s commitment to deliver efficient service by ensuring that concerns raised by the transacting public are acted upon without unnecessary delay.”
“This initiative highlights the Bureau’s commitment to deliver efficient service by ensuring that concerns raised by the transacting public are acted upon without unnecessary delay,” Nepomuceno said.
“We want our stakeholders to feel that their feedback is valued, and that the BOC is ready to respond with urgency and accountability,” the customs chief added.
The BOC remains committed to delivering fast, transparent, and accountable services in line with R.A. No. 11032.
By enhancing its client feedback mechanism, the agency affirms its determination to cut bureaucratic inefficiencies, improve customer service, and support the administration’s vision of a government that delivers prompt and efficient public service.
