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26 February 2024, 02:38 AM

BOC Enhances Inter-Agency Collaboration On Addressing Complaints

December 2, 2021

For this year, the Bureau of Customs, through the Customer Assistance and Response Services (CARES) further enhances inter-agency collaboration on the processing of complaints lodged on various channels through a series of virtual coordination meetings with the respective partner agencies.

Complaints channels include the Civil Service Commission-Contact Center ng Bayan (CSC-CB), Presidential Complaints Center (PCC), 8888 Citizen’s Complaint Hotline, Presidential Anti-Corruption Commission (PACC), and Anti-Red Tape Authority (ARTA).

For CSC-CB, CARES initiated a formal coordination meeting with CSC where issues and recommendations in enhancing working relationships between agencies were discussed. Specifically tackled were issues in public service and client satisfaction criteria.

Meanwhile, another consultative meeting with PCC was initiated by CARES where the process flow of handling complaints, resolution rate, turn-around time, and the challenges encountered when receiving complaints from PCC were addressed.

Moreover, a CSC Bilis Aksyon Partner, and Committee on Anti-Red Tape was created to ensure that the public feedback referred to the Bureau will be immediately addressed within the prescribed period. Khristine Jane V. Melencio, Acting Chief of Human Resources Management Division was designated as the CSC Bilis Aksyon Partner and Atty. Vincent Philip C. Maronilla, Spokesman and Assistant Commissioner as the Chairperson of the Committee.

A series of consultative meetings with ARTA was also convened to coordinate, synchronize and learn best practices in resolving issues and complaints.

BOC also issued a memorandum on client feedback and complaint action process in compliance with the provisions of Republic Act No. 11032 or Ease of Doing Business Act and as part of the modernization measures being implemented by the agency. The said memorandum elaborates the process of handling complaints lodged through the various complaint channels to ensure the efficient and effective addressing of concerns from the stakeholders.

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