MANILA, Philippines — The Civil Service Commission (CSC) conferred an award to the Bureau of Customs (BOC) as one of the government agencies with the highest percentage of resolved complaints lodged at the agency.
In a statement on Thursday, the BOC said the CSC issued a certificate of recognition to the agency in a virtual ceremony held on September 27, for achieving one of the highest complaint resolution rates “for the past decade” through the Contact Center Bayan (CCB).
The BOC was recognized for resolving 517 complaints out of 542 as received by the agency, posting a resolution rate of 95.39 percent.
As one of the CCB’s key partners, BOC efficiently processed the complaints through its Customer Assistance and Response Services.
The CCB is one of the government’s main feedback mechanisms, serving as the citizen’s direct line in providing feedback on the government service efficiency.
The program is in line with the Republic Act No. 9485 or the Anti-Red Tape Act, and the amendment, Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018.