Lapeña to BOC staff: Respond to all inquiries in 5 days


Philippine Customs commissioner Isidro Lapeña has reiterated to Bureau of Customs (BOC) officials the need to comply with the five-day mandatory period to respond to all official communication sent by stakeholders.

In a memorandum dated March 21, 2018, the Customs chief said it has been reported that concerns and/or complaints lodged personally in various BOC offices or via electronic mail are not acted upon within the prescribed period under Customs Memorandum Order (CMO) No. 24-2017.

Lapeña reminded and directed all deputy commissioners, district collectors, and others concerned to comply with the five-day mandatory timeframe to respond to all clients, be it external or internal.

This, Lapeña noted, is in relation to BOC’s “efforts to enhance its positive image to the public.” He added that Republic Act (RA) 9485 (Anti-Red Tape Act of 2007) requires that inquiries have to be acknowledged and acted upon at least within five working days upon receipt for simple transactions and 10 working days for complex transactions. Further, he noted that Section 5 of Executive Order No. 06 series of 2016, signed by President Rodrigo Duterte, requires that concrete and specific action be provided in response to complaints and/or requests.

CMO 24-2017, issued in October last year, covers all groups, districts, offices, and personnel of BOC that handle or act on communication/memoranda including, but not limited to, written or verbal communication, correspondence to and from other agencies, inter-office memo, completed staff work, and all other forms not specifically covered by RA 6713 (Code of Conduct and Ethical Standards from Public Officials and Employees), and RA 9845.

Communication letters, requests, and other permits shall be acted on by the concerned office within five days of receipt of documents.

Failure to comply with the provisions of CMO 24-2017 may be a ground for administrative and disciplinary sanctions on any erring public officer or employee as provided under existing laws and regulations.

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