To further promote transparency in public services provided by the Private Express and/or Messengerial Delivery Service (PEMEDES) operators in the Philippines, the Department of Information and Communications Technology (DICT) is set to launch the Oplan Bantay Padala, which aims to monitor the service quality of the PEMEDES operators in the country.
Following the success of Oplan Bantay Signal, which enables the public to report the signal quality anywhere in the country, the Oplan Bantay Padala will let the public file complaints on services provided by PEMEDES, such as delayed deliveries, lost parcels, and other violations. The portal will use anonymized data to protect the complainant’s privacy while providing aggregate statistics. It will be accessible via the DICT website and mobile-friendly for a broad public reach.
“With the current setup, complaints are handled internally with limited public visibility into operator performance. Oplan Bantay Padala will open a public-facing online portal that enables consumers to report the performance of PEMEDES operators to the DICT,” DICT Secretary Henry Aguda said.
The DICT’s Postal Regulation Division oversees the regulation of PEMEDES operators in the Philippines. The key features of the portal include monitoring of complaints per operator, which provides a real-time dashboard showing the number of complaints filed against each PEMEDES operator over selectable periods (e.g., monthly, quarterly, annually). The portal will also show the resolution status of the lodged complaints and will expand the additional metrics, such as trends, complaint categories, and operator response times, as potential future enhancements.
The Oplan Bantay Padala is expected to benefit the consumers of PEMEDES services by gaining better awareness of the performance of operators, reducing the risks in online shopping, and remittances. The PEMEDES operators will benefit from this initiative through public visibility of their ratings from the consumers and incentivize their improved service quality.
Meanwhile, the government will benefit from this initiative through data-driven regulation that will identify chronic offenders and align with the administration’s digital governance priorities. Overall, this will boost confidence in the e-commerce and logistics sectors across the country.
Oplan Bantay Padala represents a concrete step in advancing President Ferdinand R. Marcos Jr.’s commitment to transparent, accountable, and citizen-centered governance. By making complaint data publicly accessible, the initiative empowers Filipinos to actively participate in safeguarding service standards, holds delivery service providers accountable, and strengthens trust in the country’s logistics and e-commerce ecosystem. This initiative reinforces the administration’s digital governance agenda, ensuring that technology works for the people and that no Filipino is left unheard in the digital economy.
The post From lost parcels to delayed deliveries: DICT to Launch ‘Oplan Bantay Padala’ portal for complaints first appeared on Pampanga News Now.