The Department of Information and Communications Technology (DICT) is set to launch “Oplan Bantay Padala”, a public complaints platform aimed at monitoring the service quality of private courier and delivery firms, as consumer issues involving delayed deliveries and lost parcels continue to rise.
The initiative will allow the public to file complaints against Private Express and/or Messengerial Delivery Service (PEMEDES) operators for problems such as delivery delays, missing items, and other service-related violations.
The portal will be accessible through the DICT website, designed for mobile use, and will rely on anonymized data to protect complainants while generating aggregate performance statistics.
Oplan Bantay Padala follows the rollout of Oplan Bantay Signal, which enables users to report mobile network quality nationwide. Unlike the current system, where complaints are handled internally by operators with limited public visibility, the new platform will make performance data accessible to regulators and consumers alike.
“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, which oversees PEMEDES operators, said the platform will feature a real-time dashboard showing complaint volumes per operator across selectable timeframes, including monthly, quarterly, and annual views.
The system will also display the status of complaint resolution, with plans to later add metrics such as complaint trends, categories, and response times.
For consumers, the portal is expected to provide clearer visibility into the track records of delivery firms, particularly for online shopping and remittance transactions. For regulators, the system is intended to support data-driven enforcement by identifying operators with repeated or unresolved complaints.
Once operational, the DICT said Oplan Bantay Padala will mark the first government-run platform in the country to publicly aggregate and track consumer complaints against courier and delivery service providers.
