The Department of Information and Communications Technology (DICT) said complaints involving courier and delivery services have dropped by nearly 88% since the launch of Oplan Bantay Padala and a new digital licensing system for the Private Express and/or Messengerial Delivery Service (PEMEDES) sector.
According to DICT data, PEMEDES-related complaints fell from 1,210 in January to 151 as of June 23, 2026. Monthly complaints declined to 692 in February, 350 in March, 182 in April, and 167 in May.
The agency attributed the decrease to reforms introduced earlier this year, including Oplan Bantay Padala and the PEMEDES Licensing Portal, which centralizes complaint monitoring, rider registration, and compliance tracking.
The DICT launched the initiatives in January as part of efforts to strengthen oversight of delivery service providers and improve the handling of complaints involving delayed, lost, or mishandled parcels.
On June 23, the agency rolled out Phase 2 of the PEMEDES Licensing Portal, adding features for digital identity verification, automation, and regulatory monitoring of riders and operators.
“Because of our digitization efforts, we make it easy for our couriers to comply with legal requirements. This in turn enhances the trust of the people in the industry as we promote a reliable and effective ecosystem: isang regulatory mechanism na parehong pro-rider at pro-consumer,” DICT undersecretary Faye M. Condez-de Sagon said.
The DICT said the upgraded system is intended to sustain the decline in complaints while improving accountability among delivery companies, riders, and operators.
The agency added that consumers now have access to faster complaint resolution processes, while delivery personnel benefit from streamlined compliance requirements and digital credentials.
The agency said it continues to accept delivery-related complaints through its Oplan Bantay Padala hotline and email channels.
