The Department of Information and Communications Technology (DICT) reported a significant decline in courier-related complaints, which fell by nearly 88 percent over a six-month period following the rollout of its Oplan Bantay Padala initiative.
Data from the agency showed complaints involving Private Express and/or Messengerial Delivery Services (PEMEDES) steadily dropped from 1,210 in January to 692 in February, 350 in March, 182 in April, 167 in May, and 151 as of June 23.
DICT said the sustained downward trend reflects improved complaint handling, stronger regulatory visibility, and increased accountability among delivery service providers under its digital reforms.
To sustain the gains, the agency launched Phase 2 of the PEMEDES Licensing Portal on June 23, enhancing digital identity verification, automation, and monitoring systems for riders and operators.
“Because of our digitization efforts, we make it easy for our couriers to comply with legal requirements… A regulatory mechanism that is both pro-rider and pro-consumer,” said DICT Undersecretary and Chief of Staff Faye M. Condez-de Sagon.
The DICT said Phase 2 is expected to further improve monitoring systems, sustain the decline in complaints, and strengthen accountability in the delivery sector.
Consumers are expected to benefit from faster resolution of issues such as delayed, lost, or mishandled parcels, while riders and operators face a more streamlined compliance system under the updated PEMEDES framework.
The agency said the reforms are helping build greater trust in the digital delivery ecosystem, particularly among online sellers and households relying on courier services.