BOC Customer Care Center enhances online processing system during Quarantine Period

BOC Customer Care Center enhances online processing system during Quarantine Period

The Bureau of Customs – Customer Care Center (CCC) in the Port of Manila recorded a total of 13,943 transactions for the month of June based on the total tickets served by the Queueing System with the aid of online processing. An average of 450 transactions on receiving and releasing documents, 87 inquiries and follow-ups, 95 issuance of access pass, and 144 payment transactions were received daily during the given period.

Due to the recorded volume of transactions at the Customs Services Hub, the Customer Care Center introduced the following health and safety measures:

(1) The “Pick and Drop” policy. Hard copies of goods declaration are placed in a long brown envelope with proper labeling of BOC Portal Ticket Reference Number.

(2) A maximum of 5-minute grace period is given to each stakeholder for the purpose of crowd-control and strict social distancing.

(3) The release of documents are coursed through the BOC Portal through the ticket reference number, while the list of pending consumption documents with lacking requirements, if any, are posted in the Port of Manila page every week for public view.

(4) Online payment process thru PayMaya.

Majority of the transactions in the Customer Care Center – Information Area are related to Stakeholder Accreditation followed by general inquiries on goods declaration, operational matters, assessment matters, payment and accountable forms and infrequent complaints.

The BOC online transactions will continue to discourage walk-in transactions, but most importantly, to prevent the transmission of COVID-19 virus brought about by the pandemic.


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