BUREAU OF CUSTOMS .,,.

MAI<ABAGONG ADUANA, MATATAG NA EKONOMIYA

MASTER
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cusrOMS SPECrAL ORDER (CSO)
No. - 9-02-

To ensure effective management of the Philippine Customs Modernization

Project (PCMP) and pursuant to CSO No. 71-2021, the following employees shall
constitute the Grievance Redress Mechanism (GRM) Team to register, address
and resolve complaints and grievances raised by stakeholders during the
implementation of the PCMP:

Chair Director Michael C. Fermin, Administration Office

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Co-Chair : AtLy. Julito L. Dorla, PLD

Members : Raquel de Jesus, GSD

Nvin Lorenzo V. Ogena, MISFG
Ayessa Aira P. Cuevas, PIAD
Marcelino A. Bonifacio, Jr. , XIP
Joel T. ESPejo, CCC
Permanent Representative from EPCD

Secretariat : Doria B. Bolea, TED

Gibson C. Montalbo, TED

The Public Information and Assistance Division (PIAD), through the

Customer Assistance & Response Service (^RES) and Customer Care. Center
(CCC), shall receive any complaint that may arise during the implementation
phase of the PCMP, and escalate it to the Management Information System and
Technology Group (MISTG) for customs processing system concerns,
Environmental Protection & Compliance Division (EPCD) for environmental and
social management concerns, Xray Inspection Project (XIP) for non-intrusive
inspection concerns, or Administration Office for internal administrative or
organizational concerns. The concerned office shall address the complaints
and/or any futLire operational issues that have the potential to be designed out
during implementation phase.

The PIAD and MISrG shall be tasked to harness the existing Customer Care
Portal System (CCPS) to accommodate the GRM feedback from acrernal
stakeholders regarding specific PCMP activities.

This Order shall take effect immediately and shall I until revoked.

I .': REY LEO"ARDO B. GUERRERO

I Commissioner

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