DICT’s digital reforms strengthen accountability

MANILA, Philippines — The Department of Information and Communications Technology (DICT) has intensified reforms in the private express and messengerial delivery service (PEMEDES) sector. 

In January, the DICT launched Oplan Bantay Padala alongside the rollout of the PEMEDES Licensing Portal, establishing a centralized system for complaints monitoring, rider registration and compliance tracking. 

These initiatives strengthened oversight, improved transparency and reinforced accountability across the delivery ecosystem. 

Since their rollout, courier complaints have steadily declined. 

Data from the DICT show a sustained drop in PEMEDES-related complaints: from 1,210 in January to 692 in February, 350 in March, 182 in April, 167 in May and 151 as of June 23, a decline of nearly 88 percent in six months. 

The downward trend highlights the impact of Oplan Bantay Padala and PEMEDES digital reforms in making complaint handling more accessible, improving regulatory visibility and strengthening accountability among delivery service providers. 

To further sustain these gains, the DICT launched Phase 2 of the PEMEDES Licensing Portal on June 23, 2026, enhancing digital identity verification, automation and regulatory monitoring for 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,” DICT Undersecretary Faye Condez-de Sagon said.

Consumers now benefit from faster resolution of complaints involving delayed, lost, or mishandled parcels, along with stronger protection in everyday digital transactions.