DTI, Japan agency ink agreement on consumer complaints

MANILA, Philippines – The Department of Trade and Industry (DTI) signed Monday a memorandum of understanding with Japan’s National Consumer Affairs Center (NCAC) to jointly address consumer complaints in both the Philippines and Japan.

Under the agreement, the DTI and NCAC will cooperate in setting a framework and procedures for faster facilitation and resolution of complaints being filed by consumers against business establishments in the Philippines and Japan.

“As we strengthen cross-border redress in ASEAN, it is also vital that we do the same with other neighboring countries since consumers now transact with the world. The cooperation between the DTI and the NCAC is an indication that we are committed in providing accessible, streamlined, and speedy complaints procedures and avenues for the consumers,” Trade Undersecretary Victorio Dimagiba said.

“In addition to strengthening cross-border redress amongst the Philippines and Japan, we are also hoping that this takes consumer protection a step further for both countries in light of emerging consumer trends and behavior,” NCAC president Tsuneo Matsumoto said.

With the agreement in effect, consumers residing in both countries can file a complaint against any business establishment located in either countries before the DTI and NCAC.

The DTI and NCAC are to accept and handle complaints related to business-to-consumer transactions, cross-border transactions between the Philippines and Japan, and over the counter and online transactions.

Both parties will then share information found to be necessary in resolving such complaints.

The standard procedure set for resolving complaints is within one month and is guided by existing policies and procedures of both agencies.

The DTI said the MOU is already in effect and is automatically renewed after a year unless either of the parties terminates the agreement.