Consumer complaints reach over 24K – DTI

MANILA, Philippines — Consumer complaints received by the Department of Trade and Industry (DTI) reached over 24,000 as of September.

During the National Consumer E-Congress, DTI assistant secretary Ronnel Abrenica said the agency received and acted upon a total of 24,082 consumer complaints as of Sept.30 this year.

Of the total complaints, around 62 percent or 14,940 were for physical establishments.

Meanwhile, those concerning online establishments accounted for 38 percent or 9,142.

Last year, the DTI saw a drastic increase in consumer complaints which reached a total of 57,839 from just 10,918 in 2019 as consumers shifted to online platforms for their transactions amid the pandemic.

“Despite the pandemic, the DTI continues to handle and resolve consumer complaints within prescribed time,” Abrenica said.

He said the DTI accepts consumer complaints and handles those within its jurisdiction, while the others are referred to the proper agency for appropriate action.

Of the complaints received as of end-September this year, 16,944 have been endorsed while 5,387 have been resolved.

Some 445 are in process while 638 have been withdrawn.

To keep up with the changing times, Abrenica said the DTI would soon be launching the Philippine Online Dispute Resolution System (PODRS) which is a commitment of the country to the Association of Southeast Asian Nations.

He said the PODRS will automate the complaints handling system from filing to resolution of complaints via mediation and allow consumers from anywhere in the world to file a complaint against an entity in the Philippines.

“We hope that we can pilot the system by next year,” he said.

He said other initiatives to help in facing challenges brought about by the digital age include the draft administrative order on guidelines for the grant of DTI seal of legitimacy.

The DTI, with other government agencies Department of Agriculture, Department of Environment and Natural Resources, Department of Health, Intellectual Property Office of the Philippines, and National Privacy Commission have also prepared a joint administrative order (JAO) for online businesses to reiterate laws and regulations applicable to online businesses and consumers.

“Basically, its objective is to increase confidence in e-commerce transactions, to ensure e-commerce platforms, e-retailers, online merchants are properly guided with the rules and regulations and responsibilities in the conduct of their online businesses and to ensure online consumers are informed of their rights and mechanism of redress,” Abrenica said.

Under the JAO, he said online businesses would be liable for the sale of defective products and services, as well as counterfeit and pirated goods.

Online platforms and marketplaces would be held liable in the same manner as online sellers, merchants and retailers when they exercise direction or control over selling practices of an online seller and when they cause the dissemination of false, deceptive or misleading advertisements through all forms of media.

The JAO is currently undergoing revision following public consultations conducted with different e-commerce stakeholders.