ILOILO City – The Department of Trade and Industry (DTI) is urging consumers in Western Visayas to file complaints if they fall victim to problematic online transactions.
With online shopping becoming increasingly popular, particularly among younger generations due to its convenience and accessibility, DTI emphasizes that consumers can report issues to any of the provincial DTI offices, the DTI Regional Office, or via email at r06@dti.gov.ph.
Complaints can also be filed through the DTI Consumer Complaints Assistance and Resolution (CARe) System at https://podrs.dti.gov.ph.
This initiative follows an uptick in complaints posted on various social media platforms, detailing issues like receiving incorrect, incomplete, or defective products.
Recently in Tigbauan, Iloilo there was tension between a customer and a rider recorded in a video that went viral. The customer claimed that the order was incomplete, and demanded a refund. Despite the rider’s attempts to clarify that they were only delivering the items, the situation escalated, culminating in the rider’s motorcycle nearly knocked over by the customer.
According to Grace Benedicto, chief of the Consumer Protection Division of DTI Region 6, complaints related to online transactions have increased significantly.
Under the Consumer Act of the Philippines, consumers have the right to a remedy, including the right to repair, replacement, or refund of items.
“Consumers have the right to remedy, to have their item repaired, replaced, or refunded if they are dissatisfied,” Benedicto said.
However, Benedicto also emphasized the need for consumers to ensure that the seller and the online site are legitimate.
“The first thing consumers need to check is the legitimacy of the seller. If the site just popped up with irresistible deals like ‘Buy One, Take One’ or extremely cheap prices, it may be a scam. Always verify the site before proceeding,” she warned.
In cases where a product is defective or incomplete, and the seller cannot be contacted, DTI encourages consumers to report their complaints to their office.
“Consumers can visit the nearest DTI office, or email us for assistance,” Benedicto added.
Once a complaint is received, DTI mediates by calling both the consumer and the seller or the site manager to resolve the issue. In most cases, this results in a settlement. However, if mediation fails, the case is escalated to the adjudication process.
Benedicto also stressed the importance of obtaining the seller’s name, company details, and contact information. This ensures that DTI can send formal notices to the responsible parties to facilitate resolution./PN
