DTI to simplify procedure for consumer complaints

INQUIRER FILE PHOTO

The Department of Trade and Industry (DTI) plans to overhaul the framework for the handling of investigations, complaints and formal charges to provide a “simplified and uniform procedure for a more efficient, expedient and convenient disposition” of consumer-related cases.

Citing the changing trends brought about by recent technological advances, such as the rise in online shopping and digital marketing, the DTI sees the need to amend the procedural rules.

It is now calling on the public to comment on a 52-page draft of the rules on its website until Aug. 20.

READ: DTI launches online complaint site

The draft contains revised guidelines on the DTI jurisdiction, the venue of mediation and adjudication, adjudication of formal charges and expedited procedures, among others. Likewise, it covers appeals, as well as additional and special proceedings for violations under the Internet Transactions Act (ITA).

The ITA, which was signed into law back in December 2023, aims to promote e-commerce transactions while safeguarding consumer rights. It mandates the creation of an e-commerce bureau, which will be under the DTI, to create an online business registry that will provide government and consumers access to information of businesses selling online.

The number of consumer complaints received by the DTI went up by 3 percent in 2023, with volume hitting a total of 28,824 complaints. Of these, 31 percent were mediated and adjudicated while 69 percent were endorsed to other appropriate government agencies. Most of the complaints involved “deceptive, unfair and unconscionable” sales acts and practices, according to the DTI. INQ