DTI’s complaint system for online deals goes live

INQUIRER FILE PHOTO

The Department of Trade and Industry (DTI) on Tuesday launched a dedicated platform for filing consumer complaints involving online transactions, providing a streamlined and centralized reporting and resolution system for cases filed by the public.

Integrated within the eGovPH app and aligned with Republic Act No. 11967, or the “Internet Transactions Act of 2023,” the DTI said the eReport empowers citizens to easily file complaints about e-commerce transactions.

“eReport addresses key issues commonly associated with online transactions, including product quality discrepancies, fraudulent sellers, privacy violations, and unfulfilled services,” read a portion of the project brief provided to reporters.

“By offering a structured, accessible channel for filing grievances, eReport strengthens consumer protection, accountability, and regulatory oversight, playing a vital role in building trust within the Philippine eCommerce landscape,” it added.

READ: DTI to simplify procedure for consumer complaints

Its salient features include a complaint submission system where users can submit detailed complaints, including transaction details, nature of the complaint, and upload supporting documents.

The platform also has a progress tracking feature, allowing users to check the status of their complaints from submission to resolution.

In 2023, consumer complaints received by the DTI increased by 3 percent to 28,824 from 27,947 in 2022.

The DTI said further that most complaints involved deceptive, unfair, and unconscionable sales acts and practices.

Those were followed by complaints on products and services liability, and misleading or fraudulent sales promotion.