DTI: 99.70% Nationwide Mediation Resolution Rate for 2020

The Department of Trade and Industry (DTI), as the leading agency that champions consumer protection, achieved a 99.70% resolution rate for all consumer complaints nationwide, processed in 2020.

Amidst the pandemic that affected the lives of many Filipino consumers, the DTI last year received and processed a total of 62, 279 various complaints on violations of Republic Act 7394 or Consumer Act,  Republic Act 7581, as amended by 10623 or the Price Act, Non-delivery of Balikbayan Boxes, Business Name Law, Price Tag Law, Guidelines on the Concessions on Residential Rents; Commercial Rents of Micro, Small, and Medium Enterprises (MSMEs), Guidelines on Refund of Payments Made for Events Affected by the State of Public Health Emergency, Lemon Law, Republic Act 10962 or the Gift Check Act, and Republic Act 10909 or the No Shortchanging Act.

As DTI implements the “No Wrong Door Policy”, it likewise received and processed complaints outside its jurisdiction. Apart from receiving complaints via e-mail, the DTI also received and processed complaints from walk-in clients.

Among these, concerns on Consumer Act ranked first with a total of 27,973 complaints filed before the DTI. The nature of complaints received in violation of the Consumer Act of the Philippines includes Deceptive, Unfair and Unconscionable Sales Acts and Practices, Liability for Products and Services, Misleading Advertisement and Fraudulent Sales Promotion Practices, Consumer Product and Service Warranties, Consumer Product Quality and Safety, among others.

“The DTI assures the consuming public that all their concerns and complaints will be acted upon especially now that most transactions are done online. We also urge the public to assert their right to redress whenever they purchase defective products or they are provided with unsatisfactory services,” says DTI – Consumer Protection Group (CPG) Undersecretary Atty. Ruth B. Castelo.

Consumers are encouraged to exercise their right to information and double-check the product before making a purchase. In case of any defect or other concerns, coordinate immediately with the seller before filing a complaint with the concerned DTI office. In filing a complaint, consumers may visit the DTI website for the step-by-step process: https://www.dti.gov.ph/konsyumer/complaints/ For more consumer-relation information, visit the DTI website. For consumer-related concerns and queries, you may send an email to ConsumerCare@dti.gov.ph or reach us thru the One-DTI (1-384) Hotline.