DTI to resolve consumer complaints with online system

MANILA, Philippines — The Department of Trade and Industry (DTI) is looking to resolve consumer complaints faster as it launches an online-based Consumer Complaints Assistance and Resolution (CARe) system.

Yesterday, the DTI launched the DTI CARe System, which offers a user-friendly interface and robust security features, enabling consumers to file complaints and find resolutions easily.

“The system will address complaints that fall within the jurisdiction of the department. Any other concerns will be directed to the appropriate government office or local government unit (LGU) for further action,” according to the DTI.

On the sidelines of the launch of CARe yesterday, Pascual said having an online system will help the DTI resolve consumer complaints faster.

“First of all, filing of complaints will be faster. Secondly, communication will also be easier because it’s online,” Pascual said in Filipino.

He explained that previously, the DTI team would need to make phone calls or ask parties involved to visit its office.

“And then the mediation will also be faster because it’s online. Before you would need to set meetings,” he said.

Pascual explained that the consumer complaints process begins with the filing of the complaint by the consumer followed by the mediation process.

“In the mediation, that would normally result in agreement with the two parties. That’s solved right away in the mediation process. Because if a resolution is not reached, that’s when further legal action is taken. But only a few of those reach that level,” he said in English and Filipino.

The trade secretary said having the digital system also helps the DTI team handling consumer complaints work more efficiently, given the limited number of people the DTI has tending to complaints.

“So we need to find ways to make our operation efficient and productive, being able to handle many more complaints, with the same number of people we have and a system, an online system. Digitally based is such a system that will do the trick for us,” Pascual said.

The DTI stressed that establishing an Online Dispute Resolution (ODR) system is an ASEAN commitment, as stated in Strategic Goal 3 of the ASEAN Strategic