DTI ready to assist disgruntled consumers

By Sally Atento - Altea

LEGAZPI CITY --- How can disgruntled consumers easily connect with government regulators when they have a query or complaint about a product?

This situation has become reality at the Department of Trade and Industry (DTI), which has implemented a “no wrong door” policy for five years on end.

Under this policy, when the DTI receives a query, feedback, or complaint about a product or service that is not under its jurisdiction, it identifies the agency responsible for that issue and connects the person who filed the query, feedback, or complaint with that agency.

“Our no wrong door” initiative allows consumers to approach us with any complaints or queries. We then direct their concerns to the appropriate agency for resolution,” DTI Albay Senior Trade Industry Development Specialist Alex Novorra said during the Ugnayan sa PIA Albay.

Since January 1, the DTI in Albay has received 50 complaints related to both in-person and online transactions. These complaints mainly include issues such as faulty products, warranty problems, incorrect pricing, repair services, and misleading promotions, as reported by Novorra.

Novorra emphasized the importance of retaining proof of transactions and other relevant evidence when filing a complaint.

“To verify the authenticity of a transaction, we require proof such as receipts, invoices, or online communications,” he said.

For complainants under 18, a parent or guardian must be present when filing a complaint.

The first step upon filing a complaint is mediation, where both parties can meet in person, online, or through a hybrid mode to try to reach a resolution. “We have up to two days to inform the involved parties and facilitate this process,” Novorra added.

The DTI will oversee the mediation process to ensure that both parties comply with the agreed terms. If mediation at the provincial level is unsuccessful, the case will be referred to the regional office for adjudication to determine the responsible party and appropriate remedy.

Novorra advocated for consumers’ right to seek redress and encouraged them to stay informed about their rights and responsibilities.

“A well-informed consumer is a vigilant consumer. Always transact with legitimate establishments,” he said.

Nestor Anonuevo, a 62-year-old consumer from Legazpi City, was thankful over the ease of filing complaints through the DTI, especially given the prevalence of online scams.

Similarly, Randy Obing, a former barangay official from Pilar, Sorsogon, urged fellow consumers to act responsibly to assist the DTI in protecting their rights.

“While the DTI helps protect us, consumers must also be cautious when buying products,” he said.

For complaints or queries, visit the DTI Albay office on the 2nd floor of the ACCI Building, Peñaranda St., Legazpi City. Consumers can also call 052-201-0488 or email R05.Albay@dti.gov.ph. (With a report from Raiza Lucido/PIA5/Albay)