The Department of Trade and Industry (DTI) in the Philippines has unveiled the web-based Consumer Complaint Assistance and Resolution (CARe) System to address increasing number of consumer complaints.

Trade Secretary Alfredo Pascual has stressed the importance of safeguarding consumer rights, especially amidst the rising demand in e-commerce. He has called on e-commerce platforms to minimize potential sources of grievances for consumers. According to the agency, the number of complaints they received rose from 2,000 in 2019 to 15,000 during the global health crisis.

The new digital system permits consumers to lodge complaints about trade malpractices and unsafe products online. The entire process, from filing to resolution, is completely automated. Consumers will receive updates on their cases via email, and they can also view the status of these cases at podrs.dti.gov.ph. Pascual assures the data stored on the website will remain secure and confidential.

Earlier this year, the DTI revealed that 44 percent of consumer complaints were about online transactions and sought explanations from e-commerce platforms about the surge in counterfeit products.

As internet penetration increases in the Philippines, the CARe System aims to establish a centralized online platform for consumer complaints. The DTI also plans to integrate this system with the ASEAN dispute resolution to handle regional complaints.

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