In an announcement this June 16, the Department of Trade and Industry’s (DTI) Consumer Policy and Advocacy Bureau (CPAB) said that it will start the pilot run of the Philippine Online Dispute Resolution System (PODRS).

The DTI saw a significant increase in online consumer complaints with the increase in online shopping activities over the past year due to the health crisis.

In 2019, the DTI received 2,457 complaints from online purchasing customers. But in 2020, that number spiked to 14,799.

Due to this, the department of trade has proposed the PODRS. Accordingly, back on September 15, 2020, the DTI has issued the Department Administrative Order (DAO) No. 20-05, Series of 2020.

The purpose of this is to develop and establish an ” integrated national online system by which all consumer complaints are received, docketed, transmitted, and resolved, providing network facility and limits of disclosure of data to maintain integrity and credibility of the system.”

This new system will start its pilot run in DTI and soon be a web-based consumer complaints portal for Filipinos. It will automate the whole consumer complaints handling process of the government, which is done by interlinking all members of the Consumer Network (ConsumerNet) that includes select agencies.

The DTI will follow phases to establish and operate the pilot run. The first phase is Assessment, followed by Functional Specifications and Workshop; Phase 3a is the system’s compliance: Data Privacy, Risk Management, and Security; and finally, Phase 3b is the systems development.


As of now, they are in Phase 1. The entire process is being done with the help of the United States Agency for International Development (USAID) and the University of the Philippines Public Administration Research and Extensions Services Foundation Inc (UPPAF).

Once it’s fully operational, PODRS will be a web-based consumer complaint portal where Filipinos can file complaints and seek redress relating to products purchased or services availed either offline or online from a business located in the country.

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