DTI Launches Online Dispute Resolution System and Consumer Complaints Assistance System to Improve Consumer Protection
The Department of Trade and Industry (DTI) has recently unveiled two new systems aimed at enhancing consumer protection in the Philippines. On Friday, Oct. 13, the DTI launched the Philippine Online Dispute Resolution System (PODRS) and the DTI Consumer Complaints Assistance and Resolution System (CARe System) as part of the Association of Southeast Asian Nations (ASEAN) Strategic Action Plan on Consumer Protection (ASAPCP) 2016-2025.
These systems have been designed to streamline the complaint filing process and improve the handling of consumer complaints, thereby fostering a more inclusive society. The aim is to enhance consumer confidence in the ASEAN Economic Community and facilitate cross-border commercial transactions.
The PODRS and CARe System provide efficient dispute resolution and consumer complaint handling processes. This will make it easier for individuals and businesses to seek redress and find solutions to their issues. Moreover, these systems prioritize consumers’ data privacy and maintain the integrity of the process.
During the launch event at the New World Hotel Manila, DTI Secretary Alfredo Pascual emphasized that the PODRS and CARe Systems symbolize the government’s commitment to justice, fairness, and progress. He stated that these systems would enable consumers to access justice and protection effectively.
The PODRS allows consumers to file complaints conveniently, regardless of whether the products or services were purchased online or offline from Philippine businesses. It ensures data privacy for consumers and involves a three-stage process, including the development of consumer complaints filing, virtual mediation conferences, and linking with the ASEAN Online Dispute Resolution system for cross-border consumer complaints.
Additionally, the DTI Consumer CARe System offers a user-friendly interface with robust security features. It enables consumers to easily file complaints and find resolutions. The system also directs concerns to the relevant government office or local government unit. Registration requires personal information, consent, and a valid government ID.
Secretary Pascual further highlighted that these systems pave the way for the proposed Internet Transactions Act, which aims to digitize government services and facilitate dispute resolution for online consumers and businesses.
With Consumer Welfare Month on the horizon, the DTI Chief stressed the importance of protecting consumers from scams, illegal activities, identity theft, and deceptive practices. Implementing these technological advancements and raising awareness will create an environment where consumers can engage confidently in online commerce and other activities, knowing their interests and security are safeguarded.
The DTI launched these two systems in collaboration with the United States Agency for International Development (USAID), with support from the University of the Philippines Public Administration Research and Extension Services Foundation Inc. (UPPAF).
