COMPLAINTS HANDLING

Consumer complaints filed with DTI may cover any, but not limited to the following:

• Liability for Product and Services (i.e. Defective or Imperfect Products/Services)
• Deceptive Sales Acts/Practices
• Consumer Product Quality and Safety
• Violation for printing “No Return. No Exchange” in the receipts
• Chain Distribution Plans or Pyramid Sales Schemes
• Consumer Product and Service Warranties
• Labeling and Fair Packaging
• Misleading Advertisement and Fraudulent Sales Promotion Practices
• Regulation of Repair and Service Firms
• Philippine Lemon Law

Complainants may opt to file a complaint through any of the following modes:

• Online complaints may be filed by clicking the Consumer Complaints button.
• Snail mail complaints may be filed through courier or registered mail.
• Walk-in complaints, during regular business hours, Monday through Friday, at 8:00am-5:00pm.

Where to file:

For National Capital Region:
DTI-FTEB
Office Address: UPRC Building 315 Sen. Gil J. Puyat Ave., Makati City, Philippines

For DTI Regional/Provincial Offices:
Please check the DTI Regional Operations Group (ROG) Directory through this link www.dti.gov.ph/contact

Mediation is an intervention by which DTI, through its appointed or designated Mediation Officers, facilitates communication and negotiation between the parties, and assists them in reaching a voluntary agreement regarding a dispute.

Mediation is mandatory in all consumer complaints involving violation of the Consumer Act of the Philippines and Other Fair Trade Laws. It is a condition precedent for the filing of formal complaints for adjudication under Rule IV Department Administrative Order No. 20-02 Series of 2020.

Mediation Process

• Receive Complaint
• Evaluate Complaint
• Issue Notice of Mediation
• Conduct Mediation

Mediation may result in either an amicable settlement between parties or failure of mediation  leading to the issuance of a Certificate to File Action (CFA) by the DTI Mediation Officer. If CFA is issued, the complainant may proceed to file a formal complaint to the proper office of the DTI for adjudication purposes.

• Accomplished Initial Complaint Form
• Any proof of transaction (i.e. official receipt, delivery receipt, invoice, job order)
• Other pieces of evidence to support claim

Different government offices also handle consumer complaints depending on the nature, products, or services being complained of. For complaints outside the jurisdiction of DTI, you may find the appropriate government office for your concern below:

Upon issuance of Certificate to File Action by the Mediation Division, the complainant may now file a Formal Complaint with proof of transaction, pieces of evidence, and other pertinent records to the Adjudication Division of the Fair Trade Enforcement Bureau.

1. Receipt of the Formal Complaint and the CFA

Our administrative staff upon receipt of the Formal Complaint and attachments will evaluate the Complaint if it is essentially complete (If the Formal Complaint is duly accomplished, notarized, has Verification of Non-Forum Shopping and a CFA). In case some essential details in the complaint form (address, cause of action, signature etc.) are lacking, we can assist the party to remedy the defect.

2. Issuance of the NOA and other Orders

The AO assigned to the case issues the Notice of Adjudication ordering the parties to submit their respective Position Papers within a non-extendible period of Ten working days. It will be sent electronically and physically to the address of records of the parties found in the Complaint.

3. Deciding a Case

When a case is already submitted for Decision, the AO will decide the case based on the pleadings and evidence submitted on record relative to existing laws, issuances and jurisprudence. A certified true copy of the Decision will be sent to the physical address of the parties.

Filing of a formal charge by the Prosecution Unit starts the adjudication process of the case.

1. Issuance of Summons

Upon receipt of a Formal Charge, a Summons is issued by the Adjudication Officer which is an order requiring the Respondent in the case to submit an Answer to the Formal Charge within ten (10) working days from receipt of the Summons.

2. Issuance of Notice of Preliminary Conference

After Respondent’s Answer has been received or after the period to file the same has expired, the Adjudication Officer will either set the preliminary conference hearing through the issuance of a Notice of Preliminary Conference, or in lieu of a formal hearing, may opt to directly issue a Preliminary Conference Order. A Notice of Preliminary Conference is a notice informing the parties that a preliminary conference is being scheduled for the parties to discuss and take into consideration the following: (1) The simplicity of the issues; (2) The necessity or desirability of amendments to the pleadings; (3) The possibility of obtaining stipulations or admission of facts and of documents; (4) The limitation of the number of affiant-witness; and (5) Such other matters as may aid in the prompt disposition of the case.

3. Issuance of a Preliminary Conference Order

After the conduct of the preliminary conference, the Adjudication Officer shall issue a Preliminary Conference Order which is an order directing the parties to submit their respective position papers with supporting affidavits and other documentary evidence not later than fifteen (15) days from the receipt of the said Order. Upon submission of the position papers, or upon the expiration of the period to submit position paper in instances that no position paper has been filed, the case shall be deemed submitted for decision.

4. Issuance of the Decision

Within fifteen (15) days from the time the case is submitted or deemed submitted for decision, the Adjudication Officer shall issue the decision or judgment determining the violation/liability of the respondent as charged based on: (a) the relevant facts of the case; (b) the issue/s involved; (c) applicable law and/or jurisprudence; (d) conclusions and reasons therefor; and (e) the relief/s granted, if any, and the administrative penalty/ies imposed, if any.

5. Filing of a Motion for Reconsideration by the aggrieved party

An aggrieved party may file a Motion for Reconsideration with the Adjudication Officer who rendered the decision, requesting the Adjudication Officer to reconsider the decision raising the points in the decision which are not supported by evidence or are contrary to law. The party is allowed by the rules to file only one (1) Motion for Reconsideration within the appeal period, which is fifteen (15) days from receipt of the decision.

6. Filing of Appeal by the aggrieved party

An appeal may be filed, within fifteen (15) days from receipt of the decision/final judgment or order through the filing of a Memorandum of Appeal with the Office of the Secretary, together with a Notice of Appeal to the Adjudication Officer and copy furnished the adverse party/ies.

7. Execution of Decision

This is a process where after the decision has become final and executory, the Adjudication Officer, upon motion of the interested party or motu proprio, will issue an Order of Execution with the corresponding Writ of Execution, requesting the proper Sheriff’s Office to execute said decision.

Source: Department Administrative Order No. 7 Series of 2006