DTI unveils easier complaint filing system

The Department of Trade and Industry has made filing complaints versus erring traders easier following the unveiling of the DTI Consumer Complaints Assistance and Resolution System or the CARe System, providing a more efficient and seamless complaint filing process.

On Friday, Trade Secretary Alfredo Pascual announced its collaboration with the United States Agency for International Development, or USAID, through the University of the Philippines Public Administration Research and Extension Services Foundation Inc. to launch the CARe System to the public.

"The PODRS (Philippine Online Dispute Resolution System) and CARe Systems are not just tools but symbols of our commitment to justice, fairness, and progress. They signify our government's dedication to fostering a more inclusive and equitable society where access to justice and consumer protection is within everyone's reach. With such systems, consumers will have a strong ally in their corner to safeguard their interests," Secretary Pascual said during the launch of CARe System on Friday at the New World Hotel, Makati City.

He said the establishment of an Online Dispute Resolution system is an ASEAN Commitment, as stated in Strategic Goal 3 of the ASEAN Strategic Action Plan on Consumer Protection 2016-2025.

The commitment aims to enhance consumer confidence in the ASEAN Economic Community and cross-border commercial transactions by creating an ODR System in each ASEAN Member State.

The DTI CARe System offers a user-friendly interface and robust security features, enabling consumers to file complaints and find resolutions easily.

The system will address complaints that fall within the jurisdiction of the DTI, while any other concerns will be directed to the appropriate government office or local government unit for further action.

In registering to the DTI Consumer CARe System, individuals must provide their name, complete postal address, age, and social classification, if applicable (senior citizen, person with disability, indigenous people and solo parent), Email Address, DTI Consumer CARe System account password, telephone or mobile phone number; and a copy of one valid government ID [Students may use their valid School ID].

Upon registration, individuals are required to provide their consent to the DTI Consumer CARe System and Privacy Statement. The system will send an email containing the registration information and verification link to the email address provided. Registrants who successfully complete the DTI Consumer CARe System will receive a copy of their information and a verification link sent to the email address they provided.

Further, Pascual said the DTI Consumer CARe System was timely serving as a prelude to the provision under the proposed Internet Transactions Act, recently approved by Congress on the third reading for signature into law by the President.

He reiterated that this is part of the DTI's vision to promote the digitalization of government services.

Under the proposed Internet Transactions Act, the DTI is directed to facilitate an alternative mode of dispute resolution for online consumers as well as online businesses.

Through the Consumer CARe System, consumers would have a seamless and stress-free experience, from the time they file their initial complaint until the final resolution.

"By embracing technology while simultaneously implementing safeguards and raising awareness, we can create an environment where consumers can confidently engage in commerce and other activities online, knowing that their interests and security are protected. The DTI firmly believes that establishing the PODRS and Consumer CARe System will signify a momentous achievement, revolutionizing how consumer complaints are addressed and resolved nationally and internationally," Pascual said.

In a press conference last week, Fillip Sawali, director of the DTI's Fair Trade and Enforcement Bureau, said consumer complaints as of August 2023 reached 21,023, a four percent rise compared to the complaints received last year.