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DTI
Direct serves a mechanism for adopting a “no-wrong-door
policy” in order to provide fast, reliable and uniform
customer support with just one number to call: 751-3330.
This system was devised to save clients the time and
frustration of being given the runaround by providing
their needed information or assistance at the soonest
time possible.
The
Department of Trade and Industry’s (DTI) “no-wrong-door
policy” means that even inquiries and complaints that
are not within the department’s jurisdiction are
entertained.
After
getting the facts surrounding the complaint, the
call-center agent will make a report and endorse it to
the agency concerned. At the same time, the caller will
also be referred to the appropriate agency that will
directly deal with the problem.
As an
example, one caller of DTI Direct has a complaint
against a restaurant that allegedly served spoiled food.
After hearing the details of the incident, the
call-center agent informed the caller that a report will
be made and it will be endorsed to the local government
unit (LGU) where the incident took place.
Furthermore, the agent also gave the caller the contact
number and person that he can call to follow up on the
status of the said complaint.
The
government’s top priority is to always protect the
welfare of the public. Endorsing complaints to the
agency that has jurisdiction over it does not mean
passing you around. On the contrary, it means the
government cares enough to lead you to the proper
authority for the speedy resolution of the complaint.
In this
case, since LGUs are the ones that have the authority to
suspend the license of establishments that violate the
law, then they are the ones that can act efficiently
toward the resolution of the said complaint.
It is
also important to keep in mind that the DTI is not the
only implementing agency of Republic Act 7394, otherwise
known as the Consumer Act of the Philippines.
The
Consumer Act assigns jurisdiction with respect to the
products involved to different concerned agencies. A
network of government agencies known as ConsumerNet was
set up to safeguard the interest of consumers, readily
accept complaints arising from violations on consumer
rights, and provide complete and correct information to
the public.
Manufactured products, electrical gadgets and canned
goods are under the jurisdiction of the DTI. Complaints
regarding products such as these will be acted upon by
the DTI-NCR and various DTI field offices for the
provinces and regions.
Other
concerns of the DTI are product quality and safety;
deceptive, unfair and unconscionable sales acts and
practices; metrication of weights and measures; product
and service warranties; price tag; accreditation of
service and repair shops, and advertising and sales
promotion, among others.
With
respect to cosmetics, drugs and dangerous substances,
the Consumer Act specifically states that the Department
of Health (DOH) is responsible. This is why when the DTI
receives complaints related to these items, they are
immediately endorsed to the DOH.
The same
goes for products concerning the Department of
Agriculture, which monitors the supply and prices of
rice, corn, cooking oil, marine products, pork, beef and
poultry meat, fresh vegetables and fruits, root crops,
sugar, fertilizer (chemical and organic), pesticides,
herbicides, etc.
Other
member-agencies of the ConsumerNet include the Bangko
Sentral ng Pilipinas, Department of Energy, Department
of Environment and Natural Resources, Department of the
Interior and Local Government, Department of
Transportation and Communications, Department of Science
and Technology, Department of Finance, Insurance
Commission, Housing and Land Use Regulatory Board,
Bureau of Internal Revenue, Metropolitan Manila
Development Authority, Energy Regulatory Commission,
Securities and Exchange Commission, Metropolitan
Waterworks and Sewerage System, and the Local Water
Utilities Administration.
Nevertheless, here are some pointers that consumers may
find useful when seeking a solution to a complaint:
1)
Identify
the problem and what you believe would be a fair
settlement. Do you want your money back (refund), or
would you like it fixed (repair), or will exchange do
(replace)?
2)
Gather
documentation (e.g. sales receipts, repair orders,
warranties, cancelled checks, or contracts) which will
support the complaint and help the company solve your
problem.
3)
Go back
to where you made the purchase. Calmly and accurately
explain the problem and the action you would like to be
taken. A large percentage of consumer problems are
resolved at this level.
4)
If you
are not satisfied with the response, write a formal
letter of complaint to the consumer-protection agency
concerned. State your name and address; the name and
address of the establishment against whom you are
complaining; the circumstances regarding the complaint,
including names, dates, places, etc. Enclose supporting
documents such as official receipts, deed of sale and
the like, and you should be prepared to make an
appearance when called, especially during the mediation
conference.
There is
a specific agency for a specific complaint. Going to the
right agency speeds up the process and helps resolve
issues effectively. The proper agency will have the
authority and can immediately act on complaints.
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