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COMPLAINT HANDLING

In today's complex marketplace, you should expect quality products and services at fair prices. When something goes wrong, however, you need to let the company or storeowner know about your problem. Not only is this the fastest way to get your complaint resolved, but it also gives the company a chance to keep you a satisfied customer and gain new customers by learning from mistakes. Most companies welcome this opportunity.

Handling your own complaint is easy. We recommend the following steps:

  1. Identify the problem and what you believe would be a fair settlement. Do you want your money back (refund)? Would you like the product repaired (repair)? Will exchange do (replace)?
  2. Gather documentation regarding your complaint. Sales receipts, repair orders, warranties, cancelled checks, or contracts will back up complaint and help the company solve your problem.
  3. Go back to where you made the purchase. Contact the person who sold you the item or performed the service. Calmly and accurately explain the problem and what action you would like taken. If that person is not helpful, ask for the supervisor or any person in authority and repeat your complaint. A high percentage of consumer complaints are resolved at this level. Chances are, yours will be resolved too. Moreover, you will be glad to know that for faster action on consumer complaints, Consumer Welfare Desks (CWDs) have been put up not only in the DTI Provincial Office, but also in big business establishments. One of the objectives of the project is to encourage consumers to seek redress for their complaints directly with the concerned establishment. This is in cooperation with the Philippine Retailers Association (PRA), Philippine Association of Supermarkets Inc. (PASI), and Philippine Amalgamated Supermarkets Association (PAGASA).
  4. Write a formal letter of complaint. If you are not satisfied with the response of the company, don't give up. There is still another recourse. Just write a formal letter of complaint to the consumer protection agency concerned. You should provide 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.

You should enclose supporting documents such as official receipts, deed of sale and the likes, and should be prepared to make an appearance when called especially during the mediation conference.

The grounds for consumer complaints and agencies concerned are:

Department of Trade and Industry - Cebu Provincial Office

  • Questionable service practices with regard to repair of cars, appliances, office machines, heavy equipment, excessive repair charges
  • Sale of mislabeled products
  • Fraudulent advertising
  • Sale of "fake" goods
  • Failure to award raffle prizes
  • Violation of the Price Tag Law
  • Complaints regarding real estate transactions
  • Breach of Contract or warranty
  • Violation of sales promotion mechanics
  • Sale of defective or substandard products especially products without Product Standard mark like fire extinguisher, fuse, starter, ballast, circuit breaker, among others.

Department of Health

  • Adulterated/banned/mislabeled food and drugs, hazardous substances, cosmetics

Department of Agriculture

  • Sale of substandard and mislabeled agricultural products

Department of Interior and Local Governments

  • Defective or tampered weighing scales

Bangko Sentral ng Pilipinas

  • Nondisclosure or incomplete disclosure of true cost of credit extended by banks, pawnshops, etc.

Securities and Exchange Commission

  • Nondisclosure or incomplete disclosure of true cost of credit extended to consumers by financing companies, other pre-need plans, etc.

"A well-informed & vigilant consumer is the best protected consumer"


   
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