FTEB Leads in Addressing Consumer Complaints

The Fair-Trade Enforcement Bureau (FTEB), an essential arm of the Philippines’ Department of Trade and Industry (DTI), has been at the forefront of safeguarding consumer rights through effective complaint resolution.

With an evolving market increasingly characterized by digital transactions, the FTEB’s role has become more crucial than ever.

In 2023, the FTEB registered an impressive 28,824 complaints.

Notably, 31% of these complaints underwent mediation and adjudication directly by the FTEB, while the remaining 69% were channeled to other relevant government agencies, showcasing the effectiveness of the “No Wrong Door” policy. This approach ensures that every complaint is addressed by the most appropriate agency, thereby streamlining the process and avoiding bureaucratic red tape.

A significant portion, 42%, of the grievances were associated with online transactions, underscoring the shifting landscape of consumer-business interactions. The most common issues reported were deceptive and unfair sales practices, which included misleading advertisements and fraudulent promotions.

The challenges posed by the digital age have been met with a rigorous commitment to justice and transparency, according to DTI Secretary Fred Pascual.

“In an era where digital transformation reshapes industries, the DTI continues to ensure fair and impartial adjudication, upholding the principles of due process and procedural fairness,” Pascual said.

The DTI urges the public to remain vigilant and reach out to concerned government agencies to redress their complaints. Free of charge, consumers can submit complaints online through https://podrs.dti.gov.ph. They can also visit the DTI-FTEB office, or any respective regional or provincial offices.

For consumer-related concerns and queries, email ConsumerCare@dti.gov.ph or call the One-DTI (1-384) Hotline.