Title slide of the presentation "DTI-FETB achieves 100% of its target"

The Department of Trade and Industry – Fair Trade Enforcement Bureau (DTI-FTEB) achieved 100% of its target and gets a 95.86% client satisfactory rate as of February 2021.

The Bureau’s resolution rate is in accordance with the Department Administrative Order (DAO) No. 20-02, Series of 2020, otherwise known as the Revised Rules of Mediation and Adjudication of the Department of Trade and Industry, which provides that resolution of complaints under the DTI’s jurisdiction shall be resolved within ten (10) working days by Mediation and fifteen (15) working days by Adjudication.

DTI-FTEB received a total of 6,135 consumer complaints, 3,755 of which were endorsed to other government agencies and DTI offices, while the remaining 2,380 were processed through Mediation and Adjudication by FTEB.

Ms. Pamela Joaquin, one of FTEB’s clients, communicated through email to extend her gratitude and appreciation to DTI-FTEB staff who were very accommodating and responsive to her complaint since day one.

The consumer complaints received and processed by DTI-FTEB range from deceptive sales acts and practices, substandard products, shoddy goods, and service imperfections among others.

“We encourage the public to exercise their right to redress—it is best to communicate with us their complaints so we can assist them accordingly,” Consumer Protection Group (CPG) Undersecretary Ruth B. Castelo emphasized.

“Our lines are open to assist our clients and consumers, after all, we are just one email or a call away in helping our stakeholders concern,” said DTI-FTEB Director Ronnel O. Abrenica.

Further, DTI-FTEB extends appropriate assistance to consumers through its No Wrong Door Policy. This means that the Bureau accepts all kinds of consumer inquiries, reports, and complaints and facilitates them for response of the concerning government office.

To report and/or file consumer complaints, you may visit the DTI website at www.dti.gov.ph or may call Consumer Care Hotline at DTI (1-384) or email at consumercare@dti.gov.ph. ♦

Date of Release: 25 March 2021