COMPLAINTS

 

DTI is committed to providing a fair, timely, and professional response to your feedback. Complaints and requests for review of our processes help us continuously improve the quality of our services and communications.

How to File a Complaint

You can send us your concerns on warranties, No Return, No Exchange (NRNE) and other mediatable related concerns through our national or provincial offices and via email. To file a complaint, kindly download and fill out the Complaint Form or prepare a complaint letter with the following details:

  1. Complete name, address, email and contact number of complainant and respondent
  2. Narration of facts
  3. Demand
  4. Scanned and attached proof of transaction and any government-issued ID of the complainant

Where to File a Complaint

Complainants within Metro Manila may submit their duly accomplished Complaint Form or complaint letter through email at consumercare@dti.gov.ph or in person to:

THE DIRECTOR
FAIR TRADE ENFORCEMENT BUREAU
DTI Fair Trade Enforcement Bureau (FTEB)
UPRC Building 315 Sen. Gil J. Puyat Ave.,
1200 Makati City, Philippines

For complainants residing outside Metro Manila, please refer to the directory for the appropriate provincial office.

Concerns on telecommunications, banking and finance, insurance, mutual funds, electricity, fishery products, livestock, agriculture,  coconut- and sugar-based products, forest-based products,  liquefied petroleum gas, and food in restaurants, eateries, or ambulant shops, may be coursed through the following respective agencies listed below.

Matrix of Consumer Agencies and Areas of Concern

Specific ConcernAgency Concerned
Telephone rates, cellphones, TV and radio broadcastNational Telecommunications Commission (NTC)
Adulterated livestock feeds, vaccines, pharmaceuticals and biologicsBureau of Animal Industry (BAI) – Animal Feed Standard Division and Laboratory Services
Pet animalsBureau of Animal Industry (BAI) – Animal Health Division
Fertilizer and pesticideDepartment of Agriculture (DA) – Fertilizer and Pesticide Authority (FPA)
RiceNational Food Authority (NFA)
Processed and unprocessed meat and dressed chickenNational Meat Inspection Service (NMIS)
Fruits and VegetablesBureau of Plant and Industry (BPI)
Banks, non-bank financial institutions, pawnshops, and credit cardsBangko Sentral ng Pilipinas (BSP)
Prices of coconut oil, husked nuts, and fresh young coconuts

 

Quality standards of coconut-based products

Philippine Coconut Authority (PCA)
Sugar quality and priceSugar Regulatory Administration (SRA)
Quality/price of the liquefied petroleum gas (LPG) and liquid fuelsOil Industry Management Bureau (OIMB)
ElectricityEnergy Power Industry Management Bureau (EPIMB)/Department of Energy-Consumer Welfare and Promotion Office (DOE-CWPO)/Energy Regulatory Commission (ERC)
Forest and forest-based productsDepartment of Environment and Natural Resources (DENR)
Ozone-depleting substancesDepartment of Environment and Natural Resources (DENR)
Life and non-life insurance claim, pre-need plans such as educational, pension and memorialInsurance Commission (IC)
Mutual funds (investment); financing/lending; listed companies, registered issuers of securities (time sharing)Securities and Exchange Commission (SEC) – Corporation Finance Department
Claim for insured deposit; follow-up status of claim for insured deposit; queries on deposit insurance coverage, other bank related issues/concerns i.e. unserviced withdrawals, ATM problems, etc.Philippine Deposit Insurance Corp. (PDIC)
Manufactured productsDepartment of Trade and Industry (DTI)
Hospitals and doctor’s services, processed foods, drugs, cosmetics, and medical services or household products with hazardous substancesDepartment of Health (DOH), Center for Health Development Metro Manila, and Food and Drug Administration (FDA)
Fish and fishery productsBureau of Fisheries and Aquatic Resources (BFAR)
Food in restaurants, eateries and sidewalk vendors as well as on regulation  of practice relative to weights and measuresCity Health Office of the concerned Local Government Units (LGUs)