DTI warns delivery firm; assures action on consumer complaints

Published July 2, 2020, 2:15 PM

by Genalyn Kabiling

The Department of Trade and Industry (DTI) has issued a warning against J&T Express in the wake of consumer complaints about alleged mishandling of parcels.

According to Trade Secretary Ramon Lopez, DTI will make sure the logistics firm will address the consumer concerns including any request for replacement or refund for products damaged during the shipment.

Trade and Industry Secretary Ramon Lopez

“Inisuyhan namin sila ng warning. Actually ang mangyayari dito kasi ‘yung mga ginagwa nilang yun, ang epekto nito ay yung doon sa customer nila. So yung consumer complaints na dumating sa DTI, yun ang inaksyunan ng DTI (We have issued a warning against them. What will likely happen is (that) the action(s) of the firm’s (employees) will have an effect on their customers. The DTI is taking action on consumer complaints sent to the office),” Lopez said during a Laging Handa public briefing Thursday.

“Obviously, ang mananagot niyan talaga yung logistics company na ‘yun na naging cause ng product defects once dumating sa consumer (Obviously the logistics company will be held accountable for being the cause of the product defects upon they reached the consumers),” he added.

Lopez noted that consumers may request for replacement or refund for defective or damaged products caused by the delivery firm.  “‘Yan ang sisiguraduhin ng DTIi na ‘yung nakatanggap na consumer, will be, ‘yung concern nila will be addressed (The DTI will make sure that the concerns of the consumer will be addressed),” he said.

President Duterte recently threatened to close down J&T Express and file the appropriate charges if the allegations of careless handling of packages are proven in the investigation.

Duterte has directed the Criminal Investigation and Detection Group-Philippine National Police (CIDG-PNP) and the National Bureau of Investigation to probe these allegations against the logistics firm. The Bureau of Internal Revenue has also been mobilized by the President to look into the finances of the company.

A video showing some couriers recklessly throwing packages into their truck recently went viral on social media, triggering anger from some netizens.

The company has promised to cooperate with the government in the planned investigation. It earlier assured the public that those involved in mishandling of the parcels would be sanctioned.