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Manila Bulletin devider Business devider Trade & Industry devider DTI launches online dispute resolution system

DTI launches online dispute resolution system

Published Oct 13, 2023 10:12 am

The Department of Trade and Industry (DTI) launched on Friday, Oct. 13, the Philippine Online Dispute Resolution System (PODRS) and the DTI Consumer Complaints Assistance and Resolution System (CARe System) in the Philippines to improve the complaint filing process and foster a more inclusive society.

DTI said that the systems are part of the Association of Southeast Asian Nations (ASEAN) Strategic Action Plan on Consumer Protection (ASAPCP) 2016-2025, which aims to enhance consumer confidence in the ASEAN Economic Community and cross-border commercial transactions.

The PODRS and the CARe System aim to streamline the dispute resolution and consumer complaint handling process, making it easier for individuals and businesses to seek redress and find solutions to their issues. These systems are also designed to ensure consumers' data privacy and maintain the system's integrity.

“The PODRS and CARe Systems are not just tools but symbols of our commitment to justice, fairness, and progress,” DTI Secretary Alfredo Pascual said during their launch at the New World Hotel Manila.

“They signify our government's dedication to fostering a more inclusive and equitable society where access to justice and consumer protection is within everyone's reach,” he added, emphasizing that consumers could have a strong ally to safeguard their interests.

The PODRS will enable consumers to conveniently file complaints and seek resolution for products or services purchased online or offline from Philippine businesses, ensuring their data privacy.

The PODRS is a three-stage process involving: the development of consumer complaints filing, tracking, reports generation, and updating status; the development of a virtual mediation conference and possible online resolution of complaints; and linking with the ASEAN Online Dispute Resolution system for effective resolution of cross-border consumer complaints.

Meanwhile, the DTI Consumer CARe System is a user-friendly interface with robust security features, allowing consumers to file complaints and find resolutions easily.

The system addresses complaints within the Department's jurisdiction and directs concerns to the appropriate government office or local government unit.

To register to the CARe System, individuals must provide personal information, consent, and a valid government ID.

Pascual further highlighted that the system is a prelude to the proposed Internet Transactions Act, which aims to promote the digitalization of government services and facilitate dispute resolution for online consumers and businesses.

As Consumer Welfare Month approaches, it is essential to protect consumers from scams, illegal activities, identity theft, and deceptive practices, according to the DTI Chief.

“By embracing technology while simultaneously implementing safeguards and raising awareness, we can create an environment where consumers can confidently engage in commerce and other activities online, knowing that their interests and security are protected,” Pascual added.

The two systems were launched by the DTI together with the United States Agency for International Development (USAID) through the University of the Philippines Public Administration Research and Extension Services Foundation Inc. (UPPAF).
 

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