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Manila Bulletin devider Business devider Trade & Industry devider DTI halves consumer complaints, boosts e-commerce oversight

DTI halves consumer complaints, boosts e-commerce oversight

Published Mar 5, 2026 05:10 pm

The Department of Trade and Industry (DTI) said it has successfully cut its backlog of consumer complaints by more than 50 percent through a nationwide mediation marathon, signaling stronger protection for Filipino consumers and faster resolution of disputes.

The five-day initiative, held from Feb. 23 to 27, mobilized 30 mediation officers from the DTI’s regional offices, with support from The Conflict Resolution Group Foundation Inc. (The CoRe Group), the agency said in a statement on Thursday, March 5. The DTI said this focused effort enabled quicker settlements of long-standing cases and faster action on consumer claims.

As a result, pending complaints dropped from 1,236 cases as of Dec. 31, 2025, to 573 cases as of Feb. 27, 2026. All remaining cases are under ongoing mediation, the DTI said.

Most resolved complaints involved product services and warranties, product quality and safety, and sales promotions—issues that directly affect consumers’ ability to secure refunds, address product defects, or claim warranties and replacements, the agency added.

Building on this momentum, the DTI said its Fair Trade Group (FTG) also met with leading e-marketplaces Shopee, Lazada, and Foodpanda to improve coordination in handling digital consumer cases. Recognizing that many complaints arise from online transactions, the platforms committed to strengthening internal teams, expanding capacity, and expediting the resolution of pending claims, the agency said.

“The mediation marathon demonstrates our commitment to upholding consumer rights and ensuring that disputes are resolved fairly and efficiently,” the DTI said.

According to the DTI, the overall reduction in pending complaints translates to faster refunds, quicker product replacements, and shorter waiting times for consumers, while providing a clear framework for compliant businesses to address disputes.

These initiatives underscore the DTI’s dedication to advancing consumer welfare programs and maintaining public trust through timely and efficient resolution of concerns, according to the agency.

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