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Manila Bulletin devider Philippines devider National devider DTI gets 14, 869 consumer complaints vs. online selling platforms

DTI gets 14, 869 consumer complaints vs. online selling platforms

Published Nov 9, 2020 02:14 pm

The Department of Trade and Industry (DTI) has reported to the House Committee on Trade and Industry that it has received almost 15,000 complaints against online selling platforms. 

(AFP / FILE PHOTO / MANILA BULLETIN)

DTI Undersecretary Ruth Castelo said from January to October 31, 2020, the number of consumer complaints against online sellers increased to 14, 869.

“A total of 14, 869, as of October 31, received by the Department involving online transactions as compared to 2019 where we received only 2, 457 complaints,” she told the panel, chaired by  Valenzuela 1st District Rep. Weslie Gatchalian during its probe on the reported increasing cases of online fraud and recent spate of internet scams and fake online bookings, including the  online sale or distribution of illegal drugs.

She noted that for being the “biggest” and "active” online platforms, Shopee and Lazada have been recorded as having the most number of consumer complaints.

"For 2020: against Shopee, 3,432; against Lazada, 3, 475. I understand Mr. Chair, this also will not include the number of complaints we received personally or when Secretary (Ramon) Lopez receives personally, we endorse them directly to the officers of Shopee, so hind na po sya nasasama dun sa number ng Fair Trade Enforcement Bureau (so they are not included in the number of the Fair Trade Enforcement Bureau),” Castelo said. 

Based on the report presented by Castelo to the Gatchalian panel, 90.13 percent of the total online complaints are against Shopee and Lazada, while 9.87 percent are the complaints involving transactions with Facebook and other online platforms. 

Castelo said the agency’s recorded online complaints were mostly violations of Price Act with 7, 539 cases; and were related to liability for product and service imperfection (defective) with 3, 157 cases; and deceptive, unfair or unconscionable sales acts or practices with 2, 641 cases.

She noted that of 14,869 online complaints, they have resolved a total of 1, 543 cases, and “endorsed" 8, 032 cases to the Office of the Secretary for proper action of concerned government agencies.

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