Online Consumer Complaints Resolution System- LKI 2020-064

202P.O. Box 1161, QCCPO, NCR, Philippines 1100
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Facebook: Laban Konsyumer Inc.
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September 19, 2020


Consumer Group Laban Konsyumer Inc. (LKI), welcomes “the DTI order setting up the general guidelines, but the infrastructure and hardware are yet to be installed. It is good to be in sync with our ASEAN neighbors. We think that Singapore and Malaysia would have one on board. India is another example. Therefore we congratulate DTI for setting the motion, but the time frame is not prescribed. This is well-meaning, and the seed has been planted but yet to bear good fruit. It is good that there is a development of a Philippine Online Dispute Resolution System, whereas the Philippine Constitution provides for the protection of consumers from trade malpractics and from substandard or hazardous products.”

LKI President Atty. Vic Dimagiba said “more and more consumers are becoming more aware of their rights by which to address their grievances has resulted in the considerable increase in the number of consumer complaints, thus, there is a need to provide a redress mechanism that should be readily available to the consumers at any time and any place. Again, I would like to reiterate that the intention is good, but the execution and implementation may be behind and lacking. The key words here are readily available, and the redress mechanism must be accessible, easy-to-use and real-time.”

LKI said there is urgent need to fast-track the development and improvement of the “DTI program, tasked to institutionalize the establishment of the PODRS, which shall serve as the web-based consumer complaint portal of the country where consumers can file complaints and seek redress in relation to product purchased or service availed either online or offline from a business establishment or platform located in the Philippines. It is important that we give our consumers here in the Philippines a voice and a way of communicating their grievances regarding the violations or possible dangers to their welfare, and this can be brought straight to DTi and the government so that those in the higher ranks can immeditaly see the issues and conflicts that need to be urgently resolved on the consumer welfare side. There must be a strict timeframe for this project , because it cannot be left as simply or merely a concept, because consumers need this kind of protection especially during these trying and challenging times of pandemic, lockdown and extended periods of quarantine.”

The group said “This Philippine Online Dispute Resolution System should be adopted for the purpose of developing and establishing an integrated national online system by which all consumer complaints are received, docketed, transmitted, and resolved providing a network facility for the tracking, ageing, and status updating of cases and prescribing standards and limits of disclosure of data to maintain integrity and credibility of the system. There must be checks and balances when executing and implementing such a system so we as consumers and consumer groups can act as watchdogs as this is being rolled out, to ensure that the process is achieved effectively, efficiently, successfully and on time, as soon as possible.”

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