To provide a more efficient complaint filing and dispute resolution process, the Department of Trade and Industry (DTI) launched the Consumer Complaints Assistance and Resolution System (CARe System) and the Philippine Online Dispute Resolution System (PODRS) on Friday, Oct. 13, at the New World Hotel in Makati City.
The online initiatives were undertaken in partnership with the United States Agency for International Development (USAID) through the University of the Philippines Public Administration Research and Extension Services Foundation Inc. (UPPAF).
Through the CARe System and PODRS, consumers would have a seamless and stress-free experience from the time they file their initial complaint until the final resolution, the agency said.
“The PODRS and CARe Systems are not just tools but symbols of our commitment to justice, fairness, and progress. 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. With such systems, consumers will have a strong ally in their corner to safeguard their interests” DTI secretary Fred Pascual said during the launch.
Pascual said the online systems serve as a prelude to the provision under the proposed Internet Transactions Act (ITA), which directs the DTI to facilitate an alternative mode of dispute resolution for online consumers as well as online businesses.
“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 said.
“The DTI firmly believes that establishing the PODRS and Consumer CARe System will signify a momentous achievement, revolutionizing how consumer complaints are addressed and resolved nationally and internationally,” he added.
Establishing an Online Dispute Resolution (ODR) system is an Asean Commitment as it aims to enhance consumer confidence in the Asean Economic Community (AEC) and cross-border commercial transactions by creating an ODR system in each Asean member-state.
