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COMPLAINT
HANDLING
In
today's complex marketplace, you should expect quality products
and services at fair prices. When something goes wrong, however,
you need to let the company or storeowner know about your problem.
Not only is this the fastest way to get your complaint resolved,
but it also gives the company a chance to keep you a satisfied customer
and gain new customers by learning from mistakes. Most companies
welcome this opportunity.
Handling your
own complaint is easy. We recommend the following steps:
- Identify
the problem and what you believe would be a fair settlement.
Do you want your money back (refund)? Would you like the product
repaired (repair)? Will exchange do (replace)?
- Gather
documentation regarding your complaint. Sales receipts, repair
orders, warranties, cancelled checks, or contracts will back
up complaint and help the company solve your problem.
- Go back
to where you made the purchase. Contact the person who sold
you the item or performed the service. Calmly and accurately
explain the problem and what action you would like taken. If
that person is not helpful, ask for the supervisor or any person
in authority and repeat your complaint. A high percentage of
consumer complaints are resolved at this level. Chances are,
yours will be resolved too. Moreover, you will be glad to know
that for faster action on consumer complaints, Consumer Welfare
Desks (CWDs) have been put up not only in the DTI Provincial
Office, but also in big business establishments. One of the
objectives of the project is to encourage consumers to seek
redress for their complaints directly with the concerned establishment.
This is in cooperation with the Philippine Retailers Association
(PRA), Philippine Association of Supermarkets Inc. (PASI), and
Philippine Amalgamated Supermarkets Association (PAGASA).
- Write a
formal letter of complaint. If you are not satisfied with the
response of the company, don't give up. There is still another
recourse. Just write a formal letter of complaint to the consumer
protection agency concerned. You should provide your name and
address; the name and address of the establishment against whom
you are complaining; the circumstances regarding the complaint
including names, dates, places, etc.
You
should enclose supporting documents such as official receipts,
deed of sale and the likes, and should be prepared to make an
appearance when called especially during the mediation conference.
The grounds
for consumer complaints and agencies concerned are:
Department
of Trade and Industry - Cebu Provincial Office
- Questionable
service practices with regard to repair of cars, appliances,
office machines, heavy equipment, excessive repair charges
- Sale of
mislabeled products
- Fraudulent
advertising
- Sale of
"fake" goods
- Failure
to award raffle prizes
- Violation
of the Price Tag Law
- Complaints
regarding real estate transactions
- Breach
of Contract or warranty
- Violation
of sales promotion mechanics
- Sale of
defective or substandard products especially products without
Product Standard mark like fire extinguisher, fuse, starter,
ballast, circuit breaker, among others.
Department
of Health
- Adulterated/banned/mislabeled
food and drugs, hazardous substances, cosmetics
Department
of Agriculture
- Sale
of substandard and mislabeled agricultural products
Department
of Interior and Local Governments
- Defective
or tampered weighing scales
Bangko
Sentral ng Pilipinas
- Nondisclosure
or incomplete disclosure of true cost of credit extended
by banks, pawnshops, etc.
Securities
and Exchange Commission
- Nondisclosure
or incomplete disclosure of true cost of credit extended
to consumers by financing companies, other pre-need
plans, etc.
"A
well-informed & vigilant consumer is the best protected
consumer"
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