Complaining About a Product or Seller

Your Rights as a Buyer

If something you bought is broken or not as promised, the law is on your side. The Consumer Act of the Philippines (Republic Act No. 7394, or RA 7394) and the DTI's rules give you these rights:

• A product with a hidden defect (a fault you could not see when you bought it), or with charges you were not told about, can be returned for repair, replacement or refund.
• Sellers must honor their warranties.
• A "No return, no exchange" policy is not allowed and is treated as a deceptive (misleading) sales act. It must not appear on receipts, contracts or store signs.
• Misleading ads, false sales promotions and unfair selling are not allowed.

The DTI says the seller does not have to replace or refund when the item has no defect, when you damaged it through misuse, when it was sold "as is, where is" (sold in its current condition, with no promises), when it is second-hand, or when you simply changed your mind.

Step 1: Go Back to the Seller First

Bring the item, the receipt (or other proof of purchase), and the warranty card, and explain the problem. Ask for repair, replacement or refund. If they refuse, put your complaint in writing, keep a copy, and give them a few days to answer. A short Demand Letter often settles it. See Demand Letters.

For online purchases, use the platform's dispute or return process too, and keep screenshots of the listing, chat and order.

Step 2: File With the DTI

The DTI's Fair Trade Enforcement Bureau (FTEB) and its regional and provincial offices accept complaints. Prepare a complaint form (downloadable from the DTI) or a letter with:

• your full name, address, email and phone number;
• the seller's full name or business name and address;
• what happened, in order, with dates;
• what you want (repair, replacement, refund or other); and
• scanned proof of purchase and a government-issued ID.

Send it to consumercare@dti.gov.ph, through the DTI's online consumer care portal, or to the DTI office in your province or region. Within Metro Manila, the FTEB is at the Trade and Industry Building, 361 Sen. Gil J. Puyat Avenue, Makati City.

Step 3: Settlement Talks, Then a Decision

1. Mediation. The DTI calls both sides to a meeting where a DTI mediator helps you agree (a mediation conference). The DTI says mediation must come before a formal complaint. Most cases end here with an agreement.
2. Adjudication (a decision by the DTI). If mediation fails, the mediator issues a Certificate to File Action, and you can file a formal consumer complaint with the DTI's Adjudication Division. It hears both sides and decides the case. It can order the seller to fix the problem for you and can impose administrative penalties (fines and other penalties from the DTI).

For larger money claims, small claims court is another route that needs no lawyer.

Other Offices for Other Kinds of Business

The DTI handles manufactured products and general trade. The DTI's own list sends other complaints to:

For buses, jeepneys, taxis and ride-hailing, go to the Land Transportation Franchising and Regulatory Board (LTFRB). For airline passenger concerns, the Civil Aeronautics Board (CAB). For scams and fraud online, see online scams.