COMPLAINTS

DTI is committed to providing a fair, timely, and professional response to your feedback.
Complaints and requests for review of our processes help us continuously improve the quality of
our services and communications.

How to File a Complaint

You can send us your concerns on warranties, No Return, No Exchange (NRNE) and other
mediatable related concerns through our national or provincial offices and via email. To file a
complaint, kindly download and fill out the Complaint Form or prepare a complaint letter with the
following details:

Complete name, address, email and contact number of complainant and respondent
Narration of facts
Demand
Scanned and attached proof of transaction and any government-issued ID of the complainant
Where to File a Complaint

Complainants within Metro Manila may submit their duly accomplished Complaint Form or
complaint letter through email at consumercare@dti.gov.ph or in person to:

THE DIRECTOR
FAIR TRADE ENFORCEMENT BUREAU
DTI Fair Trade Enforcement Bureau (FTEB)
UPRC Building 315 Sen. Gil J. Puyat Ave.,
1200 Makati City, Philippines

For complainants residing outside Metro Manila, please refer to the directory for the appropriate
provincial office.

Concerns on telecommunications, banking and finance, insurance, mutual funds, electricity, fishery
products, livestock, agriculture, coconut- and sugar-based products, forest-based products,
liquefied petroleum gas, and food in restaurants, eateries, or ambulant shops, may be coursed
through the following respective agencies listed below.

Matrix of Consumer Agencies and Areas of Concern

Specific Concern Agency Concerned

Telephone rates, cellphones, TV and radio broadcast National Telecommunications Commission (NTC)
Bureau of Animal Industry (BAI) – Animal Feed Standard Division
Adulterated livestock feeds, vaccines, pharmaceuticals and biologics
and Laboratory Services
Pet animals Bureau of Animal Industry (BAI) – Animal Health Division
Department of Agriculture (DA) – Fertilizer and Pesticide Authority
Fertilizer and pesticide
(FPA)
Rice National Food Authority (NFA)
Processed and unprocessed meat and dressed chicken National Meat Inspection Service (NMIS)
Fruits and Vegetables Bureau of Plant and Industry (BPI)
Banks, non-bank financial institutions, pawnshops, and credit cards Bangko Sentral ng Pilipinas (BSP)
Prices of coconut oil, husked nuts, and fresh young coconuts

  Philippine Coconut Authority (PCA)

Quality standards of coconut-based products

Sugar quality and price
Quality/price of the liquefied petroleum gas (LPG) and liquid fuels
Electricity
Forest and forest-based products
Ozone-depleting substances
Life and non-life insurance claim, pre-need plans such as educational,
pension and memorial
Mutual funds (investment); financing/lending; listed companies,
registered issuers of securities (time sharing)
Claim for insured deposit; follow-up status of claim for insured
deposit; queries on deposit insurance coverage, other bank related
issues/concerns i.e. unserviced withdrawals, ATM problems, etc.
Manufactured products
Hospitals and doctor’s services, processed foods, drugs, cosmetics,
and medical services or household products with hazardous
substances
Fish and fishery products
Food in restaurants, eateries and sidewalk vendors as well as on
regulation  of practice relative to weights and measures
Sugar Regulatory Administration (SRA)
Oil Industry Management Bureau (OIMB)
Energy Power Industry Management Bureau
(EPIMB)/Department of Energy-Consumer Welfare and
Promotion Office (DOE-CWPO)/Energy Regulatory Commission
(ERC)
Department of Environment and Natural Resources (DENR)
Department of Environment and Natural Resources (DENR)
Insurance Commission (IC)
Securities and Exchange Commission (SEC) – Corporation
Finance Department
Philippine Deposit Insurance Corp. (PDIC)
Department of Trade and Industry (DTI)
Department of Health (DOH), Center for Health Development
Metro Manila, and Food and Drug Administration (FDA)
Bureau of Fisheries and Aquatic Resources (BFAR)
City Health Office of the concerned Local Government Units
(LGUs)

Q: What is the legal basis of the prohibition on the “No Return, No Exchange”  policy of
business establishments?

A: Pursuant to the Implementing Rules and Regulations of R.A. 7394, or the

Consumer Act of the Philippines, specifically Title III, Chapter 1, Rule 2, Section 7 of
Department Administrative Order (DAO) No. 2, Series of 1993, the words “No Return,
No Exchange”, or words to such effect shall not be written into the contract of
sale, receipt of sales transaction, in any documents as evidence of sale, or anywhere in
the store or business establishment.

Q: What is the rationale for this provision?

A: The prohibition is aimed to correct the misconception of a lot of consumers today that

they do not have the right to return shoddy or defective goods or de mand for  remedies,
in case of defective or imperfect service because of the “No Return, No Exchange”
notice in the receipts or anywhere in the business establishments.

Q: Why is the presence of a “No Return, No Exchange” notice considered deceptive?

A: Such statement is considered deceptive because consumers may return or exchange

the goods or avail of other remedies, in case of hidden faults or defects, or  any charge
the buyer was not aware of the time of purchase. By provision of law, sellers are
obligated to honor their implied warranties and grant corresponding remedies to
consumers.

Q: If the defect is due to mishandling on the part of the buyer, can he/she still  return the
item and demand and exchange or refund?

A: No. The prohibition covers only hidden defects, shoddy goods or imperfect service.

Q: If after buying a certain item, a customer changes his/her mind and wants to return
said item. Can he/she invoke the prohibition on “No Return, No Exchange”?

A: No, the prohibition is not an excuse for the consumer to return the goods because of
a change of mind.

Q: Is there a time limit within which a buyer may return defective products?

A: There is no hard-and-fast rule on the period within which a customer may return
the products he purchased. A rule of reason should, however, be observed, taking
into consideration the nature of the item purchased and the express / implied
warranties mandated by law, i.e. Consumer Act and the New Civil Code of the
Philippines.

Q: Can a buyer return defective goods without the official receipt?

A: The Official Receipt is the best proof of purchase. However, he/she may still  demand
replacement or refund if he/she can prove that a defective item was bought  from a
certain store.

Q: Can a store print in their invoices the statement “Exchange of Merchandise will not
be accepted without a valid receipt or other evidence of purchase”?

A: No, because there may be goods exclusively manufactured or sold by a

company and there is no need to prove purchase of the item.

Q: Can a store impose the condition that merchandise can only be exchanged once?

A: No, because merchandise can be exchanged as many times, as long as

the consumer chooses the option of replacement.