Makati City, Philippines — On November 05, the Department of Trade and Industry (DTI) and the Department of Information and Communications Technology (DICT) unveiled the eReport System for Online Consumer Complaints within the eGovPH App.

This new feature offers a dedicated channel for online transaction complaints, streamlining the process and creating a safer online experience for Filipino consumers.

In photo: DTI Secretary Cristina A. Roque during her words of welcome at the Ceremonial Launching of the eReport System under the eGovPH App for Online Consumer Complaints (eCommerce)

“Today marks a momentous occasion as we gather to launch the eReport System for Online Consumer Complaints, a pioneering initiative that strengthens the DTI’s commitment to safeguarding consumer rights in the digital age,” said DTI Secretary Cristina A. Roque.

“This system, seamlessly integrated into the DICT’s eGovPH App, is a testament to our collective pursuit of a trustworthy and inclusive online marketplace,” she added.

The e-Report System strengthens merchant accountability through advanced tracking capabilities. It also gathers essential data on consumer concerns, which supports policy development and initiatives aimed at driving growth in the Philippines’ e-commerce ecosystem.

During a demonstration, DICT eGovernment Undersecretary David Almirol, Jr. highlighted that this newly added module will further strengthen the app’s ability to connect the users with essential government services.

“The eGovPH App enhances transparency, accessibility, and efficiency, bringing government services closer to the Filipino people,” Undersecretary Almirol, Jr. stated.

Undersecretary Almirol also explained that the public can use the eReport feature to report various issues such as scams, crimes, women and child abuse, red tape, fire, and accidents.

From L-R: DTI E-Commerce Group Undersecretary Mary Jean Pacheco, DTI Secretary Cristina A. Roque, DICT Secretary Ivan John Uy, and DICT eGovernment Undersecretary David Almirol, Jr.

With this joint feat, Secretary Ivan John Uy reaffirmed the DICT’s commitment to collaborating with DTI in implementing the Republic Act (RA) 11967, or the Internet Transactions Act (ITA). 

“Under RA 11967, the DTI and the DICT are expected to work together in synergy cognizant of the various tools defined under the act, such as the Online Business Database, Online Dispute Resolution System, Trustmark, and Consumer Complaints Tracking system.”

“The DICT, in collaboration with fellow government agencies, remains committed to harnessing cutting-edge technologies to deliver secure, effective, and accessible services to all Filipinos. This dedication to interagency partnerships underscores our pledge to redefine public service excellence across the archipelago. Makabago, makatao, at makabayang serbisyo para sa lahat,” he added.

Signed in December 2023, the ITA includes an important provision in Section 9, “Referral and Tracking of Complaints.” This section outlines the vital role of the E-Commerce Bureau (EB) in protecting online consumers’ rights by ensuring immediate referral and resolution of complaints.

The ITA’s focus on consumer protection aligns with President Ferdinand R. Marcos, Jr.’s directive to establish effective regulation of internet commercial activities to: (1) ensure that consumer rights and data privacy are protected, (2) encourage innovation, (3) promote fair advertising practices and competition, (4) secure online transactions, (5) protect intellectual property rights, and (6) observe product standards and safety.

Underscoring the importance of collaboration in achieving these goals, the ceremonial launch gathered representatives from key government agencies, including the Bangko Sentral ng Pilipinas, the National Privacy Commission, the Bureau of Internal Revenue, and the Intellectual Property Office of the Philippines, among others. The event was also attended by e-commerce stakeholders such as Lazada, Shopee, Tiktok, Zalora, Union Bank, Xendit, RCBC, Dito, Lalamove, QuadX, FlashExpress, and Meta. Officials from Arise Plus Philippines, Alliance of Tech Innovators for the Nation, Philippine Retailers Association, World Bank, Research, Education, and Institutional Development Foundation, Inc., USAID Philippines Strengthening Private Enterprise for the Digital Economy, and Proto Global Ltd. ♦

Date of release: 28 November 2024

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