Under Republic Act No. 7394 otherwise known as the Consumer Act of the Philippines, it is the policy of the State to protect the interests of the consumer, promote his general welfare and to establish standards of conduct for business and industry. Accordingly, Article 159 of the Consumer Act and Sections 2 and 18 of Executive Order No. 913, mandates DTI to protect the rights of consumers by providing a fair, timely, and professional response to complaints for violations of R.A. 7394 and other Trade and Industry/Fair Trade Laws. 

Consumer complaints filed with DTI may cover any, but not limited to the following:

File a Consumer Complaint

• Liability for Product and Services (i.e. Defective or Imperfect Products/Services)

• Deceptive Sales Acts/Practices

• Consumer Product Quality and Safety

• Violation for printing “No Return. No Exchange” in the receipts

• Chain Distribution Plans or Pyramid Sales Schemes

• Consumer Product and Service Warranties

• Labeling and Fair Packaging

• Misleading Advertisement and Fraudulent Sales Promotion Practices

• Regulation of Repair and Service Firms

• Philippine Lemon Law

Complainants may opt to file a complaint through any of the following modes:

• Online complaints may be filed by clicking the Consumer Complaints button.

• Snail mail complaints may be filed through courier or registered mail.

• Walk-in complaints, during regular business hours, Monday through Friday, at 8:00am-5:00pm.

Where to file:

DTI Camarines Sur Provincial Office

2nd Floor, Old DBP, Panganiban Drive, Naga City, Camarines Sur

Any person or company conducting sales promotion campaigns including beauty contests, national in character, sponsored and promoted by manufacturing enterprises shall first secure a Sales Promotion Permit from the concerned Department (DTI or DOH) prior to the launching thereof. This provision aims to protect consumers from misleading advertisements and fraudulent sales promotion practices. (Article 116 of the R.A. 7394, otherwise known as the Consumer Act of the Philippines).

The DTI shall enforce the provisions of Chapter VI of R.A. 7394 and its implementing rules and regulations: Provided, That with respect to food, drugs, cosmetics, devices and hazardous substances, it shall be enforced by the Department of Health. (Article 109 of the R.A. 7394)

Sales promotion permits with the following types of schemes are issued by DTI-FTEB to sales promotion activities within the National Capital Region, or, conducted in several regions including Metro Manila:

1. Discounts

2. Premium

3. Raffle

4. Games

5. Contest

6. Redemption

7. Beauty Contest

8. Home Solicitation

Other venues for filing sales promotion applications are at the respective DTI Regional or Provincial Offices depending on the following:

1. If the sales promotion is to be conducted within a single province, the application shall be filed at the DTI Provincial Office in that province, or, in the absence thereof, at the DTI Regional Office which has jurisdiction over said province.

2. If the sales promotion campaign is to be conducted in several provinces within a single region, in the DTI Regional Office which has jurisdiction over said provinces.

3. If the sales promotion campaign is to be conducted only within the National Capital Region, or, in several regions including Metro Manila, the application shall be filed with the DTI Regional Office in the National Capital Region (NCR).

4. For sales promotion campaigns covering more than one region but excluding Metro Manila, the application shall be filed with the Regional Office where the main office or the coordinating office of the sponsors is located, whichever is nearest to the areas to be covered by the sales promotion campaign.