How to File your Complaint

In today's complex market place, 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 this as the fastest way to get our complaint resolved, but it also gives the company a chance to keep
you as 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:

1. IDENTIFY PROBLEM - Identify the problem and what you believe would be fair settlement. Do you want
your money back? (Refund) Would you like the product repaired? (Repair) Will exchange do? (Replace)

2. GATHER DOCUMENTATION - 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

3. 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 manager and repeat your complaint. A large percentage of consumer
problems are resolved at this level. Chances are yours will be too.

4. 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, and that is to write a formal letter of complaint to the
consumer protection agency concerned. You should state your name and address; the name and address of
the establishment against whom you are complaining; the circumstances regarding the complaint including
names, dates, palces, etc. You should enclosed supporting documents such as official receipts, deed of sale
and the like, and should be prepared to make an appearance when called especially during the mediation
conference. The grounds for consumer complaints & agencies concerned are: DTI - 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 the sales promo mechanics; Sale of defective or substandard products, especially
products without the PS (product Standard) mark, like fire extinguisher, fuse, starter, ballast, circuit
breaker, among others DOH - Adulterated/banned/mislabeled food and drugs, hazardous substances,
cosmetics DA - Sale of substandard and mislabeled agricultural products DILG - Defective or tampered
weighing scale BSP - Non / incomplete disclosure of true cost of credit extended by banks, pawnshop, etc.
SEC - Non / incomplete disclosure of true cost of credit extended by financing companies, other pre-need
plans, etc.

RA 7394, The Consumer Act of the Philippines

(http://www.dti.gov.ph/contentment/9/63/files/FILE273_001.pdf)