Close this search box.

We are creating some awesome events for you. Kindly bear with us.

Online Complaint Software for Consumer Rights Implemented by Philippine Government

Due to limitations on physical movement that are imposed amidst the pandemic, more Filipinos are turning to digital channels for transactions and shopping for necessities and other commodities. Some consumers claimed that they were not given sufficient customer care support either making a transaction or receiving an item that has been purchased. This led to a “significant” increase in the number of consumer complaints related to online transactions in 2020 till today compared to previous years.

To address this, The Department of Trade Industry (DTI), through its Consumer Policy and Advocacy Bureau (CPAB), had announced that they will begin the pilot run of the online complaint software to boost up the country’s improved online system to receive and resolve consumer complaints.

The highest number of complaints of 8,045 were during the months of April and May when the strictest level of Community Quarantine was in effect in major areas of the country. Due to the limited movement of people, consumers heavily relied on online shopping for their basic and essential needs.

The online system will be piloted by the DTI and will eventually serve as the Web-based consumer complaints portal of the country. The online complaint software will automate the entire consumer complaints-handling process of the government by interlinking all the member agencies of the Consumer Network (ConsumerNet), or the group of government departments with consumer protection function, to provide redress to those consumers who will file a complaint through the system wherever they may be in the world.

To operationalise the system, the online complaint system will undergo three phases, including assessment; functional specifications and workshop; and compliance with data privacy, security, risk management and systems development.

The first phase is the development and operationalisation of consumer complaints filing, tracking, ageing, reports generation, and status updating to be put by the DTI. Phase two is the development of virtual mediation conference and possible online resolution of complaints and Phase 3 is linkage with the online complaint system for effective resolution of cross-border consumer complaints.

The DTI is responsible for ensuring that the process of handling and resolving consumer complaints and disputes is streamlined and harmonised through the online system, as well as providing dedicated channels of communication for easy access to consumer queries and complaints, such as but not limited to telephone, e-mail, and social media platforms. When executing and implementing such a system, there must be checks and balances in place so that, as consumers and consumer groups, can act as watchdogs and ensure that the process is completed effectively, efficiently, successfully, and on time.

The system also aims to maintain the confidentiality, integrity, and availability of personal data stored via the online complaint system, as well as strict compliance to the Philippines Data Privacy Act of 2012.

Many businesses have discovered that deploying a software application to track complaints from submission to resolution is the most efficient way to do so. Considering complaints are sensitive, having a software tool allows companies to outline procedure and then focus on keeping customers happy and safe while protecting the company’s reputation and compliance status. Not only would companies profit from implementing these techniques but so would the country’s digital sector and its economy would be improved.


Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.


As a Titanium Black Partner of Dell Technologies, CTC Global Singapore boasts unparalleled access to resources.

Established in 1972, we bring 52 years of experience to the table, solidifying our position as a leading IT solutions provider in Singapore. With over 300 qualified IT professionals, we are dedicated to delivering integrated solutions that empower your organization in key areas such as Automation & AI, Cyber Security, App Modernization & Data Analytics, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Renowned for our consulting expertise and delivering expert IT solutions, CTC Global Singapore has become the preferred IT outsourcing partner for businesses across Singapore.


Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit


SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.


HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 


IBM is a leading global hybrid cloud and AI, and consulting services provider, helping clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,800 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently, and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity, and service. For more information, visit