ASEAN sets up program for consumer protection

MANILA, Philippines - Aggrieved consumers within the ASEAN region, whether tourists or citizens, can now file complaints to the consumer protection agency of the country where the violation occurred, said the Department of Trade and Industry (DTI).

DTI Bureau of Trade Regulation and Consumer Protection (BTRCP) director Victorio Dimagiba said that under the established consumer protection system of the ASEAN Committee on Consumer Protection (ACCP), aggrieved consumers may file a complaint where the defective product or service was purchased. 

In the Philippines, complaints may be filed directly to the BTRCP or via the website www.aseanconsumer.org that will direct them to the appropriate agency.

The complaint filed will get an action number or complaint tracking number from the government agency to serve as the complainant’s reference for tracking. Upon return to his home country, the complainant may seek help from the focal agency in his country to follow up on the case abroad.

Dimagiba said this initiative is part of the ongoing process of regional integration for the formation of the ASEAN Economic Community in 2015 and is geared towards protecting the consumers in the ASEAN region particularly the tourists and businessmen coming from different countries by facilitating their complaints in a quick, less-hassle manner.

Filipinos in ASEAN countries may likewise file their complaints to the consumer complaint agency of the country they are staying in.

“Consumer protection is an essential tool in building up a people-oriented ASEAN Community. ASEAN has been more mindful that consumer interests and welfare have to be taken into account in all measures implemented to achieve an integrated economic region,” information on the website stated.

“Consumer protection laws ensure fair competition and the free flow of correct information in the marketplace. At present, only Indonesia, Malaysia, Philippines, Singapore, Thailand and Viet Nam have principal consumer protection acts. The remaining ASEAN Member States are planning or are in the process of drafting their consumer protection policies and laws. Meanwhile, consumer protection elements in these countries are covered by other legislations in order to achieve consumer protection objectives.”

Dimagiba, the current chairman of the ACCP, said it is advisable that the complaint is filed in the country where the defective product or services was purchased.

Complainants are not required to be physically present during the resolution of the case because the government where the complaint was filed will take care of the tracking progress of the case, saving them money and effort.

The ACCP website also serves as an information portal for consumer protection in the ASEAN region. It contains a directory of government agencies where complaints may be filed.

Also found in the website are consumer news, product alerts, as well as updates on policies on consumer protection in the ASEAN region.

Beginning this month, the ASEAN consumer complaints leaflet, which provides the contact details of ASEAN government agencies dealing with consumer complaints, will be distributed in airports and hotels nationwide. 

ASEAN groups Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand, and Vietnam.