Consumer Welfare Desk (CWD)

To further strengthen the promotion of consumer welfare in the metropolis, DTI partnered with Shoe Mart (SM) in establishing CWDs in Metro Manila. These CWDs aim to develop a self-policing mechanism in the resolution of complaints,

About CWDs

Objectives

• To forge efforts between the government and the private sector in the promotion of consumer welfare
• To develop self-policing mechanism and responsible entrepreneurship
• To establish procedures to systematically and appropriately address consumer complaints.

Importance of CWDs

For the Consumer:

• Easier access to consumer desks for queries or resolution of complaints

• Venue for creating good public image
• Easier access to government programs, new laws and new policies
• Complaints / cases are readily heard / resolved without going through tedious litigation process with DTI and other government enforcement agencies.

• Achievement of Quality consciousness
• Multiplier effect (limited resources)

Advantages of CWDs

• Having information on complaints / queries filed with the DTI-NCR against the establishments and the opportunity to resolve them first before DTI-NCR does its own proceedings;
• Being provided relevant information materials that maybe distributed to consumers to help enhance consumer vigilance as well as to promote responsible consumerism;
• Getting first-hand information on new laws, policies and other government directives relevant to our operations through seminars, brochures and other materials;
• Being included in the list to be regularly documented by the DTI-NCR, of CWDs in Metro Manila, the more consumer-friendly outlets in the region

Roles and responsibilities of Proponents

Operating Guidelines

CWDs can be established in the following: retail outlets, car dealer, repair shops, malls, and department stores.

Functions of CWD

• CWD shall enhance coordination / cooperation among the consumers, private sector thru various trade groups in promoting consumer welfare
• CWD shall serve as complaint desk to provide speedy resolution of consumer complaints
• CWD shall facilitate the flow of consumer protection information

Application Procedures

• Applicant shall fill-up the application form in two (2) copies and submit the same to the concerned Provincial Director of DTI-NCR together with documentary requirements.
• The concerned Provincial Office through its coordinators will evaluate the application based on qualifications.
• The coordinator will submit the application evaluation form with their recommendation to the Provincial Director.
• The Provincial Office will write the store / mall manager regarding the result of their application.
• The Provincial Office will assist the launching of the CWD.
• A certificate of recognition signed by the Regional Dirctor and the concerned Provincial Director will be given to qualified CWDs.

Structure

• The CWD shall be situated at a strategic place easily located by consumers preferably near the Customer Relations Desk of the stores / outlets or at the center lobby of the malls or commercial center.
• The CWD should have at least two (2) staff (for big outlets / departments stores and malls) and shall be provided with a telephone hotline for consumer complaints / queries.
• The desks should be provided by the supporting agencies with information materials on consumer issues / concerns such as flyers, brochures of different consumer-oriented agencies.
• A logbook should be available to record complaints filed and action taken thereon, whether it was immediately resolved or endorsed.
• Complaint forms should be readily available for easy referral of cases.
• To enhance the CWD visibility, the CWD logo should be placed above the CWD site.

Management

• CWDs in business establishments shall be manned / operated and supervised primarily by the manager / supervisor of the participating stores / car dealers / repair shops, malls and department stores.

Resolution of Consumer Complaints

This set of guidelines is designed to assist the CWD officer in the speedy and effective resolution of consumer complaints.

• Receive and record complaint/s
  
  CWD officer should get the following details:
  • Date of complaint
  • Name, address and telephone number of complainant
  • Name, address and telephone number of store / car dealer / repair shop being complained
  • Nature of complaint
  • Evidence
  • Demands / request of complainant
  
  A logbook should be provided to record the above details including the action taken on the complaint, and disposition at CWD level.
  
  
• Analyze complaint/s and take appropriate action
  • Determine if the complaint is within the CWD's jurisdiction.
  • Mediate and act on complaint immediately.
  • If complaint is settled, prepare accomplishment report.
  • If complaint is not settled, refer / endorse complaint to proper agency.