MANILA, Philippines – A new feature within the eGovPH App enabling users to submit complaints related to e-commerce transactions was formally launched on Tuesday (Nov. 5), led by the Department of Trade and Industry (DTI) and the Department of Information and Communications Technology (DICT).
The eReport System for Online Consumer Complaints (eCommerce) is an initiative of both departments in accordance with Section 9: Referral and Tracking of Complaints of Republic Act No. 11967 (Internet Transactions Act of 2023), the DTI said.
“This mandates the DTI, through the E-Commerce Bureau (ECB), to refer and track such complaint and coordinate its speedy resolution. The system enhances online consumer protection by providing a mechanism for verified eGovPH App users to report concerns via their mobile devices,” the DTI added.
The ceremonial launching was attended by DTI Secretary Ma. Cristina A. Roque and DICT Secretary Ivan John E. Uy.
In her remarks, Sec. Roque mentioned that the launching marked a momentous occasion as the launching of the eReport System is a pioneering initiative of the department in safeguarding consumer rights in the digital age.
“This system, seamlessly integrated into the Department of Information and Communication Technology or DICT and EGovPH, is a testament to our collective pursuit of a trustworthy and inclusive online marketplace,” Secretary Roque said.
She added that President Ferdinand Marcos, Jr. emphasized the urgent need for the government to establish effective regulations on the online commercial activities.
“He highlighted the importance of safeguarding consumer rights and data privacy are protected, encouraging innovation, promoting fair advertising, securing online transactions, protecting intellectual property rights, and ensuring product standards and safety,” Roque explains.
“The system we launched today represents a crucial first step in implementing Section 9 of the IPA on referral and tracking of complaints. Our e-commerce bureau, or ECD, is mandated to refer any received complaints to the appropriate regulatory authority for action, including agencies within the DTI. The DTI ECB is committed to diligently track online consumer complaints and ensure that they meet resolution,” Roque emphasized.
Last July, President Marcos, Jr. called for “stronger collaboration between government agencies to speed up the government’s digitalization efforts towards Philippine development.”
Speaking during the national launch of the Electronic Local Government Unit (eLGU) and eReport Systems, Marcos said he believes that digitalization will be a hallmark of the nation’s progress as it moves to the future, urging the people to seize the opportunity to utilize this tool as a force for good.
“I thus urge all government agencies [and] LGUs to collaborate with the DICT as we integrate all services into the recently launched eGov PH Super App to attain its objective of becoming a multi-sectoral mobile application for all government institutions and transactions,” Marcos said during the launching in Malacañang.
