Philippines Rights Guide
How to File a Consumer Complaint in the Philippines
RA 7394 (Consumer Act) gives every Filipino the right to refunds and fair dealing. File complaints free with the DTI or your local barangay. Here is how.
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Direct Answer
Republic Act 7394 (Consumer Act of the Philippines) gives every consumer the right to goods that are safe, of merchantable quality, and match their description. If a business defrauds you, sells defective goods, or uses deceptive practices, file a free complaint with the Department of Trade and Industry (DTI) at its regional offices or online at dti.gov.ph.
What the Law Says
Your Legal Foundation
Consumer Act of the Philippines (RA 7394)
Article 50
“A consumer product shall be deemed to be in breach of an implied warranty of merchantability if it is not fit for the ordinary purposes for which goods of the type are used.”
Consumer Act of the Philippines (RA 7394)
Article 54
“Any seller or manufacturer who fails to comply with the provisions of this Act shall be subject to penalty and shall be liable to the aggrieved consumer for actual damages.”
Consumer Act of the Philippines (RA 7394)
Article 100
“It is unlawful for any person to advertise any product or service with intent not to sell them as advertised, or to misrepresent material facts.”
Common Questions
Frequently Asked Questions
Does the Consumer Act cover online purchases?
Yes. Online sales are covered by the Consumer Act and also by the Electronic Commerce Act (RA 8792). You have the right to receive what you ordered, and if the product is defective or not as described, you can claim a refund. File with the DTI for online consumer fraud.
A business is selling expired products — who do I report this to?
Report to the Food and Drug Administration (FDA) at fda.gov.ph for food, drugs, and cosmetics. The DTI handles general consumer product standards. Expired products are a health risk and reports are taken seriously.
I bought something from a seller on Shopee or Lazada and was scammed — who do I report to?
First, use the platform's dispute resolution. Then file with the DTI and the platform's headquarters. For money transferred via GCash or bank, report the scam to the BSP and the Philippine National Police Anti-Cybercrime Group (PNP-ACG).
A travel agency took my money and did not deliver — can I get it back?
Yes. File with the DTI and also with the Department of Tourism (DOT) which regulates travel agencies. Criminal fraud charges may also apply if the agency had no intention of delivering the service.
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