In a strategic move to protect consumers and accelerate complaint resolution, the Department of Trade and Industry (DTI) has reduced its pending consumer complaints by more than half through a nationwide Mediation Marathon led by its Fair Trade Group (FTG) and Regional Operations Group (ROG).
The five-day initiative, held from February 23 to 27, mobilized 30 mediation officers from DTI regional offices, with support from the Conflict Resolution Group Foundation (CoRe Group). This focused effort allowed faster settlement of long-standing cases and quicker action on consumer claims.
As a result of this intensive push, pending cases dropped from 1,236 as of December 31, 2025, to 573 cases as of February 27, 2026. All remaining cases are currently under ongoing mediation.
Most of the resolved complaints involved consumer product services and warranties, product quality and safety, and sales promotions–issues that directly impact a consumer’s ability to secure refunds, address product defects, or warranty and replacements claims.
Building on this momentum, the DTI-FTG also convened leading e-marketplaces Shopee, Lazada, and Foodpanda to improve coordination and speed up the handling of digital consumer cases. Recognizing that a substantial number of complaints stem from online transactions, the DTI engaged these platforms in a dialogue where they committed to strengthening their internal teams, augmenting capacity, and expediting the resolution of pending claims.
The overall reduction in pending complaints translates to faster refunds, quicker product replacements, and shorter waiting time for consumers. By ensuring a fair and efficient process, the DTI not only supports consumer rights but also provides a clear framework for compliant businesses to resolve disputes.
These initiatives reaffirm the DTI’s commitment to strengthening and advancing consumer welfare programs and maintaining public trust through timely and efficient resolution of consumer concerns.
