Enabling Business, Empowering Consumers

CONSUMER
WELFARE DESK
(CWD) PROGRAM

Series of 2013
 Enabling Business,
Empowering Consumers

SELF
POLICING

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; and
◊ To establish procedures to systematically and
appropriately address consumer complaints.
 Enabling Business,
Empowering Consumers

IMPORTANCE

◊ For the Consumers:

- Easier access to consumer desks for queries
and/or resolution of complaints
◊ For the Government:
- Multiplier Effect (limited resources)
- Quality consciousness is achieved
 Enabling Business,
Empowering Consumers
Importance…continuation…page 2

◊ For the Business Sector:

- 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
- Being included in the list of CWDs that are regularly documented by
the DTI, the more consumer-friendly outlets in the region
 Enabling Business,
Empowering Consumers

OPERATING GUIDELINES
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Empowering Consumers

COVERAGE
◊ Retail Outlets
◊ Car Dealers / Manufacturers
◊ Service and Repair Shops
◊ Malls
◊ Department Stores
◊ Specialty Stores
◊ Municipal / Barangay Office
◊ Public / Private Markets
 Enabling Business,
Empowering Consumers

FUNCTIONS
The CWD shall:
◊ enhance coordination and
cooperation among the consumers,
private sector through various trade
groups in promoting consumer
welfare;
◊ serve as a complaints desk to provide
speedy resolution of consumer
concerns;
◊ facilitate the flow of consumer
protection information.
 Enabling Business,
Empowering Consumers

STRUCTURE
◊ The CWD shall be situated at
a strategic place that is easily
located by consumers,
preferably near the Customer
Relations Desk.

◊ The CWD should have at least

one (1) staff and shall be
provided with a telephone
hotline to receive and answer
consumer complaints and
queries.
 Enabling Business,
Structure…continuation…page 2 Empowering Consumers

◊ The desks must be provided

with information materials on
consumer issues and concerns
such as flyers, brochures and
posters of various consumer-
oriented agencies.
◊ A recording system must be
available to record all
complaints filed and actions
taken thereon, whether it was
resolved or endorsed.
◊ Complaint forms must be
readily available for easy
recording and referral of cases.
 Enabling Business,
Empowering Consumers

MANAGEMENT
CWDs in business
establishments shall be
manned, operated and
supervised by the
manager or supervisor
of the participating
store / car dealer /
repair shop / mall /
department store.
 Enabling Business,
Empowering Consumers

APPLICATION REQUIREMENTS
AND PROCEDURE
 Enabling Business,
Empowering Consumers

APPLICATION REQUIREMENTS

◊ Application Form
◊ Letter of Intent
◊ Memorandum of
Agreement (MOA)
◊ Business Name
Registration Certificate
 Enabling Business,
Empowering Consumers

CWD APPLICATION PROCEDURE

FLOWCHART
INFORM APPLICANT
DOCUMENTARY
APPROVAL TO COMPLY WITH
REQUIREMENTS NO DEFICIENCIES

YES
SUBMISSION TO
INFORM
DTI AREA
APPLICANT
OFFICE

EVALUATION OF AWARDING OF
COORDINATORS CERTIFICATE
(3 DAYS) (RECOGNIZED CWD)
 Enabling Business,
Empowering Consumers

GUIDELINES ON THE RESOLUTION OF

CONSUMER COMPLAINTS

I. Receive and Record Complaints

The CWD should get the
following:
◊ Date of complaint
◊ Name, address and telephone
number of the complainant
◊ Name, address and telephone
number of the establishment
that is being complained of
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Guidelines…continuation…page 2 Empowering Consumers

II. Analyze Complaints and ACT

◊ Determine if the complaint is
within the CWD’s jurisdiction
◊ Mediate and act on the
complaint immediately
◊ If the complaint is settled,
prepare an accomplishment
report.
◊ If the complaint is unsettled,
refer/endorse it to the
appropriate agency.
Enabling Business,
Empowering Consumers