CCWS Session 121 Philippine National Standards On E-Commerce

Standards Development Division
Bureau of Philippine Standards (BPS)
NOT FOR DISTRIBUTION UNLESS PRIOR CONSENT IS GRANTED BY THE DTI-BPS. ALTERATION
OR TAMPERING OF ANY KIND ON THIS MATERIAL IS STRICTLY PROHIBITED. THANK YOU.
Philippine Development Plan
The first medium-term plan geared

towards the AmBisyon Natin 2040 which
articulates the Filipino people’s collective
vision of a MATATAG, MAGINHAWA, AT
PANATAG NA BUHAY PARA SA LAHAT.
The PDP 2017-2022 also takes into account the

country’s international commitments such as the
2030 Sustainable Development Goals.
Philippine Development Plan

Chapter 9A-9B
.E-commerce will play a big role

in the new normal
as businesses and consumers
increase the use
of online transactions. Cyber-crime/fraud
Consumer Protection
Website Security
Payment Security
Expanding Economic Opportunities in Industry (Chapter 9A)
Highlights
• Economic opportunities in industry across regions

including the digital economy expanded
• Expand Economic Opportunities in Industry
Increasing production capacities
• Competitiveness, innovativeness and resilience
increased
• Promote and strengthen consumer protection to
cover digital transactions E-commerce and digital
• Consumer access to safe and quality goods and economy is one of the 15 major
services ensured industries identified to benefit
from closer integration of
. agriculture, industry and services
and from the adoption of
innovative applications
Expanding Economic Opportunities in Services (Chapter 9B)
Highlights
• Improve digital skills, ICT infrastructure, and digital
connectivity to ensure reliable and affordable
broadband and internet services.
• Promote digital payments in both government and
private sector.
Benefits
• This will encourage more businesses and
consumers to participate in the digital economy and
support the continuous growth of the IT-BPM
industry as well as other IT-enabled industries.
• This will broaden the use of digital payment
platforms and ensure that these are supported by
robust infrastructure and digital governance
standards.
Legislative Agenda under the updated PDP Plan
The following legislative agenda will be
pursued to increase competitiveness,
innovativeness, and resilience of the industries
.while ensuring consumer access to safe and
quality goods and services: Direction
• National Digital Transformation
• Formulate and enforce policy • Amendment of the Consumer Act
framework/guidelines for online sellers and of the Philippines (RA 7394)
buyers to spur ecommerce growth. (CPAB for update)
• Updating of joint circulars issued by DTI,
DA, DOH, and other relevant government
agencies that enforce consumer protection
policy in e-commerce will be prioritized.
• Use of virtual modes or digital platforms in
handling consumer complaints and dispute
resolutions will be promoted.
REPUBLIC ACT NO. 8792 s. 2000
SECTION 29. Authority of the

Department of Trade and Industry and
Participating Entities. — The Department
of Trade and Industry (DTI) shall direct
and supervise the promotion and
development of electronic commerce in
the country with relevant government
agencies.
On January 20, 2020, the Department of
Budget and Management (DBM) approved
the creation of an Ecommerce
Division, that will focus on the
implementation of ecommerce policies,
programs and projects, monitoring and
implementation of the Philippine
Ecommerce Roadmap, and ensuring that
the impediments concerning ecommerce
are agreed.
The State of E-Commerce in the Philippines

• The Philippines has a consumer-driven
economy where 72% of economic output
is attributed to private consumption
• As COVID-19 virus struck, only 15% of

their usual sales were realized, while
mobility was down by 90%.
• There has been a “significant” increase in

the number of consumer complaints
related to online transactions. (14,869
complaints).
Source: Andrew J. Masigan 02 August 2020, The state of e-commerce in the Philippines, Retrieved from:
https://www.bworldonline.com/the-state-of-e-commerce-in-the-philippines/
Neil Arwin Mercado, 09 November 2020, ‘Significant’ increase in consumer complaints on online
transactions reported in 2020, https://business.inquirer.net/311398/significant-increase-in-consumer-
complaints-vs-online-transactions-reported-in-2020#ixzz6mVuioFxz
Reference Standards/Publications
International Standards & Guides
• ISO 10002 - Guidelines for complaints handling in organizations
• ISO 10003 - Guidelines for dispute resolution external to organizations
• ISO 10008 - Guidelines for business-to-consumer electronic commerce transactions
• ISO/IEC 27001 - Information security management
• ISO 20488 - Online consumer reviews
• ISO/IEC Guide 14 - Purchase information on goods and services intended for consumers
National Standards & Technical References
• JIS S 0200 - Guidelines for consumer protection in electronic commerce
• TR 46 - eCommerce data interchange
• TR 61 - Data interchange for last-mile delivery using parcel locker network
Other relevant publications
• OECD Digital Economy Papers No. 61 – Best practices examples
• OECD Digital Economy Papers No. 253, 2016 – Protecting consumers in peer platform
• OECD Digital Economy Papers No. 263, 2017 – Trust in peer plat
• OECD Recommendation 2016 – Consumer protection in e-commerce
• Greater clarity, comprehensiveness and transparency of operation
• Improve customer satisfaction
• Fair and easy access enhancing the customer’s shopping experience
• Convenient and responsible management
• Stronger management of delivery process
• Increases customer satisfaction

• Strengthen customer relationship
Provides guidelines on the surrounding online transactions and
encourages the use of certain mechanisms that would help individuals who are
implementing and/or improving their online business
Key activities
Pre-purchase Purchase-
activities activities
Information for customers regarding the organization, products, services, policies
related to online transactions and existing members of loyalty programmes should be
readily available for customer before they enter into an online transaction.
• Legal name and registration number
• Place of registration
• Tax Identification
Information for customers regarding Number
the(TIN) (if applicable) products, services, policies
organization,
• Full address, email address and contact of its office
related to online transactions and for
• Point of contact existing members
any inquiries; and of loyalty programmes should be
readily available for•customer
Licensing before they
information enter into
(if applicable ) an online transaction.
• Functions and benefits
• Interoperability features
Information for customers regarding
• Safetythe organization,
and health concerns products, services, policies
• Age restrictions
related to online transactions and• existing members
Any regulatory, ofcontractual
technical and loyaltyrequirements
programmes should be
readily available for customer before
• they enter
Guarantees into an online transaction.
and warranties
• Any after-sales service
• Marketing content (preferably discounts and e-coupon)
• Business policies
• Delivery options, methods and logistics policy
• Authorized payments providers
Information for customers regarding the • organization,
Terms and conditions toproducts,
avoid disputes services, policies
• members
related to online transactions and existing Membership and ofloyalty
loyalty
programprogrammes should be
benefits (if applicable)
• Rewards scheme
readily available for customer before they• enter into
Policies andan onlinesafeguarding
procedures transaction. customer review
• Provide information related to the electronic commerce transaction
• Interoperability across multiple devices and ease of navigation
• Use of communication tools to respond to customer enquiries
appropriately
• Ensure product names and image file names are relevant to
keyword searches for easy identification.
• Determine the language(s) likely to provide the best opportunities for

widespread reach
• Options should be clear and easily accessible
• Information should be tailored appropriately when it is of interest or
directed to customers with special needs
• Determine the language(s) likely to provide the best opportunities for

widespread reach
• Options should be clear and easily accessible
• Information should be tailored appropriately when it is of interest or
directed to customers with special needs

• Information provided are in compliance with applicable regulations

• Communicate errors identified to customers
• Provide the validity period of content (where applicable)
• Manage the content of the product or service uploaded online
• Address customer queries or refer customer to the merchant
E-retailers and e-marketplaces were being advised on the relevant internal mechanisms
surrounding payments.
Information regarding Modes of payment Risk of settlement

Before payment
Payment
Post payment
products and services Payment confirmation Product and service
Provision of estimated Payment security unavailability
conversion rates Product defects and
Order Confirmation
Featuring of products withdrawals
and services in the
website
Reservation policies
Mechanisms to prevent
data input error
Transparency on
additional charges
E-retailers and e-marketplaces were being advised on the relevant internal mechanisms

Before payment
Payment
Post payment
• Applicable taxes, such as import/export fees
• Amount, frequency and expenses arising from recurring charges (if applicable)
•
conversion rates
Installation charges (if applicable) Product defects and
Order Confirmation
• Featuring
currency of products
conversion fees, if applicable withdrawals
• additional surcharges
and services based on the selected payment method
in the
• anywebsite
varied or additional fees
Note: IfReservation
there are anypolicies
price changes to the selected product and/or service, a
notification on the price
Mechanisms to change
preventshould be communicated
data input error
Transparency on
additional charges
Considerations:
• Provide the customer with as many methods of payments as practicable
• Availability of a payment method/brand
• Processing fees
• Settlement time
• Ease of use for the customer
E-retailers and • Ease ofwere
e-marketplaces communication between the
being advised on organisation
the relevant andinternal
payment provider
mechanisms
• Level of fraud protection

Before payment
Payment
Post payment
conversion rates Product defects and
Order Confirmation
Featuring of products withdrawals
and services in the
website
Reservation policies
Mechanisms to prevent
data input error
Transparency on
additional charges
Problems experienced by customers include the following:

➢ bill shock (i.e. the negative reaction experienced by a customer upon receiving a bill that is higher
than expected);
➢ bills are complicated and difficult to understand;
➢ pricing is not always clear;
➢ bills are inaccurate;
➢ payment methods present difficulties for customers;
➢ bills are overloaded with information, which adds to the confusion;
➢ information about offers and guidance on switching supplier is unclear.
These problems arise because of:
➢ poor pre-billing processes, including customer service, tariff and data management, meter reading
and provision of information to customers on billing-related matters;
➢ unsatisfactory billing procedures and practices, leading to delayed or inaccurate bills;
➢ poorly presented bills and statements, which are unclear for customers;
➢ ineffective post-billing processes to deal with:
➢ disputes and enquiries;
➢ payment and debt collection;
➢ consumers in vulnerable circumstances;
➢ final bills for customers changing supplier;
➢ inaccurate customer expectations, based on confusing advertising or promotional material and
complicated tariffs.
PNS ISO 14452, Network Services
Billing - Requirements
SCOPE:
This document specifies the minimum
requirements for billing of all
consumption-based utility network
services to domestic customers. It
covers the processes required to
produce the bill and to deal with issues
that arise after the bill has been sent, as
well as the content of the billing
document or statement.
PNS ISO 14452
• Defines the minimum requirements for billing and
payment collection
• Prevents or reduces complaints by tackling key issues
• Ensures that suppliers assist customers by billing
appropriately and consistently
• Creates and sustains a fairer, longer-term supplier-
customer relationship
• Provides benchmarks for customer expectations
• Allows for the implementation of smart metering
technology and provision of improved customer
information
• Facilitates innovation in billing, enabling suppliers to
differentiate their services
Contents of PNS ISO 14452
1. Scope
2. Terms and definitions
3. Billing process
• Pre-billing process
• Billing principles
• Billing document
• Post-billing processes
• Customers in vulnerable circumstances
• End of contract and switching supplier
• Compliance and continuous improvement
4. Annex A (informative) Guidance for bill presentation
Fulfillment Tracking of Returns, refunds
• Products are packed • Notify customers of products and exchange
according to the any changes to the • Delivery status of • Returns, refunds
specifications delivery the order and exchange
• Measures to time/estimate • Estimated delivery policies should be
address situations • Provision of window of stated clearly
where products are handling upcoming delivery • Available to the
found with defects, instructions as part customer before
damaged or of the delivery any online
unavailable instructions transaction takes
• Payment-on- place
Delivery option
• Self-collection
option
PNS ISO 22059, Guidelines on
Consumer Warranties/Guaranties
SCOPE:
This document specifies the form and
content of warranties/guarantees that a
manufacturer and/or supplier can use
to address reasonable expectations of
productivity by consumers.
1. Scope
2. Normative references
4. Purpose and principles
5. General requirements
• Status of warranty/guarantee
• Terms of warranty/guarantee
• Duration of warranty /guarantee
• Breach of warranty/guarantee
• Exclusions of warranty/guarantee
6. Categories of warranties/guaranties
7. General requirements
• Right of redress against suppliers
• Right of redress against manufacturers
• Manufacturers’ and suppliers’ redress policy
8. Annex A (informative) Flowcharts of right of redress
E-retailers and e-marketplaces should put up information related to the terms and
conditions, FAQs and suitable mechanisms to manage interactions with customers.
General Handling Feedback Complaints Dispute

Enquiry Handling Handling Resolution
•Effective •Strive to seek •Suitable mechanism to •Proper measures in
communication and feedback from handle complaints place to facilitate
customer support customers •Ensure appropriate dispute resolutions
•Keeping customers •Usage of suitable tools escalation procedures related to e-commerce
updated with business to analyze and are in place transactions
policies and measure customer •Refers to ISO 10002 •Refers to ISO 10003 –
procedures service levels Quality management Quality Management
•Customer support — Customer – Customer
should be accessible satisfaction — satisfactions -
online Guidelines for Guidelines for dispute
complaints handling in resolution external to
organizations organizations
Problems reported related to online reviews
• False positive reviews written by the supplier itself intending to mislead consumers;
• False negative reviews written by a supplier’s competitors intending to ward off

consumers from the organization;
• The activity of businesses specialized in “online reputation management” who offer e-

commerce companies services to improve their online reviews;
• Consumers using their newfound position of public critic and in effect obtaining better
circumstances or other benefits from a supplier that they review;
• Lack of trust concerning the veracity of consumers’ reviews, and whether organizations
select the better reviews, and remove the negative ones;
• Suppliers that use consumers to write positive reviews or penalize them for writing
negative reviews, in some cases contracting consumers out of the right to write a
negative review.
PNS ISO 20488, Online Consumer Review –
Principles and requirements for their
collection, moderation and publication
SCOPE:
This document provides requirements and
recommendation for the principles and methods
for review administrators to apply in their
collection, moderation and publication of online
consumer review
1. Scope
2. Normative references
4. Guiding principles and organizational
commitment
5. The collection process
6. The moderation process
7. The publication process
Merchant Verification
Strong internal processes and control should be put in place to manage trust between
the marketplace, merchants and customers
E-markets and Merchants and

merchants customers
Availability of options to
Identifying merchants provide customer feedback
(Qualitative/Quantitative)
Mechanism verifying the

purchase made before
Monitoring merchants
providing customer
feedback
Track and monitor

Content for merchants
feedbacks
Other relevant standards on E-Commerce
BPS has also adopted as Philippine National Standards other International Standards
to address the different aspects of e-commerce. Below are other relevant standards on
e-commerce in support to the abovementioned Philippine National Standards:
ISO TECHNICAL COMMITTEE ON FINANCIAL SERVICES (ISO/TC 68)
DESIGNATION TITLE
1. PNS ISO 9564-1:2018 Financial services - Personal Identification Number (PIN) management
(ISO published 2017) and security – Part 1: Basic principles and requirements for PINs in card-
based systems
2. PNS ISO 9564-2:2016 Financial services - Personal Identification Number (PIN) management
(ISO published 2014) and security - Part 2: Approved algorithms for PIN encipherment
3. PNS ISO 12812-1:2017 Core banking - Mobile financial services - Part 1: General framework
(ISO published 2017)
4. PNS ISO/TS 12812-2:2017 Core banking - Mobile financial services - Part 2: Security and data
(ISO published 2017) protection for mobile financial services
5. PNS ISO/TS 12812-3:2017 Core banking — Mobile financial services — Part 3: Financial application
(ISO published 2017) lifecycle management
ISO TECHNICAL COMMITTEE ON FINANCIAL SERVICES (ISO/TC 68)
DESIGNATION TITLE
6. PNS ISO/TS 12812-4:2017 Core banking — Mobile financial services — Part 4: Mobile payments-to-
(ISO published 2017) persons
7. PNS ISO/TS 12812-5:2017 Core banking — Mobile financial services — Part 5: Mobile payments to
(ISO published 2017) businesses
8. PNS ISO/TR 21941:2017 Financial services — Third-party payment service providers
ISO TECHNICAL COMMITTEE ON QUALITY MANAGEMENT AND QUALITY ASSURANCE (ISO/TC 176)
9. PNS ISO 10001:2019 Quality management — Customer satisfaction — Guidelines for codes of
(ISO published 2018) conduct for organizations
10 PNS ISO 10002:2019 Quality management — Customer satisfaction — Guidelines for
(ISO published 2018) complaints handling in organizations
11 PNS ISO 10003:2019 Quality management — Customer satisfaction — Guidelines for dispute
(ISO published 2018) resolution external to organizations
12 PNS ISO 10004:2019 Quality management — Customer satisfaction — Guidelines for
(ISO published 2018) monitoring and measuring
ISO TECHNICAL COMMITTEE ON QUALITY MANAGEMENT AND QUALITY ASSURANCE (ISO/TC 176)
DESIGNATION TITLE
13 PNS ISO 10008:2016 Quality management — Customer satisfaction — Guidelines for business-
(ISO published 2013) to-consumer electronic commerce transactions
ISO TECHNICAL COMMITTEE ON INFORMATION SECURITY, CYBERSECURITY AND PRIVACY PROTECTION (ISO/IEC
JTC1/SC27)
14 PNS ISO/IEC 27001: 2018 Information technology - Security techniques - Information security
15 PNS ISO/IEC 29100:2019 Information technology — Security techniques — Privacy framework
16 PNS ISO/IEC 27018:2015 Information technology - Security techniques - Code of practice for
(ISO published 2014) protection of personally identifiable information (PII) in public clouds acting
as PII processors
17 PNS ISO/IEC 24760-1:2015 Information technology - Security techniques - A framework for identity
(ISO published 2011) management - Part 1: Terminology and concepts
18 PNS ISO/IEC 24745:2016 Information technology — Security techniques — Biometric information
(ISO published 2011) protection
Way forward …….
Digital Trade Standards & United Nations – Sustainable

Conformance Working Group Development Goals
Philippine Development Plan 2017- eCommerce Philippines 20222 Roadmap

2022 BPS Standardization Activities
Way forward
Possible adoption of TR 46 -
Technical Reference for last mile
delivery – eCommerce data
Consider digitalization of interchange through a license
standards development Agreement with Enterprise Singapore
process and other related
programs/activities. NOT FOR DISTRIBUTION UNLESS PRIOR CONSENT IS GRANTED BY THE DTI-BPS. ALTERATION
Want to know more about standards on E-Commerce?
You may inquire or procure copies of these

standards with a minimal fee through our
Standards Data Centre at
standardsdatacenterbps@dti.gov.ph
For other information and concerns, please

call 7751-4731 or email at bps@dti.gov.ph.
E-Commerce from the experts
“We see our customers as invited guests to a

party, and we are the hosts. It’s our job every
day to make every important aspect of the
customer experience a little bit better.”
- Jeff Bezos, Founder of Amazon
CONNECT WITH US
DTI.Philippines
@DTIPhilippines
@DTIPhilippines
DTIPhilippines
www.dti.gov.ph

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Standards Development Division

Bureau of Philippine Standards (BPS)

The first medium-term plan geared

The PDP 2017-2022 also takes into account the

Philippine Development Plan

.E-commerce will play a big role

• Economic opportunities in industry across regions

SECTION 29. Authority of the

The State of E-Commerce in the Philippines

• As COVID-19 virus struck, only 15% of

• There has been a “significant” increase in

• Increases customer satisfaction

• Determine the language(s) likely to provide the best opportunities for

• Determine the language(s) likely to provide the best opportunities for

Information for customers regarding the organization, products, services, policies

• Information provided are in compliance with applicable regulations

Information regarding Modes of payment Risk of settlement

Information regarding Modes of payment Risk of settlement

Information regarding Modes of payment Risk of settlement

Problems experienced by customers include the following:

General Handling Feedback Complaints Dispute

• False negative reviews written by a supplier’s competitors intending to ward off

• The activity of businesses specialized in “online reputation management” who offer e-

E-markets and Merchants and

Mechanism verifying the

Track and monitor

ISO TECHNICAL COMMITTEE ON FINANCIAL SERVICES (ISO/TC 68)

Digital Trade Standards & United Nations – Sustainable

Philippine Development Plan 2017- eCommerce Philippines 20222 Roadmap

You may inquire or procure copies of these

For other information and concerns, please

“We see our customers as invited guests to a

- Jeff Bezos, Founder of Amazon

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