CONSUMER and COMMUNITY RELATIONS

Presented by: Remaizah Irish M. Alcantara

 TOPICS TO BE DISCUSSED:
1. Consumer Relations
a. Consumers as Stakeholders
b. Responsibilities to Consumers

2. Community Relations and Strategic Philanthropy

a. Consumers as Stakeholders
b. Responsibilities to Consumers
CONSUMER RELATIONS
Consumer relations are the
relations which a company has with
its consumers in order to have a
long term relationship, getting a
feedback, spreading positive
word of mouth, increasing brand
loyalty, having a positive brand
image etc. Once an individual buys
a product or a service form a
company, the kind of bonding
between the company and its
consumer is the consumer relation.
Consumer Relations Example

SERVICE warranty

Food delivery
Offering bank products in a
promo rate
 SUPPLIE
R GOVERNME
NT BUSINES
S OWNER

STAKEHOLDERS
EMPLOYEE
S
CONSUMER
S

LENDERS COMMUNITY/
SOCIETY
Understanding Customers as Stakeholders
• Customers are one of the primary stakeholders in
any business.
• They invest their time and money in a product or
service, and their satisfaction is key to building a
successful business.
• Therefore, it is essential to understand the
customers' needs and expectations to deliver a
product or service that meets their requirements.
 ROLE OF THE
CONSUMERS
Look for the
Buy products what warranties, packaging,
company provides Provide feedback
manual handbook and
branding.

Appreciate for social appreciate good

media marketing customer service
Consumer Rights and Consumer
Protection
 This is the right to be protected against products,
Right to safety production processes and services that are hazardous to
health or life.
1.Republic Act No. 7394 or the Consumer Act of the Philippines:
1. Article 2(a): Declaration of Basic Principles
2. Title II Chapter 1: Consumer Product Quality and Safety
3. Title II Chapter II: Food, Drugs, Cosmetic and Devices
4. Title II Chapter III: Hazardous Substance
2.Republic Act No. 10611 or the Food Safety Act of 2013:
1. Section 5: Food Safety Requirements
2. Section 6: Food Law Objectives
3. Section 7: Use of Science-based Risk Analysis
4. Section 8: Protection of Consumer Interest
5. Section 9: Setting of Food Safety Standards
6. Section 12: Application to Trade
7. Section 13: Principal Responsibility of Food Business Operators
8. Section 14: Specific Responsibilities of Food Business Operators
3.Republic Act No. 7160 or the Local Government Code of 1991, Section 478 on Qualifications, Power
and Duties (Health Officer)
Right to be informed
This refers to the right to be given the facts needed to make an informed choice,
and to be protected against dishonest or misleading advertising and labelling.

1. Republic Act No. 7394 or the Consumer Act of the Philippines: Title III on Protection Against Deceptive, Unfair
and Unconscionable Sales Acts or Practices:
1. Chapter I: Deceptive, Unfair and Unconscionable Sales Acts or Practices
2. Chapter II: Regulation of Practices Relative to Weights and Measures
3. Chapter VI: Advertising and Sales Promotion
2. Republic Act No. 10909 or the No Shortchanging Act of 2016:
1. Section 2(c): Declaration of Policy
2. Section 3(1): Definition of Terms
3. Section 4(c): Regulated Acts
Right to choose
This refers to the right to be able to select from a range of products and services,
offered at competitive prices with an assurance of satisfactory quality.

1.Republic Act No. 10667 or the Philippine Competition Act:

1.Section 2: Declaration of Policy
2.Section 12(m): Powers and Functions
3.Section 14: Anti-Competitive Agreements
4.Section 32: Relationship With Sector Regulators
Right satisfaction
of basic human
needs

This refers to the right to have access to basic, essential

goods and services such as adequate food, clothing,
shelter, health care, education, public utilities, water and
sanitation.
1.The 1987 Constitution, Article XIII, Section 9 on Urban Land Reform
and Housing
2.Republic Act No. 7581, or the Price Act, as amended:
1.Section 2: Declaration of Basic Policy
2.Section 5: Illegal Acts of Price Manipulation
3.Section 6: Automatic Price Control
4.Section 7: Mandated Price Ceiling
3.Republic Act No. 7160, or the Local Government Code of 1991:
1.Section 447(5.11-V): Powers, Duties, Functions and
Compensation (Municipality)
2.Section 458(5.11-V): Powers, Duties, Functions and
Compensation (City)
3.Section 456: Powers, Duties, Functions and Compensation
(Province)
 Right to a healthy
environment

This is the right to live and work in an

environment that is non-threatening to the
well-being of present and future
generations.

1. The 1987 Constitution, Article II, Section 16

on Balance and Healthful Ecology
2. Republic Act No. 7394 or the Consumer Act
of the Philippines, Article 2(a) on the
Declaration of Basic Policy
3. Republic Act No. 9003, or the Ecological Solid
Waste Management Act of 2000, Section
2(a), (d), (f) on the Declaration of Policies.
Right to redress
This means that consumers have the right to receive a fair settlement
of just claims, including compensation for misrepresentation, shoddy
goods or unsatisfactory services.
1.Republic Act No. 7394 or the Consumer Act of the Philippines:
1. Article 2: Declaration of Basic Policy
2. Article 11: Amendment and Revocation of Declaration of the Injurious, Unsafe or
Dangerous Character of a Consumer Product
3. Article 68: Additional Provisions on Warranties
4. Article 97: Liability for Defective Products
5. Article 100: Liability for Product and Service Imperfection
6. Article 101: Liability for Product Quality Imperfection
7. Article 102: Liability for Service Quality Imperfection
8. Article 106: Prohibition in Contractual Stipulation
9. Article 122(b): Injunctive Relief
2.Republic Act No. 8293 or the Intellectual Code of the Philippines, Section 169 on False
Designation of Origin; False Description or Representation
The Right to Representation

This is the right to have consumer interests represented in the making

and execution of government policy, and in the development of
products and services.

1.Republic Act No. 7394 or the Consumer Act of the Philippines,

Article 156 on Consumer Participation
2.Republic Act No. 7581 or the Price Act, as amended, Section 11 on
Price Coordinating Council
Right to consumer education

This refers to the right to acquire knowledge and skills needed to make
informed, confident choices about goods and services, while being
aware of basic consumer rights and responsibilities and how to act on
them.

1.Republic Act No. 7394 or the Consumer Act of the Philippines, Article 2(c) on the
Declaration of Basic Policy
2.Republic Act No. 3720, as amended, or the Food, Drug, and Cosmetic Act, Section 29 on
Publicity
3.Republic Act No. 9211 or the Tobacco Regulation Act of 2003:
1. Section 13: Warning on Cigarette Packages
2. Section 14: Warning in Advertising
3. Section 34: Information Drive
4. Section 35: Instruction on the Hazardous Effect of Smoking as part of School
Curricula
RESPONSIBILITIES TO
CONSUMERS
•To supply better quality goods at the right time at a reasonable price
•To provide after sale service on the basis of nature of a product
•To provide information about the changes introduced by the business
•To take necessary steps to improve quality, reduce price and develop the
network for distribution
•To avoid unfair trade practices like black marketing, adulteration, false
advertising etc.
COMMUNITY RELATIONS AND
STRATEGIC PHILANTROPHY
 COMMUNITY

As those members of society who are aware of, concerned, or in some way affected by the operations and
output of an organization. Because community is difficult to define and delineate, it does not always receive
the same level of acceptance as other stakeholders.
COMMUNITY
RELATIONS
The organizational function
dedicated to building and
maintaining relationships and
trust with the community
 Common Myths About Community
Relations
• Support of political and regulatory officials is not • The local community does not impact
needed. our success.
• We will cause a problem for our company if we
engage in community relations.
• The community has no expertise on our decision and • Spending time with the community distracts from t
actions. economic success of the firm
• Engaging the community will delay us in finding the
right solution.
• Community officials have no concern for the cost
solutions to issues.
• We serve the community simply though employment
opportunities and paying taxes.
• Our only focus is national and global
relationships.
• Community relationships involve only public
relations.
 Philanthropic Contributions

FOUR BENEFITS TO SOCIETY:

1.Improves the quality of life and helps make communities

places where people want to do business, raise families,
and enjoy life
2.Reduces government involvement by providing assistance to
stakeholders
3.Develops employee leadership skills
4.Helps create an ethical culture and the values can act
as a buffer to organizational
Strategic Philanthropy
The synergistic use of an organization’s core
competencies and resources to address key
stakeholders’ interests and to achieve both
organizational and social benefits
Strategic Philanthropy and
Social Responsibility
Companies often consider philanthropy after meeting financial,
legal, and ethical obligations.
• Strategic philanthropy is often viewed as an investment that is
tied to business strategies and implementation.
• By incorporating philanthropy in strategic planning, the company
can address the needs and concerns of key stakeholders.
• Greater organizational accountability has led to organizational
concern about performance and stakeholder accountability.
 COMMUNITY
STAKEHOLDERS

someone who has a vested interest in the

health, well-being, advancement and
success of the community.
Responsibilities to the Community

• Bringing job to the community

• Allowing employees to support themselves and their families
• strive to give both employees and the community advanced notice and
ECONOMIC ISSUES
offer placement services to help the community absorb employees who
lose their jobs.
• Improvements to infrastructure
• New technology

• legal obligations and standards Compliance

LEGAL ISSUES
• License to operate
Responsibilities to the Community

• Confidentiality
• Consent (Consent to sharing of information, Informed consent for services,
treatment, research, or program conditions, Community consent)
ETHICAL ISSUES • Disclosure (Disclosure to participants of the conditions of the program they're in,
Disclosure of participant information to other individuals, agencies, etc. , Disclosure
-- by the program and by the affected individuals )
• Competence
• Conflict of interest.
• Grossly unethical behavior

• Perceived Motivations
PHILANTHROPIC • Greenwashing and False Claims
ISSUES • Insufficient Transparency and Accountability
• Resource Allocation and Management
• Potential Conflicts of Interest