Enabling Business, Empowering Consumers

BRIEFING ON
CONSUMER
RIGHTS &
RESPONSIBILITIES
Christopher M. Diaz
TIDS, DTI-Bukidnon

Enabling Business,
Empowering Consumers

OBJECTIVES:
1. Understand the basic rights and
responsibilities of consumers;
2. Recognize the importance of being
informed consumers; and
3. Act as informed, educated and
responsible consumers.

Enabling Business, Empowering Consumers

CONSUMER
RIGHTS
Series of 2013

Enabling Business,
Empowering Consumers

BILL OF RIGHTS
On 15 March 1962, the late US President John F. Kennedy
gave focus on consumer related issues. The Bill of Rights
was later expanded by the United Nations (UN) into
eight (8) Basic Consumer Rights that we know today
Right to basic needs, Right to safety, Right to information,
Right to choose, Right to representation, Right to redress,
Right to consumer education & Right to a healthy environment.
These rights, when asserted, protect us from the market abuses
and social injustices which undermine them.

Enabling Business,
Empowering Consumers

Enabling Business,
Empowering Consumers

The RIGHT TO BASIC NEEDS is the

consumer right that guarantees
survival, adequate food, clothing,
shelter, health care, education and
sanitation.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Prioritize your needs

Right to Basic Needs: What to Docontinuationpage 2

Enabling Business,
Empowering Consumers

Look for quality, not the quantity

Be quality conscious, not brand conscious

Right to Basic Needs: What to Docontinuationpage 3

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Empowering Consumers

Do not engage in panic buying

During crisis or calamity, be vigilant in ensuring

that basic commodities are available in the
market and in your home

Enabling Business,
Empowering Consumers

Enabling Business,
Empowering Consumers

The RIGHT TO SAFETY is the

consumer right to be protected
against the marketing of goods or
provision of services that are
hazardous to health and life.

Enabling Business,
Empowering Consumers

WHAT TO DO?

If you are sensitive to some ingredients, read the

labels before using certain products;
Ask someone who knows how to operate the
products you intend to buy, when necessary;
Look for Product Certification Marks and other
distinguishing marks;
Keep certain products out of childrens reach

Enabling Business,
Empowering Consumers

WHAT TO CHECK
FOR IN LABELS?
The label may contain the
following:
Consume Before
Expiry Date
Best Before
FDA-Approved
Expires on
Caution/Warning Signs
and Symbols

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PRODUCT CERTIFICATION MARKS

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Enabling Business,
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The RIGHT TO INFORMATION is the

consumer right to be protected against
dishonest or misleading advertising
and labelling, and the right to be given
the facts and information needed to
make an informed choice.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Read the label

Look for the name and address of the
manufacturer
Before signing warranties or other documents,
read everything especially the fine prints
Ask the concerned agency
Visit the nearest DTI office or call DTI-Bukidnon at
088-813-2101

Enabling Business,
Empowering Consumers

WHAT TO LOOK
FOR IN LABELS?

Words such as
External or Internal
Precautions
Chemical contents of
the product
Limitations and expiry
dates

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Empowering Consumers

Enabling Business,
Empowering Consumers

The RIGHT TO CHOOSE is the

consumer right to choose
products at competitive prices
with an assurance of satisfactory
quality.

Enabling Business,
Empowering Consumers

With the consumer right to choose, a wide array

of goods and services with diverse brands, sizes,
shapes and colors, and with differences in price,
quality, and use are available in the market.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Read the labels or manuals of the products

Generic vs. Branded
Canvass before buying
Tester
If product testers are available, try them.
Be wary of special offers like free items or Buy 2
Take 1

Enabling Business,
Empowering Consumers

Enabling Business,
Empowering Consumers

The RIGHT TO REPRESENTATION

is the consumer right to express
consumer interests in the
making and execution of
government policies.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Take time to attend public hearings and

consultations
Be observant as to how consumer laws are being
implemented in your area
Propose to legislators policies/laws that will
ensure that the consumers would get the best
value for their hard-earned money

Enabling Business,
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Enabling Business,
Empowering Consumers

The RIGHT TO REDRESS is the

consumer right to be compensated
for misrepresentation, shoddy
goods or unsatisfactory services.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Go back to the store and look for the Consumer Welfare

Desk (CWD) to air your complaint
You have the right to 3Rs stated in RA 7394 Chapter III

Article 68 Item d: Repair then Replace or Refund

If the store is unresponsive, file your complaint to the

appropriate agency
Be sure to attend the mediation conference

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Empowering Consumers

WHAT ARE YOU ENTITLED TO?

Under the law, you are entitled to repair, then replacement
or refund if something you bought:

Is faulty or defective and you were not aware of it;

Does not do the job you were led to believe it
would do;
Does not match a sample you were shown; or
Was not as described on the box or in an
advertisement.

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Empowering Consumers

BUSINESSES CAN REFUSE TO

GIVE A REFUND IF:
You cant prove that you bought it (e.g. you
dont have a receipt)
You changed your mind about it
You have damaged it
You knew or should have known about a
fault when you bought it (e.g. second-hand)

Enabling Business,
Empowering Consumers

PROHIBITION ON THE NO RETURN,

NO EXCHANGE POLICY
Pursuant to IRR of RA 7394, or the Consumer Act of the
Philippines, specifically Title III, Chapter I, Rule 2, Section 7
of DAO No. 2, series 1993, the words

No Return, No Exchange
written in: - contract of sale

shall NOT be

- receipt
- sales transaction - anywhere in the store
to correct the misconception of a lot of consumers that they
do not have the right to return defective goods or demand
for remedies in case of defective or imperfect service.

HOW TO FILE CONSUMER

COMPLAINT

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COMPLAINT FORM
Name of Complainant:

Age:

Address of Complainant:

Gender:

Telephone No.

Name of Establishment:
Address of Establishment:
Telephone No.
Nature of Complaint:
Name/Brand of Product:

Narration of Facts:

How would you like your complaint to be settled:

Signature of Complainant

Enabling Business,
Empowering Consumers

Enabling Business,
Empowering Consumers

The RIGHT TO CONSUMER EDUCATION

is the consumer right to acquire the
knowledge and skills necessary to be an
informed consumer.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Read, listen, watch

Involve yourself

Participate in consumer-education activities

Look out for seminars, conferences, fora, trainings and public

hearings, symposia and integration of consumer education in
schools

Enabling Business, Empowering Consumers

RA 7394
(CONSUMER ACT OF
THE PHILIPPINES)
- to protect the interest of
the consumer, promote his
general welfare and to
establish standards of
conduct for business and
industry

Enabling Business,
Empowering Consumers

Enabling Business,
Empowering Consumers

The RIGHT TO A HEALTHY ENVIRONMENT

is the consumer right to live and work in
an environment which is neither
threatening nor dangerous and which
permits a life of dignity and well-being.

Enabling Business,
Empowering Consumers

WHAT TO DO?

Practice 3Rs of environmental protection

- REDUCE
- REUSE
- RECYCLE
Have an iron hand on polluters and violators
Conduct constant monitoring on natural resources

Enabling Business, Empowering Consumers

CONSUMER
RESPONSIBILITIES
Series of 2013

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Empowering Consumers

CRITICAL AWARENESS
is the consumer
responsibility to be
more alert and
questioning about the
use, price and quality
of goods and services.

Enabling Business,
Empowering Consumers

ACTION is the consumer

responsibility to assert
ourselves and act to
ensure that we get
a fair deal.
As long as we remain
passive consumers,
we will continue to be
exploited.

Enabling Business,
Empowering Consumers

SOCIAL CONCERN is the

consumer responsibility to
be aware of the impact of
our consumption on other
citizens, especially
disadvantaged or powerless
group, whether in the local,
national or international
community.

Enabling Business,
Empowering Consumers

ENVIRONMENTAL
AWARENESS is the consumer
responsibility to understand
the environmental
consequences of our
consumption. We should
recognize our individual and
social responsibility to
conserve natural resources
and protect the earth for
future generation.

Enabling Business,
Empowering Consumers

SOLIDARITY is the
consumer responsibility
to organize together as
consumers to develop
the strength and
influence to promote
and protect our interest.

Enabling Business,
Empowering Consumers

A well-informed
and vigilant
consumer
is the best
protected
consumer.

Enabling Business,
Empowering Consumers