PIA News Service - Thursday, November 1, 2012


DTI-Caraga bares benefits of establishing a Consumer Welfare Desk

By Jennifer P. Gaitano

BUTUAN CITY, Nov. 1 (PIA) -- The Department of Trade and Industry (DTI) Caraga briefed cellphone vendors on the benefits of establishing a Consumer Welfare Desk (CWD) inside their stores.

The orientation held Wednesday at the Barangay Imadejas Function Hall, this city was held in time with the conduct of ConsumerNet and Cellphone Sellers’ Dialogue cum Workshop, as part of the culmination activity of the Consumer Welfare Month celebration.

Mr. Elmer Natad of DTI-Caraga said that reputable firms attest that consumers who complained about their problem and received satisfactory results exhibited the highest degree of continued patronage.

“Consumer complaints serve as early warning signs that your business may be, just maybe, violating some Fair Trade Laws and provide you an excellent opportunity to correct the problem as soon as it crops up,” Natad said.

Natad also said that with the information gathered through the CWDs, it can help the store owners evaluate the quality of their products as well as the kind of service and public relations of their personnel.

“You will find that a well-managed CWD will improve and enhance your relationship with government agencies that have jurisdiction over business. In fact, your efficient handling of consumer complaints is a big load off the shoulders of government agencies,” Natad added.

Natad further emphasized that the CWD ensures that consumers are not referred from one person to another. The buck should stop at the CWD. It also provides standardized complaints form to ensure that all necessary information are elicited from the complainant, whether complaints are by mail, telephone or walk-in.

Also, data and information gathered from CWD records can be helpful to the business in a number of ways. A systematic analysis of complaints can help the store owners identify specific problems regarding their products, suppliers or employees help them avoid the same problem in the future.

Follow-up and record-keeping can identify bottlenecks and show consumers that their feedbacks are important. (JPG/PIA-Caraga)