Customer is always right; wrong, says DTI official as holiday season approaches
By Nina Jonalyn G. Diamante
BUTUAN CITY (PIA) — Consumers do not hold absolute authority in market transactions, an official of the Department of Trade and Industry (DTI) Caraga clarified, debunking the popular adage that “the customer is always right.”
“As much as we want to give our clients the assurance of excellent customer service and to make them feel valued, they too, are subject to our existing fair trade laws,” said Attorney Gemeniano B. Crisante Jr., chief trade and industry development specialist of the Consumer Protection Division of DTI Caraga.
Crisante made the statement during the Kapihan sa PIA on October 28, as the agency spearheaded the culmination of the Consumer Welfare Month. He noted the topic’s timeliness ahead of the holiday season, when market activities hit their peak.
“Instead of saying ‘the customer is always right,’ I believe it would be more appropriate to say that ‘the customer has rights and responsibilities.’ In as much as statements like this give us comfort as consumers and a sense of protection, there is no specific provision in our existing laws that says that the customer is always right,” Crisante added.
He warned that consumer rights, much like basic human rights, have limits. Relying on inaccurate statements could lead to unfair consumer practices or fraudulent acts that harm businesses.During the forum, Crisante outlined the eight basic consumer rights:
· 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
Echoing these points, Attorney Ranah May Galon-Odvina, attorney III of DTI Caraga, emphasized that consumer rights and responsibilities must go hand in hand to maintain equilibrium in the market.
She noted that these principles are enshrined in Republic Act No. 7394, or the Consumer Act of the Philippines, making them enforceable across the country.
Galon-Odvina highlighted the five core consumer responsibilities: critical awareness, action, social concern, environmental awareness, and solidarity.
“Now that we have been made aware of our rights as consumers, it is then our responsibility to put these into action,” Galon-Odvina said.
DTI Caraga reminded the public that while consumers enjoy legal protections, individuals must also fulfill their responsibilities to ensure a fair and healthy market environment for current and future generations. (NJGD, PIA Caraga)
