DTI sets guidelines for handling consumer concerns online | TMT Newsroom
DTI sets guidelines for handling consumer concerns online
Trade Undersecretary Mary Jean Pacheco discusses the operational guidelines for the Internet Transactions Act (ITA) that will facilitate the handling of online consumer complaints and ensure fairness in e-commerce. The official said during an interview at The Manila Times Newsroom that they were streamlining the online dispute resolution system by setting detailed standards in handling consumer concerns.
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Trade Undersecretary Mary Jean Pacheco discusses the operational guidelines for the Internet Transactions Act (ITA) that will facilitate the handling of online consumer complaints and ensure fairness in e-commerce. The official said during an interview at The Manila Times Newsroom that they were streamlining the online dispute resolution system by setting detailed standards in handling consumer concerns.
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Check out our Podcasts:
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Apple Podcasts - https://tmt.ph/applepodcasts
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NewsTranscript
00:00Good morning, I'm Ben Critz and this is TMT Newsroom.
00:09I'm joined today by Janine McGill, our trade reporter for the Manila Times, and we are
00:15also joined this morning by Undersecretary Jean Pacheco of the Department of Trade and
00:20Industry who is here to talk about the Internet Transactions Act of 2023.
00:26Thank you for that very warm introduction about being dynamic and all, so thank you
00:31for that.
00:32So, the Internet Transactions Act is a new law, it's been signed by the President last
00:38year, December, and it's a very relevant law because all of us here, I mean, you know,
00:44if you buy in the Internet, I'm sure you buy online, right?
00:48Then this is the law for you.
00:49You need to know this law.
00:52It's a law that provides protection for both consumers and merchants on those engaged in
00:58Internet transactions.
01:01And basically that's it.
01:02If you are engaged in the buying and selling online, then you need to know the rules.
01:07Okay.
01:08Well, let's talk about some of those rules.
01:12First of all, from a business perspective, what does the ITA, let's just call it the
01:22ITA so we don't have to say all those words every time, what does the ITA do exactly in
01:29terms of defining online business and regulating what goes on from the business side?
01:41This is actually my favorite part when we actually describe e-commerce or the scope
01:48of the law because, you know, the normal person would look at e-commerce and then they would
01:54say it's about Lazada or Shopee.
01:57That's e-commerce, right?
01:59But you know, one thing that I learned in the beginning, that when you say online businesses
02:04or Internet transactions, really there are different business models.
02:08So this particular law identifies those business models.
02:12For example, you know the difference between brick and mortar and digital or e-commerce
02:20is it operates through a platform, right?
02:23You link the buyer and the seller through a digital platform.
02:27So digital platforms are defined in the law, but most especially this law is more or less
02:37specific on e-marketplaces, online merchants, and e-retailers.
02:43So what are these?
02:44Again, digital platforms, they link buyers and sellers.
02:48So e-marketplaces are the likes of, yes, Lazada, Shopee, Facebook, TikTok, eBay, Amazon.
02:58So those are e-marketplaces where a buyer, you can buy from those platforms.
03:05Now, you are called an e-retailer if you have your own website and you go directly.
03:11You have a brick and mortar.
03:13You are S&R, you are SM, right?
03:17You have a retail store and then you go directly to the consumer via your own website.
03:25Then you are an e-retailer.
03:27And then there's the online merchant.
03:31The online merchant is the one that we buy from inside the platform.
03:37So you go to your favorite marketplace, what do you buy?
03:41You buy a piece of clothing.
03:43You go to a certain store that's selling inside the marketplace.
03:47So that's what's called an online merchant.
03:49So this law provides the rules and the regulatory framework on these kinds of business models.
03:57They are given, it's very clear in the law what the obligations are and what the penalties are.
04:04And of course, it provides the obligations.
04:08I mean, when you buy or you sell online, there are some conduct of behavior that we know,
04:18we hope that we would strengthen through this particular law.
04:23Okay.
04:23Well, speaking in terms of how it's defined, there's a couple of examples I just thought of
04:34that might fall through the cracks.
04:38For instance, somebody that might be considered an online retailer but does not have a physical
04:46presence, whose business is purely online, you order through their website.
04:51I'll give you an example of that.
04:53There are, because I like my Western Hemisphere diet, there are a number of food specialty shops
05:04that exist purely online.
05:05They do not have a location.
05:08So is there a niche that defines those?
05:12And the other one that I thought of, and maybe there's a simple answer to this question,
05:18but a platform like Locanto, for instance, where people can just post things, which is
05:26similar to Facebook Marketplace, just private individuals posting things for sale.
05:32How does that fit into it?
05:34So the law is quite clear.
05:37If you sell online, then that is part of the law.
05:45So in this particular case, it doesn't matter whether you don't have a brick and mortar or
05:48you have a brick and mortar.
05:49If you sell online, that's a business, and that is covered under the law.
05:54You need to comply with the requirements under the law.
06:01So what are some examples?
06:03I know I've read through the documentation, and it is quite extensive, so it would take
06:11a lot of time to explain everything and would probably put everybody to sleep.
06:16Can you give us some simple examples of the key points, the key regulations that people
06:24doing business online need to follow?
06:27And this is probably the time where I'd sort of make a pitch to all of those sellers out
06:34there.
06:35Now that the law is in place, we'd like to make this call for all of you here, all of
06:40you watching who are selling online, you need to follow certain rules.
06:45And number one, how this all started is that the Department of Trade, we get a lot of complaints,
06:52no?
06:52We got a lot of complaints about buying online, and then when we track them down, they're
07:01no longer there.
07:03It's easy for them to just basically disappear or change their names.
07:08Under this law, that will definitely be prevented because now one of the things that's important
07:18in the law is that the merchant should provide relevant information.
07:24So we need to make sure that the platform, when the merchant is in the platform, they
07:30have to make sure that, of course, the name of the merchant is there, the contact person,
07:36the number, the address of the person.
07:39And then you just cannot just sell everything online.
07:46They have to remember that under the law, it's very strict that only those that you
07:51can sell, you can sell.
07:53But if it's a regulated product, that means to say you need a permit for that.
07:59And if it's a prohibited product, definitely you can't sell it.
08:02Now, there are many regulated products that means to say you can sell it only when you've
08:10been issued a permit.
08:11You know, my favorite example is chainsaw.
08:15You know that chainsaw, you cannot just buy chainsaw nor sell chainsaw online.
08:22So if there's any one of you that you see, you report it to the Department of Trade.
08:28I have no need for a chainsaw, but I would not have guessed something like that.
08:33Why is that particular example regulated?
08:37I mean, of course, things like cosmetics and food supplements and things like that, which
08:42are regulated by the FDA.
08:44Of course, that makes sense.
08:45But why would it be something like a chainsaw?
08:47Tools.
08:48It's a tool.
08:49So people use it for tools.
08:52And I mean, you can buy anything online, you know.
08:55But in this particular case, as we said, it's a safety and health standard.
09:03And there's a law by the Forestry Management Bureau that that tool cannot just be given,
09:09authorized to be sold by anyone, except if you're authorized to do so.
09:14Of course, I have another example because during the pandemic, I became a plantita.
09:21You know, I wasn't into plants.
09:23So did I.
09:24Yes, you know, I would.
09:27We all got bored.
09:29Yeah.
09:30Did you notice that I would buy all of this, what do you call this, where you put the vases?
09:37And of course, some sell fertilizers.
09:40You can't buy fertilizers if you're not allowed to sell those fertilizers.
09:47There are merchants out there who buy in bulk, and then they put it in small
09:56soup pots, and then they sell it.
09:58That's not allowed if you're not accredited.
10:00So those are the things.
10:02And there are a lot.
10:03We actually have a list of them.
10:06I can think of some examples, too, because my daughter and I, we have an aquarium hobby.
10:13And there are a lot of products associated with keeping fish in aquariums that
10:20fall under that category, too.
10:23So that makes sense.
10:24That raises another interesting question.
10:27In just those couple examples, you've mentioned things that are regulated by FDA,
10:37by the Department of Agriculture, or by, you know.
10:39That's right.
10:41The National Telecommunications Commission.
10:45So how many different agencies are involved in actually making this work?
10:56Because there would have to be a lot of cross-checking.
10:59That's correct.
11:00Done and things like that.
11:01And what's the framework for keeping all of that organized?
11:06So I think, you know, we've had about, my last count, it's about 15 departments, I think.
11:13But there are about, of course, in the department, you have agencies under those departments,
11:17right?
11:19So like the Fertilizer and Pesticide Authority is under the Department of Agriculture.
11:24The FDA is under the Department of Health.
11:26So there's like a lot, about 15 departments, if I'm not mistaken.
11:30Then, of course, there's the Philippine National Police that's also involved here.
11:35The National Privacy Commission.
11:36So really, the entire ecosystem of e-commerce.
11:39And so what's the framework exactly because of the law?
11:45The law provides the power to the Department of Trade and Industry
11:49to sort of be, to have regulatory jurisdiction over digital platforms.
11:54But these are all ancillary to those that have certain mandates.
12:01So because of the, you know, we always hear about a whole-of-government approach.
12:07This is what it is about.
12:08It's a whole-of-government approach.
12:10But for a better user experience for the consumer, you don't have to go to,
12:17if it's an online complaint, you don't have to go to each and every agency.
12:21You just go to the e-commerce bureau.
12:22You go to the Department of Trade and Industry.
12:25We'll take care of you.
12:26We'll be the one to sort of navigate your complaint to the proper agency of government.
12:32And the beauty of this law is that, because as you very well know,
12:37it used to be that each agency of government would really have the mandate, right?
12:42So if you have a problem with food or pharmaceuticals, of course, you go to the FDA.
12:50If you have a problem with maybe beer plant industry or, you know, yeah.
12:56So different agencies of government, then you go to that,
12:59and that particular agency of government responds to it or resolves your complaint.
13:03But now, you go to the Department of Trade and Industry.
13:07Then the Department of Trade and Industry, through the e-commerce bureau,
13:12we give it to the proper agency concerned.
13:15But here's what the law is saying.
13:17We need to track them down.
13:19We need to make sure that we monitor them.
13:22So even if I, as the e-commerce bureau, receives your complaint about chainsaw,
13:29or maybe fake, because that's another one, too.
13:32That's a violation on our intellectual property.
13:35So you complain to me about you thought that it was authentic,
13:43but it turns out that it isn't, right?
13:45So you make a complaint, and then we pass it on to the intellectual property office.
13:51Then the brand owners really determine as such, and then that's the rule.
13:56We need to make sure, the DTI needs to make sure that your complaint has been acted upon.
14:04So that's one of the good things about this particular law.
14:08Is that process covered under, like, for instance, the Anti-Red Tape Act,
14:13where there's time standards for, you know, for how matters should be dealt with?
14:19Yeah.
14:20I would say I buy some fake products for one of my fish tanks, and I complain to you.
14:27How long?
14:28How long can I expect it to take before I hear a response about what the resolution was?
14:35I must admit that the law has just been passed recently,
14:37and the guidelines also just approved recently.
14:40So there are many, many more guidelines.
14:42Like this particular specific issue that you're referring to,
14:46this would need, again, another set of guidelines,
14:49because it will provide certain standards.
14:52So we know that under the EODB Act, if it's a simple transaction, it's three days.
14:57If it's complex, it's seven days.
15:00And if it is highly technical, it's about, I think, 20 days, right?
15:05So we have to make sure that we use those standards.
15:09But again, as you can see, there are different laws, rules,
15:14or regulations per particular commodity.
15:17So this is something because, as you said, there are many, many agencies of government.
15:20But I think we all abide by that rule that we need some standards.
15:27And I can tell you that under the Internet Transactions Act,
15:31that's what we need to do.
15:32We need to make sure that it won't take you a year to get the complaint.
15:40Let me pick maybe a simpler example.
15:44I buy something.
15:46It's defective.
15:48So I return it to the seller.
15:51And a week has passed, two weeks have passed,
15:55and I do not have a credit back on my credit card.
16:00So I complain, hey, I think this is taking an excessive amount of time for a refund.
16:05How long would something like that take?
16:07Okay, so as I said, again, the details,
16:09because this is already part of a complaint system.
16:12So there's also a bit of some standards in terms of number of days there.
16:17So I'll get back to you because we need to issue those guidelines.
16:22But what I can say that everything should be under RA111032,
16:28which is the Ease of Doing Business Act.
16:30So that should be the standard that we should all follow.
16:32But again, this particular complaints resolution system
16:36that involves everyone should be included.
16:41But we're confident.
16:43Why?
16:44Because this has to be digital.
16:46This has to be online.
16:47It has to be faster than normal.
16:49But let me just go with what your example is.
16:52Because when you made your example,
16:56you hit it right on the nail, right?
16:59Because that's what the law says.
17:01When you have a complaint and you buy it through a platform,
17:04the first thing you need to go to is where you bought it from.
17:08So that's, in fact, what's it in the law.
17:11To allow government not to clog everything, right?
17:15Right.
17:15Well, I mean, that's a matter of fairness, too.
17:18And I mean, I think that applies no matter where you shop,
17:22is that the person that sold it to you should be given the opportunity to make it right.
17:28If they don't, then no.
17:29That's right.
17:30Because, of course, the practicality of it is that many of the Filipinos,
17:36they really go straight to government and really complain.
17:40But this law is quite specific.
17:42Number one, we're seeing that all the platforms
17:46must make sure that they have a redress system.
17:49They have to make sure that there is a consumer complaints mechanism in place.
17:55So when you complain, you buy it from them, they should address it first.
18:00If they don't, or when they don't, then definitely you have to,
18:05you certainly can come to the government, to the e-commerce bureau.
18:08And the thing about it, the law also provides an online dispute resolution system.
18:16So you file your complaint to the department.
18:20We will have the online, the dispute resolution.
18:23It's online.
18:24You don't have to go to the office.
18:26Yes, and this will sort of minimize the time.
18:29Hopefully make it faster.
18:31And that one is in place.
18:32And then I'll be able to track it, look up my complaint and see where it's.
18:37That's correct.
18:39But again, I have to tell you, this is still a system development.
18:43We are now in the midst of trying it out in the Department of Trade.
18:47And once we've tried it out in the Department of Trade,
18:49it would hopefully sort of easier to connect all.
18:54The Department of Justice, the Department of Agriculture, the Banco Central.
18:58So that's the greater vision.
19:01Okay.
19:01I think Janine has a few questions, so I'll let her go.
19:04You said you've been mentioning protection for the consumers.
19:07So how about the protection for retailers, especially for the micro and small enterprises?
19:15Many of the, I must admit that there really is a lot about consumer protection,
19:24but really the Internet Transactions Act speaks both of consumer protection and merchant protection.
19:33Because it's always about keeping our eye on the ball.
19:38And what's that?
19:39We need to build trust.
19:41We need to build trust in e-commerce.
19:43In the same manner that we are encouraging consumers to buy online.
19:50Don't worry, it's safe.
19:52You're protected.
19:54It's more reasonable.
19:55You have more choices.
19:57In the same way, we're telling the merchant, please do sell.
20:01Because when you sell, there are many, many advantages.
20:04And under this law, we can, in fact, help you grow your online businesses.
20:10So first of all, let's talk about the protection aspect.
20:14So in this law, there is, in fact, we've done like a code of conduct for online consumers.
20:22I'm sure you've read or heard of this situation one time.
20:28Some news that one person ordered many, many things all at the same time.
20:36Was it milk tea or something?
20:38They ordered a lot.
20:39And then all of a sudden, in many, you see the last mile delivery providers in their motorcycles
20:46going to one place and then only to find out that no one from that place ordered it.
20:51It was a bogus order.
20:53You can't do that now.
20:55We're telling everyone, the consumers, you can't do that now.
20:58Especially on food or perishable items.
21:01If you order online and you've paid for it, then you must make it through.
21:07Except, of course, when you've not paid for it and there's a little bit of an agreement
21:11with the seller, right?
21:13But if it's already on the way and then it's already with a motorcycle rider and you're
21:23supposed to pay the motorcycle rider, you need to pay the motorcycle rider because there
21:29are penalties attached with that if you do that.
21:33That's not a good practice.
21:34So then we also are saying here under the law, what are the merchant protection?
21:42So, of course, number one is there are certain tools, many tools, in fact, that are incorporated
21:49in the law that will be for the benefit of merchants.
21:53For example, a trust mark.
21:56So we are encouraging the legitimate merchants.
22:00Of course, if you're legitimate, you'd like to have the trust mark in your site, in your
22:06website.
22:07So if you are a legitimate merchant, we will give you the trust mark.
22:12There's a provision on the trust mark which is to be run by the private sector, but this
22:17is a partnership with the government sector.
22:20So you want that trust mark because if you have the trust mark, consumers like me will
22:27look for that trust mark and I will buy for those with the trust mark.
22:32So that's part of building trust.
22:34So under the law, we're providing certain mechanisms so that merchants will likewise
22:40be protected, right?
22:43There are also other tools like the online business database, which is also good for
22:49both merchants and also good for consumers.
22:53Before you buy something online, and the online business database is already working, before
22:59you buy, please check it with the online business database.
23:03If it's an online business database, that means to say that, A, that merchant that you're
23:09buying from has fulfilled all the requirements under the law relative to the permits and
23:16the licenses that it should carry.
23:19So those are, I mean, the information's there and all that.
23:21So that's a good, that's the good thing about having an online business database.
23:26Sir, you said you've mentioned the trust mark.
23:30So how would this trust mark work?
23:32Trust mark?
23:33Yes, it's a trust mark.
23:35Again, it is, we're very excited.
23:36It is still a work in progress.
23:39But, you know, even while, you know, the law, even while the law was still being deliberated
23:44on, we would study best practices from other countries.
23:48There's one that I, that really resonated with us.
23:52This is Confianza Online.
23:55We got that from APEC before, and this is something run by the private sector.
24:03We believe that, you know, private sector is more agile than government.
24:08So this is the reason why we are, that's even in the law, that it will be private sector
24:15and the department who will work together to make this happen.
24:18So we are now, as I said, the law still needs a lot of regulation that we need to issue
24:28so that we can still, you know, finalize, you know, some of the details.
24:33But that is how it would work.
24:37It would be that, for instance, you are a merchant, and as I said, if you are a merchant
24:43selling online, you would like to have a trust mark.
24:47You'd like to have that trust mark.
24:48Why?
24:49So that if you are, say, selling clothes, right, then, or anything, any good whatsoever,
25:01I will have to sort of compare.
25:03I'd rather buy with someone who's legit rather than without a trust mark where,
25:10I don't know, right?
25:11So again, that's part of building trust.
25:13Um, that made me wonder about something.
25:22Does the trust mark help to protect merchants against spurious complaints from consumers?
25:32Because that happens sometimes.
25:33That's right.
25:35You know, a merchant can get their reputation ruined by getting bad ratings, you know,
25:41from people who, you know, one disgruntled customer, you know, the old saying, they'll
25:44tell 20.
25:47You know, so does that help you?
25:50Does that help you sort out, you know, malicious complaints from consumers?
25:56And it's not quite in the same vein.
25:59But one thing that I'm really wondering about is that people may be listening to this, you
26:07know, and we have platforms like Facebook Marketplace and TikTok, I guess, I don't mess
26:12with TikTok much, but Facebook Marketplace is very accessible.
26:16You have one thing in your house that you want to get, you want to sell a piece of furniture
26:21or something like that.
26:22You're not, by any stretch of the imagination, an online seller.
26:28You're just a person who has, you know, something to sell once.
26:33Do consumers have to be concerned about doing that sort of thing now?
26:39And what do they need to know, you know, in order not to run afoul of the regulations
26:47if they're just innocently selling an old TV or an old couch or something of that nature,
26:55you know, in an amateur sense, I guess.
26:58So let me answer the first question first.
27:01You did ask about whether merchants are protected through the trust mark, assuming many, we
27:07may know these practices about, you know, just being mean about it and giving dishonest
27:14feedback, just maybe because you don't like the way she sounded.
27:20So the trust mark really is about making sure that that particular merchant is compliant
27:27with the regulatory or compliance requirements, right?
27:31So but, you know, you also did, it reminded me of the important part, again, of the law,
27:39which is really the advocacy part of the law.
27:43You see, in the law, this I mentioned about setting the code of conduct for online consumers
27:53because what we want to do is to use the power, and that's why we're, you know, we really
27:58want, we need the help of media here to really inform the consumers about the way they should
28:08conduct themselves in order for us to really grow e-commerce in this country.
28:13Because if they keep doing that, the sellers and the merchants, they will stop selling.
28:19They will stop selling.
28:20And that's not what we want.
28:21So you see, we do have a code of conduct for online consumers here.
28:26And, you know, this code of conduct for online consumers, we ask the help of the retailers
28:31themselves, they who have been victimized by not so good customers, you know.
28:41So in this case, they did say that we should make sure that we have, we should encourage
28:48responsible feedback, to provide honest feedback.
28:52This is what the retailers are saying.
28:55So we need to put this in many places, tell people, tell consumers that you need to behave
29:02properly as well.
29:03If you really want to grow e-commerce, which we should, because, you know, it's really,
29:09you know, it's quite competitive.
29:12You get more choices, reasonable prices, and it's more convenient, right?
29:18So we want our merchants to go into e-commerce.
29:20So I guess the answer to that question is, what we'd like to do is really to make sure
29:27that we increase the advocacy on all of this.
29:30That's one of it, especially in providing good feedback.
29:34But as I said, the penalties on the consumers, really, actually, when these things happen
29:39already, like, you know, the delivery.
29:41So now let's go to the next question.
29:43I believe it's about, this is the next question.
29:46It was about consumer.
29:48Casual sellers.
29:50Casual sellers.
29:50Okay.
29:51So the thing about it, and this, again, is an announcement, that this law only covers
29:58B to C and B to D.
30:01So C to C, which is how you describe yourself, selling your loved goods, it's only, that's
30:10not your business.
30:12So you're not covered under this law.
30:14So the law would only pertain to the platform that is hosting the C to C, you know, transactions.
30:24Not the buyers and sellers themselves.
30:26But like, for instance, you would be, the law would be concerned with what Facebook
30:30Marketplace is doing, not all the individuals that are, you know, that are not actual businesses.
30:37Okay.
30:37So why don't I clarify that?
30:40Okay.
30:41So all the digital platforms, they're covered, right?
30:44So even if you're Facebook, you're TikTok, right?
30:49You are covered under this law, right?
30:52Right.
30:52So if you are a merchant selling on Facebook, you are covered.
31:01But if you're an individual selling on Facebook, then it's up to Facebook to make sure that
31:07you are following the rules because Facebook has to follow the rules that the law provides,
31:13right?
31:13So we're saying that the rules apply to both Facebook and the one selling in Facebook.
31:21Because the one selling in Facebook is called the merchant.
31:25Facebook would be the social media platform.
31:28So I did catch you say about individual, right?
31:32Right.
31:32Remember that a sole proprietor is an individual, right?
31:37So say, for example, that you're selling cupcakes, right?
31:43Right.
31:43So even if you're selling cupcakes, it's already your business.
31:47Right.
31:48Yeah.
31:48Then it's already a business.
31:50That's a business.
31:51Then you're covered under this law.
31:53Now, if you're only selling, say, as I said, your used clothing that, you know, your used
32:01bag that you want to sell it.
32:03You have an old Louis Vuitton.
32:06You do it just once in a while.
32:07Replacing my phone.
32:08You want to replace your phone.
32:10That's right.
32:11But if you start selling your car every week.
32:15Of course.
32:15And it's the same kind of car.
32:19So people who just, you know, who just are doing that, you know, hey, I have clutter.
32:25I'm going to, you know, have an online yard sale, so to speak.
32:29They don't have to worry.
32:31That's great.
32:31You know, there's a bunch of new rules.
32:33That's correct.
32:34Yes, yes.
32:35They don't have to worry about that.
32:37Okay.
32:37But just as long as you are doing yours.
32:42I'm not a lawyer.
32:44So they have this term about ordinary course of business.
32:47Are you a lawyer?
32:48No, but.
32:50They use this term about ordinary course of business.
32:52So this is what you do.
32:54It's a regular thing that you do.
32:56Okay.
32:56Then, so as I said, if you're selling cupcake.
33:01And people, you know, people buy your cupcakes all the time.
33:05Yeah.
33:06Then you are in the business.
33:07That would be an obvious business situation.
33:08That's right.
33:09That's right.
33:10Do you have any more questions about this?
33:12I think Secretary Pascoe also mentioned that the ITA would also support the creation of
33:19the e-commerce roadmap.
33:20So do we know more about the progress of the roadmap?
33:23Oh, yes.
33:24The roadmap has actually been launched already.
33:28And this is really the sort of the blueprint.
33:32As I said, e-commerce, when DTI, during the COVID, you know, we were really promoting
33:43e-commerce even before COVID.
33:44But it was very difficult because the people didn't want to buy online.
33:48You know, we were all scared.
33:50I mean, I didn't know how.
33:52I didn't know Lazada.
33:53But when COVID came and we were all in lockdown, everybody went to e-commerce, right?
34:00So at that time, what DTI wanted was really to promote the growth of the e-commerce sector
34:07because of the fact that simply this is really an opportunity.
34:12It's a potential for growth.
34:14And not only can we sell here, it's very easy, again, to do cross-border.
34:20So really, we always say that the barriers of entry is much, much lower here.
34:25So we came out with what we call an e-commerce roadmap.
34:30The first roadmap was 2022.
34:33And we had a tagline then.
34:35The tagline then was basically the key message of that old roadmap.
34:41We said, basta e-commerce, madali.
34:46You speak?
34:47Yes.
34:48So when you say madali, as it is, it's really like convenient, easy, right?
34:57Fast, right?
34:58So that's e-commerce.
35:00It's speedy.
35:01It's convenient.
35:02It's safe.
35:02So that was our message there.
35:05Don't be afraid.
35:06You know, e-commerce, we're secure.
35:09But we did say madali.
35:10Basta e-commerce, madali.
35:13You know, we in government, we're all into these acronyms and all.
35:18So madali, which is easy in English, also translates to us in DTI as market access,
35:29digitalization, and logistics integration.
35:33That's ma-da-li, see?
35:37So we don't need to memorize the strategies because all we need to memorize is
35:43madali, market access.
35:44What do we mean?
35:45We need to make sure that our small, medium enterprises, they try to be on boarded these
35:52platforms.
35:53Digitalization.
35:54This is basically not digitization, digitalization.
35:58The digital transformation of small businesses.
36:01And the third one is LI, logistics integration.
36:05You know, you can order, but you need, you cannot get the flowers on your screen, right?
36:15Or virtually.
36:16You order flowers, but you expect those flowers to reach whoever you will send those flowers
36:23to, and that's through last mile delivery.
36:25So you have the grabs, the food pan, the delalamus, and all of that.
36:30So that's all part of the roadmap.
36:33Now we have upgraded the roadmap.
36:36We have a new roadmap.
36:37It's called the 2028 e-commerce roadmap.
36:41And we've retained, you know, we follow a certain approach.
36:49You know, we need to build up on the old roadmap.
36:53Three years is too short a time for us to finish everything that we wanted.
36:58So we accelerate, we will continue, and we will expand the e-commerce promotion of our
37:09country under the new roadmap.
37:12So in other words, our new tagline now is, basta e-commerce madali, easy na exciting pa.
37:22So why is it easy?
37:23Of course it's easy.
37:24Why is it exciting?
37:26Because under this new roadmap, our secretary, you know, has in fact really outlined the
37:32importance of innovation and inclusion.
37:36So you can see now in the roadmap that we are really leveraging on the power of the
37:40youth, the women.
37:43We need to make sure that the senior citizens and persons with disability are the vulnerable
37:50sectors.
37:50And then on the development side of it, we are very happy because we would like to engage
37:56more.
37:57Of course we do e-commerce selling online, but there's more, you know, there's more
38:00in e-commerce.
38:01We want to promote online travel, you know, and of course when you go via Airbnb, right?
38:07So that's the Department of Tourism.
38:09Or you want to go agri-tourism, you know, we can bring you to Nueva Vizcaya and you
38:14do your picking, your orange picking there.
38:17That's agri-tourism.
38:19And you just have to book.
38:20So those are under e-commerce and that's something that we are really looking forward
38:25to.
38:25So even online media, there's a lot of potential for our creative sector.
38:32We want to make sure that those who are creative, the ones who compose the songs, the videos,
38:40the animation, they should get paid properly.
38:43And this is again part of the e-commerce roadmap.
38:47I think that last part is probably something that's a little bit dear to most of us in
38:53this building, given our line of work.
38:57We could probably go on and on about that.
39:00And I realize that DTI has many, many other projects in the works, so we're going to
39:05have to have you back sometime to discuss some of those other things.
39:10We have just a moment or two left.
39:12Do you have any last message for the consumers in particular?
39:18Because I think that the business sector probably understands this a little bit better than
39:24the consumer side would.
39:26So yeah, anything that you want to leave with them before we wrap it up.
39:33Okay, so of course what we're trying to tell the consumers is that we want an empowered
39:39consumer.
39:40You remember, you have your rights.
39:43You practice those rights.
39:45So if you have a complaint now, especially if it's an online complaint, it's a complaint
39:51against an online transaction that you've had.
39:54You go to the Department of Trade and Industry, call the e-commerce bureau.
39:58Sometimes people don't proceed with a complaint just because it's like a small quantity,
40:03and you'd think that, oh, it's just too much inconvenience on my part.
40:08But remember, that thing that happened to you might happen to someone else, right?
40:12So why don't you try the system?
40:15If you have a complaint, if you are a victim of any scam or if you're not happy with what
40:24was agreed to you, if they did not deliver what they said they would, then that is, you
40:30have a right to make a complaint.
40:32We urge you to be proactive, empowered, and simply invoke your right as a consumer.
40:41But of course, with those rights, you also have responsibilities.
40:46Remember that we are promoting e-commerce in this country, and as I said, the basic
40:54goal is to increase the number of people selling online and the people buying online.
41:04Because if we have both people buying and selling online, there's an economic contribution
41:12out there plus the jobs that will be there.
41:15So if you don't contribute to the trust portion, such as you abuse the merchant, then that's
41:29not something that we're encouraging.
41:30So there are many, many code of conduct or requests that we would like to give the consumers
41:43respect for intellectual property.
41:46What we'd like is really for making sure that you're giving honest feedback.
41:50So many, many.
41:52And as I said, a consumer, you have a right, but you too have your responsibilities.
41:57I'd like to thank our guest, Undersecretary Jean Pacheco of the Department of Trade and
42:01Industry for joining us on this edition of TMT Newsroom, along with my colleague Janine
42:08McGill.
42:09I'm Ben Kritz.
42:11Thank you and good day.