THE Department of Trade and Industry (DTI) is finalizing operational guidelines for the Internet Transactions Act (ITA) that will help facilitate the handling of online consumer complaints and ensure fairness in e-commerce, a senior official said.

Trade Undersecretary Mary Jean Pacheco told The Manila Times that they were streamlining the online dispute resolution system by setting detailed standards on handling consumer concerns.

The DTI will serve as the central agency for all online transaction complaints, she said. "Consumers no longer need to navigate through different government agencies. They can file their complaints with the DTI and we will coordinate with the relevant agencies to resolve the issue," Pacheco said.

Signed into law by President Ferdinand Marcos Jr. in December last year, Republic Act 11967 or the ITA aims to provide comprehensive protection for both consumers and merchants engaged in online transactions.

The law's implementing rules and regulations (IRR) for the ITA were signed last May.

Pacheco said the ITA would benefit everyone who buys or sells online. "It provides a regulatory framework to protect consumers and merchants, ensuring that online transactions are safe and fair."

She said the ITA also categorizes and regulates different online business models, such as e-marketplaces, online merchants and e-retailers.

The official identified platforms like Lazada, Shopee, Facebook, TikTok, eBay and Amazon as those considered as e-marketplaces. E-retailers, meanwhile, are those with their own websites, while online merchants are those who sell products within e-marketplaces.

With the new law, merchants are mandated to provide accurate and complete information, including their name, contact details and addresses.

In addition, Pacheco said that the sale of regulated and prohibited products would be strictly controlled by requiring necessary permits and prohibiting unauthorized transactions.

In terms of sellers' protection, the ITA also addresses issues like fraudulent transactions and bogus orders, which have plagued online businesses.