DOT eyes new board to handle complaints

The Department of Tourism is eyeing to create an industry adjudication board that will streamline its complaints handling process, given the rise in complaints received by the department in recent years.

In her presentation at the 4th Philippine Tourism Forum organized by the Philippine Tour Operators Association, DOT director for tourism standards and regulations Ma. Rica Bueno said the department is proposing the establishment of the DOT and Industry Fair Adjudication Board.

Bueno explained the proposed board will set a certain number of days for handling complaints the DOT receives.

“We are targeting for a simple complaint case about 30 days,” Bueno said, noting each case would have to go through investigation procedures.

“Our regional office would go to a particular establishment and check and do some interviews. There would be times when we would need to look at the cctv establishment,” she added.

The proposal was prompted by the rise in complaints received by the DOT, most of which are for tourist establishments not accredited by the tourism department.

Bueno said that most of the complaints received by the department prior to the year 2014 were mostly about services provided by online travel and tour agencies.

“We have noticed, starting last year and the latter part of 2015, the complaints have increased and it’s no longer confined to tour packages, or travel and tour agencies, but now, involves services provided by accommodation establishments,” Bueno explained.

While the adjudication board is still in the proposal stage, Bueno said the department is targeting to finalize its framework and mechanics within the year.