Filcore seeks tighter rules for delivery apps

Consumer advocacy group Filipino Consumers for Reform (Filcore) is calling on the government to impose tougher regulations on delivery applications as complaints over delays, missing or incorrect items, weak customer support, and questionable charges continue to mount.

Filcore said the most recent holiday season saw a spike in grievances, with consumers reporting late or undelivered orders, wrong products, unresolved complaints, unresponsive service agents, misleading branding, and hidden fees or billing discrepancies.

According to Filcore spokesperson Tracy Cabrera, much of the public’s frustration comes from the gap between what delivery apps promise and what users actually experience. 

Cabrera noted that these shortcomings affect not only customers but also delivery riders, who often take home meager earnings after covering their own expenses. This, he said, has fueled calls for clearer and more accessible complaint-resolution channels, including stronger involvement by government agencies such as the Department of Trade and Industry (DTI).

In response to mounting complaints, Cabrera said the DTI has introduced an Online Dispute Resolution (ODR) system as a quick fix. The platform allows consumers to file complaints electronically and enables parties to settle disputes without the need for physical hearings.

The ODR system, he added, is meant to complement existing offline remedies such as small claims courts and alternative dispute resolution (ADR) mechanisms, and is positioned as a key tool in empowering consumers and improving access to redress as the country’s digital economy expands.

Cabrera, however, noted that when it comes to delayed deliveries, many consumers have shown some degree of understanding, particularly when orders are still en route and not entirely lost. Delays, he said, are often caused by external and operational factors.

“Common reasons include carrier capacity, customs, holidays, labor shortages, or unexpected global events, with ‘delayed in transit’ meaning it’s moving, just slower. There are also logistical and supply chain issues, among them port congestion, carrier capacity, warehousing bottlenecks, and last-mile challenges, aside from weather and natural disasters: Severe conditions can halt air, sea, and ground transport,” he said.

He also pointed to situations that worsen during peak seasons or major sales events, when high demand overwhelms delivery networks. Other contributing factors include incorrect customer information, such as address or contact errors, customs and regulatory constraints, and labor shortages that limit the ability to pick, pack, and deliver orders efficiently.

In closing, Cabrera stressed that government intervention remains crucial, urging the DTI, the Bureau of Customs, and other concerned agencies to craft and enforce policies that will ensure stronger consumer protection amid the rapid growth of app-based delivery services. TRACY CABRERA