Our internal redress mechanism for handling customer complaints and disputes in compliance with Republic Act No. 11967 (Internet Transactions Act of 2023).
As a CORPORATION operating under the name KNM UNIPRINT CORPORATION, we are committed to fully complying with Republic Act No. 11967, the Internet Transactions Act (ITA) of 2023, along with other applicable laws and regulations. In alignment with the principles of fair, transparent and accountable digital business practices, we hereby commit to establishing and implementing an internal redress mechanism within our organization.
This mechanism shall be clear, effective and responsive, and shall be designed to promptly address and resolve consumer concerns, complaints and disputes in a manner that upholds the rights of consumers while fostering trust and confidence in our digital platforms. We recognize the importance of consumer trust in the growth of e-commerce and affirm our responsibility to act in good faith, with diligence and fairness, in all transactions and engagements with the public.
Customers may file a complaint and submit the Complaint Form (Annex A) through any of the following official channels:
To facilitate efficient handling, please include your full name, invoice or transaction number, date of transaction, and a detailed description of the issue.
All complaints will be acknowledged within 1-7 business days. An initial response will confirm receipt and outline the next steps in the resolution process.
Each complaint will be reviewed thoroughly. We will validate the facts and determine the most appropriate action. Depending on the complexity, a resolution will be provided within 1-2 business weeks from acknowledgment.
After providing a resolution, we will confirm with the customer whether the issue has been satisfactorily resolved. All complaints and actions taken are documented for future reference and service improvement.
In case the customer is not satisfied with our proposed resolution or action taken, he/she may escalate the matter to relevant consumer protection agencies such as:
Email:ecommerce_complaints@dti.gov.ph
Consumer Care Website:https://podrs.dti.gov.ph/
Consumer Care Hotline:DTI (1–384)
Email:consumercare@dti.gov.ph
This Internal Redress Mechanism is aligned with the requirements of the ITA and its Implementing Rules and Regulations and is established in accordance with consumer protection principles and other applicable laws and regulations related to e-commerce. It also serves as a demonstration of our responsibility as a digital market participant in promoting trust, accountability, and safety in the online marketplace.