Steps on how a Complaint is handled

Categorized under: Industry

Process on how a complaint is handled by DSAP

A. A complaint may be filed by a Consumer, Independent Distributor/Dealer or a Member
Company to the Direct Selling Association of the Philippines (DSAP) submitted to the DSAP office
or via email: including specific information for assessment.

    • The complaint is received by the DSAP Office Administrator who shall check if complaint
      has all the attachments mentioned in the complaint.

      • If there are missing attachments or supporting evidences, the complainant is
        advised to complete the attachments. Only when the attachments are complete
        that the complaint will be deemed filed.
      • If the complaint documents are complete, the DSAP Office Administrator
        acknowledges the receipt of the complaint and all its attachments with an advice on the commencement
        of the investigation and to expect further communications on the matter.

B. The DSAP Office Administrator shall call the attention of the Board of Trustees about the
complaint duly received and thereafter, the Board of Trustees shall refer the same to the
Compliance and Enforcement Committee, who shall formally endorse the complaint to the Code
Administrator for appropriate action.

C. The Code Administrator shall determine if there is a cause of action on the basis of the
complaint and its attachments. If there is none, the Code Administrator can dismiss the complaint
outright and inform the Board of Trustees and the complainant.

D. If the Code Administrator finds a cause of action against the respondent, he shall invite the
complainant and his witnesses, if any, to a preliminary conference for clarifications on the complaint.
If the conference is inconvenient to the complainant and his witnesses, questions and answers may
be made by exchange of communication either in writing or electronically. Failure on the part of the
complainant to respond or attend the conference called for this purpose within a reasonable time,
the complaint shall be deemed withdrawn or dismissed.

E. The respondent member company or Independent Distributor is served a copy of the complaint
and is given ten (10) working days upon receipt of the complaint to comment. Extension of time to
comment may be allowed on meritorious reasons such as business priorities or gathering of
voluminous documents to support his case. Complaints, answers and written statements of
witnesses the same need not be notarized unless otherwise required by the Code Administrator
considering the seriousness of the complaint. In no case shall the extension to file comment shall
not be more than thirty (30) days from receipt of the complaint.

F. The Code Administrator shall schedule hearings if necessary, where both parties are given the
opportunity to air their side. The proceedings shall be in writing and/or recorded. Minutes of the
proceedings shall be prepared and signed by both parties. Both parties may inform the Code
Administrator that the complaint is deemed submitted for his resolution once all information and
evidence have been submitted and presented in the hearing. The Code Administrator shall consider
the complaint submitted for his decision.

G. Utmost confidentiality shall be observed from the filing of the complaint, documents submitted
and proceedings until such time that a decision of the Code Administrator on the complaint is final.
H. Within 30 days from the submission of all evidence and information gathered, the Code
Administrator shall render a Decision explaining the findings of facts, the violations committed and
the penalty imposed.

I. One (1) request for reconsideration on the Decision shall be allowed.

J. The Code Administrator shall submit a formal report to DSAP Board of Trustees explaining the
bases of the sanction(s) he imposed on the erring party, as allowed in the Code of Conduct of
DSAP, through the Compliance and Enforcement Committee.

K. The Code Administrator shall also inform the Board of Trustees of violations committed other
than those provided in the Code of Ethics particularly violation of Philippine Laws.

L. The Board may impose additional sanctions, upon recommendation of the Code Administrator,
including suspension or termination of the membership in the Association.