The study aimed to determine consumers' awareness of their rights and responsibilities in four urban barangays in Mati City, Philippines. A total of 280 respondents participated in surveys regarding their demographics, buying experiences, and knowledge of rights. The results showed that most respondents were female, married, aged 41-50, had secondary education, and were self-employed. Over 64% reported dissatisfying buying experiences. Overall, respondents showed low awareness of most rights but high awareness of their rights to information, safety, and basic needs. The study aims to help improve consumer education strategies.

1. CONSUMERS’ AWARENESS
LEVEL ON THEIR CONSUMER
RIGHTS AND
RESPONSIBILITIES
DOSCST IN-HOUSE REVIEW
June 25-26, 2014
AVR, DOSCST

2. Researcher: SUNGAHID, Onesimo
A.
Collaborators:
Lead Agency: DOSCST
Collaborating Agency: DTI Provincial
Office
Research Site: Urban barangays of Mati
( Central,Dahican ,Matiao & Sainz)

3. Duration:
Date Started: February 25, 2013
Date Ended: : May 26, 2014
Development Zone: Education
Summary of Financial Report:
Total budget: P 5,000.00
Actual Expenditure: P 5,000.00

4. Abstract:
• This study was conducted to determine the consumers’
awareness level on their rights and responsibilities among the
residents of the four urban barangays of the City of Mati.
There was a total of 280 identified respondents who were
made to answer the sub problem 1 and 2, 140 respondents for
sub problem 3, and 140 respondents were made to answer sub
problem 4 and 5. 20 questionnaires were rejected . The survey
made use of stratified random sampling method. One shot
survey design and the interview questionnaire as data
gathering instrument was employed. Data were analysed
through statistical tools such as simple frequency counts and
percentages.
•

5. Abstract:
• On respondents’ demographic characteristics, results
showed that majority of the respondents were females (59%),
those that were married (67.5%), those that belonged to the
41-50 age bracket got (45%), respondents under high school
and college level were ( 60.7%) and those self-employed
were (28.9%).
• On respondents’ buying experiences, 179 or 64% had bad
experience in buying products, either defective, spoiled, not
functioning or substandard. Of the 179, 64 or 22.9 % of the
total, had asked for replacement or exchange; 53 or 18.9%
returned the item, and 46 or 16.4% of the 280 respondents
did not file complaint. 16 or 5.7% of the 280 respondents
answered “did not know what to do.”

6. Abstract:
• . FINDINGS
SOCIO- DEMOGRAPHY: Majority/ High Percentage are
Respondents
Female
Married
Age bracket
41-50
High
school &
college
level
Self-
employed
Income
bracket
59% 67.5% 24% 60.7% 28.9% 66.8%=
P5,990-less

7. Abstract:
•On respondents’ buying experiences,
179 or 64% had bad experience in buying products,
either defective, spoiled, not functioning or substandard. Of
the 179, 64 or 22.9 % of the total, had asked for replacement
or exchange; 53 or 18.9% returned the item, and 46 or 16.4%
of the 280 respondents did not file complaint. 16 or 5.7% of
the 280 respondents answered “did not know what to do.”

8. Abstract:
• , RESPONDENTS’ BUYING EXPERIENCES
Responden
ts’ buying
experience
s
Bad
experiences
Replace
ment
Returned
the items
Did not
file
complaint
Reason for
no complain=
NOT KNOW
WHAT TO DO
64% 22.9% 18.9% 16.4% 5.7%

9. Abstract:
• Of the 46 respondents who did not file complaint,
25 or 54.3% had reasoned, ‘ no time to complain”.
while 39. 2% either they fear to complain ( 19.6%) and did
not know how to complain( 19. 6 % ).

10. Abstract:
• .
REASON FOR NOT FILING COMPLAINT
No time to
complain
Fear to
complain
Do not know
how to complain
Do not know the
right thing to do Total
54.3% 19.6% 19.6% 6.5% 100%

11. Abstract:
•
•With regards to their rights, respondents had
–A) high level of consumer awareness with their right to
information, safety and right to basic needs.
– B) low level of awareness on their right to choose,
right to redress, to representation, to healthy environment
and to consumer education.
–C) Over all, respondents had low awareness level on
their consumer rights.

12. Introduction:
•With impact of industrialization and
manufacturing companies, more and more goods and
services are made available to the consumers. Along
with this rapid social changes, consumers are more
vulnerable to substandard products and false services
due to malpractices of traders and manufacturing
entities who are motivated alone by material gains.

13. Introduction:
•So consumer laws were promulgated to safeguard
consumers against these practices
•With the legal basis, consumers’ rights and responsibilities
are defined.
•To what extent do consumers are aware of their rights and
responsibilities?
• Results of this study will assist the Trade and Industry
Department in plotting its direction of emphasis towards a
better consumer education strategy.

14. Objectives :
General Objective: to determine the
consumers’ level of awareness on their
consumer rights and responsibilities.

15. Specific objectives: TO FIND OUT
1.their socio-demographic characteristics.
2.the respondents’ buying experiences.
3.their awareness level on their consumers’ rights.
4.their awareness level on their consumers’ buying
responsibilities.
5.their awareness level on agencies responsible for
the implementation of consumers’ rights.

16. Methodology:
Research Locale of the Study
The study was conducted in four (4)
barangays of Mati, City, Davao Oriental. These
barangays are: Barangay Sainz, Central, Matiao
and Dahican.
•Respondents of the Study
The respondents of the study were obtained
from the four barangays of Mati City: Baranagy
Sainz, Barangay Central, Barangay Matiao, and
Baranagy Dahican respectively.

17. Methodology:
• The Sampling Method
• Stratified sampling methods with proportionate
allocation of the respondents per barangay
done using random selection sampling.

18. Methodology:
Research Design Instrument
One-shot survey design using interview
guide to gather data.
•Methods of Analysis
•Data were computed, analyzed and interpreted using
percentages and frequency counts.

19. Methodology:
• .
Awareness Level on their Rights and Responsibilities
Consumer’s Rights Definitely Yes Yes No Definitely No Hard to Say
Consumer’s
Responsibilities Definitely Yes Yes No Definitely No Hard to Say
Awareness on
Implementing
Agencies
Definitely Yes Yes No Definitely No Hard to Say
AWARENESS LEVEL
(Threshold Level)
NO AWARENESS LEVEL
Definitely Yes Yes No Definitely
No
Hard to
Say
HIGH level of
awareness
LOW level of
awareness
No
Definitely
No
Hard to
Say
50% and up 01-49% 0
In determining the level of awareness, the following guide for decision is
made .

20. Methodology:
Research Design Instrument
One-shot survey design using interview
guide to gather data.
•Methods of Analysis
•Data were computed, analyzed and interpreted using
percentages and frequency counts.

21. V111.Results and Discussion
.
Table 1.1 Frequency Counts and the Percentages on the Sex of the Respondents.
Sex Frequency (F) Percentage (%)
Male
Female
Total
114
166
280
41
59
100
I. Socio- demographic profile of the Respondents

22. V111.Results and Discussion
.Table 1.2 Frequency Counts and the Percentages on the
Age Brackets of the Respondents
Age level Frequency Percentage
20 or below 32 11.4%
21-30 56 20.%
31-40 58 20.7%
41-50 68 24.3%
51-60 25 8.9%
61 and above 41 14.6%
Total 280 100%

23. V111.Results and Discussion
.
Table1.3 Frequency Counts and the Percentages
on the Status of the Respondents
Marital Status Frequency Percentage
Single 62 22.1%
Married 196 67.5%
Divorced/
Widowed/separated
29
10.4%
Total 280 100%

24. V111.Results and Discussion
Table 1.4 Frequency Counts and the Percentage on the
Educational Attainment of the Respondents.
Education level Frequency Percentage
Elementary 65 23.2%
High school level 84 30.0%
College level 86 30.7%
College graduate 45 16.1%
Total 280 280

25. V111.Results and Discussion
Table1.5 Frequency Counts and the Percentage on the
Occupation of the Respondents
Occupation Frequency Percentage
Farmer 14 5%
Fishermen 15 5.4%
Laborer 41 14.6%
Government employee 63 22.5%
Self-employed 81 28.9%
Others ( did not
answer )
66
23.6%
total 280 100%

26. V111.Results and Discussion
.
Table 1.6 Frequency Counts and the Percentage
on the Household monthly income bracket.
Household income Frequency Percentage
Less than P2,999 93 33.2%
P3,000 to P5,999 94 33.6%
P6,000 to P8,999 43 15.4%
P9,000 to $11,999 20 7.1%
P12,000 to P14,999 8 2.9%
P 15,000 and
above
22 7.9%
Total 280 100%

27. V111.Results and Discussion
Table 11.1 Frequency Counts and the Percentage
on the Consumers’ Buying Experiences
Dissatisfied buying
experience
Frequency Percentage
Yes 179 64%
No 101 36%
Total 280 100%
• .

28. V111.Results and Discussion
.
Table 11.2 Frequency Counts and the Percentage on the
Consumers’ Action Taken on Dissatisfied Buying Experiences
Action taken Frequency
( 280)
Percentage
Asked to
replace/exchange 64
22.9%
Returned it 53 18.9%
Did not complain 46 16.4%
Do not know what to
do 16
5.7%
Total 179 64% ( of 280)

29. V111.Results and Discussion
Table 11.3. Frequency Counts and the Percentage on the
Consumers’ Reason for not making complaint.
Action Frequency Percentage
No time to complain 25 54.3%
Fear to complain 9 19.6%
Do not know how to
complain 9 19.6%
Do not know the right
thing to do 3 6.5%
Total 46 100%

30. V111.Results and Discussion
Table 11.3. Frequency Counts and the Percentage on the
Consumers’ Reason for not making complaint.
Action Frequency Percentage
No time to complain 25 54.3%
Fear to complain 9 19.6%
Do not know how to
complain 9 19.6%
Do not know the right
thing to do 3 6.5%
Total 46 100%

31. V111.Results and Discussion
Table 111.1. Awareness Level on Respondents’ Right to Information
Statement Definitely
Yes
Yes No
Definite
ly No
Hard to
Say
Total/
Percentage
1.
69
59 8 2 2
140
49.3% 42.1% 5.7% 1.4% 1.4% 100%
2.
92** 28
8
11 1
140
65.7%* 20.0% 5.7% 7.9 % .7% 100%
3
65**
54 20 0 1
140
46.4% 38.6% 14.3% 0.0% 1.% 100%
Average
75.3 47 12 4.3 1.6 140
53.8% 33.6 8.6 3.1 1.3 100%

32. V111.Results and Discussion
.
Table 111.2 Awareness Level on Respondents’ Right to
Safety
State
ment
Definitely
Yes
Yes No
Defin
ite
ly No
Hard to
Say
Total/
Percent
age
1
70*** 42 20 5 3 140
50.0% 30.0% 14.3%
3.6
%
2.5% 100%

33. V111.Results and Discussion
Table 111.3 Awareness Level on Respondents’ Right to Choose
Statement Definitely
Yes
Yes No
Defini
te
ly No
Hard to
Say
Total/
Percenta
ge
1.
48
77 12 0 3 140
34.3% 55.0% 8.6% 0.0% 2.1% 100%
2.
42 79 15 0 4 140
30.0% 56.4% 10.7% 0.O 2.9% 100%
Average
45 78 13.5 0 3.5 140
32.15% 55.7% 9.65% 0 2.5% 100%
• .

34. V111.Results and Discussion
.Table 111.4 Awareness Level on Respondents’ Right to Redress
Stateme
nt
Definitely
Yes
Yes No
Definite
ly No
Hard to
Say
Total
Count/
Percentag
e
1.
60 74 4 1 1` 140
42.3% 52.9% 2.9% .7% .7% 100%
2.
50 72 8 5 5 140
35.7% 51.4% 5.7% 3.6% 3.6% 100%
Average
55 73 7 2.5 2.5 140
39.0% 52.2% 4.3% 2.2% 2.2% 100%
Table 111.5 Awareness Level on Respondents’ Right to Representation
Statement
Definitel
y Yes
Yes No
Definite
ly No
Hard to
Say
Total/
Percentag
e
1.
49 81 3 0 7 140
35.0% 57.9% 2.1% 0 5.0% 100%

35. V111.Results and Discussion
.
Table 111.6 Awareness Level on Respondents’ Right to Healthy and Sustainable
Environment:
State
ment Definitely Yes Yes No
Definite
ly No
Hard to
Say
Total
Count/
Percentage
1.
67 70 3 0 0 140
48.% 50.0% 2.0% 0 0 100%
2.
50 84 2 0 4
140
36.0% 60.0% 1.4% 2.8% 100%
Average
58.5 77 2.7 0 2.00 140
42.0% 55.0% 1.7% 0.0% 1.4% 100%
Table 111.7 Awareness Level on Respondents’ Right to Consumer Education
State
ment
Definitely
Yes
Yes No
Definite
ly No
Hard to
Say
Total
Count/
Percentag
e
1.
61 76 1 1 1 140
43.6% 54.3% 1.0% 1.0% 1.0% 100%

36. V111.Results and Discussion
Table 111.8 Awareness Level on Respondents’ Right to Basic Need
Statement Definitely
Yes
Yes No
Defini
te
ly No
Hard to
Say
Count/
Percenta
ge
1.
66 64 4 6 0 140
47.0% 46.0% 3.0% 3.0% 100%
2.
77 27 20 16 0 140
55.0% 19.3 14.3% 11.2% 0 100%
Average
71 45 24 0 0 140
51.0% 32.65% 8.7% 7.1% 0.0% 100%

37. V111.Results and Discussion
.
AWARENESS LEVEL
( Threshold Level )
NO AWARENESS LEVEL
Definitely Yes Yes No Definitely
No
Hard to
Say
HIGH level of
awareness
LOW level of
awareness
No
Definitely
No
Hard to
Say
50% and up 01 and up % 0
Table 111.9.Summary on Awareness Level on Consumer’s Rights

38. V111.Results and Discussion
.
Consumer’s Rights
Definitely
Yes
Yes No Definitel
y
No
Hard to
Say
Decision
( level of
awareness)
1. Right to Information
75.3 47 12 4.3 1.6
HIGH
53.8 33.6 8.6 3.1 1.3
2. Right to Safety
70*** 42 20 5 3
HIGH
50.0 30.0 14.3 3.6 2.5
3. Right to Choose
45 78 13.5 0 3.5
LOW
32.15 55.7 9.65 0 2.5
4. Right to Redress
55 73 6 2.5 2.5
LOW
39.0 52.2 4.3 2.2 2.2
5. Right to Representation
49 81 3 0 7
LOW
35.0 57.9 2.1 0 5.0
6. Right to Healthy and
Sustainable Environment
55.0 19.3 14.3 11.2 0
LOW
44.2 45.3 6.55 2.3 1.6
7. Right to Consumer
Education
61 76 1 1 1
LOW
43.6 54.3 1.0 1.0 1.0
8. Right to Basic Need
71 45 24 0 0
HIGH
51.0 32.7 8.7 7.1 0.0
Average 43.6% 45.2% 6.9% 2.4% 2.0% LOW

39. V111.Results and Discussion
Table 4.1 Awareness Level of Respondents’ Consumer’s
buying Responsibilities DECISIO
N
( Awarene
ss level)
Statement
Definitel
y Yes
Yes No
Definitely
No
Hard to
Say
Count/
Percent
age
1.
87 21 4 2 6 120
HIGH
72.5% 17.5% 3.3% 1.7% 5.0% 100%
2.
83 29 6 1 1 120
HIGH
69.2% 24.2% 5.0% 1.0% 1.0% 100%
3
26 56 21 11 6 120
HIGH
21.7% 46.7% 17.5% 9.2% 5.0% 100%
Average
65.3 35.3 10.3 4.7 4.3 120
HIGH
54.5% 29.5% 8.6% 4.0% 3.6% 100%

40. V111.Results and Discussion
Table 5.1 Respondents’ Awareness Level on Agencies Tasked to
educate and Implement Consumer Rights. DECISION
( Awarenes
s level)Statement Definitely
Yes
Yes No
Definite
ly No
Hard
to Say
Count/
Percen
tage
1
8 10 28 65 9 120
LOW
6.7% 8.3% 23.3% 54.2% 7.5% 100%
2
7 21 48 35 9 120
LOW
5.8% 17.5% 40.0% 29.2% 7.5% 100%
3
63 36 3 1 17 120
HIGH
52.5% 30.% 2.5% 1.0% 14.2% 100%
Average
26 22.3 26.3 33.7 11.7 120
LOW
21.7% 18.6% 21.9% 28.1% 9.7% 100%

41. 1X. Summary, Conclusion and Recommendation
•The following are the findings:
1.Most of the respondents were females ,belonging to 31-50 age brackets are
majority and were married and also belonged to high school and college level and a
fourth were self-employed and a high percentage belonged to marginal income level.
2.On the buying experiences, more than half had bad experiences in buying. Of
those who had bad experiences, more than half had asked to replace or exchange the
items and a fourth did not complain because they had no time to complain.
3.On the awareness level of consumer’s right, respondents have high awareness
level on the right to information, right to safety and right to basic need, low awareness
level on their right to choose, right to redress, right to representation, right to consumer
education and right to healthy environment.
4.On the awareness level of consumers buying responsibilities, respondents have
high awareness level.
5.Consumers have very low awareness level on the appropriate agencies to bring
their redress.
•

42. 1X. Summary, Conclusion and Recommendation
•Based on findings, the following conclusions were drawn:
1)Majority of respondents were mostly females, belonged to the middle age
bracket and were at high school and college level, with high percentage marginal
income and self-employed.
2)Majority of the respondents have bad buying experiences and positively
response either by returning the item have them exchange and time constraint was the
main reason why consumers did not file complaint.
3)Consumers had high level of awareness on their right to information, safety and
right to basic needs but low on their right to choose, redress, representation, consumer
education and right to healthy environment.
4)On consumers’ awareness level on their consumer’s buying responsibilities,
consumers have high level of awareness.
5)On the appropriate agency to file complaint, consumers do not have enough
awareness on the appropriate agencies to bring their redress.
•

43. 1X. Summary, Conclusion and Recommendation
Recommendation
•Based on the findings and conclusions of the study, the following
recommendations were drawn:
1)To the consumer educators, to focus on making consumer take action on
their rights and responsibilities as consumers.
2)To consumer advocacy group, a combination of different IEC strategies be
used continuously in order to ensure the adoption of new knowledge by the
respondents.
3)To Department of Trade and Industry and other government agencies
advocating consumer education; promote and focus on the use of interpersonal
communication strategies (e.i. seminars, meetings, trainings, house-to-house
visits) as better strategies in promoting consumer education.
4) To future researchers, to validate the results of this study by replicating the
studies to other place.
5)To future researchers, develop interpersonal communication networking
system as evolutionary strategies in promoting consumer education.

44. THE END
THANK YOU VERY MUCH
• Researcher: Onie Sun