Is the Customer Always Right? Here’s What the Law Has to Say

(SPOT.ph) "The customer is always right," which was coined by retailers in the 1900s, places customer satisfaction as a high priority. But what happens when a customer ridicules the service staff (e.g. smearing with cake icing in front of a crowd)? In a TikTok video posted on Wednesday night, Filipino lawyer and human rights advocate Atty. Chel Diokno breaks down possible legal actions to be taken when involved in such an incident.

"Sabi nila, the customer is always right. Pero papaano kung nagtatrabaho ka naman nang maayos tapos binastos ka ng customer?" he starts his explanation.

Also read:
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Alex Gonzaga Is "Truly Sorry" to Service Worker After Cake-Icing Fiasco

Atty. Chel Diokno on Unjust Vexation

For starters, "Ang pagpapahiya ng tao ay pwedeng ituring na krimen na unjust vexation."

Unjust vexation refers to any human contact that causes annoyance, irritation, torment, distress, or disturbance. "Kahit walang physical or material harm na ginawa," Diokno added. A crime based on Article 287 of the Philippines' Revised Penal Code, "unjust vexations shall be punished by arresto menor or a fine ranging from P5 (U.S. $.10) to P200 (U.S. $4), or both."

Another legal action is to file a civil case for damages based on the provisions for Human Relations of the Civil Code of the Philippines. While we really don't need a law to practice the value of respect, Articles 19 to 21 of the Civil Code's second chapter states: "Every person must, in the exercise of his rights and in the performance of his duties, act with justice, give everyone his due, and observe honesty and good faith. Every person who, contrary to law, wilfully or negligently causes damage to another, shall indemnify the latter for the same. Any person who wilfully causes loss or injury to another in a manner that is contrary to morals, good customs, or public policy shall compensate the latter for the damage."

"Always treat others with respect, huwag i-expose 'yung iba sa unnecessary ridicule, shame, at indignity," Diokno punctuated his clip.

Also serving as chairman of the Free Legal Assistance Group, Diokno regularly features Filipino laws as bite-sized content through his social media.

Also read:
How to Restore Public Trust in Courts, According to Chel Diokno
How "Woke Lolo" Chel Diokno Makes His TikTok Videos