Palawan Group strengthens consumer protection across services

Insider Spotlight

• Palawan Group reinforces consumer protection through employee training, transparent communication, and accessible customer assistance
• Its BrickTech strategy combines physical branches with digital services, including 24/7 customer support through PalawanPay
• The financial services provider aligns its customer service practices with the Bangko Sentral ng Pilipinas' consumer protection framework
  
  
  
  

The Palawan Group of Companies is strengthening consumer protection across its financial services network, emphasizing fair treatment, employee accountability, and accessible customer support as more Filipinos embrace digital transactions.

The company, which has served Filipino customers for over four decades, identified seven practices designed to safeguard customer interests, covering employee training, transparent communication, branch assistance, digital support, complaint handling, and organizational accountability.

Handle concerns with empathy, patience

Consumer protection has become increasingly important as financial institutions expand their digital offerings while maintaining traditional services. Palawan Group's approach reflects the fair treatment principle under Bangko Sentral ng Pilipinas Circular No. 1160.

Through its Pusong Palawan training program, employees are taught to handle customer concerns with empathy, patience, and clear explanations.

“Customer love starts with listening. Before we can help address a concern, we need to understand what the customer needs and explain the options available to them. Whether the concern is simple or more complex, our goal is to make sure the customer feels heard and properly assisted. This is why we take time to really train our frontliners and talk to them about empathy,” Palawan Group consumer protection officer Gelain Ramos said in a press statement.

Digital channels for convenient support

Palawan Group's BrickTech strategy integrates its physical network with PalawanPay, allowing customers to access financial services and assistance through multiple channels.

Its network encompasses more than 70,000 branches, remittance outlets, and PalawanPay Money Shops nationwide, while its e-wallet platform serves 22 million Filipinos.

Customers can seek assistance through branches, hotlines, email, social media, in-app chat, and web chat, including round-the-clock support.

Karlo M. Castro

President and CEO, Palawan Group

Shared responsibility

Palawan Group aims to embed consumer protection across daily operations rather than treating it solely as a response to complaints.

The company said its priorities remain transparent information, accessible assistance, and consistent service standards as its operations expand.

For Palawan Group president and CEO Karlo M. Castro, protecting customers remains central to sustaining the trust built over four decades.

“For us, protecting our customers is part of earning and keeping their trust. It is a responsibility we carefully and faithfully carry across the organization,” he said. —Vanessa Hidalgo | Ed: Corrie S. Narisma