The study analyses the effectiveness of consumer complaint handling within the DTI-Region 3, which covers the provinces of Aurora, Bataan, Bulacan, Pampanga, Nueva Ecija, Tarlac, and Zambales. In alignment with the DTI’s mandate to uphold consumers’ rights to redress, the study focuses on three key areas: complaint channels, mediation facilitation modes, and the competencies of mediation officers. It also aimed to identify problems encountered in the consumer complaint process. Utilizing a mixed-method approach, the study collected quantitative data from surveys and qualitative insights from interviews involving both consumer complaints and mediation officers across the seven provinces. The findings revealed a neutral perception of the overall complaint channels (grand mean of 2.97), with traditional methods such as filing complaints through DTI provincial offices and registered mail or courier receiving higher satisfaction ratings compared to the digital DTI-CARe System, which was perceived as difficult to use, inaccessible for many users, and inefficient in lodging complaints. In contrast, mediation facilitation modes, such as online and face-to-face mediation, were positively rated (grand mean of 4.16). Face-to-face mediation in particular was preferred for its perceived effectiveness in fostering mutual understanding and clearer communication. Online mediation, although useful, was hindered by technical issues. Mediation officers were generally viewed as competent (grand mean of 4.10), though gaps were identified in digital proficiency. The study further identified several problems encountered by both mediation officers and clients, including a lack of public awareness of complaint procedures and matrix, inadequate post-mediation monitoring, delayed retrieval of signed documents, and systematic inefficiencies of DTI CARe System. Based on the findings, the study recommends strategies to strengthen the DTI-Region 3’s complaint handling. These include enhancing consumer education, improving digital infrastructure and system usability, continuous capacity-building for mediation officers, reinforcing post-mediation monitoring, and inter-agency coordination. The study has significant implications for public administration by highlighting pathways to improve government responsiveness, institutional efficiency, and citizens' satisfaction. Further, it contributes practical insights for policy formulation, inter-agency coordination, and consumer protection efforts both in local, regional, and national contexts.