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What do you need to know?
A consumer claim is a petition made by a consumer or user of a company, commercial establishment, or professional, with the aim of obtaining reparations for damages, the lending of services in the correct manner, the refunding of money, or the rescission of a contract and/or the cancellation of a debt.
A consumer report is a petition made with the aim of informing the Administration of certain facts, which may constitute an administrative infraction for the defence of the consumers and users, so that this is investigated and, if necessary, action is taken to correct the infractions or negligent conduct.
You must first file a claim with the establishment; if no agreement is reached, a claim or report can be filed with the Administration.
Consumers and users.
A claim can be filed at any time.
Documentation to attach to the claim:
- Photocopies of all of the required documentation (invoice, receipt, publicity, quotation, etc.).
There are no fees associated with this procedure.
If a satisfactory response is not received after presenting the claim at the establishment, the consumer can present the claim at the public (municipal, regional, or provincial) consumer information offices.
Guidance from a consumer association can also be sought for this procedure.
Steps to follow
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1
Step one
File a claim
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2
Step two
Receive the Administration's response
The Administration will attempt to hold a mediation or arbitration in order to find a solution to the case presented. These procedures are voluntary. In order to reach a solution, agreement between [...]
The Administration will attempt to hold a mediation or arbitration in order to find a solution to the case presented. These procedures are voluntary. In order to reach a solution, agreement between the parties— the consumer and the company—is necessary. If agreement is not possible, the consumer must then go through the ordinary judicial procedure.
