Please print this page as physical evidence of your claim.

Do you know how to use the Complaints Book?


Have you been mistreated when you wanted to file a complaint? Have they laughed in your face when you threatened to report them? Or have they simply informed you that there was no one who could deal with your complaint? If the answer is yes three times, it is best to read the following note and learn how to use the “famous” complaints book.

The claim is the statement that appears on the Complaints Form, where the consumer records his or her disagreement with the goods purchased or services provided (regarding quality, quantity, operation, etc.), so that the supplier can address it within a maximum period of 30 calendar days.

However, the claim recorded in the Complaints Form does not constitute a complaint from the consumer, nor does it initiate the administrative process for violation of consumer protection regulations.

If the consumer or user is not satisfied with the provider's response or simply does not receive any response, he or she may file a complaint with Indecopi's Customer Service Department.

Indecopi calls the parties to try to reach a conciliation. However, if the user or consumer is still not satisfied, he or she may initiate an administrative process before the consumer protection commission of Indecopi.

CLAIM: Dissatisfaction related to products or services.

COMPLAINT: Dissatisfaction not related to products or services or discomfort or discontent regarding customer service.