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Considerations for filing a complaint
Under Law No. 29571 (Consumer Protection Code) and Directive No. 011-2022-INDECOPI/DIR-COD, you have the right to file claims and complaints through the Digital Complaints Book.
Requirements for a valid complaint
- Truthful and complete information: correct, verifiable name, ID/passport, email and phone (Art. 24 – Law No. 29571).
- Clear and detailed description: include dates, contracted services and the reason for the complaint (Art. 150 – Law No. 29571).
- Attach evidence (if applicable): receipts, emails, photos or other documents help the review (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
- Formal and respectful language: complaints with offensive language may be dismissed (Art. 132 – Law No. 29571).
- File within a reasonable timeframe: outside the established time it may not be addressed (Art. 26 – Law No. 29571).
Reasons a complaint may be rejected
- Missing essential information (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
- False or incorrect data (Art. 24 – Law No. 29571).
- Complaint outside the established timeframe (Art. 26 – Law No. 29571).
- Repeated complaints without new evidence (Art. 132 – Law No. 29571).
- Use of offensive or threatening language (Art. 132 – Law No. 29571).
Response time
The company must respond to the complaint within a maximum of 30 calendar days, except for complex cases (Art. 152 – Law No. 29571). Filing the complaint does not prevent you from contacting INDECOPI or other legal bodies.