Government launches consumer rights mailbox

The Ministry of Consumer Affairs has launched an online mailbox available to anybody who wants to report “massive infringements” that violate the rights of consumers, such as those related to guarantees, customer service, or abusive clauses, amongst other.

Complaints may be filed by both legal entities and individuals who consider that injuries or risks to the interests of consumers or users are occurring, provided that they occur in a generalised way in more than one autonomous community or via the Internet.

The standardised complaint models can be downloaded from the website of the Ministry of Consumer Affairs and submitted at the institution’s electronic headquarters using the form provided for this purpose. For this, it will be necessary to have a certificate or electronic DNI, Cl@ave PIN or Cl@vepermanente. However, those who prefer to submit the complaint in paper format may also do so in any of the physical records available to the public administrations of the State.

The General Sub-Directorate for Inspection and Penalty Procedure of the Ministry of Consumer Affairs is responsible for analysing complaints and carrying out the necessary actions in each case.

If the complaint is not complete, the complainant will be required to correct, within a period of ten days, the lack of mandatory documents or the case would be dismissed. On the contrary, if the sub-directorate general finds that the denounced fact constitutes an infraction in the matter of consumer protection, it will investigate what happened and initiate, where appropriate, disciplinary proceedings.

In the event that the complaint is not the responsibility of the Ministry of Consumer Affairs, the general sub-directorate will transfer it to the appropriate body depending on the matter or the territory it affects.

The direct link to the page on the Ministry’s website, is https://consumo.sede.gob.es/procedimientos/portada/ida/3743/idp/1606

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