Complaints Book DIGITAL

Conditions for Processing Complaints in the Tourism Sector

According to Law No. 29571 - Consumer Protection and Defense Code and Directive No. 011-2022-INDECOPI/DIR-COD, consumers have the right to file complaints through the Virtual Complaints Book.

Requirements for a valid complaint:

• True and complete information: Name, ID/Passport, email, and phone must be correct and verifiable (Art. 24 - Law No. 29571).
• Clear and detailed description: Must include dates, contracted services, and the reason for the complaint (Art. 150 - Law No. 29571).
• Attach evidence (if applicable): Tickets, emails, photos, or other documents can help in the evaluation (Art. 19 - Directive No. 011-2022-INDECOPI/DIR-COD).
• Use of formal and respectful language: Complaints with offensive language may be dismissed (Art. 132 - Law No. 29571).
• Submission within a reasonable timeframe: If submitted outside the established time, it may not be addressed (Art. 25 - Law No. 29571).

Reasons why a complaint may be rejected:

• Lack of 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. 25 - Law No. 29571).
• Repeated complaints without new evidence (Art. 121 - Law No. 29571).
• Use of offensive or threatening language (Art. 132 - Law No. 29571).

Response timeframe:

The company must respond to the complaint within a maximum of 30 calendar days, except in complex cases (Art. 152 - Law No. 29571).

Filing a complaint does not prevent you from going to INDECOPI or other legal instances.