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Frequently Asked Questions
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Here, you’ll find a variety of questions and answers related to the topics covered on this Peruvian Consumer Services Website, concerning the protection and defense of your rights as a consumer and user of goods and services throughout the country.

Naturally, we all have doubts or questions sometimes about certain terms or concepts. This section is designed to help resolve those doubts, with a series of specially selected questions and answers on the different topics covered on this website.

If you need more information on a consumer-related topic, contact us at consumidor@indecopi.gob.pe.

Questions and Answers

We have prepared a series of questions and answers on different concepts and terms related to consumer goods and services, in order to help improve your access to the mechanisms and tools available for the protection and defense of your rights.

If you have any suggestions on questions to be added to this section, we’d love to hear from you! Just send us an email at consumidor@indecopi.gob.pe.

 

What is the Integrated Consumer Protection System?

Who is part of the Integrated Consumer Protection System?

Who is the National Consumer Protection Authority?

Which area of Indecopi is in charge of the duties and attributes established in the Consumer Protection and Defense Code?

How do I contact the National Consumer Protection Authority?

How many institutions form part of the National Consumer Protection Council?

What is the Consumer Protection and Defense Code?

What are regulated utilities?

What topics are addressed by the Consumer Protection and Defense Code?

Who are the regulatory agencies?

What is a claim?

What is a complaint?

What is the Complaints Book?

How do I access the Complaints Book?

In the case of physical books, what do they look like?

If the book is online, what is it like?

If the good or service is sold through a website, what is the Complaints Book like?

What do I need to know after using the Complaints Book?

Is a claim a complaint?

With regard to what matters can I file a claim with Osiptel?

With regard to what sorts of matters can I file a claim with Indecopi?

With regard to what matters can I file a claim with Osinergmin?

With regard to what matters can I file a claim with Ositran?

With regard to what matters can I file a claim with Sunass?

With regard to what matters can I file a claim with SuSalud?

What is a consumer arbitration?

What are the legal grounds for consumer arbitration?

How do I gain access to the arbitration proceeding?

How is the Consumer Arbitration System organized?

What are arbitration courts?

How are multi-person arbitration courts created?

How does a provider participate in a Consumer Arbitration System?

What are consumers’ associations?

Do consumers’ associations form part of the National Integrated Consumer Protection System?

What is the Official Registry of Consumers’ Associations?

Can a consumers’ association enter into an inter-institutional cooperation agreement with Indecopi?

What are the benefits of entering into this inter-institutional cooperation agreement?

What are the Users’ Councils?

How do associations participate in the Users’ Councils?

How do I find and compare prices for goods and services?

How do I access the Recall System of the Peruvian Consumer Services Website?

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