En cumplimiento de la Ley N° 29571 y la Directiva N° 011-2022-INDECOPI/DIR-COD, este libro digital permite presentar reclamos formales de manera rápida y segura.
Claim: dissatisfaction related to the products or services purchased.
Complaint: dissatisfaction not related to the products or services; discomfort regarding customer service.
We will respond to your request within a maximum of 15 business days, as required by law.
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Considerations for Filing a Claim 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 claims and complaints through the Digital Complaints Book.
Requirements for a valid claim
- Truthful 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 claim (Art. 150 – Law No. 29571).
- Attach evidence (if applicable): Receipts, 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: Claims with offensive language may be dismissed (Art. 132 – Law No. 29571).
- Submission within a reasonable time: If submitted outside the established time frame, it may not be attended (Art. 26 – Law No. 29571).
Reasons why a claim 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).
- Claim outside the established deadline (Art. 26 – Law No. 29571).
- Repeated claims without new evidence (Art. 132 – Law No. 29571).
- Use of offensive or threatening language (Art. 132 – Law No. 29571).