From Saturday, May 21, the rule came into effect so that companies can respond to claims and complaints filed by their consumers in just 15 business days. If they do not comply, how much is the fine?
“This provision establishes the reduction from 30 calendar days to 15 business days the period for handling customer claims and complaints. In addition, it is specified that suppliers will not have the possibility to extend said period.”, commented Diego Torres Escalante, specialist in Consumer Protection Law at the Arbe Abogados firm.
Consequences of breaching the law
In the event that companies do not respond to claims or complaints made by consumers within the 15 business days indicated, Indecopi can impose a maximum penalty of 5 Tax Units (UIT), equivalent to S / 23,000.
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“The Consumer Protection and Defense Code qualifies as a minor infraction to respond to claims and complaints after the deadline. To determine the exact amount of the fine, the size of the organization is considered: for micro-enterprises and individuals, up to 1 UIT; for small companies, up to 2.5 UIT; and for medium and large companies, up to 5 UIT”, explained the specialist.
On the other hand, the lawyer pointed out that the penalties increase if the organization never responds to its consumers.
In this way, “the maximum fine for micro-enterprises and natural persons is 2.5 UIT; for small businesses, 5 ITU; and for medium and large companies, 10 UITTorres specified.
This regulation was approved on March 22, 2022 by Law No. 31435 and specifically modifies articles 24 and 152 of Law No. 29571, Consumer Protection and Defense Code.
