The executive director of National Institute for the Protection of Consumer Rights (Pro Consumer), Eddie Alcantara, announced this Tuesday that more than 300 claims and complaints that were stalled in the institution pending ruling since 2015, were resolved in Record time as promised at the end of last March.
Alcántara explained that in total they were resolved 330 cases of complaints and claims from citizens who made purchases of products and services in establishments of the National District, Santo Domingo province and towns in the interior and made claims through Pro Consumidor for understanding that their rights as consumers were violated.
He said that these resolutions were made in record time thanks to the creation in this administration of two specialized units, one for Settlement and the other for Analysis, to release those cases accumulated for years, “and that they had not been the subject of a decision in past administrations”.
He indicated that these units will also function as specialized departments to respond promptly and quickly to all complaints and claims that reach this institution.
The official stated that among these complaints and claims were cases of acquisition of real estate, appliances, tourist services, vehicles, electronic equipment, school fees, furniture, among others.
“These files had been dragging on since 2015 and in this management they were known and given their respective resolutions within a period of 30 business days, through the two specialized units, the Tender and the Analysis, that Pro Consumidor has created to fill the expectations of consumers when making a claim or complaint”, he declared.
Alcántara went on to say that the solutions to these pending cases were resolved satisfactorily “which meets the expectations created by consumers when announcing last month that all these cases would have answers within 30 days, since it was a situation that generated harm to consumers who demanded responses from the entity to the possible violation of their rights.
He assured that, with the creation of the Process Analysis Department established by the institution, efforts have been made to respond in record time to all consumers who report or complain to the entity, “to avoid the accumulation of work and the anxious waiting of citizens who come seeking a solution to their complaints or claims”.
the owner of the entity The consumer advocate said that all the resolutions issued are being notified and that only those that are subject to hierarchical appeals will be pending, the decision of which corresponds to the Board of Directors of that entity, which is equivalent to 6% of the processes postponed for decision.
“From now on, the institution becomes a model of responses to consumers so that they do not have to wait so long to obtain answers or results of their claim or complaint,” he assured.
The official also pointed out that the decisions have been made with the criteria closest to what is established by the Law 358-05 on Consumer Protection and the different sectoral regulations, in accordance with the established procedures.
“As we promised, all resolutions are issued respecting due process, all with a criterion as established by consumer protection regulations and sectoral laws, as well as their regulations,” he said.
Finally, Eddy Alcántara recalled that his management will continue to use the corresponding mechanisms and the necessary powers to work and act with the maximum efficiency in the solution of the conflicts between providers and consumers.
