CLAIMS BOOK

Claim: Disagreement related to products or services.
Complaint: Disagreement not related to the products or services; or, discomfort or discontent with regard to customer service.
Recipient: consumer or supplier or INDECOPI as appropriate

* The claim formulation does not prevent going to other ways of dispute resolution or is a prerequisite to file a complaint with INDECOPI
* The provider must respond to the claim within a period not exceeding thirty (30) calendar days, and may extend the term up to thirty (30) days, prior communication to the consumer