Tuesday, 09 August 2022 15:12

The Defensoría served 2,963 consumers during the holiday season

Written by Evelyn Alas

The Defensoría del Consumidor prevented abuses and ensured that goods and services establishments respected the rights of consumers during the August vacations as part of the "Plan Vacaciones Seguras 2022".

During the execution of the plan from july 27 to august 7, the Defensoría del Consumidor attended 2,963 consumers and carried out 362 inspections.


74.00% of the services provided were advisory services, while 18.00% provided information on consumer rights, case management and activation of online ombudsman users, and 8.00% were reception of complaints.

The services provided by sector, 27.35% of the cases were concentrated in credit, followed by telecommunications with 15.89%, and commerce with 10.57%, among others.

Main reasons for attention

  • Undue collections: 315 (12.90 96)
  • Collection management: 203 (8.31 %)
  • Breach of contract: 199 (8.15 9%)
  • Undue interest charges: 152 (6.22 9%)
  • Case consultation, online user activation and information: 140 (5.73 %)

Market surveillance

During the operation of the "Plan Vacaciones Seguras 2022", the Defensoría del Consumidor identified compliance with the main provisions of the Consumer Protection Law in 70% (252) of the inspections, and in 30% (110) some type of non-compliance findings were detected, activating the administrative procedure before the Sanctioning Court.

These findings were mainly, product without price in sight (art. 27, of the LPC) with 56.64%; expired product (art. 14, of the LPC) 28.32 %; fair of information of promotions (art. 30) 7.08 %, special obligations for e-commerce suppliers (art. 21-A, of the LPC) 3.54 %, among others such as products without expiration date (art. 28) 1.77 %, product labeled in non-Spanish language (art. 27, of the LPC) 1.77 % and sale at price higher than offered (art. 43 B, of the LPC) 0.88 %. The Defensoría del Consumidor prevented the sale and consumption of 380 food products, mainly oils and margarines, carbonated and non-carbonated beverages, par, meats and sausages, and dairy products, among others.

The first four sectors with the highest non-compliance in the inspections were: restaurants (18.60%), sale of typical sweets (94.73%), sales of typical food in the fairgrounds (48.14%), sales of french fries, elotes locos and churros españoles (58.82%).