Book of
Complaints
DIGITALIn compliance with Law No. 29571 and Directive No. 011-2022-INDECOPI/DIR-COD, this digital book allows the submission of formal complaints quickly and securely.
This is the Virtual Complaints Book of ATV Rainbow Mountain.
Here, you can express any complaint or claim π if you have experienced any inconvenience with our service.
Considerations for Filing a Complaint in the Tourism Sector
In accordance with Law No. 29571 β Consumer Protection and Defense Code and Directive No. 011-2022-INDECOPI/DIR-COD, consumers have the right to submit complaints and claims through the Digital Complaints Book.
Requirements for a valid complaint:
- Accurate and complete information: Name, ID/Passport, email, and phone number must be correct and verifiable (Art. 24 β Law No. 29571).
- Clear and detailed description: It should include dates, contracted services, and the reason for the complaint (Art. 150 β Law No. 29571).
- Attach evidence (if applicable): Receipts, emails, photos, or other documents can assist in the evaluation (Art. 19 β Directive No. 011-2022-INDECOPI/DIR-COD).
- Use formal and respectful language: Complaints with offensive language may be dismissed (Art. 132 β Law No. 29571).
- Submission within a reasonable timeframe: If submitted outside the established timeframe, it may not be addressed (Art. 26 β Law No. 29571).
Reasons a complaint may be rejected:
- Lack of essential information (Art. 19 β Directive No. 011-2022-INDECOPI/DIR-COD).
- False or incorrect information (Art. 24 β Law No. 29571).
- Complaint submitted after the established deadline (Art. 26 β Law No. 29571).
- Repeated complaints without new evidence (Art. 132 β Law No. 29571).
- Use of offensive or threatening language (Art. 132 β Law No. 29571).
Response timeframe:
The company must respond to the complaint within a maximum of 30 calendar days, except for complex cases (Art. 152 β Law No. 29571).
Filing a complaint does not prevent approaching INDECOPI or other legal entities.