Complaints

Considerations for Filing a Complaint in the Tourism Sector

In accordance with Law No. 29571 – 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 – Law No. 29571).
• Clear and detailed description: It should include dates, contracted services, and the reason for the complaint (Art. 150 – Law No. 29571).
• Attach evidence (if applicable): Receipts, emails, photos, or other documents can assist in the evaluation (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
• Use formal and respectful language: Complaints with offensive language may be dismissed (Art. 132 – Law No. 29571).
• Submission within a reasonable timeframe: If submitted outside the established timeframe, it may not be addressed (Art. 26 – Law No. 29571).

Reasons a complaint may be rejected:

• Lack of essential information (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
• False or incorrect information (Art. 24 – Law No. 29571).
• Complaint submitted after the established deadline (Art. 26 – Law No. 29571).
• Repeated complaints without new evidence (Art. 132 – Law No. 29571).
• Use of offensive or threatening language (Art. 132 – 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 – Law No. 29571).

Filing a complaint does not prevent approaching INDECOPI or other legal entities.