Differences between complaint and complaint to Profeco
Did you know that a complaint is not the same as a complaint? When
A supplier of goods or services affects your rights as a consumer, there are two ways to take action against it: the complaint and the complaint. Each one has its own particular procedure, which we will explain to you in greater detail.
Complaint
You can expose to Profeco acts or omissions of a supplier or service provider that affects the interests of a portion of society. For example, if an establishment does not have adequate security measures, if it does not have its prices displayed or they do not respect them, if they do not give you kilos by kilo or liters by liter or if a product is advertised using misleading advertising.
In response to the complaint, Profeco will carry out a verification visit to the supplier, and if it is found that it effectively infringes on the rights of consumers, it will be sanctioned so that it does not continue to commit abuses.
In this case, the complainant is not obliged to present evidence of the fault nor will they be asked for their personal data. All you have to do is describe the situation briefly and with as much information as possible, in addition to the name of the provider, the product, service, detected fault, address or place and date.
Complain
In this case, it is a formal claim when a provider directly harms you by not respecting the terms and conditions in which you contract a service or purchase a good.
The procedure ranges from filing your complaint, to the agreement between you and the provider, and you will be accompanied throughout the process by a conciliatory lawyer from Profeco. The agreement may result in the restitution or refund of the amount paid for the good or service or, where appropriate, the bonus or compensation for damages caused to the consumer.