The Federal Consumer Attorney’s Office (Profeco) is a decentralized public body of the Ministry of Economy of the Government of Mexico. Surely you have read their magazines, publications on the Internet or have seen the Who is who during the morning presidential conference.
The Profeco has the objective of ‘protecting’ the Mexican consumer, warning them about excessive prices in products or services, poor quality in these or irregularities within some consumer items.
At the same time, it also seeks equity and legal certainty in relationships between suppliers and customers. This means that it is dedicated to listening and responding to the calls of Mexicans to investigate bad practices by companies or brands located in the country.
Since when has the Profeco existed and who created it?
In 1976, the Federal Consumer Protection Law was promulgated and at the same time Profeco emerged as an institution in charge of ensuring consumer rightsprevent abuse and guarantee fair consumer relations.
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According to the official page of the Government of Mexico, Our country became the first nation in Latin America to create a public prosecutor’s office and the second to create its own law on the matter.
Six years later, in 1982 the institution already had 32 offices in the main cities of the country. Currently, Profeco has a total of 38 Consumer Defense Offices in the country,” says the official website of the presidency.
How to file a complaint with Profeco? What can and cannot be solved by the Attorney General’s Office
Mexicans have the freedom to claim or denounce before the Profeco any provider that they consider does not respect pricesquantities, deadlines, deliveries, modalities, terms, conditions, guarantees and other commitments acquired in the commercial transaction carried out.
To file a complaint, it can be done in two ways: In person, at the Consumer Defense Office (Odeco) closest to your home or online with the companies that are registered in concilianet Y reconcileexpress. The requirements are:
- Name and address.
- official identification
- All documentation related to the claim (invoices, receipts, contracts, advertising, among others).
- Name and address of the provider. If it does not appear on the receipt, indicate the place where it can be located.
- Description of the good or service that is claimed and the description of the facts that gave rise to the complaint.
- Print and submit the Complaint reception format at Odeco.
In the event that the complaint is appropriate, a conciliation procedureby which Profeco attends to the consumer’s disagreement against a provider mediated by a conciliator, who will seek the best way to reach an agreement that leaves the parties satisfied and in which the rights of the consumer are respected.
Said agreement may result, among other options, in the restitution or return of the amount paid for the good or service or, where appropriate, the payment of a bonus to the consumer.
In which cases can Profeco not help you?
The Attorney General’s Office has no interference in the problem when it derives from:
- An employment relationship or contract.
- The provision of professional services that are not of a commercial nature.
- The services provided by credit information companies.
- The services regulated by the financial laws provided by the Institutions and Organizations whose supervision or vigilance is in charge of the National Banking and Securities Commissions; Insurance and Bonds; of the Retirement Savings System or of any regulatory, supervisory or protection and defense body dependent on the Ministry of Finance and Public Credit and with the National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF).
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