The Deliberative Council of Concordia unanimously approved an ordinance establishing new obligations for businesses and public service providers, with the aim of reinforcing transparency, promoting citizen participation, and protecting consumer rights.
The initiative was promoted by the Directorate of Citizen Attention and Consumer Defense (UEPE), belonging to the Government Secretariat, together with councilwoman Eliana Lagraña and the support of the ruling bloc, in response to a special request from the Mayor Francisco Azcué.
SCOPE
The regulation, which must still be regulated by the Executive branch for its full implementation, requires all businesses and private services within the jurisdiction of Concordia to comply with two central measures:
Display a visible sign with the contact details of the Consumer Defense Directorate, including address, telephone number, office hours, website, and a QR code for direct access.
Provide a “Book of Complaints, Suggestions, and Claims,” officially signed and page-numbered, where consumers can record their comments, claims, or experiences. The business must provide a signed copy to the consumer and submit another to the Directorate within a maximum period of 10 business days. This measure will not apply to all businesses in the City, but will be implemented for larger ones, exempting small businesses.
The ordinance also details the technical characteristics that both the sign and the Book must meet, establishes economic sanctions for non-compliance, and promotes dissemination agreements with business chambers, associations, and professional colleges.
A TOOL FOR CITIZEN PARTICIPATION AND CONTROL
The municipality highlighted that this measure seeks to facilitate access to formal complaint channels, guarantee the right to information, and strengthen trust in consumer relations. Although what is recorded in the Book does not constitute a formal complaint, it does represent evidence for the consumer, as well as a control tool for providers of goods and services for continuous improvement in public service.
“Consumer relations are carried out under the principles of good faith, transparency, and commercial loyalty, and we have trained both providers and consumers on these. Therefore, it is our job to continue guaranteeing consumer rights, and this Ordinance contributes to access to information and the means by which consumers in Concordia can make their inquiries and/or claims through the corresponding administrative channels,” highlighted the Director of Citizen Attention and Consumer Defense, Dr. Guido Di Gioia.
Councilwoman Eliana Lagraña, for her part, argued: “The spirit of this regulation is not only to be able to guarantee and facilitate the exercise of consumer rights, but also to serve as a tool to contribute to the improvement of public service in our city. Furthermore, it establishes the possibility of working jointly and in an articulated manner with different local social actors.”
The ordinance will come into effect 60 days after its publication in the Official Gazette, and it is expected that in the coming weeks progress will be made in its regulation and dissemination to the sectors covered by the regulation, as well as a campaign to ensure that merchants in large commercial areas are provided with a copy of the aforementioned sign and awareness of good commercial practices.
The initiative was promoted by the Directorate of Citizen Attention and Consumer Defense (UEPE), belonging to the Government Secretariat, together with councilwoman Eliana Lagraña and the support of the ruling bloc, in response to a special request from the Mayor Francisco Azcué.
SCOPE
The regulation, which must still be regulated by the Executive branch for its full implementation, requires all businesses and private services within the jurisdiction of Concordia to comply with two central measures:
Display a visible sign with the contact details of the Consumer Defense Directorate, including address, telephone number, office hours, website, and a QR code for direct access.
Provide a “Book of Complaints, Suggestions, and Claims,” officially signed and page-numbered, where consumers can record their comments, claims, or experiences. The business must provide a signed copy to the consumer and submit another to the Directorate within a maximum period of 10 business days. This measure will not apply to all businesses in the City, but will be implemented for larger ones, exempting small businesses.
The ordinance also details the technical characteristics that both the sign and the Book must meet, establishes economic sanctions for non-compliance, and promotes dissemination agreements with business chambers, associations, and professional colleges.
A TOOL FOR CITIZEN PARTICIPATION AND CONTROL
The municipality highlighted that this measure seeks to facilitate access to formal complaint channels, guarantee the right to information, and strengthen trust in consumer relations. Although what is recorded in the Book does not constitute a formal complaint, it does represent evidence for the consumer, as well as a control tool for providers of goods and services for continuous improvement in public service.
“Consumer relations are carried out under the principles of good faith, transparency, and commercial loyalty, and we have trained both providers and consumers on these. Therefore, it is our job to continue guaranteeing consumer rights, and this Ordinance contributes to access to information and the means by which consumers in Concordia can make their inquiries and/or claims through the corresponding administrative channels,” highlighted the Director of Citizen Attention and Consumer Defense, Dr. Guido Di Gioia.
Councilwoman Eliana Lagraña, for her part, argued: “The spirit of this regulation is not only to be able to guarantee and facilitate the exercise of consumer rights, but also to serve as a tool to contribute to the improvement of public service in our city. Furthermore, it establishes the possibility of working jointly and in an articulated manner with different local social actors.”
The ordinance will come into effect 60 days after its publication in the Official Gazette, and it is expected that in the coming weeks progress will be made in its regulation and dissemination to the sectors covered by the regulation, as well as a campaign to ensure that merchants in large commercial areas are provided with a copy of the aforementioned sign and awareness of good commercial practices.