The Federal Consumer Protection Agency (Profeco) is an entity that protects the rights of consumers in Mexico, guaranteeing that The regulations related to goods and services are complied with. If you have ever felt deceived or affected by a defective product or poor service, Profeco offers you the opportunity to File a complaint so that appropriate measures can be taken.
Below, we explain how you can proceed to report a good or service to Profeco.
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What products or services can be reported?
Profeco has the power to receive complaints about a wide variety of situations, such as:
- Defective products: When a good has defects that were not reported at the time of purchase or that do not meet the specifications offered.
- Misleading advertising: If a product or service is advertised in a way that induces the consumer to make erroneous decisions.
- Deficient services: If the service provided is not as agreed, if the established terms are not met or if legal regulations are not met.
- Abusive commercial practices: If the establishment or supplier carries out unfair practices, such as excessive charges or abusive clauses in contracts.
Requirements to file a complaint
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Before filing a complaint, it is important to have adequate documentation to support your complaint. The essential documents to file a complaint are:
- Proof of purchase: Such as a receipt, invoice or purchase ticket that shows that you purchased the product or service.
- Evidence of non-compliance: This may include photographs, videos, emails or any other document that serves as proof of what you are reporting.
- Details of the good or service: You must include a detailed description of the product or service in question, specifying the problem you are experiencing and how it has affected you.
How to file the complaint?
There are different ways to file a complaint with Profeco:
In person You can go directly to the Profeco offices in your city to present your complaint. In the offices, you will be given advice on the procedure and they will help you complete the necessary forms.
Through the website: Profeco has an online portal where you can fill out a form to submit your complaint. The Profeco website will guide you step by step through the process and you can attach the relevant documents.
- Step 1: Enter the official Profeco website (www.profeco.gob.mx).
- Step 2: Go to the “Complaints” section and select the corresponding option.
- Step 3: Complete the form with your personal information and the details of the complaint.
- Step 4: Attach the documents that support your complaint and send it.
Via telephone: If you prefer to receive advice by phone, you can call 55 5568 8722 or 800 468 8722, where a Profeco operator will guide you on how to proceed.
Social networks: Profeco is also active on social networks such as Twitter (@Profeco) and Facebook, where you can send direct messages for guidance or file an initial complaint. However, to complete the formal complaint process, it is necessary to follow the established channels.
What happens after filing the complaint?
Once Profeco receives your complaint, it will be reviewed and, if appropriate, a mediation process will begin between the consumer and the provider of the good or service. The Attorney General’s Office will seek to reach an equitable solution, such as refund of money, repair of the product or compliance with the service offered.
In some cases, if the company does not submit to mediation or does not resolve the complaint adequately, Profeco may impose sanctions or file a complaint with the competent authorities.
How long does it take to resolve a complaint?
Resolution time may vary depending on the complexity of the case and the provider’s response. However, Profeco is usually effective in mediation and conflict resolution, so many cases are resolved in a relatively short period of time.
What to do if you are not satisfied with the resolution?
If after Profeco’s intervention you are not satisfied with the resolution or the supplier does not comply with what was agreed, You can file a complaint with the competent judicial authorities or seek legal advice to defend your rights.
Reporting a good or service to Profeco is a valuable tool to defend your rights as a consumer. Do not hesitate to use it if you believe that you have been a victim of abusive commercial practices or if you have purchased defective products or services. The process is accessible and Profeco is responsible for ensuring the correct resolution of complaints, ensuring that companies fulfill their commitments and that consumers receive what they have been promised.
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