With the aim of regulating the protection of consumer rights, Law 1480 of 2011 established the measures that employers must adopt in order to guarantee consumers’ right to submit direct claims to each producer and/or supplier against potential violations of consumer rights, whether through a petition, a complaint or a claim. The way in which these types of PQRs should be received and responded to was regulated through the Single Bulletin of the Superintendence of Industry and Commerce, including response times, procedures to follow, notices to be published and the particularities that must be taken into account depending on the economic sector of each business.
Currently, the Superintendence of Industry and Commerce is making constant visits to businesses to verify compliance with these regulations. The noncompliance thereof can lead to financial penalties of up to two thousand (2,000) current legal minimum monthly wages.
With the Consumer Statute and the multiple campaigns that the Superintendence has carried out to educate consumers about their right to demand good service, it is necessary to have an adequate system to comply with the parameters defined by the standard and to offer a better service that guarantees customer satisfaction.
If you wish to standardize your PQR procedure, the Competition and Consumer Unit at Pinzón Pinzón & Asociados will be available to provide you with comprehensive advice on this matter.