What is the Libro de Reclamaciones in consumer protection in Peru?

The Libro de Reclamaciones is a business channel where a consumer can record dissatisfaction about a product, service, or the way the complaint was handled.

What is the difference between a reclamo and a queja in Peru?

A reclamo concerns dissatisfaction with a product or service, while a queja concerns dissatisfaction with the attention or complaint process.

What does Indecopi do for consumer protection in Peru?

Indecopi handles or supports administrative consumer protection matters within its authority and may provide a route for escalation after a provider has been contacted.

Consumer protection in Peru

Consumer protection in Peru helps people who buy goods or services deal with unsafe products, poor service, misleading information, or unfair treatment. The system uses the Libro de Reclamaciones and public enforcement through Indecopi in many matters. This overview explains what consumers can check, record, request, and escalate.

Tip

In Peru, protect yourself by saving the offer, payment proof, delivery record, and all communication before making a complaint. State the exact solution you want, record it in the Libro de Reclamaciones when appropriate, and escalate only after identifying the correct authority or process.

byPaola&Andres

Consumer protection in Peru applies when a person acquires a product or service for personal or household use. It seeks to support safe transactions, clear information, fair treatment, and remedies when a provider fails to meet its duties. A consumer should receive information that is understandable and not misleading. Important details can include the price, main conditions, characteristics, risks, limits, delivery terms, and how to use or cancel the purchase. The provider is responsible for delivering what was offered and for meeting the expected quality or the stated conditions. The proper remedy depends on the defect, the service failure, the contract, the evidence, and the type of product or service. The Libro de Reclamaciones is a standard channel for recording a complaint or a consumer claim with a business. A reclamo says the consumer is dissatisfied with the product or service, while a queja concerns the attention or process provided by the business. Indecopi is a central Peruvian institution for consumer protection, competition, and related administrative matters. It may receive or handle consumer complaints through the available procedures, but it does not replace every court, regulator, bank process, or sector-specific authority. Useful evidence includes receipts, contracts, advertisements, photographs, delivery records, repair reports, chats, and the exact name of the seller. Digital purchases should be documented with screenshots that show the offer, payment, order, and delivery status. Consumers should first identify the provider, state the problem clearly, and request a specific remedy. If the response is missing or inadequate, the consumer can consider the Libro de Reclamaciones, Indecopi, a sector authority, a payment dispute process, or court depending on the case. The main limits are that not every disagreement is a legal violation and a favorable result is not automatic. A consumer should avoid altering a defective product, keep the item when safe, and check the current procedure before escalating a serious or expensive dispute.