Did you have problems with a purchase or service? With this free procedure you could receive compensation

If you have ever had problems when purchasing a product or acquiring a service, the National Institute for the Defense of Competition and the Protection of Intellectual Property (Indecopi) has a free procedure with which you could resolve the conflict and even receive compensation for damagesprovided that the affectation is demonstrated.

In order to resolve such issues, the process was launched in 2016, under the Consumer Protection and Defense Code (Law No. 29571).

The Indecopi Consumer Arbitration System (SISAC)

According to the public body, the Indecopi Consumer Arbitration System (SISAC) It is a novel mechanism that resolves consumer conflicts between consumers and suppliers in a simple, free, fast and final manner.

“The user will be able to obtain prompt and adequate compensation for the damage caused. The arbitrator will determine the compensation that corresponds to the consumer who has expressly requested it,” he said. Jose Carlos VelaTechnical Secretary of the Consumer Protection Commission of Indecopi, in an interview for El Peruano in January 2016.

Until now, More than 72 companies have joined SISAC, Among them are large companies such as Cencosud and Bata. Recently, the GNB Bank Supplier Registrywhich is a first step towards the participation of financial entities in this system and the resolution of disputes related to savings accounts, credit cards, among other operations in this sector.

Indecopi’s registry includes businesses related to the following sectors: Insurance, Industry and Commerce, Real Estate and Construction, Automotive, Education, Services, Tourism, as well as Messaging and Cargo Transport.

Also, in the SISAC An arbitrator is involved, who issues a sentence within 45 working dayswhich must be complied with in a mandatory manner.

How to access this service?

The consumer may submit a request for arbitration in writing, addressed to the Consumer Arbitration Board. The Board will then verify whether the supplier has expressed its willingness to participate, because the Consumer arbitration is a voluntary mechanismwhich is why the express consent of both parties is required to initiate the process.

It should be noted that this mechanism can exempt suppliers from fines who decide to participate. In addition, companies that register as members of the consumer arbitration system may use the official logo of the Consumer Arbitration System in their advertising, shop windows, letterheads and other means of dissemination.

This participation may be for an indefinite period or for one year, depending on the supplier’s request. On the other hand, they may request their registration or affiliation with the Directorate of the National Consumer Protection Authority, before any conflict with a consumer, or you can also use consumer arbitration to resolve a specific case.

What happens if you submit the application to SISAC and the company is not affiliated?

According to Arsela Urteaga, Technical Secretary of the Indecopi Consumer Arbitration Boardindicates that the request for Consumer Arbitration can be submitted, even if the company is not affiliated with the system.

“There is no problem. In fact, most of the processes and cases we have had have been with suppliers who are not registered in this registry,” he explained.

Benefits of the Indecopi Consumer Arbitration System (SISAC)

The main advantages of accessing this procedure to resolve conflicts between consumers and suppliers of products or services include:

• Free of administrative fees unlike the conventional system.
• Speed ​​of process, resolution in 45 business days.
• The processes are confidential.