Portal de Cartagena
www.portaldecartagena.com
In order to adapt to the new state and European regulations on Consumer Affairs, a new procedure for claiming users against companies is launched.
One of the first consequences of this initiative is that, from now on, the OMIC (Municipal Office of Consumer Information) will no longer mediate with the companies, but rather that the affected party will have to initiate the claim procedure by directly addressing them.
In this way, the consumer must file a prior claim with the company, either through the customer service or before the establishment itself, always keeping a copy of the claim.
Once the employer has received it, he has a month to answer, a response that may be that he accepts the claim of the claimant, with which the conflict ends, or he does not accept it, so that the resolution of the conflict will be submitted to an accredited entity.
It can also happen that the company does not answer in time.
In this case, the claimant will inform the OMIC, as this fact may constitute a serious administrative infraction in terms of the defense of consumers and users.
If the answer is contrary to the claim, the affected party has one year since he filed it in the establishment, to go to an accredited entity for the alternative resolution of conflicts.
At this point, the consumer will appear, by appointment, at the OMIC, who will inform and facilitate the corresponding Request for Arbitration.
The previous appointment in the OMIC: in 968128828;
Citizen Service Office 968128812;
or http://wwwe.cartagena.es/portalOMIC/reservas/seleccionar_fecha.asp
CLAIM MODEL
Another consequence of the adaptation to the new regulations is that the General Directorate of Trade and Consumption will carry out the modification of the current Decree that regulates the Claim Sheets of Consumers and Users of the Region of Murcia, which disappear as such.
From now on, claims to companies may be made by any means that proves their presentation (email, postal mail, internal sheets, etc.), and the date of receipt of the same by the company claimed.
For consumers who wish, the model attached is available.
Notwithstanding the foregoing, and given the novelty of the situation for companies and consumers, the OMIC will continue with its work of information and advice, especially to those most vulnerable consumers, for which a specific system for monitoring their claims
THE OMIC IN DATA
The evolution regarding the presentation of consumer complaints during the last three years, denotes the increase of files, going from 1,217 in 2016, to 2,428 in 2018, the historic maximum.
Likewise, the amounts that in the mediation process developed by the OMIC have meant savings for consumers, will also reach its highest figure in the year 2018, € 226,001.00.
With regard to the number of consultations, a decrease is reflected due to the fact that those carried out at the Information Point of Los Dolores, managed by the Association of Housewives, Consumers and Users of Cartagena through a subsidy from the City Council, have not been accounted for. .
2016
2017
2018
RECORDS (CLAIMS / COMPLAINTS)
1217
1997
2428
REG.
TICKETS
2668
2660
3044
REG.
DEPARTURES
5375
5972
7761
ARBITRAL BOARD
279
296
323
AMOUNTS MEDIATION
€ 65,472.00
€ 133,185.00
€ 226,001.00
CONSULTATIONS
3665
3313
2739
Source: Ayuntamiento de Cartagena
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