(1) Claim: Nonconformity related to the
products or services.
(2) Complaint: Dissatisfaction not related to products or services; or discomfort or discontent regarding customer service.
* The formulation of the claim does not exclude recourse to other means of dispute resolution, nor is it a prerequisite for filing a complaint with Indecopi.
* The provider must respond to the claim within a period not exceeding thirty (30) calendar days, and may extend the period up to thirty days before communication to the consumer.
* By sending this form, the customer authorizes to be contacted after the claim has been processed to assess the quality and satisfaction of the claim handling process.