Electronic Complaints Book: Extension Of Deadline For Registration

Author:PLMJ Team

Numerous complaints have been made by associations representing traders from various sectors due to the problem of unavailability of the platform where economic operators have to register. As a result, the Ministry of the Economy announced the extension of the deadline for operators to register until 31 December of the current year. The original deadline was 1 July of this year.

The Electronic Complaints Book was created by Decree-Law no. 74/2017 of 21 of June as part of the Simplex Measure "Simpler Consumer Information". The Decree-Law requires traders to make the complaints book available in electronic and physical formats. Its main aims are to make it possible to submit complaints in electronic format and to enable people to submit requests for information relating to the defence of the consumer or user. In the first phase, the obligation to register the electronic complaints book applied only to providers of essential public services. The other economic operators had to register by 1 July through the website, but they can now do so up to the end of this year.

The obligation to have a complaint book, in physical or electronic format, applies to all suppliers of goods and service providers that, objectively, have:

An establishment that is fixed or permanent in character, where they engage in their activity exclusively or principally, on a habitual and professional basis; Contact with the public, particularly through customer services destined to offer products or services, or to maintain relations with the clientele. The existence and availability of the electronic format complaints book does not remove the obligation on establishments to provide the traditional complaints book in physical format at the same time.

Decree-Law no. 74/2017 of 21 June has eliminated the obligation to display the sign in the approved form, which is acquired together with the complaints book. However, economic operators still have to display (i) the information that they have a complaints book, and (ii) the identification and address of the body responsible for assessing any complaint, i.e., the body that supervises the economic activity in question.

Besides the above obligations, suppliers of goods and service providers also have to display...

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