Portal de Torre Pacheco
www.portaldetorrepacheco.com
The Consumer Information Office (OMIC) of the City of Torre Pacheco offers a permanent year round, attending personally or by telephone to users, neighbors and businesses by providing the following services:
- Service information, support and customer orientation, which are addressed and resolved questions about consumer rights as well as companies and businesses, in terms of their consumer obligations, primarily on the complaint forms .
- Mediation and consumer complaint handling and the procedures of applications for consumer arbitration procedures.
On this last point, it is noteworthy that also performed procedures for consumer arbitration hearings by videoconference, avoiding travel outside the municipality to consumers and businesses.
This service arbitration hearings via video conference began in 2009, in these more than 3 years of operation there have been more than 120 consumer arbitration hearings.
The OMIC started offering its services to the public in 2000 and today has become an essential service to handle claims, inquiries and complaints from consumers, also serving as a conduit to educate and inform about the rights and obligations consumption.
On balance the activity of the OMIC in 2011, include the following:
General inquiries on-consumption: 540 users (consumers and companies), served directly from the OMIC or through telephone consultations.
Claims-treated and processed, have been a total of 355 complaints, of which has managed to solve almost 75% of the satisfaction of the consumer, which is that of every four claims processed have been resolved at least three.
Of all complaints handled and processed is interesting to detail areas or sectors of economic activity, with details of the proportion that the total.
Thus, during 2011 we have the following results:
- 88% of the complaints handled has focused on the purchase of services.
- 12% of claims were processed on purchases of products and goods (mainly purchases of appliances and household equipment).
Of all the complaints about the purchase of services, we distinguish the following details:
-The 57% on telephony (fixed, mobile and Internet).
-The other 10% (electricity, water, gas and petrol)
-The 3% have been complaints about education (academies and private schools).
-The 6% have been complaints about financial services.
-The 2% have been complaints about tourism and leisure.
-The 3% have been complaints about insurance.
-The 2% have been complaints about transport.
Also from the OMIC has been made in the year 2011 activities of consumer information: informational workshops on consumer issues, focusing on new technologies and consumer resources in the consumer Internet, information campaigns, through programs weekly radio radio station in Torre-Pacheco Municipal, addressing the following topics: rebates, orange pages consumer information campaign OMIC and the rights of consumers, summer information campaign, tips for back to school , special information campaign for Christmas and the campaign to businesses and traders for accession to the consumer arbitration system.
Finally, note that the work is done from the OMIC has a high social impact, as it provides a way to solve the very different and varied problems facing citizens in their consumer side.
The OMIC has become a benchmark for consumer disputes, in which citizens trust and put their hopes for the solution of problems they could not solve.
Source: Ayuntamiento de Torre Pacheco
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