Consumption

Topics of interest Consumption

In this section you will find information on consumer issues. The protection and rights that protect you as a consumer when you buy a product or hire a service with a company.

featured reports

Information and online training

Before submitting a claim to an official body, you must submit your complaint in writing to the telephone operator's Customer Service.

other pills

These training actions can be carried out at any time, without time restrictions. Diploma is delivered and they are free. Cheer up and expand your knowledge on different consumer topics

General information for consumers and users

Consumer Service Office of the Community of Madrid

Regional office specializing in consumer information.

Submit a consumer claim

What is it, how and where to put it

Consumer arbitration application and brochure

What is consumer arbitrage and how does it work

Consumer arbitration is a voluntary, free, simple and fast extrajudicial dispute resolution procedure.

General information on Consumption

Key concepts to understand consumer protection and the basic rights of consumers and users.

What is the difference between a claim and consumer arbitration?

La claim and consumer arbitration These are two mechanisms offered by the administration to the consumer when they encounter a consumer conflict and wish to resolve it.

When a claim the administration mediates with the company with which there is a problem. The administration reports the facts claimed to the company and requests a solution. In this case, the administration acts as an intermediary to facilitate an agreement, but said agreement is not binding, so the solution is based on the will of both parties to reach it.

In turn, the consumer arbitration It is a conflict resolution system, voluntary and free for both parties, in which an arbitral college issues an executive and binding resolution, called an award, which resolves the conflict.

In this case, the Willingness must also be by both parties, so two assumptions can occur:

If the employer is not adhered to the Consumer Arbitration System, the administration proposes that you accept arbitration for the specific case raised by the consumer. If the company accepts, the arbitration process begins and if it does not, the file is archived and the consumer would have to go to court.
If the employer is adhered to the Consumer Arbitration System the process begins where the arbitral college listens to the parties, conducts evidence and issues a written award. The award is binding, mandatory and closes the possibility of going to ordinary courts for the same reason.

My rights by themes

Dwelling

Protection in renting, buying and selling a home and contracting a mortgage.

Supplies

Information about the light, water or electricity services present in the home. As well as information on telephony and internet. ...

Services

Dry cleaners, removals, academies or repairs. The rights that protect you.

Purchases and products

Information about business hours, return or guarantee. Requirements for toys, furniture or textiles.

Banking and Insurance

Information about contracts with a bank, an insurance company or consumer credit.

General consumer issues

In the following section we detail the rights that protect you as a consumer in general consumer issues such as abusive clauses in contracts, data protection or...

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Resolved claims

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FAQ

My company offers me a toll-free number for customer service, but when I can call they only have a pay phone available. They can do it?

No. Companies, as long as they are basic services of general interest (supply of water, gas, electricity, financial, insurance, postal, air, rail and road transport, sanitation and waste and health protection) have the possibility to offer, along with a toll-free telephone number, alternative customer service numbers that require payment, either by fixed or mobile numbers or by special rate lines.

The consumer in this type of service cannot be required to make paid calls in any time slot. Therefore, there may be other line options, which in turn can cover different time slots and report on different services (sales, incidents...) but there must always be a free customer service telephone number.

Of interest

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Strikes at airports put the spotlight on consumer rights

The Community awards the regional prizes of the Consumópolis 17 school contest

Top Stories

Deputy Minister Mariano González prepares a dish with the chef

The Community of Madrid promotes regional products in the evenings of Las Ventas

05/07/2022.

The Community of Madrid organizes a new edition of the recreational initiative Cénate Las Ventas to promote regional gastronomic products after the success of previous editions...

The Community of Madrid renews the agreement to promote the voluntary resolution of conflicts between companies and consumers

26/06/2022.

The Community of Madrid has renewed the collaboration agreement with the Confianza Online Association to promote the voluntary resolution of conflicts between companies and consumers regarding...

Díaz Ayuso advocates a "grand pact" aimed at youth between the health system, education and the family to avoid addictions

18/06/2022.

The president of the Community of Madrid, Isabel Díaz Ayuso, has today participated in the tenth anniversary of the Science, Health & Education (SHE) Foundation, where she has pointed out the need for a “...

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The Community of Madrid extends the hours of the leisure and restaurant sector to promote economic recovery

30/04/2022.

The Community of Madrid extends the hours of the leisure and restaurant sector with the aim of promoting the recovery of the economy. All changes in this regulation came into force...