Attention to consumers

20,512 thousand consumers who exercised their rights received advisory services and attention to complaints and formalities, reporting a 23% increase compared to february 2022.

60% (12,265) of the services were provided through non-face-to-face means, while 40% (8,247) corresponded to face-to-face services at CSCs.

In addition, 3% of the complaints were concentrated in 5 sectors: financial services (4,822; 23.5 %), services (3,377; 16.5 %), appliances and household items (2,940; 14.3 %), telecommunications (2,782; 13.6 %), and electric energy (916; 4. 5 %), 6 % of the reasons for the attention were due to charges, fees and undue commissions 6,665, 32.5 %, breach of contract or offer (4,188, 20.4 %), poor quality of the product or service 2,342, 11.4 %, over-indebtedness (1,750, 8.5 %) and breach of warranty (982, 4.8 %).

Economic protection of consumers

US$3,202,909.52 recovered in favor of 1,954 consumers who filed complaints with the Defensoría del Consumidor.

Of the total amount recovered, 56% (US$1,803,870.80) corresponds to collective cases closed with a refund in favor of 284 beneficiaries in the real estate sector, while 44% (US$1,339,038.72) corresponds to complaints and proceedings closed with a refund in individual cases in favor of 1,670 consumers in Centros de Solución de Controversias (CSC) of the Defensoría del Consumidor.

Also, 5% of the amount recovered was concentrated in the real estate (68% US$2.2 million), financial services (17.3% or $555.6 thousand), appliances and household goods (3.8%; US$122.7 thousand), and vehicles (3.4%; US$109.0 thousand) sectors.

Advances in digitization and bringing services closer together

As of february 2023, the Defensoría del Consumidor had consolidated 72 means of service, including the opening of ten digital kiosks, five in the United States and two in consular offices of the Ministry of Foreign Affairs in Metrocentro Colón and Plaza Mundo Soyapango, to serve the salvadoran diaspora, and three in CNR offices in Zacatecoluca, La Paz, Chalatenango and Morazán.

Translated by: A.M