THE RIGHTS OF THE CONSUMER AGAINST THE USE OF THE BOOK OF CLAIMS AS A GUARANTEE OF LEGAL SAFETY OF CONSUMERS

  • Edwin Pacori Paricahua Universidad Nacional del Altiplano

Abstract

To verify the vulnerability of consumer rights to the use of the complaint book in order to guarantee the legal security of consumers in the Puno region in 2016. Methodology: The study corresponds to the non-experimental socio-legal method according to its nature and applicative according to its purpose, with respect to its design it is cross-sectional correlational. Materials: The statistical data that support this research were obtained by processing the results of the interview and the documentary research, with a sample of 150 study units or consumers intentionally established by non-probability sampling. Results: according to the manifestation of consumers, if there is a guarantee of legal certainty. Disregarding its regulation in 39% with respect to the Political Constitution of Peru, and 19% with respect to the Consumer Protection and Defense Law. Likewise, most of the interviewees express that the right to timely information is the most violated, followed by the right to fair and equitable treatment, and finally the right to advance payment. It was also obtained that 55% of those interviewed express that the complaints book is visible; 37% state that, if they deliver the complaint book when the consumer requires it; 57% state that the purpose of the complaints book is to file a claim and / or complaint at the appropriate time, at the place and time the events occur. It was perceived that 32% have brought them to educational institutions, 25% to restaurants, 3% to clinics; and 4% filed with financial entities. Conclusion: There is vulnerability of consumer rights due to the lack of knowledge of the protection and defense established within the framework of these rights and the lack of systematic regulation of the use of the claims book as a guarantee of the legal security of the consumers in the Puno region, 2016

Published
2021-07-31