In case of encountering any violation, the portal also informs in a clear and simple way on how to file claims in the purchase-sale and contracting of goods and services processes.
Through a system of questions based on hundreds of assumptions, the user will be able to obtain all the necessary information on the rights that assist him, as well as to know how and to which instances to present his claims in each case.
As a consequence of the pandemic caused by Covid-19 and the new regulations, the Ministry of Consumer Affairs considers that this tool will be a key piece in the face of the foreseeable avalanche of doubts and claims.
In coordination with the autonomous communities and state institutions with powers to process claims, the aim is to provide information on procedures to resolve conflicts between consumers and companies.
On May 8, the Minister of Consumer Affairs, Alberto Garzón, held a meeting with the autonomous communities to analyze the de-escalation. The institutions agreed to step up coordination to respond to millions of potential claims stemming from the health crisis.
An intuitive, easy and accessible website
The consumerscovid19.gob.es website It was created as a result of collaboration between administrations and it is proposed as an intuitive, easy and accessible tool for all citizens, with or without technical knowledge or legislation. It can be accessed through any digital device with a web browser.
The consultation portal is based on international usability standards and Spanish web accessibility regulations so that all people, regardless of their situation, can access the information on equal terms.
Terms of exercise of rights
For those purchases or acquisitions made prior to the state of alarm, the deadline to exercise the rights that may assist them is also reactivated from today, with the days remaining on March 14 for the corresponding deadlines to end.
As of June 4, the 14 calendar days provided for in article 36 of the Royal Decree-Law 11/2020 for the resolution of contracts.
This rule establishes that if, as a consequence of the state of alarm, contracts for the sale of goods or the provision of services have not been executed, consumers and users have the right to terminate the contract within 14 calendar days. This term affects those contracts not executed since the declaration of the state of alarm and to date.
The objective of the web portal, therefore, is to provide information to consumers about their rights and the deadlines set to exercise them. Likewise, it is intended to channel queries to the appropriate entities during this phase, in which Consumption estimates millions of potential claims.
In the same way, this tool will also serve to decongest the load of requests for telephone information to the Central Administration and to the respective consumer authorities of the autonomous communities.
Returns deadlines
With the approval of the Royal Decree 8/2020 of March 17With extraordinary urgent measures to face the economic and social impact of the Covid-19, the deadlines for returning products and services were also suspended. These terms, however, remain suspended and consumers who intend to make a return will continue to have this right still in force.