The recovery in consumption recorded in 2021 after the restrictions brought by the epidemic, significant increase in consumer complaints and complaints As stated in the Report on the Socioeconomic and Labor Situation of the Community of Valencia, the Community of Valencia Economic and Social Committee of the Community of Valencia 2022 ( carried out by the CESCV.
there is one in memory consolidation of online purchases, Given that 8 out of 10 Valencians use this tool (84%), and more than half (51%) use it once a month. Therefore, CES CV recommends moving towards a specific regulatory and more demanding approach to customer service to strengthen the guarantee of their rights to correct vulnerable situations and encourage the vulnerable consumer figure.
In addition telephone and banking industriesElectricity companies, especially in the second half of the year, were the subject of these claims and complaints, as did the automobile industry, which coincided with the change in the billing model and the rise in energy prices.
The Committee notes that the rise of online commerce carries risks such as those reported by municipal consumer associations or offices, OMICs warning of the danger of fraud in online purchases and the problem of digital divide; this type of purchase is not accessible. Therefore, the urgent application of the vulnerable consumer figure in consumer relations is necessary, and this Committee reinforces the assurance of rights and correct vulnerabilities aggravated by social isolation and mobility restrictions.
In 2021, 13,267 complaints and requests were filed in the Community, 16% more than the previous year. As stated in the CESCV report, the distribution of these actions shows that the sector with the highest number of requests and complaints last year was Telephone with 2,475 (19%); Other Services followed with 1,054 (7.9%). Out of a total of 13,267, 12,176 were claims (9,905 in 2020) and 1,091 complaints (1,521 in 2020). Yeah
Out of 12,176 claims made in 2021, 3,540 registered in the province of Alicante; In Castellón, 1,452 in Castellón and the remaining 7,184 in Valencia. By industry, 2,475 complaints were received on the phone (20.3% of the total); Other Services, with 936 requests and 7.7%; and banks and finance companies with 847 requests and 7% of the total.
Regarding the complaints, 446 people were formalized in the province of Alicante, 356 in Castellón and 289 in Valencia. The sector that clarified the most complaints was fuel stations with 165 complaints and 15% of the total.
Face-to-face or virtual interactions of consumers and companies have led to the registration of the Community of Valencia consumer arbitration system. 18% more arbitration requests in 2021only 18% of these were resolved after mediation.
In its report, the committee notes that 73 percent of the 1,167 (1,051 in 2020) requests that were resolved by awards last year were based on total or partial forecasting (853). At the same time, the CES supports “the existence of judgments in favor of the plaintiff, with their binding and enforceable nature, as an alternative to judicial remedy and an effective, simple and free method of resolving consumer conflicts”.