The recovery in consumer activity observed in 2021 followed the restrictions imposed during the epidemic and coincided with a notable rise in consumer complaints. According to the Valencia Community socioeconomic and labor situation report, compiled by the Valencia Economic and Social Committee for 2022, these trends were carefully analyzed by the CESCV.
There has been a steady consolidation of online shopping habits, with data showing that eight out of ten Valencians use this channel (roughly 84%), and more than half engage with it monthly (around 51%). In light of this, the CESCV advocates a more precise regulatory framework and a tougher consumer service regime to safeguard consumer rights, address vulnerabilities, and strengthen the role of the vulnerable consumer within the market. This emphasis helps ensure fair treatment and clearer remedies for those most at risk in digital commerce. The call aligns with ongoing efforts to improve accessibility and trust in online transactions. — CESCV report 2022
During the latter half of the year, sectors such as telecommunications, financial services, and utilities, particularly electricity providers, accounted for a higher share of claims and complaints. The automobile sector also registered notable activity, often linked to changes in billing models and rising energy costs. These patterns reflect the evolving landscape of consumer interactions and the need for transparent pricing and reliable customer support across multiple industries. — CESCV report 2022
The committee emphasizes the risks associated with the growth of online commerce, including the potential for fraud highlighted by municipal consumer associations and OMICs, and the persistent challenge of the digital gap that can make online purchases inaccessible to some. The urgent adoption of a robust vulnerable consumer framework in consumer relations is therefore essential, reinforcing the protection of rights and addressing vulnerabilities intensified by social isolation and mobility restrictions. — CESCV report 2022
In 2021, a total of 13,267 complaints and requests were registered within the Community, representing a 16 percent increase from the previous year. The distribution shows that the sector with the highest volume of actions was Telecommunications with 2,475 cases (19%), followed by Other Services with 1,054 cases (7.9%). Of the overall total, 12,176 were claims (9,905 in 2020) and 1,091 were formal complaints (1,521 in 2020). These figures illustrate the continuing demand for effective consumer redress and clear avenues for dispute resolution. — CESCV report 2022
Geographically, 3,540 of the claims filed in 2021 were registered in the province of Alicante; Castellón accounted for 1,452, while Valencia held the remaining 7,184. By sector, telecommunications accounted for 2,475 complaints (20.3%), Other Services represented 936 requests (7.7%), and banks and financial institutions accounted for 847 requests (7%). These distributions underscore the regional dimensions of consumer activity and the importance of tailored local enforcement and support services. — CESCV report 2022
When it comes to outcomes, 446 people had their cases formalized in Alicante, 356 in Castellón, and 289 in Valencia. The sector with the most clarified complaints was fuel stations, which accounted for 165 complaints or 15 percent of the total. These results highlight the diverse mix of consumer concerns across different markets and the ongoing need for clear regulatory guidance in sectors with significant daily interactions. — CESCV report 2022
Collector interactions, whether face-to-face or virtual, between consumers and companies have fed into the Valencia Consumer Arbitration System. In 2021, arbitration requests rose by 18 percent, yet only 18 percent of these were resolved through mediation. The data point to opportunities to improve mediation effectiveness and to elevate the speed and satisfaction of dispute resolution. — CESCV report 2022
In its findings, the committee notes that 73 percent of the 1,167 resolved requests last year were settled by awards based on total or partial forecast, with 853 such resolutions. The Valencia Consumer Arbitration System is also seen as a practical, binding, and enforceable alternative to traditional judicial remedies, offering a straightforward, accessible pathway to resolving consumer conflicts without unnecessary delays. — CESCV report 2022