* Claim: Disagreement related to products or services.
** Complain: Disconformity not related to the products or services; or, discomfort or dissatisfaction with regard to customer service.
1. The formulation of the claim does not prevent going to other ways of dispute resolution or is a prerequisite to file a complaint with the INDECOPI.
2. The provider must respond to the claim within a period not exceeding thirty (30) calendar days, and may extend the term up to thirty (30) more days, prior communication to the consumer.