Ajuntament del Prat de Llobregat Procedures and services
Electronic headquarters
Procedure

Public Consumer Service: processing of complaints, claims and denunciations

OnlineOnline processing available
In-personIn-person care
FreeNo fee

What is this procedure?

The Public Consumer Service is a municipal service that manages claims, through consumer mediation, and processes reports and complaints according to current regulations and municipal powers in matters of consumption.

A claim is a formal document in which the statement of facts shows that the claim is for the repair of damage, the recovery of an amount or the cancellation of a contract.

A complaint is a request to improve the quality of goods and services offered on the market.

A complaint is a communication to the Administration of an event that may constitute an administrative infraction.

Who can apply for it?

Consumers (natural or legal persons), buyers of products or users of services, provided that they do not act in a business or professional field.
The self-employed and SMEs with fewer than 10 workers, with regard to basic services (water, gas, electricity, transport, audiovisual media, postal services, telephony, Internet, health, welfare, financial and insurance services) and those of continuous treatment.

What documentation must be submitted?

The documentation related to the issue raised (budget, invoices, contracts, advertising, etc.)

How much does it cost?

This procedure is free.

Observations

The maximum resolution period will depend on the type of complaint, claim or denunciation.
If it is a mediation procedure, it has a maximum duration of 3 months from the date the initial agreement is notified.

Glossary of definitions:

Complaints: It is a formal document in which the statement of facts shows that the consumer seeks the repair of damage, the reimbursement of an amount, the cancellation of a contract or the fulfillment of some agreement.

Report: It is the communication to the Administration of an event that may constitute an administrative infraction in matters of consumption and market discipline. The purpose is to defend general interests and correct possible irregularities that have previously been noted.

Complaint: It is a request from the consumer to the Administration in order to improve the quality of the goods and services offered on the market and does not constitute an administrative infraction.

Microenterprise: It is a company that employs fewer than 10 people and its annual turnover or balance sheet does not exceed 2 million euros.

Where can this procedure be done in person?

These are the facilities where you can carry out this procedure in person or receive the service.

Town Hall - Town Hall - OIAC

Care equipment
Location Plaza de la Vila, 1 - 08820 El Prat de Llobregat See on map
Schedule

Monday to Friday from 9 am to 1:30 pm. Monday to Thursday from 4:30 pm to 7 pm.

From July 1 to August 31: Monday to Friday from 9 a.m. to 2 p.m.

Closed on the afternoons of Maundy Thursday and December 24th and 31st.

Ajuntament del Prat de Llobregat - Principal 933790050
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Organizations involved in this procedure

Check which organization initiates the procedure, which is responsible for it and which resolves it.

Start

Organization where the procedure is initiated or submitted.

Citizen Information and Assistance Office (OIAC)

Start
LocationPlaza de la Vila 1, 08820, El Prat de Llobregat
Schedule

Mornings, Monday to Friday from 9 a.m. to 1:30 p.m.

Afternoons, from Monday to Thursday from 4.30 pm to 7 pm.

From July 1 to August 31: Mornings, Monday to Friday from 9 a.m. to 2 p.m.

Closed on the afternoons of Maundy Thursday and December 24th and 31st.

Ajuntament del Prat de Llobregat - Principal933790050
See more information

Responsible

Organization responsible for managing the procedure.

Legislation

DECREE 98/2014, of July 8, on the mediation procedure in consumer relations LAW 22/2010, of July 20, on the Consumer Code of Catalonia. Royal Legislative Decree 1/2007, of November 16, approving the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws.