Portal de Lorca
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It should be noted that although some of the files remain to be concluded, more than 90% of the complaints raised have been resolved in favor of the user. The consultations with the Municipal Consumer Information Office have exceeded the 3,300 so far this year, that the claims have amounted to 770
The Councilor for Health and Consumption of the City of Lorca, Mari Carmen Ruiz, reported that thanks to the different actions developed by the technicians working in the Municipal Office of Consumer Information (OMIC), the Lorca served have been able to recover from global form more than 64,000 euros during the first semester of 2018, despite the fact that a portion of the files remain to be completed due to the new law that obliges claims to be filed electronically.
This is shown in the documentary report that has been prepared in recent weeks, crossing the data that the balance sheets show for months of 2018, and which indicates that more than 90% of the complaints raised have been resolved in favor of the user.
Mari Carmen Ruiz pointed out that "during the period analyzed, the Municipal Consumer Information Office, in the development of its most outstanding function, which is the information and the processing of claims, maintains the evolution of last year. to consultations, these have exceeded 3300 during the semester, while the claims have amounted to 770. In this sense we can speak of three major groups: Food, Products and Goods and Services ".
Consume Councilwoman explained that "throughout the first half of the year the most demanded group, following the dynamics of previous years, continues to be that of services, registering a high number of consultations (2,818) and claims (665). Within the services, highlights the problems that the user maintains with the basic supplies, representing approximately 1,000 queries and almost 400 claims, being therefore the star problem.In particular, the increase in these incidents is focused on billing related to supplies of services such as electricity and gas due to the changes of marketer, high without consent and deadlines for dismissal ".
Ruiz Jódar, in this sense, has indicated that due to the liberalization of the electricity market, the user finds a great offer in the market to choose the marketer freely who wants.
The user has to know how to choose the company that best suits their particular interests.
The advice to take into account in this regard that we raise from the City Council are the following:
-Do not sign any contract without prior analysis and consideration of the offer by the user, studying family characteristics, consumption etc.
- Check our invoices and that the readings are correct
- Rationalize our consumption.
We have to be aware of our consumption and its cost ".
The Edil de Consumo explained that "telephony problems have remained the same as in previous years and have been mainly related to ups and downs, portabilities, periods of permanence and additional pricing, as well as the download of mobile applications. problems, from the Lorca OMIC advise citizens, in general, not rush to change operator, study the different offers well, maintain the chosen criteria, always keep contracts and advertising, distrust the surprising offers, control and analyze their invoices always, if you notice something irregular as soon as possible, raise the problem to the operator (keep your reference) and if in a SHORT time it is not resolved go to our OMIC .We also have to pay special attention to the numbers of additional charge for its high cost (803., 806 ..., 905 ... 907 ...) and with the short numbers of five figures (25 --- 35 --- etc,) and
of six figures (79 ----, 99 ---- etc), being able to request its deactivation to the operator.
Neither should we confuse low with portability. "Carmen Carmen Ruiz has detailed that" the total number of queries related to financial services have reached 303 and in terms of claims have exceeded 90, the problems being related to:
- Bank account cancellations
- Mortgage loan formalization expenses
- Commissions for the maintenance of bank accounts
- Problems with ATMs
Regarding insurance, it should be noted that the problems have been related to cancellation of the policy, modification of the conditions and breach of the particular and general conditions.
The total number of consultations received in the first six months of the year was 140 and 40 complaints.
As for the products and goods group, it should be noted that more than 480 queries have been made and 100 claims have been exceeded.
As for special sales, referred to sale address, telephone, Internet etc.
The tips to keep in mind are:
- Before buying see our economic possibilities.
- Examine the product that we are going to acquire, if applicable.
- Read the contracts before signing.
- Deadlines to desist.
- Copy of documents that are signed.
- Do not trust the bargains.
Arbitration, a consumer ally
Consume Councilwoman has also indicated that "from the OMIC procedure is processed to the claims filed by consumers / users, which, once analyzed and studied, performs a mediating function with the claim, thereby resolving more than 90% of the claims of citizens and the rest are sent to the competent bodies or to the Consumer Arbitration Board of our Autonomous Community.It is important to highlight that there are energy trading companies that are subject to consumer arbitrage, this, like the operators help, so that the user can solve their problems in this way, if necessary.It is important to know that most of the operators are subject to Consumer Arbitration and that the problem that the user is presented with them is solved by this way free and extrajudicial ". Ruíz Jódar has also indicated that" throughout the first semester of 2018 the Consumer Arbitration Boards held by videocon
This office has been 60. Of these, 42 correspond to citizens of this municipality who have filed claims in this OMIC and the rest, correspond to files of neighboring municipalities, such as Totana and Puerto Lumbreras, which are also held at this headquarters "
Source: Ayuntamiento de Lorca
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