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This is the balance of the demands raised through this Council over the last year.

The total number of consultations was 5,940, while the number of complaints was 1,133.

The Councilor for Health and Consumer Affairs of the City of Lorca, María del Carmen Ruiz, has reported that the service of citizen care of the Municipal Consumer Information Office (OMIC) has managed to recover 150,000 euros over the last year to users Who have submitted their claims through this municipal department, a service that, we remember, is totally free for all citizens.

In addition, the result of the 30% of cases that are still being processed will have to be added soon to this amount.

Ruiz Jódar has indicated that in the consultations and claims made during the year 2016, the majority trend towards basic supplies, financial services and insurance remains.

In basic supplies, we must highlight the claims on electricity and gas related to changes in merchandising and discharges without consent, withdrawal periods, additional maintenance services, billing and change of digital counters.

We must point out that these reimbursements, classified according to the group of goods to which they belong, are the following:

Electronics and vehicles: € 6,620.01

Household goods: € 3,197.29

Textile: € 275.65

Telesales: € 5,265.01

Teaching Academies: € 3,131.29

Private health: € 9,288

Insurance: € 26,609.48

Financial services: € 21,609.30

Repairs: 1,382.89 €

Basic supplies: € 63,451.93

Means of transport: € 5,440.04

Tourism and leisure: € 1471.99

Others: € 1,469.49

The distribution of complaints and consultations by groups is as follows:

GROUP

CLAIMS

CONSULTATIONS

Food (supermarkets, small business)

5

25

Products and goods (furniture, computers ...)

147

911

Services (academies, insurance, loans ...)

981

5.004

The Edil de Consumo has added that in terms of telephony, the problems related to portability, service downtime, down payment penalties, telephone contracts, terminal refunds, breach of contracts and additional charges are highlighted.

With regard to financial services, these focus on issues such as Mortgage Loans, Commissions for Account Maintenance, Return of charges, Expenses for services and Problems with ATMs.

María del Carmen Ruiz has pointed out that the claims, regarding insurance companies, refer to policy losses, modification of conditions and non-compliance with the particular and general conditions.

Most of the claims presented are resolved favorably for the consumer, without the need to go to court or out of court.

The economic benefits, (on returns, cancellations, equipment changes, cancellations ...) that have obtained the totality of consumers with the claims filed has been to date of 150,000 euros, although there are still approximately 30% of records To conclude.

The Edil de Consumo has pointed out that during the period under review, OMIC, in the development of its most important function, which is the information and the processing of complaints, continues its upward trend as a consequence of the demands that the users of this service .

This service also attends to all the queries that the citizens may have, having reached in these months the 5,940, arriving to be specified in form of claim 1,133.

Almost 29,000 euros reinstated to users only in the chapter of mobile telephony.

The Councilor for Consumer Affairs has stated that one of the sectors with the highest number of complaints is telephony.

To avoid these problems we advise citizens not to rush when changing operators, to study the different offers well, to keep the criteria chosen, to always keep contracts and advertising, to distrust surprising offers, to control and analyze invoices always, to contact the operator Before if irregularities are observed, and if in a short space of time the situation is not resolved, go to the OMIC.

In addition, we must also pay special attention to the numbers with additional charges for their high cost (803 ..., 806 ..., 905 ..., 907 ...) and the short numbers of five or six digits (25 ---, 79 --- - etc.), being able to request its deactivation to the operator.

Neither should we confuse low with portability.

Ruiz Jódar has indicated that the problems related to the electricity supply posed by the user are usually related to changes in contracts, delayed payment and readings.

Due to the liberalization of the electric market, the user finds a great deal in the market to freely choose the marketer he wants, having to know how to choose the company that best suits him.

The councils to take into account in this regard that we raise from the City Council are the following:

Do not sign contracts without prior analysis and consideration by the user, studying family characteristics, consumption ...

Check our invoices and especially that the readings are correct.

Rationalize our consumption.

The Councilor for Consumption has encouraged citizens to make use of this municipal service, which year after year proves to be of great use to the inhabitants of the whole region, remembering that the facilities are in the area of ​​La Alberca, more specifically in The Calle Carmen Ayala Gabarrón.

Arbitration Boards, a consumer ally.

The Councilor for Consumer Affairs has indicated that from the OMIC is processed to the complaints filed by consumers and users.

Once analyzed and studied, a mediating function is performed with the claimed company.

During 2016, 94 hearings were held, of which 90% refer to complaints filed at Lorca's OMIC.

It is important to note that there are energy trading companies that are subject to consumer arbitrage;

This helps the user to solve their problem in this way, in their case 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 resolved by this free way And extrajudicial.

Source: Ayuntamiento de Lorca