Complaints Book DIGITAL INDECOPI
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In compliance with Law No. 29571 and Directive No. 011-2022-INDECOPI/DIR-COD, this digital book allows you to file formal complaints quickly and securely.
Important:
The Complaints Book is for formal complaints and grievances about the service received. It does not replace customer service channels nor warranty/support mechanisms.
X-TRAVEL PERU. This is X-TRAVEL PERU's Virtual Complaints Book. Here you can submit a complaint if you experienced any issues with our service.
Considerations to File a Complaint in Tourism
- 1 Truthful and complete information: Name, ID/Passport, email and phone must be correct and verifiable (Art. 24 – Law No. 29571).
- 2 Clear and detailed description: Include dates, contracted services, and the reason for the complaint (Art. 150 – Law No. 29571).
- 3 Attach evidence (if applicable): Receipts, emails, photos or other documents may help (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
- 4 Use formal and respectful language: Offensive language can be dismissed (Art. 132 – Law No. 29571).
- 5 Submission within a reasonable time frame (Art. 26 – Law No. 29571).
Reasons a complaint may be rejected:
- Missing essential information (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
- False or incorrect data (Art. 24 – Law No. 29571).
- Complaint submitted after the deadline (Art. 26 – Law No. 29571).
- Duplicate complaints without new evidence (Art. 132 – Law No. 29571).
- Offensive or threatening language (Art. 132 – Law No. 29571).
Response time: The company must respond within 30 calendar days, except complex cases (Art. 152 – Law No. 29571).
Filing a complaint does not prevent going to INDECOPI or other legal instances.