On March 30, 2021, Resolution No. 274/2021 (the “Resolution”) was published in the Official Gazette, creating the “Federal Single Window” within the scope of the National Directorate for Consumer Protection and Consumer Arbitration, under the Undersecretariat for Consumer Protection Actions of the Secretariat of Domestic Trade of the Ministry of Productive Development.
Federal Single Window
The main objective of the Federal Single Window is to facilitate the filing and processing of consumer complaints, within the framework of Law No. 24,240 on Consumer Protection, through an electronic platform, so that the National Authority, in its capacity as administrator of the system, can analyze and refer complaints for processing and eventual resolution.
This free, digitized system allows consumers to file their complaints on the platform designed for this purpose without having to travel, and to add any other information or additional documentation related to their complaint, without prejudice to other existing complaint channels.
Obligations for suppliers of goods and services
- Establishment of the address where all notifications will be considered authentic
The Resolution establishes that, in the event that they have not established an electronic address with the Pre-Conciliation Service for Consumer Relations, in accordance with the provisions of Resolution No. 616 dated November 25, 2020, of the Secretariat of Internal Trade of the Ministry of Productive Development, any supplier required, by virtue of a complaint filed with the Federal Single Window, must establish an electronic address within 10 business days of being notified.
This address shall be considered the registered address, and all notifications sent within the framework of the administrative procedures carried out by the National Enforcement Authority of Law No. 24,240 and the local enforcement authorities that adhere to the Resolution shall be considered valid.
- Inclusion of the link to the Federal Single Window complaint form:
The Resolution requires suppliers of goods and services that have websites or web applications to include a link that allows access from the corresponding page to the Federal Single Window complaint form, which must be worded as follows:
“Consumer Protection
For complaints
Click here”
They must comply with this obligation within 60 calendar days from March 30, 2021. Those who fail to do so will be subject to the penalties provided for in Law No. 24,240 on Consumer Protection.
