As of early 2025, all establishments and businesses located in the Autonomous City of Buenos Aires that provide customer service or after-sales service, as well as public entertainment and amusement venues, and that have a website, must include on that website a link to an Online Book of Complaints, Gratitude, Suggestions, and Claims.
How should the Online Complaints Book be implemented?
- Link or QR code to the form. The main page of the websites must include either a link or a QR code—at the site’s discretion—in a visible location that directs users to an online form. If the link is chosen, it must be labeled “online complaints book.”
- Form content. The company must request the following information from users:
- Full name
- ID number
- Email address
- Phone number
- Reason for the complaint, gratitude, suggestion, or claim.
- Personal data processing. It is recommended that the form include a checkbox, unchecked by default, for the user to accept the company’s Privacy Policy and the processing of their personal data for the purpose of handling their message.
- Acknowledgment of receipt. Once the form is completed, the company must automatically send the user an acknowledgment of receipt via email, including a copy of the information entered in the form.
- Response period. Once the form is submitted, the company has a maximum of 15 business days to respond by email.
Example of Online Complaints Book implementation.
To facilitate understanding of how to implement the Online Complaints Book, we offer as an example the implementation we carried out on our own website, which can be accessed via the following link: Online Complaint book – Lerman & Szlak.
What can happen if I do not implement the Complaints Book?
Not having the online complaints book available or operational constitutes a legal violation and may result in penalties.
Depending on the case, those responsible may be subject to various sanctions such as fines, closures, suspensions from the National Registry of State Suppliers, and/or the loss of concessions, privileges, or special regimes.
The General Directorate for Consumer Protection and Advocacy of Buenos Aires may carry out inspections to verify that the complaints book exists and functions correctly.
If your company or organization has concerns about implementation, don’t hesitate to contact us: info@lermanszlak.com
You can also review the regulations at this link: https://boletinoficialpdf.buenosaires.gob.ar/util/imagen.php?idn=95180&idf=2
