If a tourist service supplier or provider does not respect price, quantities, dates, terms, deliveries, conditions, modalities, features, warranties, interests and other commitments relating to a tourist service offered in verbal or written form, you can file a complaint at the Procuraduria Federal del Consumidor (PROFECO) which is the competent authority to this matter.
Once you have submitted the complaint to the PROFECO, you can notify the Tourism Office by filling out the "SEDETUR COMPLAINT FORM", mentioning that the complaint has already been submitted to PROFECO.
PROFECO, through the Departamento de Conciliacion a Residentes en el Extranjero (CARE)
(Department of Reconciliation to Residents Abroad), protects your consumer rights even when
living outside of the Mexican Republic. Regardless your nationality, if you purchased some
goods or purchased a service with a regulated provider by the Mexican laws and you are not
satisfied with the product or service, PROFECO advises you, and if necessary, facilitates
the conciliation procedure between the parties involved free of charge.
To be able to respond to your complaint, you must:
All your information is confidential and PROFECO keeps and protects it according to our federal laws,
therefore, is not disclosed to third parties.
If you require more information, please contact (+52 55) 5211 1723 or send an email to email@example.com.
It is a module in which all conciliation hearings are forwarded via the Internet to suppliers of goods and services that have entered into a collaboration agreement with the Office (PROFECO) for this purpose. The advantages for consumers are:
A username and password are required, which will be provided when registering into the system.
To initiate the process and see the participating providers please visit:: http://concilianet.profeco.gob.mx