In Mexico, consumer protection is handled by a special government body called the Procuraduría Federal de Consumidor, or simply Profeco.
Profeco responds to a wide range of problems arising in the relationships between merchants and consumers, investigates complaints and imposes sanctions on businesses found to be in violation. It doesn't matter whether you are a Mexican citizen or a tourist in the country: Profeco is equally committed to both.
For most Mexican sellers, the very mention of «Profeco» is a signal that it is better to resolve the conflict with the buyer amicably. If you believe that your rights as a consumer have been violated — you were shortchanged, sold a low-quality product or provided a low-quality service, violated the criteria of the contract, — and the seller refuses to resolve the issue, feel free to complain to Profeco. Discrepancy between the price in the receipt and the label on the counter or product, “hidden payments”, failure to comply with the terms of promotions and sales, demand for tips — Moreover, there are reasons for such treatment.
It is very easy to contact Profeco; you do not need to go to their office. The easiest way is to use the forms of communication that the site offersProfeco:
- fill out a complaint form, or
- report a problem or consult in live chat.
Minimum knowledge of Spanish required. In addition, you can use Google translator. The complaint must be accompanied by the evidence you have: purchase receipts, photographs, etc.
You can also contact them through their Facebook and Tweeter accounts.
However, there are areas of activity to which Profeco’s competencies do not extend:
- labor relations,
- everything related to real estate: sale or rent,
- activities of public institutions, including hospitals and schools, administrative processes and the provision of public services,
- banking activities,
- criminal sphere,
- unorganized trade.
For each of these cases, Mexico has its own authority responsible for complying with the terms of relations with consumers.
Even if you received a service, and the seller did not have a license to carry out this type of activity, Profeco has the opportunity to consider that you should have inquired about the availability of a license before ordering the service. In this case, you should contact the Procuraduría de Justicia, which is also intended to protect against illegal commercial activities.
If you are not sure that your case falls within the competence of Profeco, still start resolving the issue with a consultation on the website of this organization.