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Consumer Protection in Mexico
The Federal Consumer Protection Law of
Mexico
Choose one or more:
The Law
, Basic Principals
under the Law , Federal
Consumer Protection Attorney Generalship
, Conciliation and
Representation before Judicial Authorities
, Exceptions to the
Law , Cancellation
Period , Timeshare
Sales , Real
Estate Sales and Rentals
Recent
Changes to the Law
Also (on a separate page): Timeshare
Issues in Mexico
The Law
There exists a Federal Consumer Protection Law which protects those persons
which purchase services or items from businesses, and is of "Public Order
and Social Interest", wherefore the terms (rights and obligations) under
the law can not be waived (given up). The law covers promotions and sales, real
estate transactions, form contracts (preexisting formats), general
representations and warranties, credits sales and operations, lack of
performance , services, domicile sale, and others.
As well, this law has provision for registries such as the Registry of Real
Estate Intermediaries (agents) and the Public Registry of Adherence Contracts
(for prior filing of contract forms to be used by businesses).
Basic
Principals under the Law
The basic principles in consumer relations
under this law are: the protection of life, health and security of the consumer;
education and divulgence on the adequate consumption of the products and
services; adequate and clear information on the products and services; effective
prevention and repair of damages to the goods and intangible being (daño moral)
of the consumer; access to the administrative bodies for assistance; providing
of facilities for the defense of consumers rights; and protection against
miss-leading and abusive publicity, coercive and unfaithful commercial methods
as well as abusive or imposed clauses for contracting of services and products
by consumers.
Rights of the
Consumer in Mexico
1. Right to receive sufficient and truthful information
about the products acquired (Articles 32, 33 & 34 of the Federal Consumer
Protection Law).
2. Right to receive guaranties in clear and precise terms.
(Article 78 of the Federal Consumer Protection Law).
3. Right to receive information that advises of the risks
and danger of the products. (Article 41 of the Federal Consumer Protection Law).
4. Right to acquire the products that are in existence of
the rendering of a service, without negative or conditioning. (Article 43 of the
Federal Consumer Protection Law).
5. Right to participate in the benefits that are stipulated
in the promotions and offers. (Articles 46, 47, 48, 49 & 50 of the Federal
Consumer Protection Law).
6. Right to receive detailed information about the
conditions and periods of credit operations. (Article 66 of the Federal Consumer
Protection Law).
7. Right to just conditions in the charging of interest due
to credit purchases. (Article 69 of the Federal Consumer Protection Law).
8. Right to rescind the contract when the products acquired
are defective in manufacture or hidden defects (Article 82 of the Federal
Consumer Protection Law).
9. Right to receive a refund when more than the maximum
price was paid. (Article 91 of the Federal Consumer Protection Law).
10. Right to replacement of the product when the content is
less than indicated on the packaging. (Article 92 Fraction I of the Federal
Consumer Protection Law).
11. Right to replacement, discount(allowance),
compensation or return, if the products do not meet the conditions of quality,
brand or specifications offered. (Article 92 Fraction II of the Federal
Consumer Protection Law).
12. Rights to receive evidence of the commercial operation.
(Article 12 of the Federal Consumer Protection Law).
13. Right to receive quality in the repair service, with
the use of appropriate parts and replacement parts. (Article 60 of the Federal
Consumer Protection Law).
14. Right to receive indemnification for products that are
damaged upon receiving maintenance. (Article 61 of the Federal Consumer
Protection Law).
15. Right to have at your reach the information on the
prices of the services. (Article 57 of the Federal Consumer Protection Law).
16. Right to enjoy in equal conditions those services
offered to the public in general. (Article 58 of the Federal Consumer Protection
Law).
17. Right to request the intervention of the Consumer
Protection Agency when the consumers’ interests and rights are affected.
(Articles 20, 21, 24 & 97 of the Federal Consumer Protection Law).
18.Right to receive the information of the contracts of
adherence that are written in Spanish and in lettering that is legible at normal
view. (Article 85 of the Federal Consumer Protection Law).
19. Right to personal integrity of the consumers. (Article
10 of the Federal Consumer Protection Law).
20. When the purchase is made outside the commercial local
and there is a decision not to acquire the goods or services, the operation can
be rescinded with five business days as from the delivery of the goods or the
signing of the contract, whichever comes last. (Article 56 of the Federal
Consumer Protection Law).
21. Right to receive clear and sufficient information about
the acquisition of time share. (Articles 64 & 65 of the Federal Consumer
Protection Law).
22. Right to receive compliance with the delivery of the
real property. (Articles 73, 74, 75 & 76 of the Federal Consumer
Protection Law).
23. Rights of the incapacitated consumer. (Article 58 of
the Federal Consumer Protection Law).
24. Rights of non-discrimination of consumers. (Article 58
of the Federal Consumer Protection Law).
25. Rights of the consumers in internet operations.(Article
76 of the Federal Consumer Protection Law).
Federal Consumer
Protection Attorney Generalship
Although the law determines that the principal governing body is the Federal
Ministry of Commerce and Industrial Development of Mexico, the direct control is
in actuality under the Federal Consumer Protection Attorney Generalship, which
government agency is to apply the mentioned law. This Attorney General maintains
his head office in Mexico City (and is appointed by the President of Mexico),
with appointment of branch offices in most of the cities of any importance in
Mexico (purportedly in all states of Mexico) to handle those matter within their
geographical area of the country. However, when the consumer is a foreigner that
resides abroad and files a claim, the matter is turned over to the main offices
in Mexico City, to be handled by their International Matters Department
(Conciliation for Foreigners).
Conciliation
and Representation before Judicial Authorities
The Attorney Generalship will attempt to pursue the resolution of the dispute
in conciliation and by arbitration, with the authority to place administrative
fines on the commercial entity provider if it (he) does not come to the
authority to respond to the matter. If the commercial entity does not respond,
fines be placed upon the provider, which will continue to grow until it decides
to become part of the process. As well, the Attorney generalship can pursue in
court the defense and protection of groups of consumers.
Exceptions to
the Law
This
law does not cover the relationship or resulting contracts for labor relations;
nor for the relationships of the institutions and agencies whose supervision or
care is for National Banking and Stocks , Insurance and Finances or the
Retirement Savings System, nor for the rendering of professional services of a
commercial nature.
Cancellation
Period
There exists a five (5) day period of
cancellation ( I believe this is 5 Mexico business days), during which the contract does not become perfected, for sales
that are described as "at domicile, mediate or indirect". This
indicates those sales that are proposed or carried out, outside the local or
establishment of the provider, including the rental of chattels and the
rendering of services. This also applies to the selling of timeshare rights.
This 5 day right of cancellation is not
waivable (the buyer cannot give it up) and even if the buyer is convinced to
sign a document to give it up (waive the right) that waiver is not valid and the
buyer still have the 5 day right.
Federal Consumer Protection Law of Mexico
Artículo 56.- El contrato se perfeccionará a los cinco días
hábiles contados a partir de la entrega del bien o de la firma del contrato, lo
último que suceda. Durante ese lapso, el consumidor tendrá la facultad de
revocar su consentimiento sin responsabilidad alguna. La revocación deberá
hacerse mediante aviso o mediante entrega del bien en forma personal, por correo
registrado, o por otro medio fehaciente. La revocación hecha conforme a este
artículo deja sin efecto la operación. En este caso, los costos de flete y
seguro correrán a cargo del consumidor. Tratándose de servicios, lo anterior
no será aplicable si la fecha de prestación del servicio se encuentra a diez días
hábiles o menos de la fecha de la orden de compra.
Timeshare
Sales
Timeshare sales may only be performed when the
timeshare company has provided notice to the Ministry of Commerce and Industrial
Development of Mexico and the proposed contact contains certain elements
required by law.
Certain Real
Estate Sales and Rentals Subject to this Law
The acts relative to real estate in Mexico are
only subject to this law when they are performed by suppliers who are "subdividers"
or "contractors" of living quarters to be used for residential housing
for sale to the public or when they grant the consumer the right to use real
estate by means of the timeshare system, in terms of the law. As well, this law
is applicable to rental of residential (habitation) real estate in the Federal
District (Mexico City proper).
Recent
Changes to the Consumer Protection Law
Oct. 2004
Reformas a la Ley Federal de Protección al Consumidor
Conozca usted los
principales puntos de las reformas y adiciones a la Ley Federal de Protección
al Consumidor, publicadas en el diario oficial de la Federación el día 4 de
febrero de 2004, y las cuales entraran en vigor 90 días posteriores a su
publicación, entiéndase por esto el 4 de mayo de 2004, algunas disposiciones
entrarán en vigor posteriormente, a continuación se comunican las reformas que
se consideran mas importantes y de manera resumida:
Si tiene usted alguna duda con respecto a estas reformas, llame a la Gerencia de
Servicios Legales al 84 00 24 24 ext. 168 o envíe un correo electrónico a jorge.saenz@canaco.net
o a la dirección: ines.gonzalez@canaco.net
1.- Los Empresarios vuelven a ser considerados como consumidores, por lo que
podrán acudir ante la PROFECO a presentar sus quejas contra Telmex, CFE, etc.
2.- El Gobierno Federal, Estatal, Municipal y el Distrito Federal, se les sujeta
al cumplimiento de esta ley "en cuanto tengan el carácter de proveedores o
consumidores". Esto significa que podrán presentarse denuncias ante la
PROFECO en contra de los organismos del gobierno que presten servicios, como la
expedición de pasaportes, licencias, el suministro de agua, etc., etc.
3.- Las empresas que manejen información de consumidores para fines
publicitarios o mercadotécnicos, están obligados a proporcionar la información
que les soliciten los mismos consumidores, comunicándole la información que
han compartido con terceros, su identidad y las recomendaciones que hubieran
efectuado.
4.- La PROFECO llevara un registro de los consumidores que no deseen que su
información sea utilizada por las empresas de publicidad. Las disposición que
establece este registro entrará en vigor 18 meses después de su publicación.
5.- Las multas como medidas de apremio que aplicara la PROFECO, para hacer
cumplir sus determinaciones serán de $150.00 a $15,000.00, pudiendo imponer una
multa de $6,000.00 por cada día que transcurra sin que obedezca su mandato.
6.- La colocación de sellos de advertencia, la inmovilización de bienes, la
suspensión de servicios, el aseguramiento de mercancías y la suspensión de
publicidad se establecen en la Ley como medidas de seguridad que podrá imponer
la PROFECO.
7.- En la prestación de servicios que se ofrecen como paquete o todo incluido,
deberán informar a los consumidores con oportunidad y en su publicidad, lo que
incluyen tales paquetes y que no disponen de otros.
8.- Para iniciar la venta o pre venta del servicio de tiempo compartido será
obligatorio registrar previamente el contrato correspondiente ante la PROFECO.
9.- En los contratos de adhesión que deban registrarse ante la PROFECO, deberá
incluir una cláusula en la que se le reconozca competencia, para intervenir en
cualquier controversia que surja de la interpretación o aplicación del
referido contrato.
10.- El consumidor tendrá derecho a una compensación que no podrá ser menor
al 20 % del precio pagado, cuando la prestación del servicio sea deficiente.
Esta misma compensación se aplica para la venta de bienes.
11.- Las multas por incumplimiento de la obligaciones que se establecen en la
Ley se incrementará en forma exorbitante; estableciéndose para casos
calificados como graves la clausura total o parcial, hasta por noventa días y
una multa de $90,000.00 a $2,520,000.00. y hasta el doble en caso de
reincidencia.
De los casos que se califican como graves, cabe destacar el siguiente: "Aquellas
infracciones que se cometan en relación con bienes, productos o servicios que
por la temporada o las circunstancias especiales el mercado afecten los derechos
de un grupo de consumidores".
Los hoteleros podría ser denunciados por el incremento de sus tarifas en
llamadas temporadas altas, con el riesgo de calificar este incremento como una
infracción grave. Así mismo se establecen los casos particularmente graves en
los que PROFECO podrá clausurar establecimientos hasta por 90 días.
12.- Los consumidores podrán presentar y desahogar sus quejas por teléfono,
por vía electrónica o por cualquier otro medio idóneo.
13.- La Procuraduría podrá representar a los consumidores en el ejercicio de
acciones colectivas a fin de que puedan ser indemnizados por los daños y
perjuicios que algún proveedor les ocasione, así mismo los consumidores contarán
con mecanismos que les permitirá agilizar la defensa de sus derechos ante las
instancias judiciales competentes cuando el proveedor no cumpla con lo convenido
ante PROFECO.
14.- PROFECO publicará en el Diario Oficial de la Federación, modelos de
contratos de adhesión cuyo registro sea obligatorio, a fin de que las empresas
sólo den aviso a aquélla de su adopción, lo cual facilitará el cumplimiento
de la ley a los proveedores y reducirá costos de operaciones, lo que redundará
en ahorros para el consumidor.
15.- Los proveedores de gas, electricidad o telecomunicaciones, entre otros, no
podrán interrumpir el servicio si el consumidor ha presentado una queja
procedente en PROFECO.