Bibliographic citations
Vásquez, E., Layche, A. (2018). Atención de reclamos realizados a través del libro de reclamaciones, en el Distrito de Iquitos, periodo 2016-2017 [Tesis, Universidad Nacional de la Amazonía Peruana]. http://repositorio.unapiquitos.edu.pe/handle/20.500.12737/6041
Vásquez, E., Layche, A. Atención de reclamos realizados a través del libro de reclamaciones, en el Distrito de Iquitos, periodo 2016-2017 [Tesis]. : Universidad Nacional de la Amazonía Peruana; 2018. http://repositorio.unapiquitos.edu.pe/handle/20.500.12737/6041
@misc{sunedu/3117265,
title = "Atención de reclamos realizados a través del libro de reclamaciones, en el Distrito de Iquitos, periodo 2016-2017",
author = "Layche Florian, Almendra Johana",
publisher = "Universidad Nacional de la Amazonía Peruana",
year = "2018"
}
The increase in claims against products or services acquired in commercial establishments open to the public, reflects the problem of consumer dissatisfaction, considered this as a breach by the supplier of consumer rights reflected, for example, in the omission of information, non-compliance of contract, abusive clauses, lack of suitability of the product or service, fraudulent consumption or discriminatory treatment in the consumption relationship of any activity or economic sector. With the aim of improving such situation, the Book of Claims was born, as a tool that allows the filing of complaints or claims against the products or services offered by suppliers, whether or not they have been acquired, and whose legal-normative purpose, is to provide an immediate or short-term solution to the problems that arise within a consumer relationship. Thus, contributing toresearch in the legal-social field, the thesis entitled: "Attention to complaints made through the Book of Complaints, in the district of Iquitos, 2016-2017 period", a mixed thesis is put to consideration (qualitative and quantitative), through which it is intended, through a percentage numerical result, to determine whether the suppliers in time and place investigated complied with the claims that were filed, in accordance with the rules that regulate this mechanism. consumer protection, verifying for that purpose, if the providers attend and respond to the claims, if such attention was made within the period stipulated by the Consumer Protection and Defense Code, and if these are validly notified to the claiming consumers.
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