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Consumer Protection Alert - November 2025
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LAW NO. 32495 - LAW AMENDING LAW 29571, CONSUMER PROTECTION AND DEFENSE CODE, TO INCLUDE DIGITAL E-COMMERCE PLATFORMS IN THE OBLIGATION TO MAINTAIN A COMPLAINTS BOOK
On November 11, 2025, Law No. 32495 was published in the Official Gazette El Peruano. This law amends the Consumer Protection and Defense Code (Law No. 29571) to clarify the obligation of e-commerce platforms to maintain a Complaints Book.
In general terms, it stipulates that all e-commerce platforms that facilitate the contracting or acquisition of goods or services must implement a Complaints Book, in physical or digital format, accessible to consumers. Likewise, it is established that digital platforms must display in a visible and easily accessible manner the link to the Complaints Book, in order to inform consumers about its existence and the procedure for registering claims or complaints.
The new wording of the aforementioned articles is as follows:
- Article 150. Complaints Book
Commercial establishments, as well as all digital e-commerce platforms, must have a complaints book, either in physical or digital form. The regulations establish the conditions, requirements, and other specifications for compliance with the obligation set forth in this article.
- Article 151. Display of the Complaints Book
For the purposes of Article 150, commercial establishments must display, in a visible and easily accessible location, a notice indicating the existence of the complaints book and the right of consumers to request it whenever they deem it necessary; likewise, digital e-commerce platforms must permanently display, in a visible and easily accessible location, the link to the complaints book.
This amendment explicitly incorporates into the Code an obligation that, in practice, INDECOPI had already been enforcing through various administrative rulings.
For further information, please contact Ximena Aramburú (xaramburu@estudiorodrigo.com) and/or Daniela Supo (dsupo@estudiorodrigo.com).