Overview
- Law No. 32497 was published today, adding Article 150 to the Consumer Protection and Defense Code to cover digital commerce alongside physical stores.
- All commercial establishments and e‑commerce platforms must maintain a complaints book in physical or virtual form, with immediate effect.
- Digital platforms must display a permanent, clearly visible link to the complaints book, while physical locations must post a notice of its availability and consumers’ rights.
- The Executive must adapt the complaints‑book regulation (Decreto Supremo 011‑2011‑PCM) and the claims‑management regulation (SBS Resolution 04036‑2022) within 30 calendar days.
- Indecopi clarified the scope includes online stores, marketplaces and mobile applications operating in Peru and said complaint submission must be quick, direct and free of technological barriers.