The Consumer Protection and Consumer Arbitration Department , based in the City of Buenos Aires, issued Disposition No. 357/2021. This Resolution modified the earlier Resolution No. 316/2018- which set the guidelines for service cancellation by the consumer, as well as the obligation to set up a database and the provision of customer services at certain hours. From now on, insurers must comply with the following rules:
(i) their website must include a visible link by which the consumer can request the cancellation;
(ii) (ii) must keep a database with consumers information (this information will be regulated by the Consumer Authority);
(iii) (iii) shall establish a schedule for answering inquiries and complaints that shall not be less than the days and hours in which they operate commercially, and if the inquiries are answered only by phone, the schedule must be no less than eight hours during business day.
It is worth mentioning that the noncompliance of this ruling will be sanctioned in accordance with the provisions of the Consumer Law.
