What we do?
When a consumer has a problem, besides offering information and advice, OMIC has three ways of dealing with it: claims, complaints and administrative complaints.
A claim is made when the consumer wishes to inform both an authorised body and the other party of something that has affected the normal functioning of the consumer relationship and seeks to obtain:
- Remedy for damage or loss
- Cancellation of a service
- Recision of a contract
- Cancellation of a debt
For example: “My telephone company has been overcharging me for my phone bills and I want them to pay back the money I've overpaid”.
To submit a claim to OMIC you must have already lodged one beforehand with the company, and we will need proof that the company received it (by registered post with acknowledgement of receipt, fax, etc.) You must have received a reply from the company, or a period of 30 days must have lapsed since the claim was sent.
You will find further information on how to file a claim in the Requirements for submitting a claim section.
A complaint is made when the consumer wishes to inform both an authorised body and the other party involved of something that has affected the normal functioning of the consumer relationship. Though not tantamount to any administrative offence, such matters, once they are corrected, may help to improve service quality and customer care.
For example: “I've been given a pair of shoes and I don't like them. The shop will give me a voucher for another product, but I would rather they gave me my money back”.
An administrative complaint is made when the consumer wishes to inform the public administration or a professional body of something that may constitute an administrative offence, so that, where appropriate, they can investigate and use their authority to correct the offending conduct.
For example: “The menu at the bar where I always have breakfast shows the prices without VAT”.