Complaints Book Digital

In compliance with Law No. 29571 and Directive No. 011-2022-INDECOPI/DIR-COD, this digital book allows formal complaints to be submitted quickly and securely.

This is the Virtual Complaints Book of ATV Rainbow Mountain.

Here you can file a complaint or claim 📝 if you have experienced any inconvenience with our service.

Considerations for Filing a Complaint in the Tourism Sector

In accordance with Law No. 29571 – Consumer Protection and Defense Code and Directive No. 011-2022-INDECOPI/DIR-COD, consumers have the right to file complaints and claims through the Digital Complaints Book.

Requirements for a valid complaint:

Truthful and complete information: Name, ID/Passport, email, and phone must be correct and verifiable (Art. 24 – Law No. 29571).
Clear and detailed description: Must include dates, contracted services, and the reason for the complaint (Art. 150 – Law No. 29571).
Attach evidence (if applicable): Receipts, emails, photos, or other documents can help in the evaluation (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
Use of formal and respectful language: Complaints with offensive language may be dismissed (Art. 132 – Law No. 29571).
Submission within reasonable time: If filed outside the established time, it may not be attended (Art. 26 – Law No. 29571).

Reasons why a complaint may be rejected:

Lack of essential information (Art. 19 – Directive No. 011-2022-INDECOPI/DIR-COD).
False or incorrect data (Art. 24 – Law No. 29571).
Complaint filed outside the established deadline (Art. 26 – Law No. 29571).
Repeated complaints without new evidence (Art. 132 – Law No. 29571).
Use of offensive or threatening language (Art. 132 – Law No. 29571).

Response deadline:

The company must respond to the complaint within a maximum of 30 calendar days, except in complex cases (Art. 152 – Law No. 29571). Filing the complaint does not prevent going to INDECOPI or other legal authorities.