Pro Consumidor refuerza monitoreo plataformas digitales de entrega a domicilio para protección al consumidor

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La entidad reconoce que hay muchos retos debido al auge del comercio electrónico, que tienen tantas innovaciones y exhortó a las empresas a cumplir con los criterios de protección al consumidor en todos los casos.

SANTO DOMINGO, República Dominicana. – Dado el nuevo escenario de la pandemia, que ha incrementado de manera exponencial el uso de las plataformas digitales para entrega a domicilio, el Instituto Nacional de Protección de los Derechos del Consumidor (Pro Consumidor), reforzó un programa de monitoreo y seguimiento a las plataformas que operan en el país, con el objetivo de proteger al consumidor que mediante ellas suple sus necesidades.

Anina Del Castillo, directora ejecutiva de Pro Consumidor, convocó a los representantes de las plataformas a la institución, informándoles que han aumentado las quejas de los usuarios en cuanto a múltiples aspectos de los servicios que esas empresas ofrecen, como: tener que pagar un valor diferente a lo notificado al hacer el pedido; incumplimiento en la entrega; promociones falsas; recepción de productos distintos al solicitado, entre otros.

Explicó que, aunque diferentes al esquema de ventas presenciales, las plataformas están sometidas a normas que garanticen la protección del consumidor, por lo que el propósito de la institución es que las mismas conozcan y respeten sus deberes frente a los consumidores, aunque solo sean intermediarias en la prestación de servicios.

Agregó que entre los casos más reclamados en la institución, se encuentra la no entrega del producto; falta de reembolso en caso de pedidos incompletos y cargos no informados.

Por tanto, la entidad sostuvo que este sector debe fortalecer las medidas de informar debidamente al consumidor, facilitarles el acceso de las políticas de cancelación, devolución y reclamaciones y resguardar los datos personales de los consumidores o usuarios, con el fin de proteger su privacidad y evitar posibles fraudes.

En un ambiente de dialogo, Del Castillo enfatizó sobre la importancia de la calidad y el cuidado del servicio brindado. “Los pedidos deben llegar completos y en caso contrario, deben recibir en un plazo razonable la solución correspondiente que no afecte al consumidor”.

A la vez, se les recordó a estos proveedores que deben mantener los procesos de higiene y desinfección en las áreas como el contenedor de alimentos, mochilas y otros donde se colocan los productos a entregar.

(+) Campaña

Recientemente la entidad lanzó una campaña digital “Recibe tu Compra Segura”, con la finalidad de proteger y concientizar a la población consumidora al momento de recibir los servicios de delivery en estos tiempos de pandemia y a la vez que los proveedores de bienes y servicios, se apeguen a las buenas prácticas comerciales y ejerzan sus obligaciones y responsabilidades.

“Mediante esta campaña, orientamos y educamos tanto a los consumidores y proveedores mediante las diferentes plataformas digitales existentes en las redes sociales, sobre la protección e higiene en la entrega de productos, cuidado personal del repartidor y el consumidor, protección en los pagos y seguridad en la entrega confiable en las compras en línea”, puntualizó el organismo.

Asimismo, se avanza en que los consumidores conozcan sus derechos y deberes como consumidores y que tengan la capacidad de exigir productos de calidad y la idoneidad necesaria al momento de recibir este servicio, a fin de que no se vean afectados en sus intereses económicos, su seguridad física y la salud.

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