CONSUMER ADVICE (Profeco in Mexico)
A PRACTICAL GUIDE FOR TOURISTS
When visiting Mexico you are protected by PROFECO (the Federal Bureau of consumer interests), the institution which informs, assesses and protects the consumer. They extend their protection to the people who do not live in Mexico and acquire any product or service from a Mexican supplier and are not satisfied with the goods or services. There are Profeco offices in all major cities in Mexico.
SERVICES AND LEGAL ADVICE
Information: Profeco offers free advice on the commercial conduct of companies operating in Mexico
Complaints: Profeco receives reports of non-compliance upon contracting a service or buying a certain product. Go to the Profeco office in the town where you are, making sure to present a copy of the documents which validate the operation undertaken: the receipt or contract and a valid form of identity. You can also present your complaints to Profeco via the Mexican Embassy or Consulate in your country of origin, or by sending them via mail. This is a totally free service and does not require the presence of the consumer in the procedure.
UPON CONTRACTING A SERVICE
• Read all the details specified in the contract and keep a copy.
• When buying any product ask for a receipt or invoice with the name, address and telephone number of the establishment where the purchase was made, as well as a description of the product bought.
• The rates and prices should always be on display and in Mexican Pesos. It is Illegal to advertise in a foreign currency.
• Don't forget to ask about any additional services which may be available, as well as their cost. Always check the cancellation fee and conditions.
• If your reservations are not honored or the prices or conditions vary to what is established in the contract, visit or call the nearest Profeco office.
ON THE ROAD
• Book your tickets in advance
• Make sure that your seat numbers are honored as well as the date and time of departure.
For entry into Mexico you must present the following:
• If you are the owner: the original and a copy of Proof of Ownership of the vehicle.
• If it is rented: the rental contract and authorization by the rental company allowing the vehicle to be taken out of the country.
• Upon obtaining the permit for temporary importation, you must stick the hologram sticker onto the front window, where it should remain for the length of your journey.
• To reinforce motorway security, there are checkpoints where your vehicle, baggage and documents may be checked. We recommend having your documents at hand and in order.
• Sometimes gas stations can be very far from on another: Avoid problems by filling up with the sufficient amount of gas for the distance you will travel.
The information you must submit is: Your name, complete address, telephone and fax numbers, and office hours for contact; supplier's name and address; a short letter explaining exactly what the reason of the complaint is and the amount requested; copies of all documents as evidence of the transactions, and all other available documents to support the claim.
On-Line Complaint Form
PROFECO DELEGACION CUAUHTEMOC: Avenida José Vasconcelos No.208, 6º Piso, Col. Condesa, México D.F. C.P. 06140
Tel: (011-5255) 5211-1723 Fax: (011-5255) 5625-6621 Web Site
PROFECO DELEGACION GUADALAJARA:
Marsella No.49 2do. Piso, Col. Americana Telephone: 3615.7335, 3615.7397 & 3615.7383
For any question or comment call us at: 5211.2052, 5211.9475
Ministry of Tourism, Mexico City Tel: 5250.0123 01.800.903.9200
National Immigration Institute, Mexico City Tel: 5387.2400