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September 8, 2014.

BACKGROUND
The Constitution of the United Mexican States in Article 28, states the
following;
The law will protect consumers and will lead their organization to take
better care of their interests.
In 1976, the Federal Consumer Protection Law (LFPC) is enacted
After the enactment of the Law, the Federal Attorney Office of Consumer
Protection, is created.
In order to protect consumer rights PROFECO
currently has a total of 38 state offices and 13
sub-State Offices nation wide;
BACKGROUND
Federal Consumer Protection Law through Article 24, empowers
PROFECO in seeking fairness and legal certainty between suppliers and
consumers;
PROFECO currently
has a total of 3,250
public employees in
all over the country;
FEDERAL GOVERMENT CONSUMER POLICY
ENRIQUE PEA NIETO
PRESIDENT OF THE UNITED MEXICAN STATES
NATIONAL
DEVELOPMENT PLAN
(PND) 2013-2018
Estrategy 4.7.5.
Protect the Consumer
Rights, improve market
information and ensure
the realization of the legal
and secure trade.
LIC. ILDEFONSO GUAJARDO VILLARREAL
SECRETARIO DE ECONOMA
INNOVATIVE DEVELOPMENT PROGRAM
(PRODEINN) 2013-2018
Objetive 4,
Strategy 4.5,
Action line 4.5.1.
Modernize the Consumer Care
Systems and Enforcement the
Law with respect to the
Consumer Rights
SECTOR PROGRAM
ECONOMY SECRETARY CONSUMER POLICY
CONSUMERS
FEDERAL ATTORNEY
Federal Consumer Protection Law
in Art. 28 states:
LORENA MARTNEZ RODRGUEZ
CONSUMERS FEDERAL ATTORNEY
The Consumers Federal Attorney
shall be appointed by the President
of the United Mexican States, and
must be a Mexican citizen and have
a bachelor's degree in law and have
performed outstandingly in
professional matters, public service,
academic or substantially related to
the purpose of this law
LEGAL AND NORMATIVE BASIS
Transverse Institutional Programs
National
Development Plan
(PND) 2013-2018
Strategy 4.7.5. Protect the
Consumer rights, improve
market information and
ensure the realization of
the legal and secure
trade.
Innovative
Development Program
(PRODEINN) 2013-2018
Objetive 4, Strategy 4.5,
action line 4.5.1.
Modernize the care
systems and the law
enforcement, with
respect to the consumer
rights
attention to
consumer
complaints
Promote a
culture of
responsible
consumer
Legal
Representation of
consumers in the
defense of their
rights
National Programme for equal opportunities and
non-discrimination of women 2013-2018
Program of the Near and Modern Government
2013-2018
PROFECO
Regulations to
suppliers
Custormer Rights
Custormer Education
and Divulgation
Programs
Responsible Supplier
Program
investigation of the
Prices to consumer
in the local market
Quality studies on
products and services
Verification and
Surveillance activities
Consumer defense and
collective actions
Consumers Magazine
and Quality Studies
Services and
Counseling to
Consumers
MISSION
Protect and promote the rights of
consumers, ensuring fair trade
relationships that strengthen a culture
of responsible consumption and
access to better market conditions for
products and services, ensuring
completeness, legality and legal
certainty within the regulatory
framework of Human Rights
recognized for consumers.
VISION
To Be an institution closer to the people, effective in protecting consumers
rights, recognized by its strict adherence to the law, able to promote the
citizen participation and education for responsible consumption.
SUPPORT PROCESSES
KEY PROCESSES
GENERAL STRUCTURE
Consumers Federal
Attorney
General Direction
Social
Communication
General Direction
Strategic Planning
and Evaluation
General Direction
State Offices
Internal Affairs
Office
General
Coordination
Administration
Assistant Attorney
Legal Affairs
General
Coordination
Education and
Divulgation
Assistant Attorney
Verifcation and
Surveillance
Assistant Attorney
Consumer Servicies
SCOPE OF COMPETENCE
CONSUMERS FEDERAL ATTORNEY
Attention to Complaints
Demands and Reports
Conciliation, Legal
Representation and
Advocacy
Application for
Register of Adhesion
Contracts
Legal procedures for
Violations to the Law
Dictum and Fines
Authorization of
Adhesion Contracts
Responsible Consumer
Education Programs
Responsible Vendor
Program
Education Programs to
comply with the Law and
Regulations
Divulgation of Consumers
Interest Information
Promote Consumers
associations
KEY ACTIVITIES
Consumers Federal Attorney
Office
I.- Propose to the Federal Government, draft laws, regulations, decrees and
other legal ordinances necessary for compliance with the Law and other
consumer relations concerning to legal provisions;
II.- Issue of organization manuals, procedures and services to the public, as well
as agreements and other guidelines and criteria necessary for the operation
of the Federal Attorney office;
III.- Organically assign administrative units to meet the Regulations;
IV.- Establish criteria for the imposition of fines and other penalties provided by
law, and to erase it, reduce, modify or switch them in order to preserve
equity in terms of the provisions of the Law itself
V.- Decide appeals regarding actions and final decisions issued by the
subordinate public employees;
VI.- Amend or repeal those administrative decisions officially single character
not in favor of a particular, issued by Assistant Attorneys, when conclusive
demonstration that they possibly issued in contravention of the provisions.
KEY ACTIVITIES
Assitant Attorney
Consumer Servicies
I.- Monitor, coordinate, control, substantiate and resolve conciliation,
arbitration and the violations of the Law, within the competence of its
administrative units;
II.- Coordinate, implement, monitor and control procedures related to the
review, modification, registration, cancellation and suspension of the use of
model contracts of adhesion, as well as suspension of other activities under
the Law and other applicable legal provisions;
III.- Monitor and evaluate advertising of goods, products and services that
broadcast in any kind of media and determine, where appropriate, the
suspension or correction of that which violates the provisions of the law and
other regulations which confer jurisdiction on the Consumers Federal
Attorney and apply appropriate sanctions;
KEY ACTIVITIES
I.- Monitor, coordinate and controlling verification and surveillance
procedures as well as violations to the Law, within the competence of its
administrative units;
II.- Demand the verification and monitoring of its own motion or on
application, on the terms provided in the Law and in the scope of its
competence, of the Federal Law on Metrology and Standardization, the
standards to which it relates and the other provisions laws, regulations and
applicable regulations;
Assitant Attorney
Verifcation and Surveillance
KEY ACTIVITIES
I.- Represent the Consumers Federal Attorney in all kinds of administrative,
judicial, and labor procedures and disputes arising from the exercise of its
powers;
II.- Implement and provide reports on defense and to coordinate and monitor the
interest and protect the legal acts of authority of the Consumers Federal
Attorney;
III.- Review and determine the legal and regulatory drafts proposed by the
administrative units under the Consumers Federal Attorney;
IV.- Submit for the consideration of the Consumers Federal Attorney, the draft
Law initiatives as well as the proposed regulations, Organic Statute and other
legal provisions and regulations necessary for the implementation of the Law
and to better fulfill the powers and duties of the Consumers Federal Attorney;
Assitant Attorney
Legal Affairs
KEY ACTIVITIES
I.- Plan and establish programs of consumer education and outreach through
publications, radio and television and consumer organizations in order to
inform consumers about their rights, quality and better conditions of
purchase for goods and services, as well as to guide the industry and
commerce to the needs and problems of consumers;
II.- Establishes mechanisms for coordination and cooperation with the
competent authorities and groups and radio and television companies of
national and regional scope, to provide educational and informational
programs on consumer relations;
III.- Suggest to the Consumers Federal Attorney perform specific education
campaigns, outreach and guidance through radio, television and
publications, as well as specific studies to understand and respond to the
needs of guidance and education of the consumer population.
General Coordination
Education and Divulgation
CONSUMER SERVICES
RECEPTION OF COMPLAINTS AND DEMANDS,
IMMEDIATE CONCILIATION,
ORIENTATION ON PRICES,
LEGAL COUNSELING,
PUBLIC REGISTER TO AVOID RECEIVING ADVERTISING,
DISCLOSURE OF CONSUMERS INTEREST INFORMATION,
COMMERCIAL BEHAVIOR
CONSUMERS TELEPHONE
MOBILE APPS ONLINE SERVICES
CONSUMER SERVICES
ONE TO ONE
CONCILIATION
PROCESSING OF
COMPLAINTS
BY WRITTEN
DICTUM
AND FINES
VERIFICATION OF
MISSLEADING
ADVERTISING
LEGAL PROCEDURES
FOR VIOLATIONS TO
THE LAW
CONSUMERS' LEGAL
REPRESENTATION
CONSUMERS'
COLLECTIVE ACTIONS
VERIFICATION
OF PRICES
VERIFICATION OF
LOW RANGE SCALES
VERIFICATION OF
LARGE RANGE SCALES
VERIFICATION OF LP
GAS PORTABLE TANKS
VERIFICATION OF
GAS DISPENSING
MACHINES
WARNING TO
CUSTOMERS ON
PURCHASING GOODS
IMMOBILIZATION OF
GOODS, PRODUCTS,
SERVICES, OR
DISPENSING
MACHINES
SUSPENSION OF
ACTIVITIES DUE
TO VIOLATIONS
TO THE LAW
MOBILE OFFICES TO
ATTEND CONSUMERS
IN REMOTE PLACES
LEGAL
ASSITANCE ON
VACATIONAL
PLACES
LEGAL
ASSITANCE ON
AIRPORTS AND
BUS STATIONS
Consumers
Magazine
Consumers Compass
Rsponsible
Consumers
Education
Promoting
to build
Consumers
Associations
Consumer
Advisory
Council
Who is Who
in Prices
polls and
surveys
Biological
Consumers National Laboratory
Metrology
Electrical Textile Chemical
Take Care
with Products
or Vendors
Notice on Legal
Procedures
Against Vendors
Collective Actions
on Strategic Sectors
CONSUMER SERVICES
PROFECO IN FIGURES
Complaints processed from january to june 2014 = 63,863
83%
17%
RESOLVED BY CONCILIATION
RESOLVED BY TRIAL
28,439,219.59 USD
Recovered amount on behalf of consumers via conciliation and legal procedures,
No. Sector Complaints jan jun 2014 %
1 TELECOMMUNICATIONS 15,832 24.8%
2 POWER UTILITIES 10,993 17.2%
3 TURISM 3,871 6.1%
4 DEPARTMENT STORES 2,634 4.1%
5 REAL STATE 2,375 3.7%

81%
of the claim by consumers
TOP FIVE SECTORS WITH MOST COMPLAINTS
PROFECO IN FIGURES
No. Sector Complaints jan jun 2014 %
1
COMISION FEDERAL DE
ELECTRICIDAD
10,993 17.2%
2 NEXTEL 3,511 5.5%
3 IUSACEL 2,519 3.9%
4 TELCEL 2,205 3.5%
5 TELMEX 1,370 2.1%
TOP FIVE VENDORS WITH MOST COMPLAINTS
Fines for violations to the Law and misleading advertising = 3,114
Phone calls received from Consumers = 220,071
Advice to Consumers by phone = 31,608
Advice to passengers in transit at airports or bus stations = 10,262
Appointments for consumers to be attended at the PROFECO Offices = 22,323
Visits from consumers to the PROFECO web site = 149,971
Visits from consumers to the PROFECO web site = 149,971
Public Register to avoid Receiving Advertising = 271,547
Data from 30/jun/14
PROFECO IN FIGURES
Public Register of Adhesion Contracts = 3,034
Verification of Gasoline Dispensing Machines = 15,889
Verification of LP Gas Distribution Plants = 535
Immobilization of mid range scales at LP Gas Distribution Plants = 22,323
Immobilization of Gasoline Dispensing Machines =2,814
Data from 30/jun/14
Verification of vehicles used to transport portable LP gas tanks = 337
Immobilization of vehicles used to transport portable LP gas tanks = 32
Verification by sampling of portable LP Gas tanks = 1,283
Immobilization of portable LP gas tanks = 3,067
Fines about violations to the Law in regards to fuels = 7,006,159.09 USD