Complaints book compliance for businesses in Peru: what the law requires
If you serve the public from premises or sell through a digital platform, you need a physical or virtual complaints book, a visible notice, a written answer to every reclamo and queja within 15 business days with no extension, and sheets kept for two years.
VerificationVerified against the official sourceSee the sources ↓
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El Peruano · Congress of Peru · Peruvian State portal (gob.pe)
Checked 1 Oct 2026Next review 12 Dec 2026
What we read and what we did notTable 4 of DS 032-2021-PCM, article 110 of Ley 29571 and the Complaints Book Regulation were read in official texts; the response deadline in force comes from Ley 31435 and DS 101-2022-PCM. The exact format and measurements of the notice sit in annexes II and III of the regulation, which we do not reproduce. We could not find the decree that was to adapt the regulation to e-commerce after Ley 32495.
The clock running against you
15 business days from the reclamo being registered in the book.This is a procedural deadline: miss it and you lose that route and have to start another.
Ley N.º 31435, artículos 24.1 y 152
Who is obliged
Two groups:
- Commercial establishments open to the public. The original scope of the regulation (DS 011-2011-PCM, article 1) and of article 150 of the Code. Shop, restaurant, clinic, gym, workshop, agency: if you serve the public from premises, you are in.
- Every e-commerce platform. Added by Ley 32495 on 11 November 2025. Website, app or marketplace: if you sell online, you are in too.
Physical or virtual
Article 150 allows both. The regulation (article 4) permits a virtual book on one condition: the consumer must be able to print a free copy of their virtual complaint sheet. A web form that produces no downloadable or printable copy does not comply.
In a physical book, every sheet carries a copy for the customer. A blank notebook is not a libro de reclamaciones.
The notice
Article 151 of the Code and article 9 of the regulation require a notice stating that the book exists, “en un lugar visible y fácilmente accesible al público.” The regulation refers to an annex format whose dimensions and exact wording we have not confirmed, so we do not reproduce them here: check the annex before you print it.
On a digital platform the equivalent is the link to the book, displayed permanently in a visible and easily accessible place. Not behind a login, not only inside checkout.
Not displaying the notice is breach type C. It is the easiest to detect and the cheapest to avoid.
The fifteen business days
Since Ley 31435 (in force from May 2022) and DS 101-2022-PCM, the deadline to answer is fifteen business days, not extendable, for reclamos and quejas alike. The clock starts when the sheet is logged. There is no extension.
Not answering in time is breach type B, separate from whatever the complaint is about. Even when the customer is wrong, you must answer.
Keep for two years
Article 12 of the regulation requires sheets to be kept “dos (2) años desde la fecha de registro de la queja o reclamo.” Keep the answer and proof of sending with each sheet. That file is your defence in a denuncia.
Online sales: what exists and what is missing
Ley 32495 is in force. What does not yet exist is the decree that was to adapt the regulation within thirty calendar days: we found none published. In the meantime, apply the text of the law (a book plus a permanent link) and the general rules of the regulation (free copy, fifteen business days, two-year retention).
The fine table
The reference scale is Table 4 of DS 032-2021-PCM. We could not confirm it on El Peruano in this verification.
| Type | Behaviours | Micro | Small | Medium / large |
|---|---|---|---|---|
| A | No book; refusing to attend; conditioning on prior payment; no SIREC report | >1 – 2.5 UIT | >2.5 – 5 UIT | >5 – 10 UIT |
| B | Not supporting entry; book not accessible; not answering in time | >0.5 – 1 UIT | >1 – 2.5 UIT | >2.5 – 5 UIT |
| C | Not handing over the sheet; not displaying the notice | Warning – 0.5 UIT | >0.5 – 1 UIT | >1 – 2.5 UIT |
Above that table sits article 110 of the Code: a warning or a fine, capped at 50 UIT (minor), 150 (serious) and 450 (very serious). And an income cap that is widely misunderstood: a fine on a micro business may not exceed 10% of its gross income, and on a small business 20%, only if income is proven, there is no repeat offence and the case does not affect life, health or physical integrity. Medium and large companies get no such cap.
Checklist
- I have a complaints book, physical or virtual.
- If virtual, the customer can print a free copy of their sheet.
- If physical, every sheet has a copy for the customer.
- The notice is in a visible, easily accessible place, in the annex format.
- If I sell online, the link to the book is permanently visible on the platform.
- Someone checks the book every day.
- Every answer goes out in writing before business day 15 from entry.
- I answer quejas too, not only reclamos.
- Sheet, answer and proof of sending are filed for two years.
- No member of staff makes handing over the book conditional on payment.
The free tools, the other pages that concern a business and the MYPE documents are gathered on For businesses.
How to file
- Choose physical or virtualBoth are valid. If virtual, the system must let the consumer print a free copy of their sheet. If physical, every sheet must have a copy for the customer.
- Put up the notice or the linkPremises: a notice in a visible, easily accessible place, in the format of the regulation's annex. Digital platform: a permanent, visible, easily accessible link.
- Give someone the deadlineOne person responsible for checking the book every day and for getting the written answer out before business day 15. A system that reads the book once a week has already used a third of the time.
- File for two yearsSheet, answer and proof of sending, together, two years from entry. That is your defence if a denuncia arrives.
- If Indecopi notifies you, answer in timeA complaint via Reclama Virtual seeks a conciliation. A denuncia opens a sanctioning procedure, and you want the sheet and your answer on file when you respond.
Want it drafted for you? Escrito listo — S/ 15 · available soon →
What people fail to ask in time
Do you know how big the fine you are risking is, and who decides which band your case lands in?
Find out before it matters →What most people believe — and what the law says
My business is small, nobody is going to inspect me.
Indecopi's scale has a dedicated micro-business column. A smaller fine is still a fine, and a missing notice is one of the easiest things to spot on a visit.
I have 30 days to answer.
Since 2022 it is fifteen business days, not extendable, for reclamos and quejas alike. The 30-day figure is from the original 2011 regulation.
I only sell online, so I don't need a book.
Since Ley 32495, published 11 November 2025, every e-commerce platform must have a book and display a permanent, visible link to it.
If the customer is wrong, I don't have to answer.
The duty is to answer in time, right or wrong. Not answering is a separate breach (type B), regardless of whether the complaint has merit.
Once answered, I can throw the sheet away.
Article 12 of the regulation requires sheets to be kept for two years from the date of entry.
The 10%-of-income cap always protects me.
It applies only to micro (10%) and small (20%) businesses, and only if you prove income, are not a repeat offender and the case does not affect life, health or integrity. Medium and large companies have no income cap.
Frequently asked questions
If I'm a micro business with no complaints book, what's the exact fine?
For micro businesses, not having a book is breach type A and runs from more than 1 up to 2.5 UIT, per Table 4 of DS 032-2021-PCM. For a small business the same breach rises to a range of more than 2.5 to 5 UIT, and for medium or large businesses, more than 5 to 10 UIT.
Can a contact form on my website count as my virtual complaints book?
Not unless it meets the condition in article 4 of the regulation: the consumer must be able to print a free copy of their complaint sheet. A form that produces no downloadable or printable copy doesn't comply, even if it logs the message.
What do I need to keep with each complaint sheet?
The complaint sheet, your written answer, and proof you sent it, all kept together for two years from the date of entry, per article 12 of the regulation. That complete file is your defence if Indecopi opens a proceeding.
Does a specific regulation for e-commerce platforms already exist?
Ley 32495 has been in force since 11 November 2025, but we found no published decree adapting the regulation to it in this verification. In the meantime, the text of the law applies (a book plus a permanent link), along with the regulation's general rules: free copy, fifteen business days, and two-year retention.
What the fine is
| Conduct | Severity | Range | Authority |
|---|---|---|---|
| Type A: no book; refusing to handle a complaint; making it conditional on prior payment — micro business DS 032-2021-PCM, Table 4, breach type A | variable | 1 – 2.5 UIT S/ 5,500.00 – S/ 13,750.00 $1,591 – $3,977 | Indecopi |
| Type A — small business DS 032-2021-PCM, Table 4, breach type A | variable | 2.5 – 5 UIT S/ 13,750.00 – S/ 27,500.00 $3,977 – $7,955 | Indecopi |
| Type A — medium or large business DS 032-2021-PCM, Table 4, breach type A | variable | 5 – 10 UIT S/ 27,500.00 – S/ 55,000.00 $7,955 – $15,910 | Indecopi |
| Type B: not supporting the entry of the complaint; book not accessible; not answering in time — micro business DS 032-2021-PCM, Table 4, breach type B | variable | 0.5 – 1 UIT S/ 2,750.00 – S/ 5,500.00 $795 – $1,591 | Indecopi |
| Type B — small business DS 032-2021-PCM, Table 4, breach type B | variable | 1 – 2.5 UIT S/ 5,500.00 – S/ 13,750.00 $1,591 – $3,977 | Indecopi |
| Type B — medium or large business DS 032-2021-PCM, Table 4, breach type B | variable | 2.5 – 5 UIT S/ 13,750.00 – S/ 27,500.00 $3,977 – $7,955 | Indecopi |
| Type C: not handing over the sheet; not displaying the notice — micro business DS 032-2021-PCM, Table 4, breach type C Runs from a warning (amonestación) up to 0.5 UIT. | variable | up to 0.5 UIT up to S/ 2,750.00 up to $795 | Indecopi |
| Type C — small business DS 032-2021-PCM, Table 4, breach type C | variable | 0.5 – 1 UIT S/ 2,750.00 – S/ 5,500.00 $795 – $1,591 | Indecopi |
| Type C — medium or large business DS 032-2021-PCM, Table 4, breach type C | variable | 1 – 2.5 UIT S/ 5,500.00 – S/ 13,750.00 $1,591 – $3,977 | Indecopi |
| General ceiling of the Consumer Code: minor up to 50 UIT, serious up to 150, very serious up to 450 Ley 29571, art. 110 A fine on a micro business may not exceed 10% of its gross income, and on a small business 20%, only if income is proven, there is no repeat offence and the case does not affect life, health or physical integrity. Medium and large companies have no such cap. | muy grave | up to 450 UIT up to S/ 2,475,000.00 up to $715,939 | Indecopi |
Fines are set in UIT. When the UIT moves, every fine moves with it. UIT 2026 = S/ 5,500 (Decreto Supremo N.º 301-2025-EF). Reference conversion only. The debt is owed in soles.FX rate as of2026-10-12: US$ 1 = S/ 3.457.
The exact law
Ley N.º 29571Articles 150 and 151read
Consumer Protection and Defence Code — duty to keep a complaints book and display the notice or link
«Los establecimientos comerciales, así como toda plataforma digital de comercio electrónico, deben contar con un libro de reclamaciones, en forma física o virtual.»
Ley N.º 32495Sole article and Sole Final Complementary Provisionread
Extends the complaints book to every e-commerce platform
«Las plataformas digitales de comercio electrónico exhiben permanentemente en un lugar visible y fácilmente accesible el enlace al libro de reclamaciones.»
Ley N.º 31435Articles 24.1 and 152read
Fifteen-business-day response deadline, not extendable, for reclamos and quejas
«...dar respuesta a los mismos en un plazo no mayor de quince (15) días hábiles improrrogables.»
Decreto Supremo N.º 011-2011-PCMArticles 1, 4, 9 and 12read
Complaints Book Regulation — scope, virtual book, notice, and two-year retention
«dos (2) años desde la fecha de registro de la queja o reclamo»
Decreto Supremo N.º 101-2022-PCMArticles 6 and 6-B of the Regulationread
Aligns the Regulation with the fifteen-business-day deadline for reclamos and quejas
«El reclamo que se registre en el Libro de Reclamaciones determina la obligación del proveedor de cumplir con atenderlo y darle respuesta en un plazo no mayor a quince (15) días hábiles»
Decreto Supremo N.º 032-2021-PCMTable 4read
Indecopi fine methodology — reference scale by breach type and company size
Ley N.º 29571Article 110read
Consumer Protection and Defence Code — administrative sanctions and caps by company size
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Before you open: license, ITSE, and the obligations already verified on this site, gathered in one place.
What this page already lets you do
- Name the rule that protects you
- Copy the exact article and send it
- Follow the steps, in order
- Know how far the fine goes