SANTA CRUZ DE TENERIFE, Feb. 3 (EUROPE PRESS) –
The procedure for obtaining the claim sheets and processing them in tourism matters will have greater agility and legal certainty, in accordance with the new decree that regulates the characteristics and actions to be followed in the event of claims, complaints and reports.
At the proposal of the Ministry of Tourism, Industry and Commerce, the new text was taken into consideration today in the Governing Council and submitted to the Consultative Council of the Canary Islands, with the request for the corresponding opinion, before its final approval by the Executive.
Among the main novelties of the draft decree seen today by the Government is the incorporation of the electronic procedure both in the procedure for obtaining the claim forms and in the procedure for processing the claims, complaints and reports that are produced by users of tourist services.
In this sense, in order to comply with the obligation for establishments to have claim forms available to their customers, companies will no longer have to wait for the corresponding island councils to send them carbonless forms, which will no longer be issued.
The new procedure means that the owners of tourist companies or establishments will be obliged to interact electronically with the Administration, both to obtain and process claim forms, as well as for complaints or claims. Thus, the companies that are registered in the General Tourist Registry must request the complaint forms through the electronic headquarters of the Government of the Canary Islands.
Once the procedure has been completed and validated, the Administration will provide the requesting companies with a poster announcing the existence of complaint forms available to their customers; QR codes available to users to download the form on their electronic device, and copies of claim forms, which must be printed and delivered to claimants who could not or would like to opt for the electronic format.
For their part, tourist users will be able to submit claims, complaints and reports electronically at the electronic headquarters of the Government of the Canary Islands, which will be accessed through the QR code, without prejudice to the fact that if the tourist user deems it appropriate, You can exercise your right by submitting the printed format in any of the registries established by law. In addition, the completion of the form will no longer have to be done at the establishment, but rather the client can fill it out at the time he deems appropriate.
The foundation of the new Decree, according to the Minister of Tourism, Industry and Commerce, Yaiza Castilla, “is due to the need to adapt to a new reality as a consequence of the very development of the information society and the change in technological and social circumstances In this way, the voluntary access by tourist users to the complaint forms in electronic format will reinforce the right to formulate complaints and claims in a simpler and more simplified way.It is also an action that reduces administrative procedures, additional costs, such as the use of paper and waiting times”.
Likewise, in accordance with the new processing procedure, the establishments on which a claim, complaint or complaint has been formulated will be granted a period of 15 days to present their allegations and from there to assess by the Administration if it corresponds or not initiate the sanctioning procedure.
