What is the OMIC?

The Municipal Consumer Information Office (OMIC) is a free service provided by the Town Council of Palma that:

    * Informs and provides orientation services to consumers and users about how to make use of their rights
    * Keep a record of the complaints, reports and claims made by consumers and users
    * Intermediate between the parties to find a solution to certain issues, always encouraging the voluntary resolution of complaints. 

WHAT SERVICES ARE BEING PROVIDED BY THE OMIC?

In case a consumer files a complaint, a report or a claim, the OMIC will:
 
Inform the consumer about his rights and if, according to the opinion of the OMIC, there are enough reasons to justify the complaint, the OMIC will:

Try to find a satisfactory solution for the consumer and, should this is not possible,

Will hand over the complaint to the compentent department

WHO MAY FILE A COMPLAINT AT THE OMIC?

Any natural person or legal body that is the end consumer of the good or service. One of the parties of the commercial relationship, that constitutes the basis of the complaint, must be a resident or have a business in Palma.

According to Article 3 of the Redrafted Text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by the Royal Legislative Decree 1/2007 issued on 16th November: "Consumers or users are any natural persons or legal bodies that act in a field that has no connection to an enterpreneurial or professional activity".

The OMIC is not entitled to handle complaints or claims arising among private persons or among retailers, professionals or enterpreneurs.

According to Article 4 of the Redrafted Text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by the Royal Legislative Decree 1/2007, enacted on 16th November: "Enterpreneur is a natural person or a legal body that acts within the scope of its enterpreneurial or professional activity, irrespective of the fact that the activity is public or private".

WHAT DIFFERENCE IS THERE BETWEEN A COMPLAINT, A REPORT AND A CLAIM?

COMPLAINT: Reflects the discomfort or dissatisfaction of a consumer towards a certain situation. A complaint does not expect a compensation.

REPORT: When the consumer reports about facts that may be considered going against what has been established by the consumer regulation and thus can be sanctioned. 

CLAIM: When a consumer requests from a company or a professional a compensation or a certain action, since he is of the opinion that his rights have not been respected.