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Consumer Protection in Mexico

The Federal Consumer Protection Law of Mexico


Choose one or more:

The Law , Basic Principals under the Law , Federal Consumer Protection Attorney Generalship , Conciliation and Representation before Judicial Authorities , Exceptions to the Law , Cancellation Period , Timeshare Sales , Real Estate Sales and Rentals

Recent Changes to the Law

Also (on a separate page): Timeshare Issues in Mexico


The Law

There exists a Federal Consumer Protection Law which protects those persons which purchase services or items from businesses, and is of "Public Order and Social Interest", wherefore the terms (rights and obligations) under the law can not be waived (given up). The law covers promotions and sales, real estate transactions, form contracts (preexisting formats), general representations and warranties, credits sales and operations, lack of performance , services, domicile sale, and others.

As well, this law has provision for registries such as the Registry of Real Estate Intermediaries (agents) and the Public Registry of Adherence Contracts (for prior filing of contract forms to be used by businesses).

Basic Principals under the Law

The basic principles in consumer relations under this law are: the protection of life, health and security of the consumer; education and divulgence on the adequate consumption of the products and services; adequate and clear information on the products and services; effective prevention and repair of damages to the goods and intangible being (daño moral) of the consumer; access to the administrative bodies for assistance; providing of facilities for the defense of consumers rights; and protection against miss-leading and abusive publicity, coercive and unfaithful commercial methods as well as abusive or imposed clauses for contracting of services and products by consumers.

Rights of the Consumer in Mexico

1. Right to receive sufficient and truthful information about the products acquired (Articles 32, 33 & 34 of the Federal Consumer Protection Law).

2. Right to receive guaranties in clear and precise terms. (Article 78 of the Federal Consumer Protection Law).

3. Right to receive information that advises of the risks and danger of the products. (Article 41 of the Federal Consumer Protection Law).

4. Right to acquire the products that are in existence of the rendering of a service, without negative or conditioning. (Article 43 of the Federal Consumer Protection Law).

5. Right to participate in the benefits that are stipulated in the promotions and offers. (Articles 46, 47, 48, 49 & 50 of the Federal Consumer Protection Law).

6. Right to receive detailed information about the conditions and periods of credit operations. (Article 66 of the Federal Consumer Protection Law).

7. Right to just conditions in the charging of interest due to credit purchases. (Article 69 of the Federal Consumer Protection Law).

8. Right to rescind the contract when the products acquired are defective in manufacture or hidden defects (Article 82 of the Federal Consumer Protection Law).

9. Right to receive a refund when more than the maximum price was paid.  (Article 91 of the Federal Consumer Protection Law).

10. Right to replacement of the product when the content is less than indicated on the packaging. (Article 92 Fraction I of the Federal Consumer Protection Law).

11.  Right to replacement, discount(allowance), compensation or return, if the products do not meet the conditions of quality, brand or specifications offered.  (Article 92 Fraction II of the Federal Consumer Protection Law).

12. Rights to receive evidence of the commercial operation. (Article 12 of the Federal Consumer Protection Law).

13. Right to receive quality in the repair service, with the use of appropriate parts and replacement parts. (Article 60 of the Federal Consumer Protection Law).

14. Right to receive indemnification for products that are damaged upon receiving maintenance. (Article 61 of the Federal Consumer Protection Law).

15. Right to have at your reach the information on the prices of the services. (Article 57 of the Federal Consumer Protection Law).

16. Right to enjoy in equal conditions those services offered to the public in general. (Article 58 of the Federal Consumer Protection Law).

17. Right to request the intervention of the Consumer Protection Agency when the consumers’ interests and rights are affected. (Articles 20, 21, 24 & 97  of the Federal Consumer Protection Law).

18.Right to receive the information of the contracts of adherence that are written in Spanish and in lettering that is legible at normal view. (Article 85 of the Federal Consumer Protection Law).

19. Right to personal integrity of the consumers. (Article 10 of the Federal Consumer Protection Law).

20. When the purchase is made outside the commercial local and there is a decision not to acquire the goods or services, the operation can be rescinded with five business days as from the delivery of the goods or the signing of the contract, whichever comes last. (Article 56 of the Federal Consumer Protection Law).

21. Right to receive clear and sufficient information about the acquisition of time share. (Articles 64 & 65 of the Federal Consumer Protection Law).

22. Right to receive compliance with the delivery of the real property. (Articles 73, 74, 75  & 76 of the Federal Consumer Protection Law).

23. Rights of the incapacitated consumer. (Article 58 of the Federal Consumer Protection Law).

24. Rights of non-discrimination of consumers. (Article 58 of the Federal Consumer Protection Law).

25. Rights of the consumers in internet operations.(Article 76 of the Federal Consumer Protection Law).

Federal Consumer Protection Attorney Generalship

Although the law determines that the principal governing body is the Federal Ministry of Commerce and Industrial Development of Mexico, the direct control is in actuality under the Federal Consumer Protection Attorney Generalship, which government agency is to apply the mentioned law. This Attorney General maintains his head office in Mexico City (and is appointed by the President of Mexico), with appointment of branch offices in most of the cities of any importance in Mexico (purportedly in all states of Mexico) to handle those matter within their geographical area of the country. However, when the consumer is a foreigner that resides abroad and files a claim, the matter is turned over to the main offices in Mexico City, to be handled by their International Matters Department (Conciliation for Foreigners).

Conciliation and Representation before Judicial Authorities

The Attorney Generalship will attempt to pursue the resolution of the dispute in conciliation and by arbitration, with the authority to place administrative fines on the commercial entity provider if it (he) does not come to the authority to respond to the matter. If the commercial entity does not respond, fines be placed upon the provider, which will continue to grow until it decides to become part of the process. As well, the Attorney generalship can pursue in court the defense and protection of groups of consumers.

Exceptions to the Law

This law does not cover the relationship or resulting contracts for labor relations; nor for the relationships of the institutions and agencies whose supervision or care is for National Banking and Stocks , Insurance and Finances or the Retirement Savings System, nor for the rendering of professional services of a commercial nature.

Cancellation Period

There exists a five (5) day period of cancellation ( I believe this is 5 Mexico business days), during which the contract does not become perfected, for sales that are described as "at domicile, mediate or indirect". This indicates those sales that are proposed or carried out, outside the local or establishment of the provider, including the rental of chattels and the rendering of services. This also applies to the selling of timeshare rights.

This 5 day right of cancellation is not waivable (the buyer cannot give it up) and even if the buyer is convinced to sign a document to give it up (waive the right) that waiver is not valid and the buyer still have the 5 day right.

Federal Consumer Protection Law of Mexico

Artículo 56.- El contrato se perfeccionará a los cinco días hábiles contados a partir de la entrega del bien o de la firma del contrato, lo último que suceda. Durante ese lapso, el consumidor tendrá la facultad de revocar su consentimiento sin responsabilidad alguna. La revocación deberá hacerse mediante aviso o mediante entrega del bien en forma personal, por correo registrado, o por otro medio fehaciente. La revocación hecha conforme a este artículo deja sin efecto la operación. En este caso, los costos de flete y seguro correrán a cargo del consumidor. Tratándose de servicios, lo anterior no será aplicable si la fecha de prestación del servicio se encuentra a diez días hábiles o menos de la fecha de la orden de compra.

Timeshare Sales

Timeshare sales may only be performed when the timeshare company has provided notice to the Ministry of Commerce and Industrial Development of Mexico and the proposed contact contains certain elements required by law.

Certain Real Estate Sales and Rentals Subject to this Law

The acts relative to real estate in Mexico are only subject to this law when they are performed by suppliers who are "subdividers" or "contractors" of living quarters to be used for residential housing for sale to the public or when they grant the consumer the right to use real estate by means of the timeshare system, in terms of the law. As well, this law is applicable to rental of residential (habitation) real estate in the Federal District (Mexico City proper).

Recent Changes to the Consumer Protection Law

Oct. 2004

Reformas a la Ley Federal de Protección al Consumidor

Conozca usted los principales puntos de las reformas y adiciones a la Ley Federal de Protección al Consumidor, publicadas en el diario oficial de la Federación el día 4 de febrero de 2004, y las cuales entraran en vigor 90 días posteriores a su publicación, entiéndase por esto el 4 de mayo de 2004, algunas disposiciones entrarán en vigor posteriormente, a continuación se comunican las reformas que se consideran mas importantes y de manera resumida:

Si tiene usted alguna duda con respecto a estas reformas, llame a la Gerencia de Servicios Legales al 84 00 24 24 ext. 168 o envíe un correo electrónico a o a la dirección:

1.- Los Empresarios vuelven a ser considerados como consumidores, por lo que podrán acudir ante la PROFECO a presentar sus quejas contra Telmex, CFE, etc.

2.- El Gobierno Federal, Estatal, Municipal y el Distrito Federal, se les sujeta al cumplimiento de esta ley "en cuanto tengan el carácter de proveedores o consumidores". Esto significa que podrán presentarse denuncias ante la PROFECO en contra de los organismos del gobierno que presten servicios, como la expedición de pasaportes, licencias, el suministro de agua, etc., etc.

3.- Las empresas que manejen información de consumidores para fines publicitarios o mercadotécnicos, están obligados a proporcionar la información que les soliciten los mismos consumidores, comunicándole la información que han compartido con terceros, su identidad y las recomendaciones que hubieran efectuado.

4.- La PROFECO llevara un registro de los consumidores que no deseen que su información sea utilizada por las empresas de publicidad. Las disposición que establece este registro entrará en vigor 18 meses después de su publicación.

5.- Las multas como medidas de apremio que aplicara la PROFECO, para hacer cumplir sus determinaciones serán de $150.00 a $15,000.00, pudiendo imponer una multa de $6,000.00 por cada día que transcurra sin que obedezca su mandato.

6.- La colocación de sellos de advertencia, la inmovilización de bienes, la suspensión de servicios, el aseguramiento de mercancías y la suspensión de publicidad se establecen en la Ley como medidas de seguridad que podrá imponer la PROFECO.

7.- En la prestación de servicios que se ofrecen como paquete o todo incluido, deberán informar a los consumidores con oportunidad y en su publicidad, lo que incluyen tales paquetes y que no disponen de otros.

8.- Para iniciar la venta o pre venta del servicio de tiempo compartido será obligatorio registrar previamente el contrato correspondiente ante la PROFECO.

9.- En los contratos de adhesión que deban registrarse ante la PROFECO, deberá incluir una cláusula en la que se le reconozca competencia, para intervenir en cualquier controversia que surja de la interpretación o aplicación del referido contrato.

10.- El consumidor tendrá derecho a una compensación que no podrá ser menor al 20 % del precio pagado, cuando la prestación del servicio sea deficiente. Esta misma compensación se aplica para la venta de bienes.

11.- Las multas por incumplimiento de la obligaciones que se establecen en la Ley se incrementará en forma exorbitante; estableciéndose para casos calificados como graves la clausura total o parcial, hasta por noventa días y una multa de $90,000.00 a $2,520,000.00. y hasta el doble en caso de reincidencia.

De los casos que se califican como graves, cabe destacar el siguiente: "Aquellas infracciones que se cometan en relación con bienes, productos o servicios que por la temporada o las circunstancias especiales el mercado afecten los derechos de un grupo de consumidores".

Los hoteleros podría ser denunciados por el incremento de sus tarifas en llamadas temporadas altas, con el riesgo de calificar este incremento como una infracción grave. Así mismo se establecen los casos particularmente graves en los que PROFECO podrá clausurar establecimientos hasta por 90 días.

12.- Los consumidores podrán presentar y desahogar sus quejas por teléfono, por vía electrónica o por cualquier otro medio idóneo.

13.- La Procuraduría podrá representar a los consumidores en el ejercicio de acciones colectivas a fin de que puedan ser indemnizados por los daños y perjuicios que algún proveedor les ocasione, así mismo los consumidores contarán con mecanismos que les permitirá agilizar la defensa de sus derechos ante las instancias judiciales competentes cuando el proveedor no cumpla con lo convenido ante PROFECO.

14.- PROFECO publicará en el Diario Oficial de la Federación, modelos de contratos de adhesión cuyo registro sea obligatorio, a fin de que las empresas sólo den aviso a aquélla de su adopción, lo cual facilitará el cumplimiento de la ley a los proveedores y reducirá costos de operaciones, lo que redundará en ahorros para el consumidor.

15.- Los proveedores de gas, electricidad o telecomunicaciones, entre otros, no podrán interrumpir el servicio si el consumidor ha presentado una queja procedente en PROFECO.