More than 2,500 inquiries and 632 complaints handled in 2024 reinforce OMIC’s role as a key advocate for consumer rights
Adeje Town Hall marked World Consumer Rights Day, March 15th, by highlighting the work of the Municipal Consumer Information Office (OMIC). This free service, in place since 1991, provides information, guidance, and support to consumers while also mediating disputes between consumers and businesses to find amicable solutions.
The councillor responsible for OMIC, Esther Rivero Vargas, underlined the importance of having a specialised service that enables citizens to exercise their rights effectively. “Adeje’s OMIC is a key resource for ensuring consumer protection and for resolving disputes swiftly and efficiently. Defending citizens’ rights is a priority for this council, and we will continue working to improve and expand this service,” said Rivero Vargas.
In 2024, OMIC handled 632 consumer complaints, recovering or preventing payments amounting to €164,472.74 for consumers through mediation and amicable settlements.
Additionally, the office received 2,522 consumer inquiries last year, responding via in-person consultations, phone, and email. The most common concerns related to mobile phone contracts, rental agreements, car repairs, banking issues, and online shopping.
Most common consumer complaints
Among the sectors with the highest number of complaints:
Mobile phone services: The main source of consumer disputes, particularly due to contract breaches and incorrect billing.
Insurance contracts: Issues related to automatic renewals, lack of coverage, or unclear policy conditions.
Airlines: Complaints about cancellations, delays, and lost luggage.
Banks: Disputes over fees, unfair clauses, and mortgage-related charges.
Online shopping: Fraud, faulty products, and refund difficulties.
Car repairs and utility services also featured among the main complaints.
A well-established service with over three decades of experience
Adeje’s OMIC was established in 1991 with the aim of protecting consumer rights. Over the past 30+ years, it has evolved into a reliable and efficient resource, offering a comprehensive service beyond complaint management.
OMIC provides:
Information and guidance, ensuring consumers have direct and clear access to their rights.
Complaint handling and mediation, helping to resolve disputes through friendly settlements.
Consumer education and training, raising awareness through workshops and campaigns.
The office also works in close collaboration with institutions such as the European Consumer Centre, and refers unresolved cases to the Consumer Arbitration Board. It actively participates in the Canary Islands Consumer Network, alongside the Canary Islands Government and other regional authorities.