On March 15, 2024, the General Directorate of Consumer Protection and Defense of the City of Buenos Aires issued regulation DI-2024-1659-GCABABA-DGDYPC, which introduced the “Protocolo de Ventanilla del Turista” (Protocol). This came into force on March 18, 2024 in the autonomous city of Buenos Aires in accordance with Law No. 757.
According to this provision, tourists not resident in Buenos Aires may use the “Ventilla del Turista” before initiating the procedure provided for in Law No. 757 for the resolution of disputes arising from consumer relations in the tourism sector.
Companies offering tourist goods and services are encouraged to join the “Ventilla del Turista” in order to deal with tourists’ complaints quickly and effectively.
Tourists can submit their complaints verbally or in writing, but they must prove that they are not resident in the city. They must state the reason for their visit, the provider concerned, the facts and evidence of their complaint and the compensation they are seeking.
Providers must process incoming complaints within 24 to 48 working hours in accordance with the provisions of Law No. 757. Otherwise, the complaints will automatically become official complaints in accordance with the procedural rules set out in the said law.
