1. HANDLING OF PETITIONS, COMPLAINTS, CLAIMS, AND DENUNCIATIONS

Requests, inquiries, and complaints from consumers of Remanence should be directed to:

Contact Channels:
E-mail: serviciocliente@remanence.com

This will be the contact person for consumers for all purposes outlined in these Terms and Conditions.

 

2. PCCD Handling Procedure

Consumers, regardless of the type or channel through which they have interacted with Remanence, may exercise their consumer rights by submitting requests, petitions, complaints, claims, or commendations.

 

3. PCCD Handling Responsibility

Inquiries directed to Remanence must include at a minimum the following information:
a) Full name of the consumer and/or their representative and/or successors;
b) A clear description of the request, petition, complaint, claim, suggestion, or commendation;
c) Physical address, email address, and contact phone number of the consumer and/or their successors or representatives;
d) Signature, identification number, or corresponding validation procedure;
e) Submission through the consultation channels provided by Remanence.

Once a PCCD is received from the consumer, their representative, or a duly authorized third party, through the established channels, Remanence will verify that the request contains all required specifications to assess whether the right is being exercised by an interested party or their representative, thereby ensuring that legal standing is established.

 

4. PCCD's Response Time

PCCD's received through the aforementioned channels will be addressed within a maximum of fifteen (15) business days from the date of receipt.

If it is not possible to address the inquiry within this timeframe, the interested party will be informed before the expiration of the fifteen (15) days, stating the reasons for the delay and indicating the date when the inquiry will be addressed, which in no case shall exceed five (5) business days following the expiration of the initial deadline.