Elda's OMIC Handles 460 Complaints and Over 1,400 Inquiries in a Year

Councillor for Responsible Consumption, Elizabeth Belda, revealed this morning the activity report data from the Municipal Consumer Information Office (OMIC) for the year 2024, on the occasion of the upcoming International Consumer Rights Day this Saturday.

The councillor, accompanied by Responsible Consumption technician Javier Paterna, recalled that "Elda's OMIC has been safeguarding consumer interests since 1984. Since then, over 126,000 people have visited its facilities on the second floor of the Central Market."

Regarding the year's balance, Elizabeth Belda highlighted that "throughout the year, 1,401 inquiries and 460 complaints were addressed, made by consumers in person, by phone, email, or online (via the City Council's electronic headquarters). Addressing these inquiries is crucial for consumers to have all the necessary information to know their rights before making a purchase, either in-store or online, contracting services, or, for example, claiming a warranty."

In 2024, the sector that generated the most inquiries was Other Services, which includes subsectors such as personal services, personal care, repair services, and others, with 246 inquiries (17.6% of the total). This was followed by inquiries about Banks and financial institutions, with 13.6% (190 inquiries), issues related to Insurance, with 157 inquiries (11.2%), and doubts about Telecommunications, with 145 inquiries (10.3%).

As for complaints, which involve administrative processing by OMIC for their management, of the 460 processed in 2024, 42.8% were resolved favorably through mediation, 30.7% were resolved unfavorably, 20% are pending resolution; the rest were referred to other agencies, directed to territorial commerce and consumer services, archived, dismissed, or sent to arbitration.

The most numerous complaints are related to Water (18.3% of the total, although the majority (75%) are resolved favorably through mediation), followed by Other services (16.7%), Insurance (10.4%), Banks and financial institutions (10.2%), and Telecommunications (9.8%).

Meanwhile, Javier Paterna recalled the educational work carried out by the Department of Responsible Consumption, mainly aimed at the younger audience: "This year, they will again have the opportunity to participate in various practical workshops that were successfully conducted in 2024, involving 507 students -188 more than in 2023- from 8 schools in Elda. In 2025, they will be held again in the schools themselves, through responsible consumption scavenger hunts, aimed at 4th-grade students, who will earn the title of Responsible Consumers with their participation."

Similarly, the Elda City Council conducted in 2024 "a special program of conscious and responsible consumption for the city's older population, the 'senior' consumers, with the development of several workshops in a participatory talk format, where attendees discussed topics of interest in consumer matters, clarifying doubts on issues such as food labeling or electricity bills. All with the aim of encouraging participants to discover and become aware of their rights and the consumption they engage in," Paterna indicated.

The workshops for senior consumers were well received with 247 participants and the collaboration of 10 civic, senior, and neighborhood associations in the city.

The Responsible Consumption technician recalled that "the Department of Responsible Consumption, in coordination with the OMIC NETWORK and with the support of the Directorate General of Commerce, Crafts, and Consumption of the Valencian Government, provides ongoing information, with articles of interest, publication of consumer regulations, advice, and practical utilities, through the Eldense Consumer Portal, accessible via the municipal website and the address elda.redomic.com."

The OMIC offices in Elda are located on the 2nd floor of the Central Market and offer hours from 9:00 a.m. to 2:00 p.m., Monday to Friday, with prior appointment recommended by calling 966 98 92 32 or emailing omic@elda.es.