{"id":270310,"date":"2026-03-22T18:46:42","date_gmt":"2026-03-22T23:46:42","guid":{"rendered":"https:\/\/langcom.org\/?page_id=270310"},"modified":"2026-03-22T21:14:56","modified_gmt":"2026-03-23T02:14:56","slug":"libro-de-reclamaciones","status":"publish","type":"page","link":"https:\/\/langcom.cl\/fr\/libro-de-reclamaciones\/","title":{"rendered":"Livre de r\u00e9clamations"},"content":{"rendered":"<div class=\"et_pb_section_0 et_pb_section et_section_regular et_flex_section\">\n<div class=\"et_pb_row_0 et_pb_row et_flex_row\">\n<div class=\"et_pb_column_0 et_pb_column et-last-child et_flex_column et_pb_css_mix_blend_mode_passthrough et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\">\n<div class=\"et_pb_code_0 et_pb_code et_pb_module\"><div class=\"et_pb_code_inner\">    <div id=\"lrv-wrapper\">\n\n        <div class=\"lrv-header\">\n            <div class=\"lrv-seal\">\n                <svg viewbox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                    <circle cx=\"50\" cy=\"50\" r=\"48\" fill=\"#c0392b\" stroke=\"#fff\" stroke-width=\"2\"\/>\n                    <circle cx=\"50\" cy=\"50\" r=\"40\" fill=\"none\" stroke=\"rgba(255,255,255,.5)\" stroke-width=\"1\"\/>\n                    <rect x=\"18\" y=\"34\" width=\"64\" height=\"7\" rx=\"2\" fill=\"#fff\"\/>\n                    <rect x=\"22\" y=\"44\" width=\"56\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"51\" width=\"40\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"58\" width=\"50\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"65\" width=\"33\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <text x=\"50\" y=\"30\" text-anchor=\"middle\" fill=\"#fff\" font-family=\"Arial,sans-serif\" font-size=\"8\" font-weight=\"bold\">LIBRO DE<\/text>\n                    <text x=\"50\" y=\"39.5\" text-anchor=\"middle\" fill=\"#c0392b\" font-family=\"Arial,sans-serif\" font-size=\"7\" font-weight=\"bold\">RECLAMACIONES<\/text>\n                <\/svg>\n            <\/div>\n            <div class=\"lrv-header-text\">\n                <h2>LIBRO DE RECLAMACIONES VIRTUAL<\/h2>\n                <p>Conforme au Code de protection et de d\u00e9fense du consommateur - Ley N\u00b0 29571<\/p>\n                <p style=\"font-size:.78rem;opacity:.75;margin-top:4px;\">Le fournisseur doit r\u00e9pondre dans un d\u00e9lai ne d\u00e9passant pas 30 jours calendaires.<\/p>\n            <\/div>\n        <\/div>\n\n        <div class=\"lrv-aviso\">\n            <strong>AVISO LEGAL :<\/strong> La formulation d'une r\u00e9clamation n'implique pas l'acc\u00e8s \u00e0 d'autres voies de r\u00e9solution des litiges et n'est pas non plus n\u00e9cessaire pour repousser une plainte devant l'INDECOPI. El proveedor tiene un plazo de <strong>Calendrier des 30 jours<\/strong> pour obtenir une r\u00e9ponse. INDECOPI : <strong>224-7777 (Lima) | 0-800-4-4040 (gratuito desde provincias)<\/strong>.\n        <\/div>\n\n        <div id=\"lrv-form-wrap\" class=\"lrv-card\">\n            <div id=\"lrv-error-msg\" class=\"lrv-msg error\"><\/div>\n\n            <form id=\"lrv-form\" method=\"post\" novalidate action=\"\">\n\n                <!-- HONEYPOT: hidden from humans, bots fill it and get silently rejected -->\n                <div class=\"lrv-hp\" aria-hidden=\"true\">\n                    <label for=\"lrv_website\">Ne pas compl\u00e9ter<\/label>\n                    <input type=\"text\" id=\"lrv_website\" name=\"lrv_website\" tabindex=\"-1\" autocomplete=\"off\" value=\"\">\n                <\/div>\n\n                <!-- 1. Datos del proveedor -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M19 21V5a2 2 0 00-2-2H7a2 2 0 00-2 2v16m14 0h2m-2 0h-5m-9 0H3m2 0h5M9 7h1m-1 4h1m4-4h1m-1 4h1m-2 8v-4a1 1 0 011-1h2a1 1 0 011 1v4m-6 0h4\"\/><\/svg>\n                    1. Donn\u00e9es du fournisseur\n                <\/div>\n                <div class=\"lrv-proveedor-box\">\n                    <strong>Raz\u00f3n Social :<\/strong> Asociaci\u00f3n Educativa, T\u00e9cnica y Tecnol\u00f3gica Langcom&nbsp;\n                    <strong>RUC :<\/strong> 20xxxxxxxxxx |&nbsp;\n                    <strong>Direcci\u00f3n :<\/strong> Jr. V\u00edctor Cordero 826, Bel\u00e9n, Huaraz, Ancash, Per\u00fa |&nbsp;\n                    <strong>Web :<\/strong> https:\/\/langcom.edu.pe                <\/div>\n\n                <!-- 2. Datos del consumidor -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M16 7a4 4 0 11-8 0 4 4 0 018 0zM12 14a7 7 0 00-7 7h14a7 7 0 00-7-7z\"\/><\/svg>\n                    2. Donn\u00e9es du consommateur \/ r\u00e9clamation\n                <\/div>\n                <div class=\"lrv-grid-2\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_nombres\">Nombres <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_nombres\" name=\"nombres\" placeholder=\"Nos noms\" required maxlength=\"100\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_apellidos\">Coordonn\u00e9es <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_apellidos\" name=\"apellidos\" placeholder=\"Vos noms\" required maxlength=\"100\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-grid-3\" style=\"margin-top:16px\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_tipo_doc\">Type de document <span class=\"req\">*<\/span><\/label>\n                        <select id=\"lrv_tipo_doc\" name=\"tipo_doc\" required>\n                            <option value=\"\">S\u00e9lectionnez...<\/option>\n                            <option value=\"DNI\">DNI<\/option>\n                            <option value=\"CE\">Carn\u00e9 de Extranjer\u00eda<\/option>\n                            <option value=\"Pasaporte\">Pasaporte<\/option>\n                            <option value=\"RUC\">RUC<\/option>\n                        <\/select>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_num_doc\">N\u00b0 de document <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_num_doc\" name=\"num_doc\" placeholder=\"N\u00famero\" required maxlength=\"20\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_telefono\">Tel\u00e9fono \/ Celular <span class=\"req\">*<\/span><\/label>\n                        <input type=\"tel\" id=\"lrv_telefono\" name=\"telefono\" placeholder=\"Ej. 999 123 456\" required maxlength=\"25\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-grid-2\" style=\"margin-top:16px\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_email\">Courrier \u00e9lectronique <span class=\"req\">*<\/span><\/label>\n                        <input type=\"email\" id=\"lrv_email\" name=\"email\" placeholder=\"correo@ejemplo.com\" required maxlength=\"120\">\n                        <span class=\"lrv-hint\">La confirmation sera envoy\u00e9e par courrier.<\/span>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_domicilio\">Domicile <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_domicilio\" name=\"domicilio\" placeholder=\"Direcci\u00f3n, ciudad, departamento\" required maxlength=\"250\">\n                    <\/div>\n                <\/div>\n\n                <!-- 3. Bien contratado -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M20 7l-8-4-8 4m16 0l-8 4m8-4v10l-8 4m0-10L4 7m8 4v10M4 7v10l8 4\"\/><\/svg>\n                    3. Identification du bien contract\u00e9\n                <\/div>\n                <div class=\"lrv-grid-3\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_tipo_bien\">Tipo <span class=\"req\">*<\/span><\/label>\n                        <select id=\"lrv_tipo_bien\" name=\"tipo_bien\" required>\n                            <option value=\"\">S\u00e9lectionnez...<\/option>\n                            <option value=\"Servicio\">Servicio<\/option>\n                            <option value=\"Producto\">Produit<\/option>\n                        <\/select>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_monto\">Monto reclamado (S\/.)<\/label>\n                        <input type=\"number\" id=\"lrv_monto\" name=\"monto\" placeholder=\"0.00\" min=\"0\" step=\"0.01\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_num_pedido\">N\u00b0 de pedido \/ contrato<\/label>\n                        <input type=\"text\" id=\"lrv_num_pedido\" name=\"num_pedido\" placeholder=\"Opcional\" maxlength=\"80\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-field\" style=\"margin-top:16px\">\n                    <label for=\"lrv_desc_bien\">Description du bien ou du service contract\u00e9 <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_desc_bien\" name=\"desc_bien\" placeholder=\"D\u00e9crire le produit ou le service command\u00e9...\" required><\/textarea>\n                <\/div>\n\n                <!-- 4. Tipo de reclamo -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M12 9v2m0 4h.01m-6.938 4h13.856c1.54 0 2.502-1.667 1.732-3L13.732 4c-.77-1.333-2.694-1.333-3.464 0L3.34 16c-.77 1.333.192 3 1.732 3z\"\/><\/svg>\n                    4. Type de r\u00e9clamation\n                <\/div>\n                <div class=\"lrv-radio-group\">\n                    <label class=\"lrv-radio-option\">\n                        <input type=\"radio\" name=\"tipo_reclamo\" value=\"reclamo\" required>\n                        <span class=\"lrv-radio-dot\"><\/span>\n                        <span class=\"lrv-radio-text\">\n                            <strong>\ud83d\udd34 Reclamo<\/strong>\n                            <small>Disconformidad relacionada con los productos o servicios (calidad, idoneidad, precio, etc.).<\/small>\n                        <\/span>\n                    <\/label>\n                    <label class=\"lrv-radio-option\">\n                        <input type=\"radio\" name=\"tipo_reclamo\" value=\"queja\" required>\n                        <span class=\"lrv-radio-dot\"><\/span>\n                        <span class=\"lrv-radio-text\">\n                            <strong>\ud83d\udfe0 Queja<\/strong>\n                            <small>Malestar o descontento respecto a la atenci\u00f3n al usuario, sin afectar directamente al bien o servicio.<\/small>\n                        <\/span>\n                    <\/label>\n                <\/div>\n\n                <!-- 5. Detalle -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M9 12h6m-6 4h6m2 5H7a2 2 0 01-2-2V5a2 2 0 012-2h5.586a1 1 0 01.707.293l5.414 5.414a1 1 0 01.293.707V19a2 2 0 01-2 2z\"\/><\/svg>\n                    5. D\u00e9tails de la demande\n                <\/div>\n                <div class=\"lrv-field\">\n                    <label for=\"lrv_detalle\">Description d\u00e9taill\u00e9e <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_detalle\" name=\"detalle\" rows=\"6\" placeholder=\"D\u00e9crire en d\u00e9tail l&#039;\u00e9v\u00e9nement qui motive la r\u00e9clamation ou la question, en indiquant la date \u00e0 laquelle il s&#039;est produit...\" required><\/textarea>\n                <\/div>\n                <div class=\"lrv-field\" style=\"margin-top:16px\">\n                    <label for=\"lrv_pedido\">Demande du consommateur <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_pedido\" name=\"pedido\" rows=\"3\" placeholder=\"Indiquez la solution ou l&#039;action attendue de la part du fournisseur...\" required><\/textarea>\n                <\/div>\n\n                <!-- 6. Firma electr\u00f3nica -->\n                <div class=\"lrv-section-title\" style=\"margin-top:28px\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M15.232 5.232l3.536 3.536m-2.036-5.036a2.5 2.5 0 113.536 3.536L6.5 21.036H3v-3.572L16.732 3.732z\"\/><\/svg>\n                    6. Firma Electr\u00f3nica\n                <\/div>\n                <div class=\"lrv-firma\" id=\"lrv-firma-wrap\">\n                    <input type=\"checkbox\" id=\"lrv_firma\" name=\"firma\" value=\"1\" required>\n                    <label for=\"lrv_firma\">\n                        Je d\u00e9clare que les informations fournies sont exactes et correctes et que je suis majeur. J'accepte que l'Asociaci\u00f3n Educativa, T\u00e9cnica y Tecnol\u00f3gica Langcom utilise mes donn\u00e9es de contact uniquement pour r\u00e9pondre \u00e0 la pr\u00e9sente r\u00e9clamation, conform\u00e9ment \u00e0 la loi sur la protection des donn\u00e9es. <strong>Ley N\u00b0 29733 - Ley de Protecci\u00f3n de Datos Personales (loi sur la protection des donn\u00e9es personnelles)<\/strong>. Entiendo que la presentaci\u00f3n de este reclamo no constituye una denuncia ante el INDECOPI.\n                    <\/label>\n                <\/div>\n\n                <div class=\"lrv-submit-wrap\">\n                    <button type=\"submit\" class=\"lrv-btn-submit\">\ud83d\udce9 Enviar Reclamo \/ Queja<\/button>\n                    <p style=\"font-size:.77rem;color:#888;margin-top:10px;\">Votre r\u00e9clamation sera enregistr\u00e9e et vous recevrez un num\u00e9ro de suivi par courrier \u00e9lectronique.<\/p>\n                <\/div>\n\n            <input type=\"hidden\" name=\"trp-form-language\" value=\"fr\"\/><\/form>\n        <\/div>\n\n        <!-- Success receipt -->\n        <div id=\"lrv-receipt\" class=\"lrv-receipt\">\n            <div class=\"lrv-receipt-icon\">\u2705<\/div>\n            <h3>\u00a1Reclamo registrado exitosamente !<\/h3>\n            <p>Le num\u00e9ro de r\u00e9clamation est le suivant :<\/p>\n            <div class=\"lrv-nr\" id=\"lrv-receipt-number\">\u2014<\/div>\n            <p>Nous avons envoy\u00e9 une confirmation \u00e0 <strong id=\"lrv-receipt-email\"><\/strong><\/p>\n            <p style=\"margin-top:16px;color:#777;\">\n                Le fournisseur dispose d'un d\u00e9lai de <strong>Calendrier des 30 jours<\/strong> pour obtenir une r\u00e9ponse.<br>\n                Gardez votre num\u00e9ro de r\u00e9clamation pour le suivi.\n            <\/p>\n            <p style=\"margin-top:12px;font-size:.8rem;color:#aaa;\">\n                Si vous n'obtenez pas de r\u00e9ponse dans le d\u00e9lai indiqu\u00e9, vous pouvez vous rendre \u00e0 l'adresse suivante <strong>INDECOPI<\/strong><br>\n                Tel. 224-7777 (Lima) \/ 0-800-4-4040 (provincias, gratuito)\n            <\/p>\n        <\/div>\n\n    <\/div>\n    <\/div><\/div>\n\n<div class=\"et_pb_text_0 et_pb_text et_pb_bg_layout_light et_pb_module et_flex_module\"><div class=\"et_pb_text_inner\"><h6 _ngcontent-urf-c39=\"\" class=\"title-notas\">Notas :<\/h6>\n<ul _ngcontent-urf-c39=\"\">\n<li _ngcontent-urf-c39=\"\">Este contenido cumple con lo dispuesto en el art\u00edculo 5 del Decreto Supremo N.\u00ba 011-2011-PCM, Reglamento del Libro de Reclamaciones, que establece el contenido m\u00ednimo obligatorio de las Hojas de Reclamaciones.<\/li>\n<li _ngcontent-urf-c39=\"\">El proveedor debe dar respuesta al reclamo o queja en un plazo no mayor a quince (30) d\u00edas h\u00e1biles, el cual es improrrogable.<\/li>\n<li _ngcontent-urf-c39=\"\">La r\u00e9ponse \u00e0 la pr\u00e9sente r\u00e9clamation ou question sera communiqu\u00e9e par voie \u00e9lectronique \u00e0 l'adresse que vous avez indiqu\u00e9e dans le pr\u00e9sent formulaire de r\u00e9clamation.<\/li>\n<li _ngcontent-urf-c39=\"\">Si l'utilisateur souhaite que la r\u00e9ponse soit envoy\u00e9e \u00e0 son domicile, il doit l'indiquer dans le d\u00e9tail de la r\u00e9clamation ou de la question.<\/li>\n<li _ngcontent-urf-c39=\"\">Se le informa que los datos personales que brinde a trav\u00e9s del presente formulario ser\u00e1n utilizados de manera exclusiva para atender el reclamo o queja que registra en el libro de reclamaciones.<\/li>\n<li _ngcontent-urf-c39=\"\">(*) Campos obligatorios<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"bwfblock_default_font":"","footnotes":""},"class_list":["post-270310","page","type-page","status-publish","hentry"],"dsm_author":{"name":"Ra\u00fal Magui\u00f1a","avatar_url":"https:\/\/cdn.langcom.org\/wp-content\/uploads\/2025\/12\/05230615\/303384a9f021d0f1af05a5f3e1bfaa0b.png","archive_link":"https:\/\/langcom.cl\/fr\/author\/langcom\/","biodata":""},"dsm_categories":[],"dsm_attachment_categories":[],"dsm_featured_image":null,"dsm_comment_count":0,"_links":{"self":[{"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/pages\/270310","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/comments?post=270310"}],"version-history":[{"count":0,"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/pages\/270310\/revisions"}],"wp:attachment":[{"href":"https:\/\/langcom.cl\/fr\/wp-json\/wp\/v2\/media?parent=270310"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}