The General Directorate of Consumer Affairs of the Andalusian Government reviews the activities carried out throughout 2024, which resulted in the registration of around 12,290 complaints, an average of 1,020 complaints per month, and Consumer Inspection actions covered a total of 13,021 establishments visited. During 2024, a total of 12,290 complaints were recorded at the General Directorate of Consumer Affairs and the Provincial Consumer Services of the Andalusian Government, representing a decrease of -2% in the number of complaints compared to the previous year. More than a third of these complaints relate to essential services (water, gas, and electricity supply) and retail.
Furthermore, in the consumer arbitration field, 1,548 arbitration requests were received in 2024, with almost 70% of them related to energy matters (gas and electricity). Last year, 912 arbitral awards were issued (arbitration decisions that have the same validity as a court judgment, so they are binding), with over 70% of cases ruling in favor of the consumer. Additionally, almost 5,400 companies remained affiliated with the Consumer Arbitration System.
Visits to establishments
In the realm of consumer inspection, aimed at verifying compliance with regulations, the 13,021 visits to establishments resulted in 15,836 control actions, conducted within 17 inspection campaigns in the food, industrial products, and services sectors, checking facts raised in complaints, and ensuring that no unsafe products are available to consumers. In these actions, 472 samples of food and industrial products were taken for laboratory analysis.
Additionally, in 2024, 2,580 sanctioning procedures were initiated, with a total of 2,650 resolved, and the fines imposed amounted to 7.47 million euros. The General Directorate of Consumer Affairs highlights the administrative work carried out by the staff of the Provincial Consumer Services, as well as the efforts in assisting consumers in Andalusia and communicating through Consumer Response. This service was provided through three channels: via the toll-free number 900 215 080, 21,334 calls were answered; by email, 4,532 inquiries were received; through the online inquiry form, 376 entries were recorded. It is worth noting that this last resource, available on the website www.consumoresponde.es, doubled the previous year’s figures. Consumer Affairs also emphasizes its role as a public service for communication, information, and resources for consumers in Andalusia. As part of this commitment, one of the central pillars is the Consumer Response website, a national reference. In 2024, www.consumoresponde.es received 1.12 million visits.
Additionally, the communicative and informative aspect was also carried out through the various Consumer Response profiles on social media (Facebook, Instagram, and X), with a community of over 12,600 followers. Moreover, the number of impressions on social media increased in 2024, surpassing 1.18 million.
Educational activities
The General Directorate of Consumer Affairs also highlights one of the most significant aspects developed each year, which is education. In total, ten educational activities were carried out, primarily aimed at consumer professionals, as well as other professionals such as those belonging to the Andalusian Foundation for the Social Integration of People with Mental Illness (FAISEM). The training covered topics such as cybersecurity, advertising on social media, handling consumer complaints, e-commerce, and gender equality.
Lastly, the General Directorate of Consumer Affairs emphasizes the granting of subsidies to Local Entities in Andalusia for the financing of maintenance and operation activities of local consumer services in the autonomous community (Consumer Information Offices, Municipal Consumer Arbitration Boards, supramunicipal and provincial, staff of arbitration bodies, inspection unit administrative staff, etc.). In this context, Consumer Affairs awarded subsidies amounting to 871,529.50 euros (97.75% of the budgeted amount).
Furthermore, 697,943.02 euros (95.61% of the budget forecast) were allocated to associations, organizations, and federations of consumer and user associations and organizations in Andalusia, for the implementation of educational programs on consumer issues, activities to promote responsible and sustainable consumption, the operation of consumer information and assistance offices, and the promotion of associationism in the autonomous community of Andalusia.
Consumer Response
For any questions or concerns regarding consumer issues, the public can contact Consumer Response, a free information and advisory service for consumers and users, promoted by the Ministry of Health and Consumer Affairs of the Andalusian Government. It is a multi-channel service accessible through the toll-free number 900 21 50 80 and the email consumoresponde@juntadeandalucia.es, both available from 8 am to 8 pm from Monday to Friday and from 8 am to 3 pm on Saturdays (excluding holidays); as well as through the website and the X profiles (@consumoresponde), Facebook (www.facebook.com/consumoresponde), and Instagram (@consumoresponde).
Additionally, advice can be obtained at the Provincial Consumer Services of the Health and Consumer territorial delegations present in all provincial capitals, as well as at the Municipal Consumer Information Offices (OMIC) and consumer/user organizations.
