The Online Complaints Book was created under the "SIMPLEX+2016" program as a measure of administrative simplification, and involves the General Consumer Directorate and regulators in the different sectors.


It is a platform on which it is possible to file a complaint, as you could present in the Complaints Book in physical format, or request information about essential public services.

Thus, consumers can exercise their right to lodge a complaint electronically and can expect a response to their complaint within a maximum of 15 working days, as if they were doing so in the physical format of the complaint book.

You also have the possibility to ask questions to the regulatory authority of the sector concerned, for example in relation to deadlines, prescriptions, or applicable legislation, which you can use to better substantiate your complaint.


To file a complaint or complaint in the Online Complaintbook, you must have an email address. Start by going to the Home page of the Electronic Complaints Book (click on the following image) and selecting the "Make Complaint" option.