Help Hotlines!
Spain is quickly becoming a modernised society, however for every gain there is a loss. The romantic Spain of yesteryear is being restructured into an egalitarian society with novelties such as consumer rights and awareness of the environment, animal welfare, noise pollution and sexism.
A multitude of hotlines, advocacy and emergency numbers exist on a local, regional and/or national level. The problem is that these numbers and services seem to be well kept secrets.
Who can you call if you buy a defective item and the store refuses to refund your money or exchange it? Spanish speakers can call the consumer hotline at 900 849 090 (or 951 038 628) and they will tell you all the necessary steps.
Let’s say you have purchased a defective fridge and the shop is not being helpful. First try it with pleasantries and a smile, if that fails ask the business for a complaint form, hoja de reclamaciones.
Just by asking, this will usually get the business owner to strike up a deal. You must outline your complaint on this triplicate document; you keep two copies and give the store owner the pink copy. They must reply to your complaint within ten days, if they don’t or if you are not satisfied with their proposed solution, you must turn the white copy to the local Información al Consumidor office.
Option two is to call the service repair company listed on the warranty. They will evaluate whether the defect is from manufacturer or not. Equipped with their written evaluation you must return to the shop, repeat your exchange request and if that doesn’t work, then ask for the complaints form.
If they refuse to give one to you, you must call the local police to register a complaint. By law, all businesses must have a complaints book.
Noise pollution is an ever increasing problem in urban and rural Spain. Whether it is blaring flamenco music or barking dogs, solutions are at hand. The regional government, the Junta has established acceptable noise level guidelines. You must go to your local townhall and file a written complaint. The local police or their patrulla verde are obliged to make an acoustical inspection using a “sonometro.”
In Málaga the website www.avecam.com is a good grass roots resource.
Ear shattering motor scooters with the silencers removed are another cause of great complaint.
They are against the law.
Call 092 or your local police and give them the plate number of the scooter, they will request that the owner put on the silencer under threat of immobilisation.
What about mistreated animals? You can call the Triple AAA in Marbella 952 771 586 or 062 and ask for Seprona (Service de Protección de la Naturaleza.)
Seprona deals with all animal and environmental matters, they can also be reached by email at seprona@guardiacivil.org
If you suspect that someone has poisoned an animal there is a special number to dial: 900 713 182.
If you experience sexual harassment in the workplace, call 900 200 999. I remember back in 1971, Geritol, a vitamin drink to cure “iron poor-tired blood” launched a television commercial campaign in the US. A 50+ man, beaming at his energetic and good looking 40+ wife announced, “My wife, I think I'll keep her." This ad opened up a Pandora’s Box of feminist reaction.
Unbelievable but true, there is a national hotline to denounce any television commercials or marketing materials that treat women in a sexist or demeaning manner www.iam-publicidad.org or call 900 191 010 and that’s news!
