{"id":63,"date":"2025-02-28T20:14:36","date_gmt":"2025-02-28T20:14:36","guid":{"rendered":"https:\/\/web.etrai.com\/?page_id=63"},"modified":"2025-03-10T15:49:44","modified_gmt":"2025-03-10T20:49:44","slug":"libro-de-reclamaciones","status":"publish","type":"page","link":"https:\/\/etrai.com\/pe\/libro-de-reclamaciones\/","title":{"rendered":"Libro de Reclamaciones"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"63\" class=\"elementor elementor-63\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e8c87b7 e-con-full e-flex e-con e-parent\" data-id=\"e8c87b7\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-871cf79 elementor-widget elementor-widget-heading\" data-id=\"871cf79\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Libro de Reclamaciones<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0010419 elementor-widget elementor-widget-text-editor\" data-id=\"0010419\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Estamos siempre dispuestos a ayudarte a resolver cualquier inconveniente. Puedes contactarnos directamente al\u00a0<strong>+51 964 369 209<\/strong>\u00a0o al correo<strong>\u00a0<a href=\"mailto:proyectos@etrai.com\">proyectos@etrai.com<\/a>\u00a0<\/strong>para cualquier duda, problema o reclamo. Siempre velaremos por la satisfacci\u00f3n de nuestros clientes.<\/p><p><strong>ETRAI PERU S.A.C<br \/><\/strong><strong>RUC: 20613235192<\/strong><\/p><p>De acuerdo a los establecido en el C\u00f3digo de Protecci\u00f3n y Defensa del Consumidor\u00a0<strong>ETRAI PERU S.A.C<\/strong>\u00a0con RUC\u00a0<strong>20613235192<\/strong>\u00a0y direcci\u00f3n\u00a0<strong> AV. AREQUIPA NRO. 2447 INT. 409 LIMA &#8211; LIMA &#8211; LINCE, PER\u00da<\/strong>; cuenta con un Libro de Reclamaciones Virtual a su disposici\u00f3n. Al ingresar sus datos en el Libro de Reclamaciones usted est\u00e1 aceptando el tratamiento de sus datos personales para la soluci\u00f3n de su reclamo.<\/p><p>Al proporcionar tus datos personales mediante este formato, autorizas a\u00a0<strong>ETRAI PERU S.A.C<\/strong>\u00a0identificada con RUC N\u00b0\u00a0<strong>20613235192<\/strong>\u00a0a realizar el tratamiento de los mismos conforme a lo establecido en la Pol\u00edtica de Privacidad, la cual se encuentra disponible en esta misma p\u00e1gina web.\u200b Al suscribir este formato declaras que has sido informado que no est\u00e1s obligado a otorgar tu autorizaci\u00f3n sobre tus datos sensibles y que, en caso de otorgarla, los mismos se tratar\u00e1n con los m\u00e1s altos est\u00e1ndares de protecci\u00f3n. El tratamiento de los Datos Personales ser\u00e1 realizado conforme a lo establecido por la legislaci\u00f3n vigente de Per\u00fa en materia de protecci\u00f3n de datos personales y de acuerdo a lo establecido en la Pol\u00edtica de Privacidad de los Sitios Web.\u00a0<strong>ETRAI PERU S.A.C<\/strong>\u00a0tratar\u00e1 los datos personales con la finalidad de atender el reclamo ingresado por el presente medio.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7802a19 fluent-form-widget-step-header-yes fluent-form-widget-step-progressbar-yes fluentform-widget-submit-button-custom elementor-widget elementor-widget-fluent-form-widget\" data-id=\"7802a19\" data-element_type=\"widget\" data-widget_type=\"fluent-form-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n            <div class=\"fluentform-widget-wrapper fluentform-widget-align-default\">\n\n            \n            <div class='fluentform ff-default fluentform_wrapper_3 ffs_default_wrap'><form data-form_id=\"3\" id=\"fluentform_3\" class=\"frm-fluent-form fluent_form_3 ff-el-form-top ff_form_instance_3_1 ff-form-loading ffs_default\" data-form_instance=\"ff_form_instance_3_1\" method=\"POST\" ><fieldset  style=\"border: none!important;margin: 0!important;padding: 0!important;background-color: transparent!important;box-shadow: none!important;outline: none!important; min-inline-size: 100%;\">\n                    <legend class=\"ff_screen_reader_title\" style=\"display: block; margin: 0!important;padding: 0!important;height: 0!important;text-indent: -999999px;width: 0!important;overflow:hidden;\">Formulario de Reclamaciones<\/legend><input type='hidden' name='__fluent_form_embded_post_id' value='63' \/><input type=\"hidden\" id=\"_fluentform_3_fluentformnonce\" name=\"_fluentform_3_fluentformnonce\" value=\"7108b5720e\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/pe\/wp-json\/wp\/v2\/pages\/63\" \/><div class='ff-el-group  ff-custom_html' tabindex='-1' data-name=\"custom_html-3_1\" ><h5>1. Identificaci\u00f3n del Consumidor Reclamante<\/h5><\/div><div data-name=\"ff_cn_id_1\"  class='ff-t-container ff-column-container ff_columns_total_1  '><div class='ff-t-cell ff-t-column-1' style='flex-basis: 100%;'><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_fecha_reclamo' aria-label=\"Fecha de la Queja o Reclamo\">Fecha de la Queja o Reclamo<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"fecha_reclamo\" value=\"20\/05\/2026\" class=\"ff-el-form-control fechadelreclamo\" data-name=\"fecha_reclamo\" id=\"ff_3_fecha_reclamo\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><\/div><div data-type=\"name-element\" data-name=\"names\" class=\" ff-field_container ff-name-field-wrapper\" ><div class='ff-t-container'><div class='ff-t-cell '><div class='ff-el-group  ff-el-form-top'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_names_first_name_' >Nombres<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"names[first_name]\" id=\"ff_3_names_first_name_\" class=\"ff-el-form-control\" placeholder=\"Ingresar nombres completos\" aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><div class='ff-t-cell '><div class='ff-el-group  ff-el-form-top'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_names_last_name_' >Apellidos<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"names[last_name]\" id=\"ff_3_names_last_name_\" class=\"ff-el-form-control\" placeholder=\"Ingresar apellidos completos\" aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><\/div><\/div><div data-name=\"ff_cn_id_2\"  class='ff-t-container ff-column-container ff_columns_total_2  '><div class='ff-t-cell ff-t-column-1' style='flex-basis: 50%;'><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_email' aria-label=\"Correo electr\u00f3nico\">Correo electr\u00f3nico<\/label><\/div><div class='ff-el-input--content'><input type=\"email\" name=\"email\" id=\"ff_3_email\" class=\"ff-el-form-control\" placeholder=\"Ingresar correo donde notificar\" data-name=\"email\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_dropdown' aria-label=\"Tipo de Documento de Identidad\">Tipo de Documento de Identidad<\/label><div class=\"ff-el-tooltip\" data-content=\"Si eres menor de edad, llena los datos de tu madre, padre o tutor\"><svg width=\"16\" height=\"16\" viewBox=\"0 0 25 25\"><path d=\"m329 393l0-46c0-2-1-4-2-6-2-2-4-3-7-3l-27 0 0-146c0-3-1-5-3-7-2-1-4-2-7-2l-91 0c-3 0-5 1-7 2-1 2-2 4-2 7l0 46c0 2 1 5 2 6 2 2 4 3 7 3l27 0 0 91-27 0c-3 0-5 1-7 3-1 2-2 4-2 6l0 46c0 3 1 5 2 7 2 1 4 2 7 2l128 0c3 0 5-1 7-2 1-2 2-4 2-7z m-36-256l0-46c0-2-1-4-3-6-2-2-4-3-7-3l-54 0c-3 0-5 1-7 3-2 2-3 4-3 6l0 46c0 3 1 5 3 7 2 1 4 2 7 2l54 0c3 0 5-1 7-2 2-2 3-4 3-7z m182 119c0 40-9 77-29 110-20 34-46 60-80 80-33 20-70 29-110 29-40 0-77-9-110-29-34-20-60-46-80-80-20-33-29-70-29-110 0-40 9-77 29-110 20-34 46-60 80-80 33-20 70-29 110-29 40 0 77 9 110 29 34 20 60 46 80 80 20 33 29 70 29 110z\"><\/path><\/svg><\/div><\/div><div class='ff-el-input--content'><select name=\"dropdown\" id=\"ff_3_dropdown\" class=\"ff-el-form-control\" data-name=\"dropdown\" data-calc_value=\"0\"  aria-invalid=\"false\" aria-required=true><option value=\"\">- Seleccionar -<\/option><option value=\"DNI\"  >DNI<\/option><option value=\"RUC\"  >RUC<\/option><option value=\"Carnet de Extranjer\u00eda\"  >Carnet de Extranjer\u00eda<\/option><option value=\"Pasaporte\"  >Pasaporte<\/option><\/select><\/div><\/div><\/div><div class='ff-t-cell ff-t-column-2' style='flex-basis: 50%;'><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_numeric-field' aria-label=\"Tel\u00e9fono \/ Celular\">Tel\u00e9fono \/ Celular<\/label><\/div><div class='ff-el-input--content'><input type=\"number\" name=\"numeric-field\" id=\"ff_3_numeric-field\" class=\"ff-el-form-control\" placeholder=\"Ingresar n\u00famero de contacto\" data-name=\"numeric-field\" inputmode=\"numeric\" step=\"any\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_numeric-field_1' aria-label=\"Documento de Identidad\">Documento de Identidad<\/label><\/div><div class='ff-el-input--content'><input type=\"number\" name=\"numeric-field_1\" id=\"ff_3_numeric-field_1\" class=\"ff-el-form-control\" placeholder=\"Ingrese n\u00famero de su documento\" data-name=\"numeric-field_1\" inputmode=\"numeric\" step=\"any\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><\/div><div data-name=\"ff_cn_id_3\"  class='ff-t-container ff-column-container ff_columns_total_2  '><div class='ff-t-cell ff-t-column-1' style='flex-basis: 50%;'><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_input_text' aria-label=\"Departamento\">Departamento<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"input_text\" class=\"ff-el-form-control\" placeholder=\"Ingrese departamento\" data-name=\"input_text\" id=\"ff_3_input_text\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><div class='ff-t-cell ff-t-column-2' style='flex-basis: 50%;'><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_input_text_1' aria-label=\"Provincia\">Provincia<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"input_text_1\" class=\"ff-el-form-control\" placeholder=\"Ingrese Provincia\" data-name=\"input_text_1\" id=\"ff_3_input_text_1\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><\/div><div data-name=\"ff_cn_id_4\"  class='ff-t-container ff-column-container ff_columns_total_2  '><div class='ff-t-cell ff-t-column-1' style='flex-basis: 50%;'><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_input_text_2' aria-label=\"Distrito\">Distrito<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"input_text_2\" class=\"ff-el-form-control\" placeholder=\"Ingrese distrito\" data-name=\"input_text_2\" id=\"ff_3_input_text_2\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><\/div><div class='ff-t-cell ff-t-column-2' style='flex-basis: 50%;'><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_input_text_3' aria-label=\"Direcci\u00f3n\">Direcci\u00f3n<\/label><\/div><div class='ff-el-input--content'><input type=\"text\" name=\"input_text_3\" class=\"ff-el-form-control\" placeholder=\"Ingrese su direcci\u00f3n\" data-name=\"input_text_3\" id=\"ff_3_input_text_3\"  aria-invalid=\"false\" aria-required=true><\/div><\/div><div class='ff-el-group  ff-custom_html' tabindex='-1' data-name=\"custom_html-3_2\" ><h5>2. Identificaci\u00f3n del Servicio Contratado<\/h5><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_datetime' aria-label=\"Fecha\">Fecha<\/label><\/div><div class='ff-el-input--content'><input  aria-label='Fecha Usa las flechas para navegar por las fechas. Pulsa Intro para seleccionar una fecha.'  aria-haspopup='dialog' data-type-datepicker data-format='d\/m\/Y' type=\"text\" name=\"datetime\" id=\"ff_3_datetime\" class=\"ff-el-form-control ff-el-datepicker\" placeholder=\"Fecha de compra\" data-name=\"datetime\"  aria-invalid='false' aria-required=true><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_description' aria-label=\"Descripci\u00f3n\">Descripci\u00f3n<\/label><\/div><div class='ff-el-input--content'><textarea aria-invalid=\"false\" aria-required=true name=\"description\" id=\"ff_3_description\" class=\"ff-el-form-control\" placeholder=\"Ingresar descripci\u00f3n del bien\/servicio\" rows=\"3\" cols=\"2\" data-name=\"description\" ><\/textarea><\/div><\/div><div class='ff-el-group  ff-custom_html' tabindex='-1' data-name=\"custom_html-3_3\" ><h5>3. Detalle del reclamo y pedido del consumidor<\/h5><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label  aria-label=\"Reclamo o Queja\">Reclamo o Queja<\/label><\/div><div class='ff-el-input--content'><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for=input_radio_1_bb24256fc8e63dca48bc00aab7a8bae1><input  type=\"radio\" name=\"input_radio_1\" data-name=\"input_radio_1\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"&lt;strong&gt;Reclamo:&lt;\/strong&gt; Disconformidad relacionada a los productos o servicios\"  id='input_radio_1_bb24256fc8e63dca48bc00aab7a8bae1' aria-label='&lt;strong&gt;Reclamo:&lt;\/strong&gt; Disconformidad relacionada a los productos o servicios' aria-invalid='false' aria-required=true> <span><strong>Reclamo:<\/strong> Disconformidad relacionada a los productos o servicios<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for=input_radio_1_9632fda35093c0024e4c4adf14d6898b><input  type=\"radio\" name=\"input_radio_1\" data-name=\"input_radio_1\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"&lt;strong&gt;Queja:&lt;\/strong&gt; Disconformidad no relacionada a los productos o servicios o malestar o descontento respecto a la atenci\u00f3n al p\u00fablico.  La formulaci\u00f3n del reclamo no impide acudir a otras v\u00edas de soluci\u00f3n de controversias ni es requisito previo para interponer una denuncia ante INDECOPI\"  id='input_radio_1_9632fda35093c0024e4c4adf14d6898b' aria-label='&lt;strong&gt;Queja:&lt;\/strong&gt; Disconformidad no relacionada a los productos o servicios o malestar o descontento respecto a la atenci\u00f3n al p\u00fablico.  La formulaci\u00f3n del reclamo no impide acudir a otras v\u00edas de soluci\u00f3n de controversias ni es requisito previo para interponer una denuncia ante INDECOPI' aria-invalid='false' aria-required=true> <span><strong>Queja:<\/strong> Disconformidad no relacionada a los productos o servicios o malestar o descontento respecto a la atenci\u00f3n al p\u00fablico.  La formulaci\u00f3n del reclamo no impide acudir a otras v\u00edas de soluci\u00f3n de controversias ni es requisito previo para interponer una denuncia ante INDECOPI<\/span><\/label><\/div><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_description_1' aria-label=\"Detalle de la reclamaci\u00f3n y pedido del consumidor\">Detalle de la reclamaci\u00f3n y pedido del consumidor<\/label><\/div><div class='ff-el-input--content'><textarea aria-invalid=\"false\" aria-required=true name=\"description_1\" id=\"ff_3_description_1\" class=\"ff-el-form-control\" placeholder=\"Ingresar el reclamo detallado\" rows=\"3\" cols=\"2\" data-name=\"description_1\" ><\/textarea><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label for='ff_3_description_2' aria-label=\"Pedido del reclamante\">Pedido del reclamante<\/label><\/div><div class='ff-el-input--content'><textarea aria-invalid=\"false\" aria-required=true name=\"description_2\" id=\"ff_3_description_2\" class=\"ff-el-form-control\" placeholder=\"Ingresar lo que solicita\" rows=\"3\" cols=\"2\" data-name=\"description_2\" ><\/textarea><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label  aria-label=\"Medio por el cual se desea recibir respuesta\">Medio por el cual se desea recibir respuesta<\/label><\/div><div class='ff-el-input--content'><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for=input_radio_3_c50d62c0413625a86678af1707693e9e><input  type=\"radio\" name=\"input_radio_3\" data-name=\"input_radio_3\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Tel\u00e9fono\"  id='input_radio_3_c50d62c0413625a86678af1707693e9e' aria-label='Tel\u00e9fono' aria-invalid='false' aria-required=true> <span>Tel\u00e9fono<\/span><\/label><\/div><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for=input_radio_3_e72efac2e10db45b8681f1f26b616b5f><input  type=\"radio\" name=\"input_radio_3\" data-name=\"input_radio_3\" class=\"ff-el-form-check-input ff-el-form-check-radio\" value=\"Correo Electr\u00f3nico\"  id='input_radio_3_e72efac2e10db45b8681f1f26b616b5f' aria-label='Correo Electr\u00f3nico' aria-invalid='false' aria-required=true> <span>Correo Electr\u00f3nico<\/span><\/label><\/div><\/div><\/div><div class='ff-el-group'><div class=\"ff-el-input--label ff-el-is-required asterisk-right\"><label  aria-label=\"Verificaci\u00f3n\">Verificaci\u00f3n<\/label><\/div><div class='ff-el-input--content'><div class='ff-el-form-check ff-el-form-check-'><label class='ff-el-form-check-label' for=checkbox_0b917572522fbe9174bd464fed5dab39><input  type=\"checkbox\" name=\"checkbox[]\" data-name=\"checkbox\" class=\"ff-el-form-check-input ff-el-form-check-checkbox\" value=\"Me encuentro conforme con los t\u00e9rminos de mi reclamo o queja y Acepto la &lt;a href=&quot;https:\/\/etrai.com\/proteccion-de-datos-personales target=&quot;_blank&quot;&gt;Pol\u00edtica de Privacidad y Datos &lt;\/a&gt;\"  id='checkbox_0b917572522fbe9174bd464fed5dab39' aria-label='Me encuentro conforme con los t\u00e9rminos de mi reclamo o queja y Acepto la &lt;a&gt;Pol\u00edtica de Privacidad y Datos &lt;\/a&gt;' aria-invalid='false' aria-required=true> <span>Me encuentro conforme con los t\u00e9rminos de mi reclamo o queja y Acepto la <a>Pol\u00edtica de Privacidad y Datos <\/a><\/span><\/label><\/div><\/div><\/div><div class='ff-el-group  ff-custom_html' tabindex='-1' data-name=\"custom_html-3_4\" ><p style=\"font-size: 12px\">El proveedor deber\u00e1 dar respuesta al reclamo en un plazo no mayor de quince (15) d\u00edas h\u00e1biles.<\/p><\/div><div class='ff-el-group ' ><div class='ff-el-input--content'><div data-fluent_id='3' 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