Complaint Book
COMPANY IDENTIFICATION
Yunika Concept Store is a brand of Pixfolio, Lda with the VAT number PT518105369 located at Avenida Veiga da Cunha 10, office 5, 2605-068 Belas, Portugal, and has joined the electronic complaints book online without prejudice to the traditional paper format.
ELECTRONIC COMPLAINTS BOOK PLATFORM
To access the Complaints Book, please click here: https://www.livroreclamacoes.pt/inicio
REGULATORY/SUPERVISORY AUTHORITY
ASAE (Food and Economic Safety Authority)
FAQS COMPLAINTS PROCESS - HOW SHOULD I PROCEED?
1. What steps should I follow to submit a complaint?
First, the consumer or user must ensure they have all the necessary information and documentation to complete the complaint.
Once they have all the necessary information, the consumer should:
1. Click the "Make Complaint" icon – you will then be asked for your email address;
2. Enter your email address and click "Submit" – you will receive a message in your inbox with a link to continue filing your complaint.
3. Access the Platform message you received in your email and click the link within 60 minutes. After that, the link will expire and you will need to repeat the process described above.
4. After clicking this link, the consumer can proceed with the complaint as follows:
- Enter their personal information;
- Fill in the details of the company being complained about – to do so, they should perform a smart search that includes fields such as the operator's name, address, telephone number, and tax identification number. Next, the consumer should select the "sector of activity" the complaint concerns;
- Fill in the complaint fields with a description of the subject and facts, and may attach up to three files.
- Finally, the consumer should confirm that all the information is correct and "submit."
After completing these four steps, the consumer will receive a printable proof of their complaint via email.
2. To whom is the complaint sent?
When a complaint is submitted through the Platform, it is automatically sent to the service provider/goods supplier and simultaneously to the sector's regulatory authority.
The consumer will also receive a copy of the complaint submitted in PDF format at their email address
3. Who can access information about the complaint?
The consumer/user who filed the complaint, as well as the service provider/goods supplier who filed the complaint, and the regulatory authority can access information about the complaint.
4. Is the goods supplier/service provider obligated to respond to the consumer?
Yes, within 15 business days.
5. How does the consumer receive the goods supplier/service provider's response to their complaint?
The consumer receives a response to their complaint via the email address they provided when filing their complaint.
6. How can consumers track the progress of their complaints?
Consumers/users have two options to track the progress of their complaints.
By email. To do so, enter your email address and you will receive a list of complaints submitted to this address. Each complaint will have an associated link that, when accessed, will direct you to the query page, where the complaint details and their status will be displayed.
By entering the Complaint Number and Identification Number, the search will be performed both in the RTIC database and in the Electronic Complaints Book database.
You can contact the regulator of the sector in question directly or check the progress of your complaint through the RTIC – Common Information Telematic Network.
To check the status of your complaint, simply access the RTIC website by clicking on the "01 Consumers and Economic Operators" option and enter your details, including the complaint number and personal identification number.