How to Defend Your Consumer Rights in Mexico With PROFECO

Understanding Your Rights and Reporting Issues to PROFECO in Mexico

When living in or visiting Mexico, knowing your consumer rights and how to report any issues you encounter can ensure a smooth and enjoyable experience. The Procuraduría Federal del Consumidor (PROFECO) is the federal consumer protection agency in Mexico dedicated to safeguarding consumers from abuses by businesses. Here’s a comprehensive guide to understanding your rights and how to report problems effectively.

What is PROFECO?

PROFECO, or the Federal Consumer Protection Agency (literally “Federal Prosecutor for the Consumer”), is responsible for protecting consumer rights, addressing complaints, and ensuring that businesses adhere to fair practices. Whether you encounter issues with purchases, services, or contracts, PROFECO can intervene to resolve disputes and ensure fair treatment.

Types of Complaints and How to File Them

Mexican consumers have two primary avenues for addressing grievances with PROFECO, the Office of the Federal Prosecutor for Consumer Affairs. These are Quejas (Complaints) and Denuncias (Denunciations). When consumer rights under the Federal Law of Consumer Protection (Ley Federal de Protección al Consumidor) are violated, it’s essential to understand which type of complaint to file. Whether you face issues ranging from credit card fraud to dissatisfaction with goods or services, PROFECO provides mechanisms to address and resolve these disputes efficiently.

1. Complaints (Quejas)

Purpose: For individual grievances where a business fails to fulfill its promises or deliver a satisfactory product or service.


  • Verify Eligibility: Ensure your issue falls under PROFECO’s jurisdiction (e.g., retail purchases, service contracts, etc.). If your issue involves a bank or non-commercial professional services (like those provided by doctors, architects, lawyers, or accountants), it should be addressed by other relevant authorities.
  • Online Submission: Use the ConciliaNet platform available at This service is available 24/7, allowing you to file complaints at any time.
  • Registration:
  • Visit the ConciliaNet website and click on “Registro del consumidor.”
  • Fill in your personal details, including your name, address, and a valid ID (INE, passport, professional ID, or driver’s license). The ID must be digitized and uploaded from both sides.
  • Provide your email address and create a password. This email will be used for all notifications from PROFECO.
  • Document Submission:
  • Upload all relevant documents, including proof of purchase (receipts, invoices), evidence of the issue (photos, documents), and your ID.
  • Ensure all documents are clear and legible to facilitate the processing of your complaint.
  • Follow-Up:
  • After submission, PROFECO has 10 business days to respond. Check your email and the ConciliaNet platform regularly for updates.
  • If there’s no response within this period, contact them via email at [email protected], including a screenshot of your complaint as a reference.

2. Denunciations (Denuncias)

Purpose: For reporting practices that harm the collective interest of consumers, such as misleading advertising, pricing discrepancies, or non-compliance with displayed prices.


  • Anonymity: Denunciations can be made anonymously and do not require reconciliation. This makes it easier to report without fear of repercussions.
  • Submission Channels: Depending on the nature of the issue, email specific complaints to the relevant addresses:
  • General business practices: [email protected]
  • Fuel-related issues: [email protected]
  • LP Gas: [email protected]
  • Misleading advertising: [email protected]
  • Telecommunications: [email protected]

Consumer Assistance Abroad

If you’re a foreign resident or made a purchase from abroad, you can still file a complaint through the Department of Conciliation for Residents Abroad.


  • Email [email protected] with your complaint details.
  • Provide all relevant documentation, including proof of purchase and any correspondence with the business.

Additional Tips and Contacts

  • Phone Assistance: For immediate help, you can call PROFECO’s consumer hotline at (55) 5568 8722 or 800 4688722.
  • Social Media: Follow and contact PROFECO on social media platforms for updates and assistance:
  • Twitter/X: @AtencionProfeco, @Profeco
  • Facebook: @ProfecoOficial
  • General Inquiries: For other questions or more information, email [email protected].

By following these steps and utilizing the resources provided, you can effectively address consumer issues and ensure your rights are protected while in Mexico.

Common Consumer Violations in Mexico

Here are some common violations of consumer rights in Mexico. Knowing these can help you identify when your rights are being infringed and take appropriate action.

1. Discrimination by Service Providers

It is illegal for businesses to discriminate based on race, nationality, sexuality, gender, or disability. If you encounter such discrimination, report it to PROFECO.

Example: If you visit a hotel and they refuse to accommodate you because of your nationality, race, or any other personal characteristic, this is a violation of your consumer rights. Similarly, a restaurant cannot deny service to someone based on their disability or gender identity.

2. Cancellation Rights for Timeshare Contracts

You have five business days to cancel a vacation ownership agreement or timeshare contract after signing. Notify the developer within this period via email and certified mail. If your timeshare is not canceled, file a complaint with PROFECO.

Example: If you sign a contract for a timeshare while on vacation in Mexico but change your mind within five business days, you have the right to cancel the agreement. You must notify the developer in writing via email and certified mail. If they fail to cancel it, you can file a complaint with PROFECO.

3. Pricing Transparency

Listed prices must include all taxes, commission prices, interest, and insurance payments. They cannot change the price at the last minute. What you see is what you pay.

Example: When shopping at a store, the prices of all items must be clearly displayed. If an item is marked at a certain price, the store must sell it to you at that price, even if they claim it was a mistake. They cannot increase the price at the cash register.

4. Prices in Mexican Pesos

All prices must be listed in Mexican pesos. Additional currencies can be listed, but the price in Mexican pesos must be included.

Example: While shopping, you may see prices listed in USD or EUR, but they must also be displayed in Mexican pesos (MXN). For instance, if a store shows a price of $100 USD for an item, they must also list the equivalent price in MXN.

5. Prohibition of Minimum Consumption Laws

Minimum consumption laws are illegal. Restaurants and bars cannot force you to purchase beverages or food to get a table.

Example: If you and your friends want to stop at a restaurant just for drinks, the restaurant cannot refuse you service for not ordering food or oblige you to purchase more just to have a table. They must respect your decision to only order drinks.

6. No Automatic Service Charges

Restaurants cannot automatically add a service charge or tip to the bill.

Example: When dining at a restaurant, you should be able to decide on the tip amount. If the restaurant automatically adds a service charge or tip to your bill without your consent, this is against the law. You can request the removal of such charges.

7. Fair Treatment at Gas Stations

While specific practices like shortchanging or not resetting the pump are not directly addressed in federal consumer protection laws, be aware of potential fraud. Report any suspicious activities.

Example: If you notice that the gas pump is not reset before filling your tank, or if the attendant tries to shortchange you by giving incorrect change, these are violations. Always check the pump reading and your change, and report any discrepancies to PROFECO.

By understanding these common violations, you can better protect your rights and ensure fair treatment. If you experience any of these issues, contact PROFECO to file a complaint.

Contacting PROFECO

Steps to Filing a Complaint via ConciliaNet

  1. Access the Website: Visit
  2. Register: Click on “Registro del consumidor” and fill in your personal details, address, and upload a digital copy of your ID.
  3. Submit Documentation: Provide all necessary documents, such as payment receipts, evidence of the issue, and your ID.
  4. Wait for Resolution: PROFECO will address your complaint within 10 business days. Check your email or the ConciliaNet platform for updates.

Get Help with Our Mexican Consumer Protection Assistant

Filing a complaint can feel daunting. That’s why we created a customized Mexican Consumer Protection Assistant GPT that’s an expert on Mexican consumer protection law. Use this assistant for free to inquire about a potential consumer protection violation your facing, or to get help filing a complaint with PROFECO. Access the tool here via OpenAi.

What Happens if PROFECO Agrees With Me?

If you complain to PROFECO and they investigate your case and agree with you, several actions can be taken to resolve the issue. According to the guidelines and laws outlined by PROFECO, here is what can happen:

  1. Restitution and Repairs: If the investigation concludes that your consumer rights were violated, the supplier may be ordered to repair the harm caused. This can include repairs to products, replacement of goods, or fulfilling services as originally agreed upon.
  2. Compensation: You may be entitled to a refund, compensation, or a price adjustment if there was a discrepancy or violation in the pricing, quality, or delivery of goods and services.
  3. Sanctions and Penalties: PROFECO can impose fines or other administrative sanctions on the business that violated your rights. This is to ensure compliance with consumer protection laws and deter future violations.
  4. Corrective Actions: The business may be required to take corrective actions, such as changing their business practices, revising contracts, or ceasing misleading advertisements to prevent further violations of consumer rights.
  5. Public Notification: In some cases, PROFECO may publicly announce the resolution, especially if it involves a widespread issue affecting multiple consumers. This can serve as a warning to other businesses and inform consumers of their rights and the protections available to them.
  6. Legal Action: If the violation is severe, PROFECO can take legal action against the business. This might include filing a lawsuit or referring the case to other relevant authorities for further legal proceedings.

The Federal Law on Consumer Protection (LFPC) details these processes and ensures that consumers are protected and businesses are held accountable for their actions.

Download Your Free Consumer protection Cards Here

To help you address a potential consumer violation while it’s happening, download and print these consumer protection cards and present them in the following situations:

  1. If a merchant is making a tip mandatory or already included it in your bill.
  2. If a merchant fails to display prices.
  3. If a merchant fails to honor the exhibited price.

The cards are double-sided, with English on one side and Spanish on the other.


By understanding your rights and knowing how to report issues to PROFECO, you can ensure fair treatment and resolution of any consumer-related problems in Mexico. Whether you are a visitor or a resident, being informed and proactive can make a significant difference in your consumer experience. For more detailed guidance or to share your experiences, feel free to reach out to PROFECO through their various contact methods.

Remember, a well-informed consumer is empowered to advocate for their rights effectively.

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