In Elche, claims against financial institutions and insurers rise by 50% annually as a result of inadequate information provided at the time of contracting, subpar service, or simply the customer’s failure to carefully read the conditions and believing the coverage does not align with what they agreed to.

Out of almost twenty sectors examined by the Oficina Municipal de Información al Consumidor (OMIC), banks and insurance businesses were among the five most unsatisfied, with 135 and 147 complaints against them, respectively, during 2024. The office head, Torcuato Saavedra, explains some details that cause insurers to misunderstand, like the requirement that the customer cancel a service at least one month prior to the policy’s expiration date. “Unfortunately, consumers are not always well informed or we don’t read everything when signing a contract and we don’t realise it,” he says.

Battle of the numbers

They caution you that the insurer will eventually demand payment of that premium for failing to provide legal notice if you chose to return the receipt instead. Conflicts between the two parties frequently occur here, and many people end up having two insurance plans for a year “because things weren’t done properly,” the technician says. The “number wars” between insurers and the dearth of information some businesses provide to entice customers are additional causes of complaints.

There were 1,971 enquiries and 1,438 complaints filed with the OMIC last year; these numbers are declining, having decreased by almost 20% from 2023. According to Saavedra, this tendency may be explained by the fact that consumers are growing more conscious while making purchases and businesses are getting more professional.

The most criticised are telephone providers.

With a total of 265 complaints last year, telephone companies continue to dominate the complaint landscape, as they have for years. Failure to comply with sales conditions is one of the primary causes. “Because what people don’t know is that when you port your phone number, you’re transferring both your landline and mobile numbers, but internet and television services aren’t ported, and the user has to request cancellation; the company can’t.” Previously, complaints were primarily about mobile phone contracts, but now landlines have issues with related services like internet and television.

Because of this, the office advises users to always ask for a copy and to carefully study contracts, “even if they are very tedious,”

The profile of the plaintiff

When commercial visits to homes were permitted, the elderly were the most common application profile because they felt betrayed at home. The population seeking protection from the OMIC is typically between the ages of 36 and 64, and the range has expanded with the advent of new technologies.

Internet-based purchasing

In a single year, 206 more complaints are categorised as “other goods” by this municipal agency. The office claims that the majority of these complaints centre on disagreements about internet transactions, which are likewise becoming more frequent. In order to make sure that the company they are transacting with on a marketplace is the one displayed on the screen and that it is based in Spain or the European Union, they advise customers to review the legal notice or privacy policy before making a purchase.

Festivity

In honour of World Consumer Rights Day, the OMIC and the Department of Consumer Affairs held an information booth in Plaza de Baix this Friday to provide the residents of Elche with free consumer advocacy, training, and advice.

The area’s edil, Inma Mora, accepted the work I do to address the needs and concerns of both consumers and establishments. Taking into consideration that this space, which has six professionals after being reinforced recently with two more technicians, provides consumers with pautas referring to the regulations in effect at the time of purchase or that must be followed by those products to ensure that the consumer has no issues.

Advice Saavedra explained that the focus of this year’s attention has been on helping merchants and distributing hojas of preceptive reclamations that must have all the establishments at the customers’ disposal.

The city council of Alicante is making a fresh effort to restrict electric scooters. The appropriate usage of personal mobility vehicles (PMVs) is the focus of a new special campaign that the Department of Safety is launching this month March. To cut down on infractions, the strategy will involve more police monitoring and discussions in schools.

Both drivers and pedestrians have frequently protested to the City Council about PMV users’ frequent violations of the rule governing the use of this form of transportation since it went into force. While electric scooters are prevalent on public roadways, certain behaviours are prohibited in Alicante, such as riding on sidewalks, transporting multiple people in one vehicle, or not wearing a helmet. Just under three penalties per day, or 4,252, have been imposed by the City Council in the five years that the ordinance has been in effect.

Awareness and instruction on road safety

The City Council is currently launching a new awareness campaign to lower the number of these infractions and inform the public about how to use personal mobility vehicles properly. “It is necessary to raise awareness among drivers of these vehicles about the importance of complying with the municipal ordinance to strengthen road safety on our streets and public spaces,” said Julio Calero, the security councillor.

To date, local police officers have visited 117 schools in the city to educate children on traffic laws on city roads, as well as the requirements, features, and various kinds of VPMs.

Management of infractions

Additionally, the campaign emphasises adherence to the restrictions placed on these kinds of vehicles in pedestrian zones as well as the prohibitions outlined in the municipal legislation. Throughout the second half of March, the Local Police will conduct more monitoring and pursue infractions to guarantee adherence to these rules.

In this context, the municipal measure will concentrate on places where electric scooters are not allowed, including pedestrian zones, bike lanes, bus lanes, the TRAM platform, sidewalks, and paved walkways (like the Explanada de España and the pedestrian walkways on Avenida de Niza, Postiguet, and Urbanova).

Fines range from 100 to 500 euros

The Local Police will also keep an eye out for and enforce infractions like riding without a helmet, transporting people for longer than one person at a time, not having the necessary braking system, using headphones or helmets while using a cell phone, or using a cell phone or other communication device.

In addition to enforcing pedestrian right-of-way and speed limitations, careless or reckless driving will result in legal action. It’s crucial to keep in mind that infractions of the local legislation carry fines of between €100 and €500.

“This awareness and surveillance campaign emphasises the importance of driving with caution when operating these vehicles and the priority of respecting pedestrians and other road users,” said Calero. The Safety Officer additionally stressed “the need to wear protective helmets, avoid riding on sidewalks or in pedestrian areas, and observe speed limits up to a maximum of 25 kilometres per hour.”

“A black metal model very similar to the current one but which increases the collection capacity from 100 to 250 litres,” said Luis Navarro, Councillor for Street Cleaning, of Benidorm City Council, which has started remodelling all of the trash cans along Paseo de Levante. In particular, the area between the intersection of Avenida Virgen del Sufragio and the end of Avenida de Madrid is where the new 250-liter rubbish bins are being placed. The area surrounding Plaza del Torrejó, which is smaller than the rest of the promenade, has a special installation of 100-litre rubbish bins.

According to Navarro, these bins are being renovated after the City Council “acquired 115 units, 65 of which hold 100 litres and 50 of which hold 250 litres, all of which are equipped with anti-vandalism systems.”

The 65 100-liter bins will be dispersed “between Paseo de Poniente and Avenida del Mediterráneo and the surrounding area,” while all of the high-capacity units will be placed on Paseo de Levante “because it’s the area of Benidorm where the greatest amount of waste is generated throughout the day.”

The mayor further stated that “all the waste bins removed from these locations will be relocated to other areas of Benidorm after being cleaned, repainted, and repaired, replacing any damaged or other models.” According to Navarro, the medium-term goal is “to implement a single model of waste bin throughout the city, with a black metal look and embossed with the Benidorm name.” He explained that “the new waste collection and street cleaning contract will include the supply and maintenance of waste bins throughout the city.”