Consumer protection in Paraguay

Paraguay has a national consumer protection system based mainly on Ley N° 1334/98, Ley 4868/2013 for electronic commerce, Decreto 1165/2014, Decreto 20572/2003 and sector-specific rules. The system generally covers an individual or legal entity acting as the final recipient of a good or service. Purchases for resale, activity by a for-profit legal entity in its business capacity, pure price comparisons and claims based only on expired guarantees may fall outside SEDECO's handling. A general claim for damages may require a judicial process because SEDECO is not a damages forum. Consumers have rights to free choice, health and safety protection, clear and accessible information about characteristics, composition, quality, price and risks, and protection against deception, coercion, unfair methods and abusive clauses. A provider must generally perform an offer according to its stated time, quantity, quality and price. Public services should be provided efficiently and without discrimination. A receipt, contract copy, guarantee, advertisement, delivery record and correspondence can show what the provider promised and what happened. SEDECO is Paraguay's national consumer authority. It provides information and advice and can conduct conciliación, mediation, arbitration, investigations, inspections and sanctions. The SNIPC connects SEDECO with participating municipal consumer offices. A municipal Oficina de Defensa del Consumidor can be used only where the municipality has joined the system, so the municipality's current status should be checked. The national SEDECO channel remains available as an alternative. For a general complaint, the consumer should usually contact the provider first, preserve the response and then submit at least a cédula de identidad, invoice or ticket, contract and photographs or other proof. The reviewed SEDECO information does not state one uniform filing deadline or fee. In SEDECO practice, a factory defect can lead to a prompt repair or replacement without charge when the circumstances support it; repayment, performance or sanctions depend on the facts. Electronic commerce adds duties for providers. They should identify themselves and provide an address and contact details, privacy and security information, product or service data, delivery terms, guarantee information, cancellation and refund conditions, the final price including freight and the payment method. The consumer must receive a way to correct errors and an express confirmation of the transaction; silence does not count as consent. Unrequested advertising must be identified as such and provide a simple free way to unsubscribe. For many online purchases, the consumer may withdraw within a maximum of five business days after receiving the product or service, provided it remains unused and undamaged. Return shipping or the cost of an already supplied service generally falls on the consumer. Exceptions include custom-made or perishable goods, opened audio, video or software, newspapers and magazines, scheduled accommodation, transport or events when cancellation was not announced at least five days in advance, travel or baggage insurance and short-term insurance. Financial complaints begin with the bank or financial provider. Under the BCP and Superintendencia de Bancos process, the provider normally has up to 15 business days to answer an internal complaint; a justified extension may add up to 10 business days. The consumer can then contact the Oficina de Atención al Consumidor Financiero at usuariofinanciero@bcp.gov.py. BCP supervision does not replace the provider's operational handling of an individual transaction, and SEDECO may also address general consumer violations. Insurance complaints can be submitted through the Plataforma de Asistencia al Usuario del Seguro under the Superintendencia de Seguros. A policyholder, insured person, beneficiary, injured third party or legal successor may use that channel, and the review of the insurer's response can take up to 60 business days. The insurance authority cannot force an insurer to pay an indemnity or refund a premium, while SEDECO can address general consumer violations. Telecommunications complaints may involve CONATEL and SEDECO. The provider contact should be documented before using the CONATEL complaint portal, QoSCalidad or CAP. Typical issues include tariff changes, incorrect billing, misleading promotions, cancellation and service quality. For travel and tourism, checking a provider through REGISTUR before booking can reduce risk. SENATUR handles complaints and suggestions, while DINAC is relevant to air transport. Keep the ticket, fare conditions, operating carrier or codeshare information, delay or cancellation records and baggage evidence. Scheduled transport is among the exceptions to the online withdrawal rule. ANDE handles electricity supply and public-lighting reports through its web form or telephone 160; commercial complaints are handled separately. The reviewed sources do not establish an additional independent electricity ombudsman. DINAVISA handles health-product registration, post-market monitoring, safety alerts, pharmacovigilance and reports about illegitimate, substandard, unregistered or falsified products, including medical-device incidents. Form FOR-DGV-008-02 can be used for the relevant report. Ley 1119/97 prohibits selling falsified, expired, unauthorized or illegally imported health products. A commercial dispute can additionally fall under SEDECO, while medical treatment and professional services generally lie outside this health-product channel; advertising remains a consumer issue. For phishing, scams or other cyber incidents, send evidence free of charge to CERT-PY at abuse@cert.gov.py and inform the bank or payment provider immediately. Suspected property or computer fraud should also be reported to the Policía or Fiscalía, including the relevant specialized economic or cybercrime units. Ley 6534/2020 operates alongside Ley 1334/98 for personal and credit data. Keep records of unlawful advertising, collection activity, incorrect default information and any request for access or correction. SEDECO's documented sanction practice includes data-related violations, abusive practices, missing information, poor service and health or safety risks. Digital violations under Ley 4868 can attract penalties of up to 200 jornales for less serious, 500 jornales for serious and 1,000 jornales for very serious violations. SEDECO reported 11,998 consultations and 7,602 complaints in 2025; financial services and insurance accounted for 24 percent, telecommunications 10 percent, electrical and electronic products 10 percent, automotive matters 8 percent and health 5 percent. In the first half of 2026, more than 4,500 complaints were reported, with financial services and insurance at 19 percent, telecommunications at 12 percent, electrical and electronic products at 11 percent, automotive matters at 6 percent and transport at 5 percent. Consumer protection focuses on the private consumer's relationship with a provider; ordinary shopping advice, general civil damages and banking-sector supervision belong to adjacent areas.