Electronic complaints book

Company Identification / Membership
My7Stores, Lda, with the NIF: 513284737, located at Rua Dr. Carlos Magalhães, nº4, 4700-001 Braga, adhered to the Electronic Complaints Book without prejudice to the traditional paper format.

Electronic Complaint Book Platform
To access the Complaints Book go to:
https://www.livroreclamacoes.pt/inicio

Regulatory/Supervisory Entity
ASAE (Food and Economic Security Authority)

Complaint Process - FAQ Complaint Process:

What steps should you take to submit the complaint?
Firstly, the consumer or user must make sure that it contains all the information and documentation necessary to complete the claim, including the correct identification of the company on which he claims to claim.
In the possession of all elements, the consumer must:

1. Click on the "Make Claim" icon - you will then be asked for the e-mail address; 
2. Enter your email address and "Submit" - you will receive a message in your mailbox with a link to proceed with your complaint.
3. Access the message from the Platform that you will have received in your e-mail and click on the link, available for 60 minutes, period after which it will lose its validity and it will be necessary to repeat the process indicated above.
4. After clicking on this link, the consumer can proceed with the complaint as follows:

• Enter your personal information;
• Fill in the data of the claimed company - to do this you should do a smart search that includes fields such as operator name, address, telephone, NIF. Next, the consumer must select the "activity sector" on which the complaint is based;
• Fill in the fields of the complaint with description of the subject and facts, being able to attach up to 3 files;
• Finally, the consumer must confirm that all data is correct and "submit".

After following these 4 steps, the consumer will receive in his e-mail address the proof of his complaint that he can print.

To whom is the complaint sent?
When the complaint is submitted through the Platform, it is sent automatically to the service provider / goods supplier and simultaneously to the regulatory body of the sector. The consumer will also receive a copy of the complaint presented in pdf format at his e-mail address.

Who can access the complaint information?
Information about the complaint can be accessed by the consumer/user who made the complaint, as well as the service provider/provider of the goods complained about and the regulatory body.

Is the supplier of goods/service provider obliged to respond to the consumer?
Yes, within 15 business days.

How does the consumer receive the response from the supplier of goods/services to his complaint?
The consumer will receive a reply to his complaint at the e-mail address he gave when submitting his complaint.

How can the consumer follow up on the handling of the submitted complaint?
To follow up on the handling of their complaint the consumer/user has two options:

• Through the email address. To do this you must enter the e-mail address where you will receive a list of complaints made by this same address. Each complaint will have associated a link that when accessed will direct to the page of queries where the data of the complaint and its states will be presented.
• By entering the Complaint Number and Identification Number, and the search is made both in the RTIC database and in the Electronic Complaints Book database.

You can contact directly the regulator of the claimed sector or consult the progress of your complaint through the RTIC - Telematics Network of Common Information. To check the status of your complaint simply go to the RTIC website by clicking on "01 Consumers and Economic Operators" and enter your details, namely the complaint number and the personal identification number.