There is no specific format required for complaints, but the following information must be included:
1. The complainant's ID and the name of the entity or legal person being complained against;
2. A clear, chronological explanation of the reasons for the complaint;
3. A clear statement of the desired outcome;
4. Telephone number and preferred notification method (fax or email);
5. Date and signature of the involved party (mandatory).
Complaints can be submitted to the regulatory authority in one of two ways:
a. In person: At SUGESE’s office located in Avenidas 13 y 17, calle 3a. Barrio Tournón, distrito San Francisco, cantón de Goicoechea, San José, from 9:00 a.m. to 5:00 p.m., Monday to Friday. The document must include the involved party’s signature.
b. By email: Sent to sugese@sugese.fi.cr, and must include a valid digital signature certificate (scanned signatures are not accepted).
Processing time:
The regulatory authority has a standard processing period of 20 working days, starting from the date the complaint is complete and properly submitted. If exceptional complexity arises, the regulator will notify the user at the beginning of the process, but under no circumstances will processing exceed two months.
