Company Identification

Aurus Jóias is the brand of the company Maria de Fátima Rocha Ferreira , holder of Tax Identification Number 184140595, located at Rua Doutor Américo de Oliveira, nº 10, Loja 2, 3060-318 Febres, Coimbra, and has joined the Electronic Complaints Book without prejudice to the traditional paper format.

Electronic Complaints Book Platform

To access the Complaints Book, click here: https://www.livroreclamacoes.pt/Inicio/

Regulatory/Supervisory Entity

ASAE (Food and Economic Security Authority)

How do I file a complaint?

• What steps should I follow to submit a complaint?

In First, the consumer or user must ensure that they have all the necessary information and documentation to complete the complaint.

Once in possession of all the necessary information, the consumer should:

1. Click on the “Make a Complaint” icon – you will then be asked for your email address;

2. Enter your email address and click "Submit" - you will receive a message in your inbox with a link to proceed with your complaint.

3. Access the message from the Platform that you will have received in your email and click on the link within 60 minutes, after which it will expire and you will need to repeat the process described above.

4. After clicking on this link, the consumer can proceed with the complaint as follows:

- Enter your personal details;

- Fill in the details of the company being complained about - to do this you should conduct a smart search that includes fields such as the operator's name, address, telephone number, and tax identification number (NIF). Next, the consumer must select the "business sector" to which the complaint relates;

- Fill in the complaint fields with a description of the issue and facts, and you can attach up to 3 files.

Finally, the consumer must confirm that all the data is correct and "submit".

After completing these 4 steps, the consumer will receive proof of their complaint at their email address, which they can then print.

• To whom should the complaint be addressed?

When a complaint is submitted through the Platform, it is automatically sent to the service provider/supplier of goods and simultaneously to the sector's regulatory body. The consumer will also receive a copy of the submitted complaint in PDF format at their email address.

• Who can access the information about the complaint?

The consumer/user who filed the complaint, as well as the service provider/supplier of goods complained against and the regulatory body, can access the information regarding the complaint.

• Is the supplier of goods/service provider obligated to respond to the consumer?

Yes, within 15 business days.

• How does a consumer receive a response from the supplier of goods/service provider to their complaint?

The consumer receives a response to their complaint via the email address they provided when submitting their complaint.

• How can a consumer track the status of their 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 email address where you will receive a list of complaints compiled from that same address. Each complaint will have an associated link that, when accessed, will direct you to the query page where the complaint details and their respective statuses will be displayed.
• By entering the Complaint Number and Identification Number, the search is conducted both in the RTIC database and in the Electronic Complaints Book database.

You can contact the regulator of the sector in question directly or check the status of your complaint through the RTIC – Common Information Telematics Network.

To check the status of your complaint, simply access the RTIC website by clicking on option “01 Consumers and Economic Operators” and entering your details, namely the complaint number and personal identification number.