The New Andalusian Consumer Complaint Form: A Practical Guide to Hoj@

The Regional Government of Andalusia has approved the Order of 24 April 2026, which regulates the Electronic System for Complaints and Claims, known as Hoj@, making it mandatory for all businesses selling goods or providing services in the autonomous community. It also updates the official form and the notices that businesses must display.

Read this article to find out how to adapt your ecommerce business to the new complaint-handling requirements.

What is Hoj@?

Hoj@ is a system developed by the Regional Government of Andalusia that allows consumers to submit complaints and claims electronically against businesses that sell goods or provide services in Andalusia. It enables businesses to receive complaints and submit their formal responses electronically during the direct negotiation stage.

Who is subject to this obligation?

The Order of 24 April 2026 defines a “business” as any natural or legal person, whether public or private, that sells goods or provides services in Andalusia. This definition covers activities carried out:

• In person at physical premises.
• Remotely or electronically, through websites, digital platforms or online contracting applications.

Consequently, this regulation establishes an extraterritorial compliance obligation. In other words, if you sell to consumers in Andalusia through your ecommerce business, even if you operate from another autonomous community or from abroad, you are subject to this regulation and must register with the system.

Who can use Hoj@?

Hoj@ is a tool that anyone over the age of 18 can use by creating an account under the Hoj@ Ciudadanía profile, either on their own behalf or as a representative of another person. Registration requires various details, including first name, surname, Spanish tax identification number (NIF) or passport number, email address, mobile phone number and residential address.

How do you submit a complaint through Hoj@?

Below, we explain the steps to follow to submit a complaint through the Hoj@ system.

1. Access and registration with “Hoj@ Ciudadanía”
   You must download the Hoj@ app or access the Hoj@ Electrónica web platform. You will need to verify your identity and create a personal account under the Hoj@ Ciudadanía profile. You can identify yourself using a qualified electronic certificate, Cl@ve PIN or an agreed authentication method.
   
   
2. Finding the business or establishment
   Once you have accessed Hoj@, you must locate the business you wish to complain about using the integrated search tool, the geolocation feature or by scanning the QR code displayed on the official notice at the business premises, on its website or on an invoice.
   
   When you select the business, its identification details and your own information will be automatically populated in the form.
   
   Please note that if either the consumer or the business is not registered with the system, the platform allows users to complete and download the official form and submit it directly to the business outside the platform.
   
   
3. Completing and submitting the complaint
   The next step is to describe what happened in the section explaining the grounds for the complaint.
   
   It is particularly important to clearly specify the solution you are seeking, such as a refund, repair or replacement of the product.
   
   You will also be able to attach digital files as evidence to support your claim.
   
   Once you have completed the entire form, you must submit your complaint.
   
   
4. The business's response
   Once you have submitted your complaint, the authorised representative of the business will receive an automatic notification by email or through an internal message.
   
   The complaint is considered formally received when the business accesses it or, alternatively, once 10 calendar days have elapsed from the notification without the complaint being accessed.
   
   The business has 10 working days from receipt of the notification to submit a reasoned response through the platform. This response may include three different elements:
   1. Proposing a solution or explaining the reasons for not upholding the complaint
   2. Stating whether the business is affiliated with, accepts or is required to participate in a consumer mediation or arbitration procedure.
   3. If the business does not participate in such a procedure, providing information about at least one alternative dispute resolution entity.
      
      
5. The consumer's response
   Once the business's response has been notified, the complainant can access it in their inbox and take one of the following actions:
   1. Accept the business's proposal. In this case, the complaint or claim is considered closed.
   2. Make a counterproposal. A new proposal is sent to the business so that negotiations can continue.
   3. Reject the proposed solution and refer the matter to the authorities. The business's response is rejected and public authorities are asked to intervene.
   4. Accept mediation or arbitration and refer the matter to the authorities. The complainant agrees to the procedure offered by the business, and the case file is forwarded to the relevant public authority to administer the voluntary dispute resolution procedure.
      
      If the complainant does not access the business's response within six months, the complaint is considered closed and is deleted from the system.
      
      
6. Referral to the public authorities
   If the business fails to respond within 10 working days or no agreement is reached, the consumer can refer the complaint directly to the public authorities through their profile.
   
   However, a complaint cannot be referred to the authorities through Hoj@ if more than one year has elapsed since it was initially submitted to the business.
   
   Once the complaint has been successfully referred, the Consumer Affairs Administration will process the case. It may propose mediation, assess potential settlements or initiate sanctioning proceedings if it identifies indications of an administrative infringement. Throughout the procedure, the complainant can check the status of the case through the Citizen's Portal (Carpeta Ciudadana).

What your business or ecommerce store needs to do

1. Register with Hoj@ Empresas
   Registration must be completed by the person legally authorised to represent the business, by accessing Hoj@ Electrónica or the Hoj@ app. They can verify their identity using a qualified electronic certificate, Cl@ve PIN, an agreed authentication method or a fingerprint.
   
   They must provide proof of their legal authority to represent the business and submit accurate entity information, including the tax identification number (NIF), type of activity, registered office, physical address, valid telephone number and email address.
   
   The registration requirements depend on the type of business:
   
   • Ecommerce businesses or service providers without physical premises: Registration is required only as a business.
     
   • Businesses with premises in Andalusia: In addition to registering the business, each individual establishment must be identified as a separate operating unit.
     
2. Appoint authorised representatives
   Authorised representatives are responsible for receiving notifications, responding to complaints and keeping the business details up to date.
   • Companies must register at least two authorised representatives.
   • Sole traders and self-employed individuals need to appoint only one authorised representative.
     
     
3. Display the official notices with QR codes
   The system generates a unique notice with an individual QR code for the business and for each establishment.
   • Physical shops: Display the identification notice set out in Annex III, including a unique QR code that allows consumers to initiate a complaint directly.
     
   • Digital environments and websites: Include the information notice set out in Annex IV and the QR code in offers, proposals to enter into contracts, contracts, invoices and ecommerce websites or apps.
     
     
     
4. Continue providing paper complaint forms
   Registering with Hoj@ does not exempt your business from making paper complaint forms available to customers at your physical customer service points. Paper forms are not being phased out; both formats must coexist, meaning businesses are required to provide:
   • Paper format: Physical complaint forms available to customers at in-person service locations.
   • Electronic format: Mandatory registration on the Hoj@ platform.
     
     
5. Keep your information up to date
   You are responsible for keeping the business details and those of its authorised representatives up to date. If you cease trading, you can request deregistration. You will no longer receive new complaints, but you must continue managing any outstanding cases until they are formally closed.

Obligations for businesses and ecommerce stores

Therefore, to comply with the Regional Government of Andalusia’s new consumer complaint regulations, your ecommerce business must meet the following obligations:

• Mandatory registration: Register under the Hoj@ Empresas profile and provide documentation proving legal representation, together with accurate information about the business activity, address, registered office, tax identification number (NIF), valid telephone number and email address.
• Business-specific QR notice: Obtain a dedicated QR notice for the business and each establishment. These notices are generated and printed directly from the system.
• Obligation to respond: Respond within 10 working days of receiving the complaint. The complaint is considered received when the business accesses it or, at the latest, 10 calendar days after the notification, even if it has not been opened. Failure to respond within the deadline constitutes an infringement.
  • Failure to comply with the response deadline is classified as a sanctionable infringement under Article 71.8.3 of Law 13/2003 on the Defence and Protection of Consumers and Users of Andalusia. This is considered a minor infringement and may result in a fine ranging from €200 to €5,000.
• Content of the response: The business may propose a solution or explain why it cannot uphold the complaint. It must also state whether it is affiliated with or agrees to participate in consumer mediation or arbitration. If it does not, it must identify at least one entity, preferably a public one, competent to handle the complaint.
• Keeping information up to date: If the business deregisters because it has ceased trading, it will stop receiving new complaints but must continue managing those already received until they are resolved.
• Paper forms remain mandatory: Registration with Hoj@ does not remove the obligation to make paper complaint forms available.

When must businesses register?

Following its publication in the Official Gazette of the Regional Government of Andalusia (Boletín Oficial de la Junta de Andalucía), the regulation came into force on 20 May 2026. The following deadlines have been established for businesses to comply:

Conclusion

Hoj@ represents a significant change in how consumer complaints are managed in Andalusia. Its scope extends well beyond businesses based in the region: any ecommerce business selling to consumers in Andalusia falls within its scope, regardless of where it operates.

Although SMEs and ecommerce businesses have until 20 February 2027 to comply, it is advisable not to leave preparations until the last minute. Adding the notice and QR code to your website, invoices and contracts, and establishing an internal procedure for responding within 10 working days, will help you avoid fines of up to €5,000.

Furthermore, handling complaints efficiently provides an opportunity to resolve disputes directly and strengthen customer trust.

Would you like to ensure your ecommerce business complies with the regulations?

At Lawwwing, we help you comply with the legislation applicable to your online store, allowing you to focus on selling. That is why we tailor all your legal texts to the specific characteristics of your website, helping you remain compliant with the regulations in force at all times.