{"id":13147,"date":"2026-10-12T08:30:00","date_gmt":"2026-10-12T07:30:00","guid":{"rendered":"https:\/\/lawwwing.com\/?p=13147"},"modified":"2026-10-09T13:56:00","modified_gmt":"2026-10-09T12:56:00","slug":"new-andalusia-consumer-complaint-regulations-hoja","status":"publish","type":"post","link":"https:\/\/lawwwing.com\/en\/new-andalusia-consumer-complaint-regulations-hoja\/","title":{"rendered":"The New Andalusian Consumer Complaint Form: A Practical Guide to Hoj@"},"content":{"rendered":"\n

The Regional Government of Andalusia has approved the Order of 24 April 2026, which regulates the Electronic System for Complaints and Claims<\/strong>, known as Hoj@<\/strong>, making it mandatory<\/strong> 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.<\/p>\n\n\n\n

Read this article to find out how to adapt your ecommerce business to the new complaint-handling requirements.<\/p>\n\n\n\n

<\/div>\n\n\n\n

What is Hoj@?<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

<\/div>\n\n\n\n

Who is subject to this obligation?<\/h2>\n\n\n\n

The Order of 24 April 2026 defines a \u201cbusiness\u201d as any natural or legal person, whether public or private, that sells goods or provides services in Andalusia. This definition covers activities carried out:<\/p>\n\n\n\n

    \n
  • In person at physical premises.<\/li>\n\n\n\n
  • Remotely or electronically, through websites, digital platforms or online contracting applications.<\/li>\n<\/ul>\n\n\n\n

    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.<\/p>\n\n\n\n

    <\/div>\n\n\n\n

    Who can use Hoj@?<\/h2>\n\n\n\n

    Hoj@ is a tool that anyone over the age of 18 can use by creating an account under the Hoj@ Ciudadan\u00eda<\/em> 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.<\/p>\n\n\n\n

    <\/div>\n\n\n\n

    How do you submit a complaint through Hoj@?<\/h2>\n\n\n\n

    Below, we explain the steps to follow to submit a complaint through the Hoj@ system.<\/p>\n\n\n\n

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    1. Access and registration with \u201cHoj@ Ciudadan\u00eda\u201d
      <\/strong>You must download the Hoj@ app or access the Hoj@ Electr\u00f3nica web platform. You will need to verify your identity and create a personal account under the Hoj@ Ciudadan\u00eda profile. You can identify yourself using a qualified electronic certificate, Cl@ve PIN or an agreed authentication method.

      <\/li>\n\n\n\n
    2. Finding the business or establishment<\/strong>
      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.

      <\/li>\n\n\n\n
    3. Completing and submitting the complaint<\/strong>
      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.

      <\/li>\n\n\n\n
    4. The business's response<\/strong>
      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:\n
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      1. Proposing a solution or explaining the reasons for not upholding the complaint<\/li>\n\n\n\n
      2. Stating whether the business is affiliated with, accepts or is required to participate in a consumer mediation or arbitration procedure.<\/li>\n\n\n\n
      3. If the business does not participate in such a procedure, providing information about at least one alternative dispute resolution entity.

        <\/li>\n<\/ol>\n<\/li>\n\n\n\n
      4. The consumer's response<\/strong>
        Once the business's response has been notified, the complainant can access it in their inbox and take one of the following actions:\n
          \n
        1. Accept the business's proposal.<\/strong> In this case, the complaint or claim is considered closed.<\/li>\n\n\n\n
        2. Make a counterproposal.<\/strong> A new proposal is sent to the business so that negotiations can continue.<\/li>\n\n\n\n
        3. Reject the proposed solution and refer the matter to the authorities.<\/strong> The business's response is rejected and public authorities are asked to intervene.<\/li>\n\n\n\n
        4. Accept mediation or arbitration and refer the matter to the authorities.<\/strong> 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.

          <\/li>\n<\/ol>\n<\/li>\n\n\n\n
        5. Referral to the public authorities<\/strong>
          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<\/em>).<\/li>\n<\/ol>\n\n\n\n
          <\/div>\n\n\n\n

          What your business or ecommerce store needs to do<\/h2>\n\n\n\n
            \n
          1. Register with Hoj@ Empresas<\/strong>
            Registration must be completed by the person legally authorised to represent the business, by accessing Hoj@ Electr\u00f3nica 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:
            \"\"\n