{"id":270310,"date":"2026-03-22T18:46:42","date_gmt":"2026-03-22T23:46:42","guid":{"rendered":"https:\/\/langcom.org\/?page_id=270310"},"modified":"2026-03-22T21:14:56","modified_gmt":"2026-03-23T02:14:56","slug":"livro-de-reclamacoes","status":"publish","type":"page","link":"https:\/\/langcom.org\/pt\/libro-de-reclamaciones\/","title":{"rendered":"Livro de Reclama\u00e7\u00f5es"},"content":{"rendered":"<div class=\"et_pb_section_0 et_pb_section et_section_regular et_flex_section\">\n<div class=\"et_pb_row_0 et_pb_row et_flex_row\">\n<div class=\"et_pb_column_0 et_pb_column et-last-child et_flex_column et_pb_css_mix_blend_mode_passthrough et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\">\n<div class=\"et_pb_code_0 et_pb_code et_pb_module\"><div class=\"et_pb_code_inner\">    <div id=\"lrv-wrapper\">\n\n        <div class=\"lrv-header\">\n            <div class=\"lrv-seal\">\n                <svg viewbox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                    <circle cx=\"50\" cy=\"50\" r=\"48\" fill=\"#c0392b\" stroke=\"#fff\" stroke-width=\"2\"\/>\n                    <circle cx=\"50\" cy=\"50\" r=\"40\" fill=\"none\" stroke=\"rgba(255,255,255,.5)\" stroke-width=\"1\"\/>\n                    <rect x=\"18\" y=\"34\" width=\"64\" height=\"7\" rx=\"2\" fill=\"#fff\"\/>\n                    <rect x=\"22\" y=\"44\" width=\"56\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"51\" width=\"40\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"58\" width=\"50\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"65\" width=\"33\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <text x=\"50\" y=\"30\" text-anchor=\"middle\" fill=\"#fff\" font-family=\"Arial,sans-serif\" font-size=\"8\" font-weight=\"bold\">LIBRO DE<\/text>\n                    <text x=\"50\" y=\"39.5\" text-anchor=\"middle\" fill=\"#c0392b\" font-family=\"Arial,sans-serif\" font-size=\"7\" font-weight=\"bold\">RECLAMA\u00c7\u00d5ES<\/text>\n                <\/svg>\n            <\/div>\n            <div class=\"lrv-header-text\">\n                <h2>LIVRO DE RECLAMA\u00c7\u00d5ES VIRTUAL<\/h2>\n                <p>De acordo com o C\u00f3digo de Prote\u00e7\u00e3o e Defesa do Consumidor \u2013 Lei n\u00ba 29571<\/p>\n                <p style=\"font-size:.78rem;opacity:.75;margin-top:4px;\">O fornecedor dever\u00e1 responder no prazo m\u00e1ximo de 30 dias corridos.<\/p>\n            <\/div>\n        <\/div>\n\n        <div class=\"lrv-aviso\">\n            <strong>AVISO LEGAL:<\/strong> A apresenta\u00e7\u00e3o de uma reclama\u00e7\u00e3o n\u00e3o impede o recurso a outras formas de resolu\u00e7\u00e3o de controv\u00e9rsias, nem constitui requisito pr\u00e9vio para a apresenta\u00e7\u00e3o de uma den\u00fancia junto ao INDECOPI. O fornecedor disp\u00f5e de um prazo de <strong>30 dias corridos<\/strong> para responder. INDECOPI: <strong>224-7777 (Lima) | 0-800-4-4040 (liga\u00e7\u00e3o gratuita das prov\u00edncias)<\/strong>.\n        <\/div>\n\n        <div id=\"lrv-form-wrap\" class=\"lrv-card\">\n            <div id=\"lrv-error-msg\" class=\"lrv-msg error\"><\/div>\n\n            <form id=\"lrv-form\" method=\"post\" novalidate action=\"\">\n\n                <!-- HONEYPOT: hidden from humans, bots fill it and get silently rejected -->\n                <div class=\"lrv-hp\" aria-hidden=\"true\">\n                    <label for=\"lrv_website\">N\u00e3o preencher<\/label>\n                    <input type=\"text\" id=\"lrv_website\" name=\"lrv_website\" tabindex=\"-1\" autocomplete=\"off\" value=\"\">\n                <\/div>\n\n                <!-- 1. Datos del proveedor -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M19 21V5a2 2 0 00-2-2H7a2 2 0 00-2 2v16m14 0h2m-2 0h-5m-9 0H3m2 0h5M9 7h1m-1 4h1m4-4h1m-1 4h1m-2 8v-4a1 1 0 011-1h2a1 1 0 011 1v4m-6 0h4\"\/><\/svg>\n                    1. Dados do fornecedor\n                <\/div>\n                <div class=\"lrv-proveedor-box\">\n                    <strong>Nome da empresa:<\/strong> Associa\u00e7\u00e3o Educativa, T\u00e9cnica e Tecnol\u00f3gica Langcom  |&nbsp;\n                    <strong>RUC:<\/strong> 20xxxxxxxxxx  |&nbsp;\n                    <strong>Endere\u00e7o:<\/strong> Jr. V\u00edctor Cordero 826, Bel\u00e9n, Huaraz, Ancash, Peru  |&nbsp;\n                    <strong>Site:<\/strong> https:\/\/langcom.edu.pe                <\/div>\n\n                <!-- 2. Datos del consumidor -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M16 7a4 4 0 11-8 0 4 4 0 018 0zM12 14a7 7 0 00-7 7h14a7 7 0 00-7-7z\"\/><\/svg>\n                    2. Dados do consumidor \/ reclamante\n                <\/div>\n                <div class=\"lrv-grid-2\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_nombres\">Nomes <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_nombres\" name=\"nombres\" placeholder=\"Seus nomes\" required maxlength=\"100\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_apellidos\">Sobrenomes <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_apellidos\" name=\"apellidos\" placeholder=\"Seus sobrenomes\" required maxlength=\"100\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-grid-3\" style=\"margin-top:16px\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_tipo_doc\">Tipo de documento <span class=\"req\">*<\/span><\/label>\n                        <select id=\"lrv_tipo_doc\" name=\"tipo_doc\" required>\n                            <option value=\"\">Selecione\u2026<\/option>\n                            <option value=\"DNI\">DNI<\/option>\n                            <option value=\"CE\">Cart\u00e3o de Estrangeiro<\/option>\n                            <option value=\"Pasaporte\">Passaporte<\/option>\n                            <option value=\"RUC\">RUC<\/option>\n                        <\/select>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_num_doc\">N.\u00ba do documento <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_num_doc\" name=\"num_doc\" placeholder=\"N\u00famero\" required maxlength=\"20\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_telefono\">Telefone \/ Celular <span class=\"req\">*<\/span><\/label>\n                        <input type=\"tel\" id=\"lrv_telefono\" name=\"telefono\" placeholder=\"Ex.: 999 123 456\" required maxlength=\"25\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-grid-2\" style=\"margin-top:16px\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_email\">E-mail <span class=\"req\">*<\/span><\/label>\n                        <input type=\"email\" id=\"lrv_email\" name=\"email\" placeholder=\"correo@ejemplo.com\" required maxlength=\"120\">\n                        <span class=\"lrv-hint\">Voc\u00ea receber\u00e1 a confirma\u00e7\u00e3o neste e-mail<\/span>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_domicilio\">Domic\u00edlio <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_domicilio\" name=\"domicilio\" placeholder=\"Endere\u00e7o, cidade, departamento\" required maxlength=\"250\">\n                    <\/div>\n                <\/div>\n\n                <!-- 3. Bien contratado -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M20 7l-8-4-8 4m16 0l-8 4m8-4v10l-8 4m0-10L4 7m8 4v10M4 7v10l8 4\"\/><\/svg>\n                    3. Identifica\u00e7\u00e3o do Bem Contratado\n                <\/div>\n                <div class=\"lrv-grid-3\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_tipo_bien\">Tipo <span class=\"req\">*<\/span><\/label>\n                        <select id=\"lrv_tipo_bien\" name=\"tipo_bien\" required>\n                            <option value=\"\">Selecione\u2026<\/option>\n                            <option value=\"Servicio\">Servi\u00e7o<\/option>\n                            <option value=\"Producto\">Produto<\/option>\n                        <\/select>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_monto\">Valor reclamado (S\/.)<\/label>\n                        <input type=\"number\" id=\"lrv_monto\" name=\"monto\" placeholder=\"0.00\" min=\"0\" step=\"0.01\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_num_pedido\">N.\u00ba do pedido \/ contrato<\/label>\n                        <input type=\"text\" id=\"lrv_num_pedido\" name=\"num_pedido\" placeholder=\"Opcional\" maxlength=\"80\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-field\" style=\"margin-top:16px\">\n                    <label for=\"lrv_desc_bien\">Descri\u00e7\u00e3o do bem ou servi\u00e7o contratado <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_desc_bien\" name=\"desc_bien\" placeholder=\"Descreva o produto ou servi\u00e7o contratado\u2026\" required><\/textarea>\n                <\/div>\n\n                <!-- 4. Tipo de reclamo -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M12 9v2m0 4h.01m-6.938 4h13.856c1.54 0 2.502-1.667 1.732-3L13.732 4c-.77-1.333-2.694-1.333-3.464 0L3.34 16c-.77 1.333.192 3 1.732 3z\"\/><\/svg>\n                    4. Tipo de reclama\u00e7\u00e3o\n                <\/div>\n                <div class=\"lrv-radio-group\">\n                    <label class=\"lrv-radio-option\">\n                        <input type=\"radio\" name=\"tipo_reclamo\" value=\"reclamo\" required>\n                        <span class=\"lrv-radio-dot\"><\/span>\n                        <span class=\"lrv-radio-text\">\n                            <strong>\ud83d\udd34 Reclama\u00e7\u00e3o<\/strong>\n                            <small>Insatisfa\u00e7\u00e3o relacionada aos produtos ou servi\u00e7os (qualidade, adequa\u00e7\u00e3o, pre\u00e7o, etc.).<\/small>\n                        <\/span>\n                    <\/label>\n                    <label class=\"lrv-radio-option\">\n                        <input type=\"radio\" name=\"tipo_reclamo\" value=\"queja\" required>\n                        <span class=\"lrv-radio-dot\"><\/span>\n                        <span class=\"lrv-radio-text\">\n                            <strong>\ud83d\udfe0 Reclama\u00e7\u00e3o<\/strong>\n                            <small>Inconveniente ou insatisfa\u00e7\u00e3o em rela\u00e7\u00e3o ao atendimento ao cliente, sem afetar diretamente o produto ou servi\u00e7o.<\/small>\n                        <\/span>\n                    <\/label>\n                <\/div>\n\n                <!-- 5. Detalle -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M9 12h6m-6 4h6m2 5H7a2 2 0 01-2-2V5a2 2 0 012-2h5.586a1 1 0 01.707.293l5.414 5.414a1 1 0 01.293.707V19a2 2 0 01-2 2z\"\/><\/svg>\n                    5. Detalhes da reclama\u00e7\u00e3o \/ queixa\n                <\/div>\n                <div class=\"lrv-field\">\n                    <label for=\"lrv_detalle\">Descri\u00e7\u00e3o detalhada <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_detalle\" name=\"detalle\" rows=\"6\" placeholder=\"Descreva detalhadamente o fato que motivou sua reclama\u00e7\u00e3o ou queixa, indicando a data em que ocorreu\u2026\" required><\/textarea>\n                <\/div>\n                <div class=\"lrv-field\" style=\"margin-top:16px\">\n                    <label for=\"lrv_pedido\">Pedido do consumidor <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_pedido\" name=\"pedido\" rows=\"3\" placeholder=\"Indique qual solu\u00e7\u00e3o ou a\u00e7\u00e3o voc\u00ea espera do fornecedor\u2026\" required><\/textarea>\n                <\/div>\n\n                <!-- 6. Firma electr\u00f3nica -->\n                <div class=\"lrv-section-title\" style=\"margin-top:28px\">\n                    <svg fill=\"none\" viewbox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M15.232 5.232l3.536 3.536m-2.036-5.036a2.5 2.5 0 113.536 3.536L6.5 21.036H3v-3.572L16.732 3.732z\"\/><\/svg>\n                    6. Assinatura eletr\u00f4nica\n                <\/div>\n                <div class=\"lrv-firma\" id=\"lrv-firma-wrap\">\n                    <input type=\"checkbox\" id=\"lrv_firma\" name=\"firma\" value=\"1\" required>\n                    <label for=\"lrv_firma\">\n                        Declaro que as informa\u00e7\u00f5es fornecidas s\u00e3o verdadeiras e corretas, e que sou maior de idade. Aceito que a Associa\u00e7\u00e3o Educativa, T\u00e9cnica e Tecnol\u00f3gica Langcom utilize meus dados de contato exclusivamente para responder \u00e0 presente reclama\u00e7\u00e3o, de acordo com a <strong>Lei n\u00ba 29733 \u2013 Lei de Prote\u00e7\u00e3o de Dados Pessoais<\/strong>. Entendo que a apresenta\u00e7\u00e3o desta reclama\u00e7\u00e3o n\u00e3o constitui uma den\u00fancia perante o INDECOPI.\n                    <\/label>\n                <\/div>\n\n                <div class=\"lrv-submit-wrap\">\n                    <button type=\"submit\" class=\"lrv-btn-submit\">\ud83d\udce9  Enviar reclama\u00e7\u00e3o \/ queixa<\/button>\n                    <p style=\"font-size:.77rem;color:#888;margin-top:10px;\">Sua reclama\u00e7\u00e3o ser\u00e1 registrada e voc\u00ea receber\u00e1 um n\u00famero de rastreamento por e-mail.<\/p>\n                <\/div>\n\n            <input type=\"hidden\" name=\"trp-form-language\" value=\"pt\"\/><\/form>\n        <\/div>\n\n        <!-- Success receipt -->\n        <div id=\"lrv-receipt\" class=\"lrv-receipt\">\n            <div class=\"lrv-receipt-icon\">\u2705<\/div>\n            <h3>\u00a1Reclama\u00e7\u00e3o registrada com sucesso!<\/h3>\n            <p>Seu n\u00famero de reclama\u00e7\u00e3o \u00e9:<\/p>\n            <div class=\"lrv-nr\" id=\"lrv-receipt-number\">\u2014<\/div>\n            <p>Enviamos uma confirma\u00e7\u00e3o para <strong id=\"lrv-receipt-email\"><\/strong><\/p>\n            <p style=\"margin-top:16px;color:#777;\">\n                O fornecedor tem um prazo de <strong>30 dias corridos<\/strong> para responder.<br>\n                Guarde o n\u00famero do seu pedido de reclama\u00e7\u00e3o para acompanhar o andamento.\n            <\/p>\n            <p style=\"margin-top:12px;font-size:.8rem;color:#aaa;\">\n                Caso n\u00e3o receba uma resposta dentro do prazo indicado, voc\u00ea pode recorrer ao <strong>INDECOPI<\/strong><br>\n                Tel. 224-7777 (Lima) \/ 0-800-4-4040 (prov\u00edncias, liga\u00e7\u00e3o gratuita)\n            <\/p>\n        <\/div>\n\n    <\/div>\n    <\/div><\/div>\n\n<div class=\"et_pb_text_0 et_pb_text et_pb_bg_layout_light et_pb_module et_flex_module\"><div class=\"et_pb_text_inner\"><h6 _ngcontent-urf-c39=\"\" class=\"title-notas\">Notas:<\/h6>\n<ul _ngcontent-urf-c39=\"\">\n<li _ngcontent-urf-c39=\"\">Este conte\u00fado est\u00e1 em conformidade com o disposto no artigo 5\u00ba do Decreto Supremo n\u00ba 011-2011-PCM, Regulamento do Livro de Reclama\u00e7\u00f5es, que estabelece o conte\u00fado m\u00ednimo obrigat\u00f3rio das Folhas de Reclama\u00e7\u00f5es.<\/li>\n<li _ngcontent-urf-c39=\"\">O fornecedor deve responder \u00e0 reclama\u00e7\u00e3o ou queixa em um prazo n\u00e3o superior a trinta (30) dias \u00fateis, prazo esse que n\u00e3o pode ser prorrogado.<\/li>\n<li _ngcontent-urf-c39=\"\">A resposta \u00e0 presente reclama\u00e7\u00e3o ou queixa ser\u00e1 enviada por meio de comunica\u00e7\u00e3o eletr\u00f4nica para o endere\u00e7o que voc\u00ea indicou neste Formul\u00e1rio de Reclama\u00e7\u00e3o.<\/li>\n<li _ngcontent-urf-c39=\"\">Caso deseje que a resposta seja enviada para o seu endere\u00e7o, voc\u00ea dever\u00e1 indicar isso nos detalhes da reclama\u00e7\u00e3o ou queixa.<\/li>\n<li _ngcontent-urf-c39=\"\">Informamos que os dados pessoais que voc\u00ea fornecer por meio deste formul\u00e1rio ser\u00e3o utilizados exclusivamente para dar andamento \u00e0 reclama\u00e7\u00e3o ou queixa que voc\u00ea registrar no livro de reclama\u00e7\u00f5es.<\/li>\n<li _ngcontent-urf-c39=\"\">(*) Campos obrigat\u00f3rios<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"bwfblock_default_font":"","footnotes":""},"class_list":["post-270310","page","type-page","status-publish","hentry"],"dsm_author":{"name":"Ra\u00fal Magui\u00f1a","avatar_url":"https:\/\/cdn.langcom.org\/wp-content\/uploads\/2025\/12\/05230615\/303384a9f021d0f1af05a5f3e1bfaa0b.png","archive_link":"https:\/\/langcom.org\/pt\/author\/langcom\/","biodata":"Ra\u00fal Magui\u00f1a is the Founder and Academic Director of Langcom Academy, an Authorized Cambridge English Preparation Centre and DELE Examination Centre. Over more than 16 years, he has taught students from over 25 countries, coaching candidates to success in Cambridge, IELTS, TOEFL, DELE, SIELE, and Michigan certifications. A certified Cambridge English Speaking Examiner with C2-level mastery credentials (ECPE), he combines rigorous international standards with a warm, fluency-first approach through Langcom's Blended method."},"dsm_categories":[],"dsm_attachment_categories":[],"dsm_featured_image":null,"dsm_comment_count":0,"_links":{"self":[{"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/pages\/270310","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/comments?post=270310"}],"version-history":[{"count":0,"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/pages\/270310\/revisions"}],"wp:attachment":[{"href":"https:\/\/langcom.org\/pt\/wp-json\/wp\/v2\/media?parent=270310"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}