DIACO (Direccion de Atencion y Asistencia al Consumidor) is Guatemala’s consumer protection agency, housed within the Ministry of Economy (MINECO). It is the first line of defense for consumers who have been overcharged, sold defective merchandise, denied a warranty, given misleading information, or subjected to any unfair commercial practice. DIACO receives more than 7,000 complaints per year and provides a free, accessible mechanism for resolving disputes between consumers and businesses.
Every commercial establishment in Guatemala is legally required to have a DIACO complaint book (libro de quejas) available for customers. If you have a problem at a store, restaurant, or service provider, you have the right to ask for this book and register your complaint directly on-site. Many consumers do not know about this right, but it is a powerful tool — complaints registered in the libro de quejas are automatically forwarded to DIACO and create an official record.
The complaint process is designed to be simple and accessible to anyone. You can file by phone (hotline 1544), online through the DIACO website, or in person at DIACO offices in Guatemala City and departmental capitals. DIACO then contacts the business, arranges a conciliation hearing (audiencia de conciliacion) where both parties attempt to reach an agreement, and can impose sanctions on businesses that violate consumer protection laws.
Quick summary: DIACO is Guatemala’s consumer protection agency. Complaints are free and can be filed by phone (1544), online, or in person. DIACO arranges conciliation between consumer and business. Over 7,000 complaints handled annually.
Information verified March 2026.
Common Reasons for DIACO Complaints
| Category | Examples |
|---|---|
| Defective products | Electronics that do not work, broken merchandise |
| Denied warranties | Business refuses to honor manufacturer warranty |
| Overcharging | Price different from advertised, hidden fees |
| Non-delivery | Paid for goods or services never received |
| Misleading advertising | Product does not match description |
| Service failures | Poor quality service, unfinished work |
| Telecom issues | Internet/phone service billing disputes |
| Financial services | Unauthorized charges, hidden fees |
Requirements
- DPI of the consumer
- Invoice or proof of purchase (factura, recibo, order confirmation)
- Description of the problem
- Evidence (photos, screenshots, emails, contracts)
- Business information (name, address, phone)
Step-by-Step Process
- Gather your evidence — receipts, photos, screenshots of ads, contracts, email correspondence
- File your complaint via one of three channels:
- Online: diaco.gob.gt/tramite-de-queja
- Phone: Call 1544 (free hotline, Mon-Fri 8:00-16:00)
- In person: DIACO offices (8a Avenida 10-43, Zona 1, Guatemala City)
- DIACO contacts the business and notifies them of the complaint
- Conciliation hearing — both parties attend and attempt to reach an agreement
- If agreement is reached, DIACO formalizes the resolution (refund, exchange, repair, etc.)
- If no agreement, DIACO can investigate further and impose administrative sanctions on the business
Tips & Common Mistakes
- Always ask for a factura (invoice). Without proof of purchase, your complaint is much harder to support. Every business is legally required to issue a factura.
- Ask for the libro de quejas at the establishment before leaving. Registering your complaint in the official complaint book creates an immediate record and puts the business on notice.
- Take photos of defective products before returning them. If you return merchandise without documenting the problem, you lose your evidence.
- DIACO handles consumer disputes, not all disputes. Employer-employee issues go to the Ministry of Labor. Criminal fraud goes to the Ministerio Publico. Neighbor disputes go to civil court.
- Be patient but persistent. The conciliation process works, but it takes time. Follow up on your case if you do not hear back within 2 weeks.