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.

The legal foundation for DIACO’s authority is Decreto 006-2003 (Ley de Proteccion al Consumidor y Usuario), which establishes consumer rights in Guatemala and gives DIACO the power to receive complaints, mediate disputes, and impose sanctions on businesses that violate the law. The Acuerdo Gubernativo 777-2003 provides the detailed regulations for how complaints are processed and how conciliation hearings are conducted.

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. Legal basis: Decreto 006-2003.

Information verified March 2026.

When You Should File a DIACO Complaint

DIACO handles disputes between consumers and businesses. Before you file, make sure your issue is a consumer protection matter and not something handled by another institution.

DIACO CAN help with:

  • Defective products or merchandise that does not work as advertised
  • Denied warranties — business refuses to honor manufacturer or store warranty
  • Overcharging — price charged is different from the advertised or displayed price
  • Hidden fees — charges not disclosed before purchase
  • Non-delivery — you paid for goods or services that were never provided
  • Misleading advertising — product or service does not match the description
  • Service failures — poor quality work, unfinished service contracts
  • Telecom billing disputes — internet, phone, or cable service issues
  • Unauthorized charges — charges on your account you did not approve

DIACO CANNOT help with (go here instead):

IssueWhere to Go
Workplace disputes (unpaid wages, unfair dismissal)Ministry of Labor
Criminal fraud (scams, identity theft)Ministerio Publico
Neighbor disputesCivil court or juzgado de paz
Government corruptionMinisterio Publico
Medical malpracticeCivil court + Colegio de Medicos
Real estate disputesCivil court

Common Reasons for DIACO Complaints

CategoryExamples
Defective productsElectronics that do not work, broken merchandise
Denied warrantiesBusiness refuses to honor manufacturer warranty
OverchargingPrice different from advertised, hidden fees
Non-deliveryPaid for goods or services never received
Misleading advertisingProduct does not match description
Service failuresPoor quality service, unfinished work
Telecom issuesInternet/phone service billing disputes
Financial servicesUnauthorized 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

  1. Gather your evidence — receipts, photos, screenshots of ads, contracts, email correspondence
  2. Go to diaco.gob.gt/tramite-de-queja
  3. Fill out the complaint form with your personal information and the details of the business
  4. Describe the problem in detail — what you purchased, what went wrong, and what resolution you want
  5. Upload evidence — photos of defective products, screenshots of misleading ads, copies of receipts
  6. Submit the complaint — you will receive a confirmation number
  7. Wait for DIACO to contact the business — typically within 5-10 business days
  8. Attend the conciliation hearing — DIACO will notify you of the date, time, and location
  1. Call 1544 — free hotline, available Monday to Friday, 8:00 AM to 4:00 PM
  2. Describe your problem to the operator — have your receipt and evidence ready to reference
  3. Provide the business name and address so DIACO can locate them
  4. The operator registers your complaint and gives you a case number
  5. You may be asked to submit evidence by email or in person to support the complaint
  6. DIACO contacts the business and schedules a conciliation hearing
  7. Attend the conciliation hearing when notified

Note: The phone option is best for straightforward complaints. For complex cases with lots of documentation, the online or in-person options are better.

  1. Gather your evidence — bring the original receipt/factura, photos, contracts, and any correspondence
  2. Go to DIACO offices — main office at 8a Avenida 10-43, Zona 1, Guatemala City. Hours: Monday to Friday, 8:00 AM to 4:00 PM
  3. Present your DPI and explain your complaint at the reception desk
  4. A DIACO officer takes your declaration — they write up the formal complaint based on your account
  5. Submit your evidence — the officer will review and attach it to the file
  6. Receive your case number — keep this for follow-up
  7. DIACO contacts the business and schedules a conciliation hearing
  8. Return for the conciliation hearing on the scheduled date

DIACO departmental offices are also available in Quetzaltenango, Escuintla, Coban, Huehuetenango, and other departmental capitals. Call 1544 to find the nearest office.

The Conciliation Process

After you file, the next major step is the conciliation hearing. Here is what to expect:

  1. DIACO notifies the business — the business receives an official letter requiring them to attend a conciliation hearing
  2. Both parties attend the hearing at a DIACO office — you and a representative of the business
  3. A DIACO mediator facilitates — they explain each party’s position and try to find common ground
  4. Possible outcomes:
    • Agreement reached — the business agrees to a refund, exchange, repair, or other remedy. This is formalized in writing and is legally binding
    • No agreement — if the business refuses to cooperate, DIACO proceeds to the investigation phase
  5. If the business does not attend the hearing, DIACO can impose sanctions and continue the process in their absence
Details

Understanding DIACO’s powers and limitations will help you set realistic expectations:

DIACO CAN:

  • Receive and investigate consumer complaints
  • Summon businesses to conciliation hearings
  • Mediate between consumer and business
  • Impose administrative fines of Q5,000 to Q500,000 on businesses that violate consumer protection law
  • Order temporary business closures in extreme cases
  • Inspect businesses for compliance with consumer protection law
  • Require businesses to maintain a libro de quejas (complaint book)
  • Report businesses to SAT for tax irregularities discovered during investigations

DIACO CANNOT:

  • Force a business to give you a refund (they mediate, not mandate)
  • Award monetary damages beyond the purchase price
  • Handle criminal matters (fraud = Ministerio Publico)
  • Enforce agreements if the business simply ignores them (you would need civil court)
  • Override contract terms that were disclosed and agreed upon (even if unfair)
  • Handle disputes between individuals (only business-to-consumer)

In practice: DIACO’s strongest tool is the threat of fines and negative publicity. Most businesses cooperate at the conciliation stage because the alternative is expensive. If the business is a major chain or franchise, they are especially likely to settle.

Details

Here are real-world examples of complaints DIACO can help with:

Example 1: Defective electronics You buy a smartphone at a major store. After 2 weeks, the screen stops working. The store says your warranty is voided because you “dropped it” but you did not. DIACO can mediate to get a replacement or refund.

Example 2: Internet service not delivering promised speed You pay for 100 Mbps internet but consistently get only 20 Mbps. The ISP tells you it is “up to 100 Mbps.” DIACO can mediate for a service adjustment or contract modification.

Example 3: Hidden fees on a service contract A gym charges you a “membership maintenance fee” that was not in the original contract. DIACO can challenge the unauthorized charge.

Example 4: Restaurant price mismatch The menu lists a dish at Q85 but the bill charges Q120. Under the Ley de Proteccion al Consumidor, the displayed price must be honored.

Example 5: Non-delivery of purchased goods You order furniture from a store, pay in full, and the delivery date passes without delivery and no communication. DIACO can mediate for delivery or refund.

Example 6: Denied warranty Your refrigerator breaks within the warranty period. The manufacturer says the warranty does not cover the specific part. DIACO can review the warranty terms and mediate.

Details

Here is a realistic timeline for a DIACO complaint:

PhaseTimeline
Filing complaintDay 1
DIACO contacts business5-10 business days
Conciliation hearing scheduled2-3 weeks after filing
First conciliation hearing3-4 weeks after filing
Second hearing (if needed)2 weeks after first
Resolution (if conciliation succeeds)3-6 weeks total
Investigation + sanctions (if no agreement)1-3 months

Tips for faster resolution:

  • File online with complete documentation — incomplete complaints get delayed
  • Respond promptly to DIACO communications
  • Attend all scheduled hearings — if you miss a hearing, the case may be closed
  • Bring a calm, professional attitude to the conciliation — hostility makes mediation harder
  • If the business makes a reasonable offer, consider accepting — perfect resolution is rare

If DIACO does not resolve your complaint:

  • You can file a civil lawsuit in a juzgado de paz (small claims for amounts under Q30,000) or a juzgado civil
  • Contact the Procuraduria de los Derechos Humanos (PDH) if you believe your rights were violated
  • Leave detailed, factual reviews on Google Maps and social media — this often motivates businesses to cooperate
Details

One of the most underused consumer tools in Guatemala is the libro de quejas (complaint book). Under the Ley de Proteccion al Consumidor:

  • Every commercial establishment must have a libro de quejas available to customers

  • You have the right to request it — the business cannot refuse

  • Your complaint is automatically forwarded to DIACO — the business must report complaints registered in the book

  • How to use it:

    1. Ask the establishment: “Quiero el libro de quejas, por favor”
    2. Write your complaint clearly: date, what happened, what you want
    3. Include your name and phone number for follow-up
    4. Ask for a copy of your entry
    5. Take a photo of your entry as backup

  • If the business refuses to provide the book, this itself is a violation of the law. Note the date, time, and the name of the person who refused, and report it to DIACO at 1544. The fine for not maintaining a libro de quejas is Q5,000 to Q50,000.

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.
  • Know your consumer rights. Under Decreto 006-2003, you have the right to accurate information, safe products, fair pricing, and effective remedies. A business cannot force you to accept store credit if the product was defective — you have the right to request a refund.
  • Document everything from the start. From the moment you notice a problem, save receipts, take photos, screenshot ads, and save emails. The more evidence you have, the stronger your case.