The Complaint Book Authorization, Replacement or Update at the Consumer Service Directorate (DIACO) of the Ministry of Economy (MINECO) is a mandatory procedure for every provider of goods and services in Guatemala. The Complaint Book is the official record where consumers leave evidence of grievances, claims and reports, and where the provider responds formally. Without an authorized book, the business violates the Consumer Protection Law.

Quick summary: Procedure at DIACO/MINECO. Cost: Q50-Q150 by type. Time: 5-10 business days. Mandatory for any business serving end consumers. Penalty for non-compliance: Q500-Q150,000.

Information verified May 2026 based on the Consumer Protection Law (Decreto 6-2003) and Regulation (AG 777-2003).

What is the DIACO Complaint Book

It’s a foliated, DIACO-authorized book where:

  • The consumer records their complaint, contact info, problem description and signature
  • The provider responds in writing within 5 business days
  • DIACO automatically receives a copy for mediation or sanction

The book is the first instance of consumer protection before escalating to a formal DIACO complaint or court action. Official authorization ensures pages cannot be torn out or tampered with.

Procedure Types

ProcedureWhen it appliesApprox. cost
AuthorizationNew business or new branchQ50-Q100
ReplacementExhausted, lost, stolen or damagedQ75-Q150
UpdateChange of corporate name, address, NITQ50-Q100

Who is Required

Every provider of goods or services to end consumers, whether individual or legal entity:

  • Stores, supermarkets, markets, grocers
  • Restaurants, cafes, lunchrooms
  • Hotels, hostels, inns
  • Gas stations and automotive service centers
  • Repair shops, hardware stores, distributors
  • Private schools, academies, private universities
  • Clinics and professional services (lawyers, doctors, accountants)
  • Non-bank financial services (microfinance)
  • E-commerce and digital platforms (digital book)

Does not apply to State entities, public institutions, and SIB-regulated banking services.

Authorization Requirements

  1. Application addressed to the DIACO Director (free format or office form)
  2. Valid DPI of legal representative or owner
  3. Current commercial license for the establishment
  4. Current NIT certificate — verify with CUI/NIT lookup
  5. Corporate license (if a legal entity)
  6. Unfoliated physical book (purchased at any stationery store) — typically 200-500 sheets
  7. Bank payment receipt for the DIACO fee (deposit at authorized bank)
  8. Exact address of the establishment where it will be displayed

For replacement, additionally:

  • Previous book complete or damaged (if existing)
  • Police report (if stolen or lost)
  • Sworn statement of the circumstances

Step-by-Step Process

Step 1 — Buy the physical book

Purchase at any stationery store. Hardcover, blank numerable pages, minimum 100 pages. Some stores sell pre-formatted “Libro de Quejas” models.

Step 2 — Pay the fee

Make the deposit at Banrural or another authorized bank into the MINECO/DIACO account. Keep the receipt.

Step 3 — Assemble the file

Gather all requirements. If you have multiple establishments, file one book per branch.

Step 4 — Submit at DIACO office

Visit DIACO headquarters (Diagonal 6, 10-65 zona 10, Guatemala City) or the departmental delegation. You can also start online via the DIACO portal.

Step 5 — Foliation and authorization

DIACO folios the book page by page, applies official seal and issues an authorization resolution. Time: 5-10 business days.

Step 6 — Display the book

Place the authorized book in a visible, accessible location for consumers, alongside a sign reading “Libro de Quejas autorizado por DIACO disponible”. The sign is mandatory and must be in clearly readable font.

Cost and Time

ItemAmount
DIACO authorization feeQ50-Q100
DIACO replacement feeQ75-Q150
DIACO update feeQ50-Q100
Physical book purchaseQ50-Q200
Mandatory display signQ15-Q50
Total time5-10 business days

How to Apply: Book Management

Once authorized, you must:

  • Display permanently in a visible location
  • Hand over immediately when a consumer requests it
  • Allow the consumer to write without interference
  • Respond in writing within 5 business days
  • Send a copy of the complaint and response to DIACO
  • Not tear out or alter pages (cause for serious sanction)
  • Replace when exhausted or damaged

How to Respond to Complaints

Complaint typeResponse deadlineSuggested action
Defective product5 business daysReplacement, refund or repair
Poorly delivered service5 business daysCompensation or service redelivery
Improper charge5 business daysDocumented refund
Misleading advertising5 business daysClarification + public correction
Discriminatory treatment3 business daysFormal apology + staff training

Your response must be in writing, detailed and signed by the legal representative or manager. An evasive response is treated as a non-response.

Penalties for Non-Compliance

InfractionFine
No authorized bookQ500-Q50,000
Not displayed or hiddenQ1,000-Q15,000
Failure to respondQ500-Q10,000 per complaint
Tearing pages or alteringQ5,000-Q50,000
Repeat or large businessQ150,000 maximum

DIACO imposes fines after a hearing. Fines may be combined with temporary closure orders if the infraction is serious.

E-commerce (Digital Book)

If you sell online or via social media:

  • DIACO authorizes digital versions of the Complaint Book
  • Must be visible on the website or app, with a “Libro de Quejas” or “Complaints” button
  • The system must guarantee immutability (digital signatures, blockchain or equivalent)
  • Complaints are received by email or web form
  • The same 5-business-day response deadline applies
  • Large platforms (delivery, marketplaces) require a complaint dashboard with monthly reporting

The Complaint Book isn’t just legal compliance — it’s management intelligence. Businesses that analyze their complaints improve products, retain customers and reduce acquisition cost. Treat it as a tool, not a chore.