In focus
On 19 August 2025, the Provision issued by the Undersecretariat was published in the official gazette, modifying the operation of SNAC and establishing new guidelines for handling consumer disputes.
The Provision establishes electronic arbitration as the primary modality, reserving in-person proceedings for exceptional cases. Artificial intelligence is incorporated as a tool for dispute management, aiming to optimize resolution times and case analysis. Additionally, specific processes are created for vulnerable consumers and claims related to tourism activities. Procedures are also differentiated based on the type of arbitration: amicable settlement or legal arbitration.
The arbitration procedure will be conducted mainly in digital format, including electronic hearings, online notifications and shortened deadlines. The rulings issued will be binding and have the effect of res judicata, with the possibility of enforcement before judicial courts. The Provision also includes mechanisms for challenging and recusing arbitrators, as well as the nullity appeal as a means of reviewing rulings. In cases where the claimant fails to appear, automatic resolution of the process is enabled.
The Provision is part of an institutional reorganization process that includes the dissolution of COPREC (Conciliation Service for Consumer Relations). It is complemented by the creation of the “Single Federal Window” as the formal channel for receiving complaints nationwide (Provision 890/2025) and the expansion of the role of the client ombudsman, granting binding effect to opinions accepted by the consumer and validating electronic means in the process (Provision 893/2025). All of these constitute a new regulatory framework for managing consumer claims in Argentina.
*****
Click here to read the Spanish version.
