Our own Libro de Reclamaciones (Peru's mandatory complaints book) on the web: every sheet numbered, an instant copy to the complainant's email and a backup every week. No added monthly cost.
Information reviewed on 19 October 2026. This is a case study, not legal advice (see the notice).
koshisoftware.pe/es/libro-de-reclamaciones
100Performance
100Accessibility
100Best practices
100SEO
Median of three production measurements of the form, on mobile and desktop, on 19/10/2026.
The challenge
Our website is where we start working with our clients, so we wanted our own online Libro de Reclamaciones instead of a PDF or a generic form. We set ourselves three conditions: follow the format and steps of the Reglamento del Libro de Reclamaciones [1][2], handle the data under Ley N.º 29733 and its regulation [3][4], and add no monthly costs.
The approach
The Anexo I sheet. The form asks for the data of the official complaint sheet format [5], in Spanish and English, and explains each error next to its field.
Sequential numbering. Each sheet gets its number when it is saved, for example Nº 000000001-2026. Anexo I asks for a «numeración correlativa impresa o que deberá aparecer por defecto» [5].
An instant copy. As soon as the sheet is sent, it can be printed or saved as a PDF, and a copy reaches the complainant's email with the date and time it was filed. Art. 4-B of the Reglamento says: «se debe permitir la impresión de la Hoja de Reclamación y enviarse automáticamente al correo electrónico indicado por el consumidor, dejándose constancia de la fecha y hora de presentación» [1].
The notice, on every page. The book icon with the words «Libro de Reclamaciones» sits in the footer of every page, the home page included, following the Anexo III format (art. 9) [1].
Personal data. Before sending, the form links to its own privacy policy (Ley N.º 29733, art. 18) [3]. We registered the «Quejas y reclamos» data bank in the Registro Nacional de Protección de Datos Personales, with code PJ-2026-5408 and its cross-border transfers declared [6][7], and approved a security document with a notarised certain date (regulation of Ley N.º 29733, art. 47) [4].
No puzzles. Cloudflare Turnstile filters automated submissions without asking you to solve images, and a per-IP submission limit curbs abuse.
Backup and retention. Every week a full copy of the database is saved to separate storage, with its SHA-256 checksum. We keep each sheet for two years, the minimum set by art. 12 of the Reglamento («como mínimo por el lapso de dos (02) años desde la fecha de presentación») [1], and then delete it.
The result
100 in performance, accessibility, best practices and SEO on the form, on mobile and desktop.
The Libro adds no monthly cost: it runs within the free plans of Cloudflare and Sweego.
The «Quejas y reclamos» data bank has been registered since 14 October 2026; under the regulation of Ley N.º 29733, that registration «es de aprobación automática» (art. 45.2) [4].
Three stumbles along the way
A header that pointed the wrong way. Cloudflare Pages turns the HTML's JavaScript preloads into a Link header. The browser resolves that header against the page URL rather than the site's base, so on nested pages it asked for a file that does not exist. The fix was one line: with subresource integrity the preload carries one more attribute, and Cloudflare no longer converts it.
The backup that ran on a Sunday. We scheduled the backup for Mondays with 0 6 * * 1, but in Cloudflare 1 is Sunday. Since our security document says «cada lunes», we changed the code, not the document.
Printing with the site menu. The first printed receipt came out with the site's header and footer, and the provider block split across two pages. Now only the sheet prints, on one page.
Interested in something like this for your business?Write to us
Sources
Rules cited, in the text in force as consulted on 19 October 2026. A draft amendment to the Reglamento del Libro de Reclamaciones, published with RM N.° 244-2026-PCM on 18 July 2026, was not yet in force on that date [8].
Presidencia del Consejo de Ministros. Decreto Supremo N.° 006-2014-PCM, «Decreto Supremo que modifica el Reglamento del Libro de Reclamaciones del Código de Protección y Defensa del Consumidor aprobado por Decreto Supremo Nº 011-2011-PCM». Diario Oficial El Peruano, 23 de enero de 2014. https://busquedas.elperuano.pe/dispositivo/NL/1041477-1. Consulted on 19 October 2026.
Presidencia del Consejo de Ministros. Decreto Supremo N.° 101-2022-PCM, «Decreto Supremo que modifica el Reglamento del Libro de Reclamaciones del Código de Protección y Defensa del Consumidor, aprobado por Decreto Supremo N° 011-2011-PCM». Diario Oficial El Peruano, 16 de agosto de 2022. https://busquedas.elperuano.pe/dispositivo/NL/2095978-1. Consulted on 19 October 2026.
Ministerio de Justicia y Derechos Humanos. Decreto Supremo N.° 016-2024-JUS, «Decreto Supremo que aprueba el Reglamento de la Ley N° 29733, Ley de Protección de Datos Personales». Diario Oficial El Peruano (separata), 30 de noviembre de 2024. https://busquedas.elperuano.pe/dispositivo/SE/2349653-1. Consulted on 19 October 2026.
Presidencia del Consejo de Ministros. Resolución Ministerial N.° 244-2026-PCM, «Disponen la publicación de proyecto de Decreto Supremo que modifica el Reglamento del Libro de Reclamaciones del Código de Protección y Defensa del Consumidor, aprobado por D.S. N° 011-2011-PCM, y su Exposición de Motivos». Diario Oficial El Peruano, 18 de julio de 2026. https://busquedas.elperuano.pe/dispositivo/NL/2536260-1. Consulted on 19 October 2026.
