Reclamos.cl

Posted on May 15, 2007 by Rafael Bravo

* Visitors to the website, spontaneously give information about their experiences to other people. Reclamos.cl saves the comments that have relevant information to further connect them with similar complaints.
* The affected consumers tend to group and coordinate between them to carry out collective civil or judicial actions.
* Many organizations can have access to emblematic cases representing them and making strong impact.
* The media counts with a space that helps them to establish contact with people and relevant cases.

One of our priorities is to generate the necessary technological developments so the community can be self-sufficient and the participation of other people is not necessary.

About You

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Location

Project Street Address

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Project Postal/Zip Code

Project Country

n/a

Your idea

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Foco de actividad (por favor elija una)

Participación Comunitaria

Año en que se inició la iniciativa (yyyy)

2006

Posicione su iniciativa en el mosaico de soluciones

Cuál de estas barrares su iniciativa busca superar? (por favor elija una)

Pocos vehículos para la participación colectiva

Cuál de estos principios es el foco central de su trabajo? (por favor elija una)

Crear sistemas colaboradores

Si cree que alguna barrera o principio debieran ser incluidos en este mosaico, descríbalos y explique como afectarían el posicionamiento de su iniciativa en el mosaico

Name Your Project

Reclamos.cl

Describe Your Idea

Reclamos.cl it is an intermediary for unsatisfied clients. It wants to be a representative and coordinate voice to position the consumer as a determinant actor in the market.
We count with a web application that makes easier the submission of the citizens’ complaints before public and private organizations when illegal or unfair situations appear.
Complaints are ordered by organization which helps to create a historic record. These complaints are automatically part of a weekly report addressed to the media and government actors. Then, the reports are available to the community so many social interactions can be carried out:
* Visitors to the website, spontaneously give information about their experiences to other people. Reclamos.cl saves the comments that have relevant information to further connect them with similar complaints.
* The affected consumers tend to group and coordinate between them to carry out collective civil or judicial actions.
* Many organizations can have access to emblematic cases representing them and making strong impact.
* The media counts with a space that helps them to establish contact with people and relevant cases.
One of our priorities is to generate the necessary technological developments so the community can be self-sufficient and the participation of other people is not necessary.

Innovation

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Descripción de la Iniciativa

One of our priorities is to generate the necessary technological developments so the community can be self-sufficient and the participation of other people is not necessary.

Innovación

1) Watch undefended citizens’ needs when they are interacting with big organizations; 2) Create a public register; 3) Make easier the collaboration and association.

We organize the complaints by organization and help the citizens to get access in a more clear, specific and transparent way.
We believe it is innovative to incorporate other social actors. The role of the media is very important because they communicate relevant cases and they promote Reclamos.cl.
The benefit for adding other organizations is shared because it increases the social value of our participation.

Modelo de Entrega

People learn spontaneously about our organization. People have published their cases and since the first day the website was active.
There are two things that increase the presence of Reclamos.cl among the community.

* Our interaction with the media has increased the references and visits to the website.

* The technical characteristics of the system guarantee a good positioning in the Internet searching engines. 60% of the visits come from Google searches.

The activity of our website constantly grows and every 4 months it is duplicated. The quality and quantity of complaints have increased as well the interest of other organizations to establish alliances with us.

Asociaciones clave para la operación

Reclamos.cl has formal alliances with an important sector of the national media. Television Nacional de Chile, the national TV channel with the highest ratings, uses our cases for important TV shows such as the central news one. Channel 13 also goes deep into some of our cases at its news show. Many other shows also make reference to us which helps to increase the presence of the website.
As organization, we are in a process of identification of potential alliances with organizations related to the consumption issue, technology, transparency and citizen participation. This exploration makes raise the concern for the creation of an organization for consumers which will be formalized in the coming weeks together with other referents in this area. The goal of this organization will be to take advantage of our platform and to develop other projects concerning consumption issues.
Modelo Financiero: Our service is designed to have no cost for the actors of the community. No citizen or organization is deprived of our services for economic reasons.

Impact

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Modelo Financiero

Our service is designed to have no cost for the actors of the community. No citizen or organization is deprived of our services for economic reasons.

Qué porcentaje de los costos operativos corresponde a los ingresos generados? (ej: productos, servicios y otros)

Cómo se financia la iniciativa? Se sostiene a su misma, genera ganancias? Cuánto contribuyen a los gastos del programas los bene

The activity of Reclamos.cl was designed taking into account three basic principles: low operative costs, high technology and automatization of processes. This has helped us to sustain the initiative with the support of the professional activity of the founder in the private sector.
In the medium-term we aspire to sustain the activity by tender funds from national and international organizations that consider the development of our initiative important. At the same time, we intend to participate in many projects about consumption issues and citizen coordination.

Efectividad

The project has had a high impact at a national level. The website has more than 5,200 individual complaints and 10,000 comments from citizens. The site registers every month 240,000 viewed pages and more than 50,000 visits only (Source: Urchin). The initiative has had an important role at these cases:

VTR: VTR is the greatest cable TV provider with 800,000 subscribers. When the company canceled the channel TyCSports the community placed their complaints at Reclamos.cl. After 5 days the company restored the airing of the channel. The press talked about the action of our website and a press release of TyCSports thanked our participation as a relevant actor.

Masterclub: Tourism Agency related to many irregularities. Reclamos.cl had an important participation in the meeting of the consumers, which generated a collective lawsuit. The case was covered by the press and Reclamos.cl was pointed out as a community referent.

Many cases are known because of the media, others are represented by specific associations and many others are solved through the suggestions and coordination of the community. People move spontaneously to different issues.

Que elemento del programa da evidencia de ser el mas efectivo?

To make public the multiple personal experiences is the essential dynamic of the organization. To publish and to organize these experiences allows the community to show its needs and urgency attracting other social actors. The publication of newsletters is another key that explains our incidence. It is important for the community the impact and presence of its cases before other actors.

¿Número de clientes el año pasado?

During our 9 months of life we counted with: - - 310,000 visits to the website
- 1,200,000 visited complaints (This includes clients that published complaints or added comments to different complaints).
- 4,200 people have published a compliant.
- 7,400 people have published comments or suggestions.
- 5 collective cases covered by the press with high impact.
- 40 individual cases have been gone deeper by the press.
- 2 civil associations have used our website for their cases

We have contributed to the press in TV channels and the most important newspapers of the country: El Mercurio, Las Últimas Noticias, La Tercera and La Nación.

Cuál es la potencial demanda de su proyecto?

In terms of communications, we do not count with enough resources to promote our initiative. Most of the achievements are exclusively known internally and they are not known by the community. The users publish their complaints only to be part of the register and they do not know the impact that has generated the contact with other organizations. If we let people know our services, it will encourage users for their participation and it will generate trust in our organization.
The formalization and techinification of the interaction with organizations will encourage media and other organizations to be part of our activity as users of the platform.

Crecimiento de la estrategia

Our priority is to finance the pending investments through resources that help us to develop our system, our organization and an active and congruent communication campaign. We aspire to be a transparent and representative citizen mean in consumption issues. We will be providers of relevant cases for the third sector, media, law firms and consumers associations. We will provide access to important information to the consumer and we will generate researching. We will be synthesis and reflection of the community’s voice obtaining commitment and citizen participation.

Estado de la Iniciativa (por favor elija una)

Plan de expansión

Our challenge today is to get access to funds that help us to sustain the activity and to carry out the necessary developments to guarantee a better service quality and permanence in time. Those developments are related to communication and technological aspects.

In communication terms, it will be necessary to design and set up a solid, congruent and active campaign. That campaign will characterize and transmit our role, positioning us as referents in consumption issues, citizen participation and representativeness.

In technological terms, our web platform will have constant developments to structure and to fortify the many communicational dynamics between the actors and our community: users, press, organizations.

We know the impact that has a structured communication generating commitment and efficiency. We will include multimedia technology that allow the presentation of cases with audio and video. We will better the organization of the complaints to make easier de identification of patterns and common cases.

Origen de la Iniciativa

At the beginning of 2006, after a series of catastrophic events happened to a close family of mine, came up the idea. I was badly surprised by the lack of a mourning space which generated the interaction with insurance companies, hospitals and services’ companies. The death of a loved one lost importance between the proceedings we had to attend to make institutions fulfill their obligations in a responsible way. In that time, we felt undefended and there was not a public registry where we could let people know our experience. It was that vulnerability feeling and lack of citizen cohesion that made me implement my technical knowledge to create the actual platform that serves the community in those scenarios.

This Entry is about (Issues)