Desenvolvimento de um sistema de gestão de denúncias contra infractores dos direitos do consumidor: INAE – Inspecção Nacional das Actividades Económicas

Abstract

Over time, consumer relations have gained more and more relevance, driven by the ease with which consumers can now acquire products or services. Consumption has increased at a fast pace, sometimes even in an exaggerated manner, which has led to the emergence of problems in these consumer relations. Based on this principle, the objective of this work was to propose an information system for managing and addressing consumer rights complaints in Mozambique. To achieve the general purpose of the study, a literature search was conducted to understand the techniques and models adopted to deal with consumers, service providers and complaints that may arise from the relationship between them. A field study was also conducted to observe the impact of the lack of an efficient mechanism for handling complaints, using data collection techniques such as interviews. Finally, as a result of the research, a model was developed based on a computer system for handling complaints.