COMPANY IDENTIFICATION

Loja do Ouro is a brand of the company Pérola do Tempo, Sa , with NIPC: 509264140, located at Rua Luís de Camões, Urb. Jardim do Sobreiro, 43A - 2400-016 Leiria, has joined the Electronic Complaints Book without prejudice to the traditional paper format.

ELECTRONIC COMPLAINTS BOOK PLATFORM

To access the Complaints Book click here: https://www.livroreclamacoes.pt/inicio

REGULATORY/SUPERVISORY ENTITY

ASAE (Food and Economic Safety Authority)

FAQ'S COMPLAINT PROCESS - HOW SHOULD I PROCEED?

1. What steps should you follow to submit a complaint?

Firstly , the consumer or user must ensure that they have all the information and documentation necessary to complete the complaint.

With all the elements in hand, the consumer must:

1. Click on the “Make a Complaint” icon – you will then be asked for your email address;

2. Enter your email address and “Send” - you will receive a message in your mailbox with a link to proceed with your complaint.

3. Access the Platform message that you will have received in your email and load the link within 60 minutes, after which it will lose its validity and you will need to repeat the process indicated above.

4. After loading this link, the consumer can proceed with the complaint as follows:

- Enter your personal data;

- Fill in the details of the company being complained about - to do this, you must perform a smart search that includes fields such as the operator's name, address, telephone number, and CNPJ (Brazilian Corporate Taxpayer Registry). Next, the consumer must select the "sector of activity" to which the complaint relates;

- Fill in the complaint fields with a description of the subject and facts, and attach up to 3 files.

- Finally, the consumer must confirm that all data is correct and “send”.

After completing these 4 steps, the consumer will receive proof of their complaint at their email address, which they can print.

2. To whom is the complaint forwarded?

When a complaint is submitted through the Platform, it is automatically sent to the service provider/goods supplier and simultaneously to the industry regulatory body. The consumer will also receive a PDF copy of the complaint via email .

3. Who can access information about the complaint?

The consumer/user who made the complaint, as well as the service provider/supplier of goods complained about and the regulatory body can access information about the complaint.

4. Is the supplier of goods/service provider obliged to respond to the consumer?

Yes, within 15 business days.

5. How does the consumer receive the response from the goods supplier/service provider to their complaint?

The consumer receives a response to his complaint via the email address he provided when filing his complaint.

6. How can the consumer monitor the processing of the complaint filed?

To monitor the processing of your complaint, the consumer/user has two options.

• By email. To do this, you must enter the email address where you will receive a list of complaints filed with this same address. Each complaint will have an associated link that, when accessed, will direct you to the query page, where the complaint details and respective status will be displayed.
• By entering the Complaint Number and Identification Number , the search is carried out both in the RTIC database and in the Electronic Complaints Book database.

You can contact the regulator of the sector complained about directly or check the progress of your complaint through the RTIC – Common Information Telematic Network.

To check the status of your complaint, simply access the RTIC website by clicking on the “01 Consumers and Economic Operators” option and entering your details, namely complaint number and personal identification number.