The Chilean People 69Consumer Rights
As Chileans earn more money and increase consumption,
they are slowly starting to demand rights as consumers.
However, this is only a recent phenomenon. Most Chileans
readily admit that they should demand better service and
higher quality products, but then argue that they are just
too lazy to follow through. The government is helping to
change this attitude. A Consumer Rights Law was passed
and a government agency was established to investigate
complaints. Enforcement of the law is still weak and many
Chileans do not fully understand their rights. Newspapers
have also devoted a section to running stories of negligent
businesses. However, if you are used to being on the receiving
end of a ‘the customer is always right’ policy, you may be
aggravated by the lack of anything comparable in Chile. Our
advice is to be very sure of any purchase you make, because
chances are you will be unable to return it. Exchanges are
more common nowadays, but may require determination.
Personal Space
Every society has its own definition of personal space.
Americans keep a relatively substantial distance from
others. Chileans tend to have a much smaller personal
space. Do not be surprised to find the person behind you
in line breathing down your neck and inadvertently poking
you in the back. It is aggravating, but unfortunately there
is nothing you can do to widen that space. You’ll also
notice that while most Chileans respect lines, a number of
people will try to cut. They do so mainly because they can
get away with it. This behaviour is grudgingly accepted by
those in line, who may grumble but would never confront
the person outright.