We live in a country where our rights are violated at every step, we are deceived, cheated, robbed, fooled, presented with false information, poisoned with medicines, low-quality products, bad ecology. Sometimes it becomes so obvious that a person reaches an extreme degree of indignation and is ready to spend his nerves to restore justice. This is exactly what happens when spoiled food bought at the nearest supermarket spoils our mood and health. Where to go to complain in such cases - this question worries a lot of people.
There is an excellent practice in Western countries: complain to higher authorities about any violation that infringes on the rights of buyers or harms their health. And there really these complaints work. In Russia, they also like to complain, but only behind the scenes, in kitchens, in cabals. And if one, another, third, tenth, twenty-fifth complained, the supervisory authorities would begin to work in full force. But where do you go to complain?
The first thing that comes to mind- bring the damaged product back to the store along with the receipt and demand a replacement for a quality one or a refund. Yes, that would be an easy option. But even if the product is replaced with another one or the money is returned, this will not set a precedent, and unscrupulous sellers will deceive buyers again and again. Better to file a complaint.
As for spoiled food, fraud in stores, poor service, all this will be of interest to an organization called Rospotrebnadzor. Each city has a reception at the City Administration. You can come in person , write a statement in 2 copies. On one of the copies it is necessary to put a stamp on the acceptance of the application. You can also send an application by mail with notice of acceptance. You can even call by phone , but not the fact that telephone conversation it will work - we are used to trusting paper more than people.
With such a complaint you will create a precedent, a problem. The complaint must state the claim, attach evidence in the form of a receipt and a photograph of the spoiled food product.
If Rospotrebnadzor did not take any measures, did not respond to your application, or refused to accept it at all, you can complain about this organization to the prosecutor's office. Or you can complain to the head office of the Federal Service for Supervision of Consumer Rights Protection on the website rospotrebnadzor
all sorts of Consumer Protection Societies also at your service: they have experienced lawyers who will help you competently write a complaint or lawsuit.
But the best part is that you can also file a complaint against a store that sells low-quality products. over the internet . The same Rospotrebnadzor provides such an opportunity. Complaints can be sent to specialists through a special form. The letter must be in certain rules: your data, surname, name and patronymic, postal address with an index, all information about the store - address, name, product and all data from the receipt must be indicated.
Today, you can buy almost everything on the Internet - from pizza for dinner to latest gadgets. In Russia, as well as throughout the world, online stores are becoming more popular every year, however, along with this, the number of online scammers is also growing. How and where can you complain about an online store so that it brings the desired result, and the perpetrators are punished? Read about it in our new article.
In what cases can I complain about an online store?
As a buyer in a Russian or foreign online store, you can face a lot of trouble. Here we will look at the main problems that can arise when making online purchases:
- you paid for the goods (or made an advance payment), but the order was not sent to you;
- you were sent not what you ordered (for example, another model);
- sent to you poor quality product(defective, expired, etc.);
- the seller did not send the entire ordered set;
- you have been denied an exchange within 14 days of purchase.
If, in this case, there was no reaction (and it will actually be so), you need to send your complaint to the Compulsory Medical Insurance Fund (FOMS). After all, it is they who finance our medicine, and their doctors listen carefully, because. "Whoever pays the money orders the music." Well, in extreme cases, the last resort is the Federal Service for Surveillance in Healthcare and social development. Everyone is afraid of them. One mention of this "institution" by the name of Roszdravnadzor can decide a lot. You can file a complaint on the official website - http://www.roszdravnadzor.ru or in regional offices Federal Service. … to the insurance company Complain about Insurance companies possible and necessary in Federal Service insurance supervision.
How to file a complaint against a store with the CPS?
Attention
Another case - you are an entrepreneur. You need to get permission to operate the building from the fire department. But in order to obtain such a permit, you are required to pay a bribe. What to do in these cases? Recently, Russian Prime Minister Vladimir Putin, speaking at the Small Business Forum, instructed the prosecutor's office to check all regulatory and inspection bodies for corruption.
Important
And employees of the prosecutor's office, like bloodhounds, began to look for cases of corruption. Therefore, if you come to the prosecutor's office with a request to check the local branch of Rospotrebnadzor or the Fire Supervision for corruption, you will be accepted as a native. Based on your complaint, they will immediately start working. You can also make a request on the special “Law Enforcement Portal Russian Federation» - http://www.112.ru - here you will receive a complaint from employees General Prosecutor's Office RF.
Where to complain when buying a delay in the store
There is a practice all over the world - if someone deceived you or gave you bad service, you must definitely complain to higher authorities. That is why in Western countries there is practically no such lawlessness in shops, on the roads, there are no greedy policemen, etc. Any service organization or official knows that if something happens, they will certainly complain about it where necessary and all kinds of checks are provided.
We in Russia also like to complain. But only not on business and where necessary, but to each other in conversations, pouring mud on a negligent official from the fire department or a seller in a store who slipped spoiled yogurt. Meanwhile, the offender, meanwhile, continues to fool and deceive citizens, because he is practically sure that no one "will complain because of a hundred rubles." And it should. One will complain, the other, the third and the supervisory authorities will take action.
Where to complain about the store if the employees are insolent
Despite the fact that expired goods should not lie on store shelves, in practice, no one is immune from this. In supermarkets, products with an expiring shelf life, as a rule, are put in a prominent place, and then they may not be removed in time. About what to do to the residents of the Moscow region, who, through inattention, nevertheless bought a product that can no longer be consumed, read on the portal "In the Moscow Region".
The reason for more than 30% of diseases in Russia is the quality of food Learn the law First of all, do not be afraid to return the goods to the store. V this case, on your side the law "On Protection of Consumer Rights". According to the law, the consumer has the right, in case of defects in the product, to demand the replacement of the product of the same brand or a refund.
Where can I complain about a store? procedure
The arrangement of such price tags in stores is carried out by cunning sales assistants and consultants working on the trading floor on the display of goods. In such a situation, it is necessary to act clearly and quickly. Take out your phone and take a picture of the product along with the price tag, if the price on the price tag is really lower than the market price and the product is right for you, feel free to take as much as you need, pay at the indicated price.
At the checkout, it will be enough to show a photo on the phone and threaten with a complaint to Rospotrebnadzor and tax office. In the event that the seller-cashier does not want to comply with your legal requirement to release the goods at the specified price, but instead starts arguing with you or runs to set the correct price tag and says that they just made a mistake, feel free to take a complaint book (usually on a wall stand at the exit of the store) and make a record. Describe in the complaint the current situation and the seller's reaction to your request.
Expired and poor quality food
Law "On Protection of Consumer Rights"); if you claim damages, you must attach documents confirming the amount of damages caused to the claim (check, and if you were poisoned by an expired product, a certificate from a doctor and a check for medicines); - indicate which documents are attached to the claim (a copy of a sales or cash receipt, etc.). - the claim can also mention the intention to apply to Rospotrebnadzor or to the court to protect their rights if the seller refuses to voluntarily satisfy the claim. - Full name, signature of the applicant and date. Sanctions removed expensive products from Russian stores - Rospotrebnadzor The claim must be prepared in duplicate. The claim can be handed over personally, having arrived at the store. One copy must be given to the seller, administrator or other authorized person(accept the claim personally by the head legal entity is not obliged to).
What to do if you are sold expired products
When purchasing a product, the buyer does not always pay attention to its expiration date, and later discovers that the product is unsuitable for use. In addition, it happens that the expiration date has not expired, and the product is damaged. In such situations, you need to remember that the sale of substandard products is prohibited by law, and also know where to complain about the store. First of all, the buyer who has purchased an expired product must contact the administrator or owner of the store and, upon presentation sales receipt demand an exchange of damaged goods or return cash. If the store refuses to return the money or exchange the goods, an application should be submitted in 2 copies (the first remains with the employee of the state institution, the 2nd is stamped with acceptance) to Rospotrebnadzor, whose authority includes checking outlets engaged in trading activities.
I have a right!
For employees of the patrol service - to the head of the internal affairs department, on whose territory the patrol service is located. On the decisions of interrogating officers and investigators (refusal to initiate a criminal case, termination of a criminal case, arrest and bringing in as an accused), a complaint in the form of an application is written to the prosecutor's office, on the territory of which the inquirer or investigator works. But in addition to the above, you can also complain to “The most important bodies: - Department of Internal Security of the Central Internal Affairs Directorate of the city; - Department of Internal Security of the Ministry of Internal Affairs of the Russian Federation (if they did not help in the CSS of the Central Internal Affairs Directorate of your city); - Federal Security Service (if they did not help the CSS of the Central Internal Affairs Directorate and the Ministry of Internal Affairs ) First you need to try to solve the problem on lowest level(through the heads of the Department of Internal Affairs) and if this does not help, then only after that complain to the Department of Internal Security.
Where to complain about expired products in the store
Where to complain about the store: Federal Service for Supervision of Consumer Rights Protection and Human Welfare
- Central reception of Rospotrebnadzor: B. Zlatoustinsky per., 7, 2nd floor, room. 7 (for legal issues and consumer protection) Grafsky per., 4/9 (for sanitary and epidemiological issues) Tel.: (495) 621–25–74, 621–70–76
- Reception of Rospotrebnadzor in the Northern District: st. Admiral Makarov, 10 Tel.: (495) 452-38-18
- Reception of Rospotrebnadzor in the North-Eastern District: st.
Bochkova, 5 Tel.: (495) 615–96–51
- Reception of Rospotrebnadzor in the North-Western District: st. Academician Kurchatova, 17Tel.: (499) 190-48-15
- Reception of Rospotrebnadzor in the Eastern District: st.
You can also write a letter to Rospotrebnadzor with a complaint about the store on the official website of the supervisory authority. By the way, it is worth taking a picture of the damaged goods and attaching these photos to the letter. In addition, on " hotline» Rospotrebnadzor will tell you what to do in specific situation, for example, if the consumer is not satisfied with the quality of the purchased product or the service provided.
Info
Hotline phone: 8-800-100-0004 is open every weekday from 10.00 to 17.00 (break from 12.00 to 12.45). The call is free from any locality Russia. Sausages without meat - money down the drain: the problem of bad products in Moscow How to correctly file a claim Complaints about the quality of the purchased product, which has expired, can be submitted to the store in writing.
When buying a product, the consumer does not always immediately pay attention to the quality and suitability for use. It is also often possible to find an expired expiration date. Such situations require citizens to be attentive, because. Consuming expired food can be detrimental to your health. Stores that do not comply with sanitary and consumer standards should be punished. In view of this, it is necessary to know where and how to complain.
This article will fully cover the question - how to write a complaint about the store on the fact of expired food, noise and other topical issues.
The portal provides consultations of lawyers who, free of charge, will help to draw up applications, tell you how to properly file a complaint, etc.
Every consumer should have the knowledge of where to go with complaints in case of violation of his rights. After all, non-compliance with the law "On the Protection of Consumer Rights" can come from both a store and a financial institution, a beauty salon, etc.
The responsibilities of Rospotrbenadzor include many functions, for example:
- Sanitary compliance control and established norms in all public companies: schools, cafeterias, grocery stores, office rooms and other.
- Quality control of prepared food products, incl. radiation and exposure levels.
- Epidemiological control of the situation both within the Russian Federation and verification of foreign nationals staying on the territory of our country. Vaccination, information notification, etc.
- Buyer protection.
- Protection in the provision of services.
- Protection against fraud with promotions and lotteries.
- Control financial institutions at additional services lending.
- Control over reservoir formations.
- Licensing.
- Other responsibilities.
If you have any doubts about whether the situation is suitable for contacting Rospotrebnadzor, you can consult with the competent lawyers of our portal. We remind you that consultations are free of charge and are held 24 hours a day.
Questions for contacting the supervisory authority
The list of reasons for contacting Rospotrbenadzor is presented in official document by this organization, where all functionality is described. In case of violation of the rights of the buyer, if the store makes noise that interferes with a good rest, or the seller has not complied with the requirements for replacing the goods, you can safely contact Rospotrbenadzor.
This organization has a full range of capabilities to get the store to eliminate the noise and fulfill the legitimate requirements of the client. The poor quality of services and food is the main reason for writing a complaint against stores.
The second main reason is various violations in the housing sector. These, as a rule, include illegal increase in tariffs, poor-quality provision of services, violation of sanitation standards and other aspects. For example, if in apartment building there were cockroaches, and Management Company does not take measures to combat, then you can file a claim against the Criminal Code with Rospotrbenadzor.
Complaint procedure
The first step when buying a low-quality product, you should file a verbal complaint with the store administration. Purchase confirmation is cash receipt. The buyer has the right to demand an exchange for a quality product or a refund.
Upon receipt of a refusal to the above requirement, it is recommended to draw up a complaint (2 copies) and submit it to Rospotrbenadzor. The first copy with the date of acceptance and the signature of the employee remains with the client, the second with the organization. Branches of the institution are located in every city and most towns. This organization authorized to carry out various inspections.
You can also complain about the store through the Russian Post, by calling the hotline phone number or through the website. How and where to access via the Internet will be described in the following sections.
Registration of the appeal takes place within 3 working days from the date of its submission. Complaints must be dealt with within the framework of calendar month. In case of refusal to accept the appeal, you can complain to the prosecutor's office or to the Federal Supervision Service.
Often there are situations associated with the underweight of food or breaking through the price that does not correspond to the price tag. These situations also require contacting the supervisory authority with a complaint about the store. These organizations include the Office for Combating Economic Crimes. The claim is submitted at the location of the consumer.
On the portal you can download a sample of the following documents for free:
Submitting a complaint via the Internet
Where and how to apply if it is not possible to visit Rospotrebnadzor in person? With the development of IT technologies, citizens can apply to the regulatory authority using the Internet with a complaint about the store. To do this, follow the instructions:
- visit the official website - rospotrebnadzor (dot) ru;
- select the appropriate section;
- attach the completed application;
- enter information in the appropriate fields;
- leave your contact details.
Do not forget about the territorial location of the store, because. in the absence of these data, consideration of the appeal will be long. You should also clearly follow the instructions on the site so that the application is accepted for consideration.
On the official portal of the organization you will find full information about the area of activity of the body, how and where a complaint is filed, online application forms, regulations and much more.
By the way, on that site you can also find the contact details of all state receptions for your question. In addition, you can find territorial offices that can be contacted via the Internet. Regardless of the application form, the answer will be sent in a convenient way for you.
Important information for the consumer
As mentioned above, the supervisory authority can be contacted in case of violation of all consumer rights - whether it is a low-quality product or service, violation of food storage standards, running cockroaches and other situations.
If the following violations are found, each consumer has the right to contact Rospotrebnadzor:
- the provision of low-quality services or the sale of such goods;
- on safety issues for human health and the environment;
- obviously fake information about the product or service;
- in case of any violation of the client's rights provided for by the current legislation of the Russian Federation.
Remember that only conscious attitude to your health and safety environmental situation, will allow controlling organizations to bring violators to justice. Otherwise, their activities may go unpunished.
Reasons for refusal to consider the complaint
The main reason for refusing to consider a claim is the lack of competence of the organization in this matter. In this case, the application should be redirected to another department. This will be indicated in the response letter to the appeal. A response should be expected no later than seven days after the registration of the complaint.
Also, if contact details were not indicated in the appeal:
- number and series of the passport;
- mailing address almost;
- registration address.
That application will also not be considered and, accordingly, there is no need to wait for a response.
Another factor in the refusal is a lawsuit with Rospotrebnadzor on another issue. In the presence of threats, blackmail, scolding, insults and disrespectful treatment, the answer will not be given. A denial of a complaint will be issued if its text cannot be read or a return postal address cannot be established.
In the event that the rules allow you to give an answer and the return address is readable, then even if there is a refusal, the consumer will receive an appropriate notification, which will describe the reasons for the impossibility of considering the application.
You should contact Rospotrebnadzor as soon as possible upon the fact of a violation. A complaint against the store is registered within three days. The answer comes within a calendar month. Experts in the field of consumer protection advise visiting the regulatory body in person and filing a complaint under the guidance of a representative of the organization.
Want to complain about the store because of the noise? Brief instruction
In today's realities of life, it is difficult to surprise a person if the store is located on the first and semi-basement floors of an apartment building. Often, on the basis of this, conflict situations, the main cause of which is noise: industrial air conditioners, unloading-loading in the silence of the night, the operation of refrigeration units, etc.
What to do in such a situation and where to go? The main destination is the same Rospotrebnadzor. The action plan is the same:
- We form applications addressed to the chief manager in the territorial department.
- We describe the problem.
- We attach the evidence base (photos, video report).
- Indicate the request for the appointment of noise measurements (required for further litigation).
It is very important, in addition to the application, to provide an evidence base, which will be weighty when applying to the courts. For example, these may be similar noise complaints from neighbors (class action lawsuit). It is also possible to carry out a pre-trial measurement.
Important information!!! V effects of noise and vibration waves on the central nervous system and vegetative system fixed from 40 to 70 dB. Studies in this area have shown that when exposed to noise, human performance decreases by 10%, the level of perception of diseases increases by 15%, and the causes of insomnia were recorded in 45/100 cases.
You can download the Noise Complaint Form on the portal for free:
After the appeal is filed with Rospotrebnadzor, its employees appoint a day to measure the noise that comes from the specified facility. This procedure carried out after coordination of actions with the prosecutor's office. During the measurement, the defendant's party or its official representative must be present.
If the measurement shows that the norms and rules for the maintenance of this equipment are exceeded, an order will be issued to eliminate it. Thus, the defendant is obliged to eliminate the noise source within the specified period.
Practice shows that often these instructions are ignored by the defendant. In this case, you should write another application. But if this statement remains unanswered and the violations are not eliminated, you can safely go to court for the removal of equipment and compensation for moral and physical damage.
The complexity of the situation may be due to the lack of a response from the regulatory authority or measurements taken on the wrong day, which was indicated in the response. It must be remembered that the inaction of this institution can be appealed by sending a letter addressed to the head of the territorial division or to the court.
Proceedings through the court
Quite often litigation over noise comes to court. Direct statement of claim on the fact of a violation by the store of the conditions of SanPiN and the reasons for which harm is done to health.
This document must be accompanied by:
- letters sent to Rospotrebnadzor;
- conducted noise measurements;
- photos and video report of the object;
- apply to independent expert organizations, and attach the results to the claim.
It is rather difficult to prove the harmful effects of noise on the human body, both physical and moral, in court. To do this, apply medical examination, to involve the doctors who carried out the diagnosis, and also to collect the testimony of the neighbors in writing.
As a rule, the result of a lawsuit is an offer by the defendant of a settlement, in which guarantees will be given to eliminate the causes of noise. Otherwise, the defendant will be held liable according to administrative code and impose penalties.
