An example of contacting Rospotrebnadzor. How to write a complaint to Rospotrebnadzor in various situations: a sample

One of the methods to control the proper quality of goods and services rendered is to contact Rospotrebnadzor, the main mission of which is. These competent authorities can have a real impact on stores, banks, management companies and other structures.

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Historically, people in Russia do not like to waste time and nerves defending their rights, and more often than not they do not know how to do it at all. However, the modern economy requires efforts on the part of consumers, including the timely filing of complaints with the relevant authorities.

What is Rospotrebnadzor?

List of functions and powers vested in Rospotrebnadzor is wide enough. The most important from the point of view of consumers are the following:

control over compliance with sanitary legislation,
compliance with the rules of sale certain types of products (for example, alcohol and cigarettes),
control over the quality of drinking and hot water and etc.

But, the main task of the service is to protect consumer rights in market conditions, and in this case the market is very wide circle services rendered to the population: from shops to educational services.

To exercise its powers, the Federal Service is assigned the function of receiving and considering citizens' appeals, as well as making decisions and sending answers to them.

Sample claim

As mentioned above, the areas in which the Federal Service for the Protection of Consumer Rights can help are quite numerous. There is an opinion that Rospotrebnadzor is contacted only for low-quality / stale goods in stores, which is a big mistake.

As a result, when faced with a situation that aroused your outrage, it is worth referring to the regulatory legal documents and find out whether your rights have really been violated.

Fortunately, in our time, the necessary information can be obtained "in two clicks" on the Internet, so it will not be too difficult for anyone.

The next step is to formalize your claims in writing. Rospotrebnadzor does not have special requirements for the registration of complaints, so writing a statement comes down to standard steps:

the complaint must contain full name of the territorial administration of the Federal Service, in which it is submitted, and the surname, name and patronymic of the applicant;
indicate the address of your registration. By general rule this information is located in the upper right corner of the sheet (best of all in A4 format). By the way, according to law Russian Federation you cannot send an anonymous appeal, therefore, with all the desire to remain incognito, it will not work;
after specifying the addressee and the author of the complaint, the name of the document is located below in the middle, in the described case - "Complaint";
then the main part of the statement is located - a description of the violation.

When narrating you should adhere to the following rules:

presentation style - business overly emotional expressions should be avoided;
events are described in chronological order;
necessarily availability of specific dates, names, locations;
the statement of facts must be specific and concise, describe only the essential details of the violation.

These rules will allow you to correctly compose the descriptive part of the complaint as much as possible.... It will not be superfluous to add after the description what exactly you want from Rospotrebnadzor (to understand the situation, fine the perpetrators, etc.).

Next, most important step – cite specific provisions of regulatory enactments that have been violated... It has already been mentioned that your main assistant in this case is the vastness of the Internet.

Important! Do not rush to transfer the text from the first link that comes across into the statement. The most accurate and up-to-date information is contained in such large reference systems as "Consultant" and "Garant".

At the end of the application, list the attachments to the complaint... Their presence is optional, but if you have already contacted a structure that violates the law and have written evidence, they must be attached to your application (in this case, it is better to notarize copies).

The final stage is the signature, its decoding and date.

The process for writing a complaint by hand is described above, but you can also print it. Besides, in the most Federal Service you can take a form in which you will need to fill in only the missing data- it can also greatly simplify the filing of a complaint.

A sample application to Rospotrebnadzor can be downloaded.

Applying is usually straightforward:

you can personally take the application to the territorial authority,
send a complaint via the Internet online on the Rospotrebnadzor website through a special form.

It is worth noting that the Rospotrebnadzor website has sample of filling out an application.

If you are still not close to an e-mail, you can use the services of regular mail, in this case it is better to leave a certified letter with a receipt acknowledgment in the mail.

Application consideration period

Your complaint must be registered within 3 days... Further, the process of its processing begins, and depends on various factors, including:

if the complaint is within the competence of another department or service, Rospotrebnadzor sends it to the appropriate authority, and you are notified of this fact. The deadline for submitting a complaint and sending a notification should not exceed 7 days;
if the complaint corresponds to the competence of Rospotrebnadzor and there are no problems with its reading, then it is accepted for consideration. Consideration period - 30 days from the date of registration of the complaint... After that, a letter will be sent to you with the results of the review and the decisions taken on the complaint.

There is also the possibility that the Federal Consumer Protection Service will not consider your complaint, in particular in the following cases:

the complaint contains threats, profanity, insults, etc.,
the application is written by hand and the service specialist could not read your handwriting, he will also not consider the complaint.

The competent services are obliged to notify you of the refusal to consider the complaint by a reply letter within 7 days.

How do I make a complaint?

Having studied the procedure for filing and considering a complaint, let's move on to the main question - what exactly can be the subject of a complaint to the Federal Service for the Protection of Consumer Rights:

substandard and educational institutions;
unsatisfactory quality of services in catering establishments, beauty salons, shops and other institutions;
violations in the process removal and storage of solid household waste;
breaking the rules smoking in public places;
levying excessive payments for housing and communal services and other violations in the field of housing and communal services;
violations trading rules, including through the online store.

What is meant by the unsatisfactory quality of services? Let's consider the most common situations.

A complaint about a store can be filed in the following cases:

sale expired goods suitability;
violation of product storage standards in the shop;
refusal to grant discounts, for example, for retirees;
the price tags in the store differ from the actual ones(it is better to have a photo proof: a price tag and a receipt), etc.

Also pretty there are often cases of weighting or shortcuts by buyers.

It is worth considering that the issue of calculating and weighing the buyer belongs to the competence of the Office for Combating Economic Crimes.

When can you complain about the bank?

There are a number of tricks and tricks that unscrupulous credit organizations use to lure a client.

It turns out that the terms of a loan or other agreement with a bank violate the requirements of the legislation of the Russian Federation.

Most often this manifests itself in the following actions:

imposing additional services such as insurance, or commissions;
restricting access to information about bank services provided to the consumer. Small letters in white at the end of the contract - this is the case;
imposing unplanned credit cards with hidden commission;
transfer of client's personal data various agencies and services.

Attention! Control over the safety of personal data of a citizen is within the competence of the Federal Service for Supervision in the Field of Communications, information technologies and mass communications.

To the post office of Russia

Is it possible complain to Rospotrebnadzor to the Russian post office? Theoretically, this is possible, however, communication services are also within the competence of the above-mentioned Federal Service for Supervision of Communications, Information Technology and Mass Media.

Complaints about low speed delivery, damage and other services with mail are best directed to the Federal Service for Supervision of Communications.

For children's educational institutions

Also quite often there are problems in institutions preschool education, that is, kindergartens.

Complain to Rospotrebnadzor on Kindergarten possible in the following cases:

unsatisfactory sanitary and hygienic conditions;
violation of safety rules;
low quality of food in the garden.

In the same situations, you can file a complaint against the child's school. Another method of influencing an educational institution is contacting local education departments and the Federal Service for Supervision in Education and Science.

It is impossible to consider all situations of violation of consumer rights within the framework of one article, therefore, as a conclusion, we present several provisions that will help make your appeal to Rospotrebnadzor successful:

Before filing a complaint contact with written claim directly to the person / organization providing the services... This can resolve the conflict much faster, otherwise you will have evidence of attempts to solve the problem "peacefully".
Rospotrebnadzor cannot oblige the seller / service provider to return money... In such cases, it is better to go to court.
The more time you spend on competently drafting a complaint, the less likely you are to receive a refusal to consider it.

The measures that Rospotrebnadzor can apply are often limited to fines in the range of 3,000 rubles. Therefore, it may be easier for the organization you are complaining about to pay a fine than to change something. Please bear this in mind.

Various methods can be used to improve the quality of service in the service sector. One of them is supervision by regulatory authorities. For example, consideration of the appeal by Rospotrebnadzor. The specified organization is called upon to defend the rights of the client when paying for goods or services. Unfortunately, the Russian mentality does not imply knowledge of their rights and the ability to protect them.

But life does not stand still. The economy is developing, our life is being replenished with new technologies. Every citizen must defend his rights. For example, know how to write a complaint to Rospotrebnadzor via the Internet.

The functions assigned to Rospotrebnadzor are quite diverse. The consumer from this list is interested in such as:

Supervision over the implementation of the norms of sanitary legislation;
Control over the implementation of the rules of excise trade;
Monitoring the quality of service providers.

The main goal of the organization is to protect client rights in the service market. Market relations mean a wide range of services for the population: shops, banks, education.

Consideration of citizens' appeals, making reasoned decisions and familiarizing the applicant with them is the main function of the service. Therefore, if you see that your rights have been violated, you should file an application with Rospotrebnadzor. The Federal Service will establish whether the illegal acts have actually taken place or whether the client himself is wrong.

In order to properly formulate your dissatisfaction in writing, you need to know the basic requirements for writing a complaint to Rospotrebnadzor.

Protect your rights

The Federal Law "On the Procedure for Considering Appeals of Citizens of the Russian Federation" dated 02.05.2006, Clause 4 of Article 4 gives the following explanation to the concept of "complaint": a request for the renewal or protection of interests that have been unlawfully violated.

Article 7 of the Law puts forward following conditions to the statement to Rospotrebnadzor on violation of consumer rights:

The exact name and details of the Federal Service;
Personal data (name, phone number);
Description: a detailed story about a situation in which a violation of rights occurred. The name, address of the organization, the name of the employee (if known), additional facts confirming what happened, legislative norms establishing the violated rules, motivated claims against the defendant and a request to the Federal Service;
Date of application;
The document is certified by the personal signature of the plaintiff.

A complaint is submitted to Rospotrebnadzor along with the necessary documents confirming the described situation:

Receipt;
Another payment document;
Copies of claims;
Answers to claims.

A sample sample of a complaint to Rospotrebnadzor:

_______________________________________________

(name of the territorial organization

Service being accessed)

location: _________________________________

from ___ Petrushova Ekaterina Pavlovna _____________

(client's personal data)

Place of residence: 35025 Penza city, 3rd Line st., 45, kV. 9,

phone: _XXXXXXXXXXX_,

e-mail box: [email protected] ___________________________

Application (notification, complaint)

on the protection of consumer rights manifested in the sale of low-quality products

(name (full name) of the subject entrepreneurial activity)

in the toy store "Joy of Childhood", located at the address: city of Penza, st. Aviation, 32, the following products ___ an inflatable ring of the brand "Rainbow", goggles for diving "Nemo" __ at a price of_340 __ (three hundred forty__) rubles, which is confirmed by checks of FOP NAMAZOV.

However, the products purchased, namely: ___ rubber ring_,

turned out to be of poor quality, which is expressed as ___ blowing off ____ and

confirmed by ___ videos and photographs _____.

low-quality products, as well as __exchange goods for a similar one__ (reduce the cost in accordance with the defect, return the cost paid for a low-quality product, taking into account losses incurred due to the sale of low-quality goods) ____ FOP NAMAZOV G.V._____ the seller has not considered, the answer is not received (voluntarily did not satisfy, referring to ________________________________), although the claim of FOP NAMAZOVIM G.V. received, which is confirmed by the _delivery notification of the recommended letter_.

Today _ FOP NAMAZOV G.V._ continues to sell

(name / full name of the seller)

low-quality products, which is confirmed by __ the presence of Rainbow inflatable rings in the “Joy of Childhood” toy store ___.

Taking into account this situation and on the basis of the Federal Law "On Protection of Consumer Rights" of Article 18, Clause 1, of the Regulations on the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, approved by the Decree of the Government of the Russian Federation of June 30, 2004, Clause 5.9, I require an audit the fact of trade in low-quality products FOP NAMAZOV V.G.

Applications:

1. Cashier's receipt for the purchase of products (copy and original).

Certificate of purchase of a good quality product.
A copy of the applicant's claim dated "12_" __ May__ 2017_
Recommended letter delivery notification.
Power of attorney to represent the interests of the plaintiff from "___" ________ ____, N ___ (if the application (notification, complaint) to Rospotrebnadzor for the store is signed by the representative of the plaintiff).

“___” __________ ____ Signature

The above example can serve as a sample application to Rospotrebnadzor. But it is only indicative. You will have your own facts, your claims, your own evidence base.

When there is no response from the Federal Service

The provisions of article 11 of the federal law provide for situations when your application will remain unanswered. This will be the case if the appeal to Rospotrebnadzor falls under the following criteria:

There is no personal data of the applicant. You cannot complain anonymously. Such a document is not considered;
The use of profanity, the expression of direct threats;
An unreadable text of a claim, vaguely formulated requirements may also become a reason for refusal;
Identical appeals to Rostpotrebnadzor sent by the same applicant regarding one situation, without reference to newly revealed circumstances, serve as the basis for notifying you of the termination of the correspondence;
If a violation of the law on classified documents is required to respond to the application. In this case, the refusal to prepare a response is explained in writing.

The Federal Service notifies the applicant by letter that his claim will not be considered. The service has one week to prepare the letter.

Having studied the stated requirements and using the sample for writing a complaint to Rospotrednadzor, even a person without legal education can cope with writing a competent letter to the federal body.

Application methods

The applicant has the right to choose a convenient way for him to write a complaint to Rospotrebnadzor:

With the help of a personal appeal;
By submitting a recommended letter;
By sending an appeal electronically.

If you decide to use the Internet resource, go to the website of the Federal Service or the page "State Services". Select the "Citizens' Appeals" menu item. Fill out the form provided. Scan the evidence you need and attach it to your application.

The time for consideration of Internet applications is identical to other forms of applications and is one month (paragraph 1 of Article 12 Federal law about appeals).

When to File a Complaint

Trade or financial institution employees go to great lengths to attract a client in an unfair way. During inspections, it turns out that the terms of the loan agreement may violate the client's rights and do not comply with federal law.

Complain about online store or another outlet, if you have:

Sale of expired products;
Non-compliance sanitary standards storage and distribution;
Inconsistencies in the price indicated on the price tag with the actual price of the product.

You can also file a complaint about the store when calculating or body kit.

A complaint to Rospotrebnadzor about a bank is justified if:

Bank employees force customers to purchase additional services (insurance, payment of commission);
Bank employees do not provide information on the provision of services (printing of additional terms of the agreement in small print);
The client is obliged to draw up credit cards without informing him about the availability of commissions for the use of credit funds;
Disclosure of client's personal information.

Please note that you can complain to the bank for disclosing personal information. But it is not necessary to submit an application to Rospotrebnadzor, but to the Federal Bureau for Information Control.

Time for consideration of applications

The Federal Service has three days to register the submitted application. The time to prepare a motivated answer differs depending on:

The need to redirect to another recipient. The transmission of correspondence takes place throughout the week;
The need for additional checks. A standard claim that does not require additional study is considered for no more than a month.

To get a positive response to your appeal, you should:

First, try to file a claim directly with the business entity. Better to do it in writing. If the situation cannot be resolved peacefully, you will have additional proof;
If you wish to receive monetary compensation, it is better to file a claim in court. The Federal Service does not deal with penalties;
Do not rush to send the completed document. Better to take the time and write a competent application than to get rejected.

You can write a complaint to Rospotrebnadzor on any issue related to violation of consumer rights in order to obtain legal protection. Only individuals, and the subject of the complaint should not affect the purchase of goods or services for commercial (business) needs. Otherwise, there are practically no special restrictions.

Features of complaints to Rospotrebnadzor

Considering the procedure for contacting Rospotrebnadzor, there are three main categories of complaints related to the protection of consumer rights:

A complaint on the merits of a certain violation of rights, requiring the adoption of response measures, in particular, bringing to administrative responsibility.
A complaint aimed, firstly, at checking the activities of the violator, and, secondly, at taking measures to respond to the violations indicated in the complaint and identified during the check.
Applying to Rospotrebnadzor in order to prepare and issue an official opinion on the subject of the dispute. This option, as a rule, is practiced in the framework of judicial consideration of the dispute, and the department is involved in the process by the court at the request of the interested person.

The most common complaints are complaints from citizens related to the sale of low-quality products (goods), with the provision of inadequate quality services, including financial (banking), with violations of the rules of trade and the provision of services (performance of work).

How to make a complaint

The complaint must be prepared in writing. There are no strict requirements for the content, information can be presented in a free style, but it is fundamentally important to indicate:

The exact name of the body where the complaint is filed - the corresponding territorial subdivision of Rospotrebnadzor or the central office.
Applicant's data - full name, address of residence (registration) and other contacts for communication.
The content of the violation complained about. Here it is required to tell in sufficient detail about what happened, state specific violations, describe the circumstances of the case and give arguments. In addition, it is necessary to indicate the data of the offender (name, address, other details). When preparing, you should follow the style business letter, try to logically correctly and consistently state the essence of what happened. Emotions are not appropriate, objectivity, correctness and accuracy of presentation are important.
Links to regulations, the terms of the contract and other documents for each violation, which will confirm that such a violation actually exists.
Requirements (requests) to Rospotrebnadzor are what the applicant intends to eventually achieve from this department within its competence.

The available documents and other evidence in support of the violations and arguments of the applicant are attached to the complaint. Their list is indicated in the complaint. At the end of the application, the applicant's signature and the date of drawing up the document are put.

Note: if the complaint requires an inspection, prior to filing the appeal, it is imperative to comply with the claim procedure for resolving the dispute. Confirmation that there was such a procedure must be attached to the appeal. Otherwise, it will not be accepted for consideration.

Learn more about the requirements for the content of complaints.

How to file a complaint

To send a complaint, you can choose the most convenient way:

by mail;
in person or through a representative;
on e-mail- to the address [email protected] or the address of your territorial division (specified on the website of the regional department);
through the online reception on the official website of Rospotrebnadzor, using the service for preparing and sending requests http://petition.rospotrebnadzor.ru/petition/.

They will not accept and will not consider anonymous appeals, as well as applications that do not allow for an answer (the applicant's address is not indicated). The term for consideration of the complaint is within 30 days.

The applicant purchased a cable from a store. When at home the applicant studied technical properties they did not satisfy, since they were not negotiated by the seller. When contacting a store with a request for a return Money or a cable exchange was denied by staff. The applicant requests assistance in restoring his violated rights.

To the Office of Rospotrebnadzor in the city _________
address: ________________________

______________________
Address: _______________________

I, ____________________, _____________ purchased from CJSC "_________________" located at: ___________________ cable __________
The cost of the cable was ___________ rubles. This amount was paid in full by me to the cashier of the store, which is confirmed by a sales receipt No. __________ dated _________.
When selling the cable _______________ (______________), the seller did not provide me with the full technical properties of the specified product.
When I studied the technical properties at home, they did not satisfy me, since they were not negotiated by the seller.
When contacting the store with a demand for a refund or exchange of a cable, the employees of CJSC "____________" refused me, which violates my rights and legitimate interests.

According to Art. 10 of the Law of the Russian Federation "On Protection of Consumer Rights", the manufacturer (performer, seller) is obliged to provide the consumer with the necessary and reliable information about the goods (works, services) in a timely manner, ensuring the possibility of their the right choice... By certain types goods (works, services), the list and methods of bringing information to the consumer are established by the Government of the Russian Federation.

In accordance with paragraphs. 1, 2 tbsp. 12 of the Law of the Russian Federation "On Protection of Consumer Rights" if the consumer is not given the opportunity to immediately receive information about the product (work, service) when concluding the contract, he has the right to demand from the seller (performer) compensation for losses caused by unreasonable evasion of the contract, and if the contract is concluded , within a reasonable time, refuse to execute it and demand the return of the amount paid for the goods and compensation for other losses.
In case of refusal to fulfill the contract, the consumer is obliged to return the goods (the result of work, services, if possible by their nature) to the seller (performer).
The seller (performer) who has not provided the buyer with complete and reliable information about the product (work, service) is liable under paragraphs 1 - 4 of Article 18 or paragraph 1 of Article 29 of the said Law for defects in the product (work, service) that arose after it. transmission to the consumer due to the lack of such information.

Thus, the amount paid for the cable is refundable.
Due to the fact that the product was sold to me without providing the necessary and reliable information that provides the opportunity for my correct choice, I have the right to refuse to fulfill the purchase and sale agreement and demand the return of the money paid for the purchased cable.

In accordance with Art. 13 of the Law of the Russian Federation "On Protection of Consumer Rights" for violation of consumer rights, the manufacturer (performer, seller, authorized organization or authorized individual entrepreneur, importer) is liable under the law or contract.

In accordance with Art. 40 of the Law of the Russian Federation "On Protection of Consumer Rights", state control and supervision over compliance with laws and other regulatory legal acts of the Russian Federation governing relations in the field of consumer protection (hereinafter - state control and supervision in the field of consumer protection) are carried out by the authorized federal executive body authorities for control (supervision) in the field of consumer rights protection (its territorial bodies), as well as other federal executive bodies (their territorial bodies) exercising functions of control and supervision in the field of consumer rights protection and safety of goods (works, services), in the manner determined by the Government of the Russian Federation.
In accordance with clause 5 of the Regulation on the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, the Federal Service for Supervision of Consumer Rights Protection and Human Welfare exercises the following powers:
supervises and controls the execution mandatory requirements legislation of the Russian Federation in the field of ensuring the sanitary and epidemiological well-being of the population, protecting consumer rights and in the field of the consumer market, including:
state control over the observance of laws and other regulatory legal acts of the Russian Federation that regulate relations in the field of consumer protection.
In accordance with clause 6 of the Regulation on the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, the said service, in order to exercise its powers in the established area of activity, has the right to:
to suppress the facts of violation of the legislation of the Russian Federation in the established field of activity, as well as to apply the measures of a restrictive, preventive and preventive nature provided for by the legislation of the Russian Federation, aimed at preventing and (or) eliminating the consequences of violations legal entities and citizens of the mandatory requirements in the established field of activity.
In accordance with Art. 46 of the Law of the Russian Federation "On Protection of Consumer Rights", the authorized federal executive body for control (supervision) in the field of consumer protection (its territorial bodies), other federal executive bodies (their territorial bodies) exercising control and supervision functions in the field protection of consumer rights and safety of goods (works, services), local government bodies, public associations of consumers (their associations, unions) have the right to sue in courts for the recognition of the actions of the manufacturer (performer, seller, authorized organization or authorized individual entrepreneur, importer) illegal in relation to an indefinite circle of consumers and on the termination of these actions.
By virtue of clause 1.1. Of the Regulations on the Department of the Consumer Market and Services of the City of Moscow, approved by the Decree of the Government of Moscow No. 72-PP dated February 6, 2007, the Department of the Consumer Market and Services of the City of Moscow is a sectoral executive body of the city of Moscow subordinate to the Government of Moscow, ensuring the implementation of the policy of the city of Moscow in sphere retail, catering and consumer services for the population.
According to clause 3.11. Regulations The Department of the Consumer Market and Services of the City of Moscow, within the limits of its competence, in the prescribed manner, monitors compliance with federal legislation, laws and other legal acts of the City of Moscow in the field of the consumer market and services.
Thus, in accordance with clause 5., clause 6 of the Regulation on the Federal Service for Supervision of Consumer Rights Protection and Human Welfare,

1. Consider my complaint on the merits.
2. To assist in the restoration of my violated rights.
3. Send the answer to the above address.

Application:
1. Copy sales receipt No. __________ dated _________

" " __________________G. _________ / _____________ /

Quite often, conflict situations arise between the seller and the buyer, associated primarily with the provision of low-quality services or the sale of goods that do not meet the established standards.

It is not always possible to resolve the problem peacefully, and the buyer is forced to apply for the protection of his rights to Rospotrebnadzor.

In order for the appeal to be properly considered, a competent complaint should be drawn up.

When does it make sense to contact Rospotrebnadzor?

Rospotrebnadzor is one of the executive authorities. The competence of the service includes the development and implementation of issues related to the protection of the rights and interests of consumers.

Actions to protect consumer rights are carried out by Rospotrebnadzor at the federal level, as well as through the territorial authorities located in each constituent entity of the Russian Federation.

To contact Rospotrebnadzor, a citizen must submit a well-founded complaint.

An appeal to the authority in question can be carried out in the following cases:

The consumer wants the seller (performer) to be checked his activities, since there are reasons to assume its illegality.
It is required to identify violations of consumer rights in the part poor quality rendering services or performance of work, as well as in the provision of inappropriate information.
The consumer finds that the seller is selling items that have expired.
After purchasing the product, the consumer developed food poisoning.
The seller (executor) has included in the content of the contract conditions that directly infringe on the interests of the consumer and the norms of the law.
Other cases affecting the rights and interests of the consumer.

Helpful advice

If a consumer wants to return money for a poor-quality product or a poor-quality service, then contacting Rospotrebnadzor will be a secondary measure. This means that before contacting the specified authority, the consumer should try to resolve the dispute by sending a claim to the seller (executor).

In any case, if the dispute is of a property nature, Rospotrebnadzor will not be able to help the consumer, since the return of money to the consumer is not within its authority.

The refund of the paid amount of money is carried out only through the court, if the seller (performer) does not react in any way to the claim sent to him.

In this case, Rospotrebnadzor will only be able to conduct a check to identify facts indicating a violation of the law.

How do I find my local branch?

Rospotrebnadzor departments dealing with consumer protection issues are created in each separate region.

A complete list of branches, their contact numbers and addresses can be found on the official website of the organization or using a search engine related to the city in which the consumer lives (for example, DublGis).

Attention

Each organization that provides services or performs work must have a "consumer corner", which indicates the addresses of local offices of Rospotrebnadzor.

How can you make a complaint?

The consumer can file a complaint in any of the following ways:

Apply in person or through a legal representative.
Send documents via mail, by sending registered letter with notification.
Using the Internet online.

The last option for filing a complaint is the most convenient, as it does not take too much time and does not require additional costs.

There are two ways to file a complaint online:

With the help of the site "Gosuslugi".
Through the official website of Rospotrebnadzor. The site provides a sample complaint with comments that you can use to fill out. For the convenience of the user, you can immediately attach copies online. required documents... The answer is also given in electronic form by sending it to the email address indicated by the applicant. If the applicant wishes to receive paper version answer, then he needs to indicate the exact address to which the letter should be sent.

Information

The term for consideration of a complaint, as a general rule, is 30 days from the date of receipt of the documents by the competent authority.

How to compose a complaint text. Sample

A well-written text of the complaint increases the chances of a positive outcome of its consideration. Therefore, the complaint must contain the following information:

The name of the addressee to whom the complaint is forwarded.
Full details of the sender. The main thing is not to forget to indicate the contact phone number and address for communication. If a complaint is sent electronically, then e-mail is required.
Information about the intruder. His contact information, location, phones are indicated.
The text of the complaint should have a structured content describing the essence of the appeal. Do not use too emotional phrases and sentences, exclamation marks, you must adhere to a business style of correspondence.
The complaint should indicate the norms of the law, which, in the opinion of the applicant, violated the seller (executor). To do this, you will need to refer to the Federal Law "On Protection of Consumer Rights".
The complaint must be completed by the applicant's signature and the date the document was drawn up.
It is advisable to attach documents to the application indicating the fact of unfair and illegal actions on the part of the seller (executor).
If between the applicant and the seller (executor) there was previously business correspondence concerning the essence of the problem, it should be attached to the general package of documents.
Copies of the annexes to the complaint should be made. When sending papers in electronic form, you must make scanned copies and attach them to the complaint.
When personally contacting the institution to file a complaint, the applicant must have a passport and two copies of documents, one of which, with a note of acceptance, remains with him.

When is the answer not given?

A situation may arise in which Rospotrebnadzor refuses to accept a complaint for consideration:

The problem that the citizen applied to is not within the competence of the service. Usually, the application is sent to the appropriate department, and a letter is sent to the applicant indicating which authority his appeal went to. Alternatively, the application is returned to the applicant.
The applicant will not receive an answer to the complaint if he has not indicated his full name, passport data, telephone number, mailing address.
Refusal to consider a complaint can also be in the case when the applicant tries to appeal against a court decision related to any issue that does not fall within the competence of the service.
If the complaint contains threats, obscene language or insults, or the essence of the complaint is not relevant, the response to the complaint will not be received.
Refusal will be made if the text cannot be read. For example, if the applicant wrote the text by hand in illegible handwriting. It is better to write a statement using computer technology.
A complaint is not considered if the answer to it is forced to contain information about state secrets.
The complaint had previously been submitted to the service, and an answer was given.

If the applicant corrects the shortcomings and brings the document into the required form, it will be accepted for consideration.