What is a book of complaints and suggestions. How to issue a complaint book?

Since the times of the Soviet Union it is believed that complaining low, embarrassing and indecent. However, when consumers' rights are directly violated, there are complaints about the quality of service or simply want to suggest something to improve the service, there is no way to do without feedback. The book of complaints and suggestions is an ideal tool that allows the seller of services to hear their customers.

At what enterprises should there be a book for complaints?

A book for comments and suggestions is needed in order to protect the rights of its customers. According to the law on the rights of consumers, the book of complaints and proposals must necessarily be present:

• In retail stores;
• In cafes and restaurants (places of public catering);
• In car-care centers (consumer services);
• In pharmacies;
• In hospitals and polyclinics;
• In hairdressing salons and beauty salons;
• In museums;
• At police precincts;
• At stations and airports;
• In the housing and communal services;
• at the post office;
• In banks;
• In sanatoria and children's camps.

That is, wherever some people provide services to others, there must be a book of complaints and suggestions. Reviews can be written by anyone, regardless of gender and social status.

Consumer Rights

The buyer should understand that poor service, rudeness of the seller, sale of spoiled goods should not go unpunished. Any person can write a positive or negative feedback. The complaint book is issued at the first request of the consumer. In this case, the seller has no right to request the documents of the complainant. The buyer is also not obligated to pronounce the reason for the requirements of the book of opinions.

On the other hand, the employee must provide not only the book itself, but also:

• handle;
• table;
• chair.

The administration must respond to the complaint within 14 days. It should be noted that if the seller claims that there is no such book (lost, not yet entered) - this is a serious violation, for which the company can get a large fine. The notebook itself for suggestions can look like anything: in the form of a notebook, a large notebook, a general notebook, the main thing is that it has a special sealing seal and pages numbered. Otherwise, there is a possibility that the management will not see the claim.

What should the leader know?

It's good when consumers know their rights. It's even better when managers know their duties. To prevent unpleasant situations with dissatisfied customers was less, and with Russian legislation there was no, every director at his company needs a book of complaints and suggestions. The instruction, which shows how to create a notepad for comments, is presented below:

• It is better to buy a ready-made book in a special store. This is quite a serious document, the appearance of which directly affects the image of the company.
• On each page you need to put a number (in the lower or upper right corner).
• The book must necessarily be threaded, and the lacing itself should be sealed. At the seam of the seal and the book you need to put a seal (if it is not, you can put your signature). This is done so that it is impossible to unseen the seal imperceptibly.

Currently, there is no need to certify the book of comments and suggestions. However, it is worth bearing in mind that it is necessary to draw up a document in accordance with local laws. If there are no regulations in place in the region regarding complaint books, it is recommended that the Ministry of Trade order No. 346 of 1973 be used.

What are the clients writing about?

Of course, not always the administration and management read only negative reviews. Sometimes clients are happy to share in the notebook pleasant impressions. In general, the book of complaints and proposals fixes:

• Violations in the service sector. For example, rudeness, refusal to accept substandard goods back.
• Abuse of authority may include selling "from under the counter" or inflating prices to their advantage.
• Positive feedback about employees and goods. When the service completely satisfied the client.
• Suggestions for improving the quality of work.

This gives the manager the opportunity to look at his business from outside, improve it. For customers it's a chance to be heard.

How should the proposal book be structured?

Despite the fact that any notebook can become a "otzovik", the legislation of the Russian Federation requires the heads to observe the correct design. The book of complaints and proposals, according to the Government Decision No. 55, should:

• Have a number on each page (so you can not unnoticed tear out a page with impartial comments);
• Be threaded;
• The book must be stamped and signed by the head;
• The first page must contain the legal or physical data of the enterprise;
• Necessarily in the book the presence of an understandable instruction for its completion (one sheet is for recall, and the second is for an answer to it);
• The consumer should find in the notebook addresses and phone numbers of regulatory authorities (for example, Rospotrebnadzor).

It is important not to miss any of these items, especially when preparing the book yourself.

What should alert?

Culture and art could not pass by such a bright phenomenon as a plaintive book. Chekhov has a short humorous story on this subject, ridiculing ignorant consumers. In Soviet times, often funny extracts from the book were published in the magazine "Crocodile". At the same time they shot the famous film: "Give a plaintive book."

That's only an offended consumer is often not to laugh, especially when he is refused to issue a book of reviews. What should alert the client:

• Refusal to issue for far-fetched reasons ("we are already closing", "you do not see, we have lunch", "the book is checked by the director");
• Providing a blank notebook or copies of a book of complaints and suggestions.

Both of these examples are administrative violations. In the second case, it is a deliberate deception of the consumer. Responsibility, most likely, will be borne by the seller under art. 14.15 of the Administrative Code of the Russian Federation. The supervisor or administrator should closely monitor the follow-up after the complaints with the reviews. Often employees themselves write praise after claims to "neutralize the negative." It is unacceptable.

Where can I find a review book?

In general, the book of complaints and proposals should be freely available. For example, in the trading floor. To the client himself could find it. If this is a store for several departments, then the "otzovik" must be in each of them. Again, if it's a cafe or restaurant, which has two or more halls, then each of them must have its own book of offers.

Most often, a consumer can find a document in the "Customer corner", near the exit. If the client himself can not find a notepad for records, the employee must provide it. As already mentioned above, the consumer, in addition to the book, should be given a chair, a writing surface and writing materials.

How to complain properly?

So, an ambiguous situation occurred, in the hands of a book of complaints and suggestions. The seller can not give a sample for filling (it simply does not exist). How correctly to complain, that the claim is heard and taken action?

Algorithm of actions:

• On the first clean after the page entries you need to put the current date;
• On its own behalf, write a claim;
• It is necessary to leave your contact details and sign (the administration does not have to answer for anonymous complaints).

Despite the fact that the claims are written in free form, it is worth observing the unspoken rules for their registration. Experts recommend:

• Adhere to the official business style.
• Avoid insults and profanity towards sellers.
• Do not leave the topic for lengthy reasoning, delay the text of the complaint, and, on the contrary, write too short reviews ("poor quality goods", "the seller is rude").
• It is desirable to know which law the employee of the enterprise has violated.

If you follow these instructions, it is likely that the problem will be solved by the administration, which the book of complaints and suggestions will help. Example The claim might look like this:

«10.11.2016 year.

When buying dairy products, I discovered the presence on the shelves of an expired goods. Including spoiled cottage cheese, the expiration date of which expired on 05.11.2016. Please take action.

Anton Ivanov, signature, telephone number, address (electronic, actual) ".

You can also specify in the response that if the administration does not respond to it, then you contact the higher authorities.

How are claims considered?

After drawing up of the claim the worker should inform on incident of administration of the enterprise. It is best to immediately provide an explanatory for your part. The complaint is considered by the director solely in the presence of the employee to whom it was written.

Within two days the head must understand the situation, take action and send a written response to the applicant no later than five days later. Also in the book of proposals itself there should be a response from the administration. Copies of written answers must be kept at the enterprise during a calendar year. If five days are objectively not enough to solve the problem, the review period can be increased to 14. However, the applicant must be warned about this in writing.

The answer to the claim is mandatory, but at the moment its absence is not considered an administrative violation. And punishment, respectively, is not provided. However, problems with higher authorities may arise.

Competent control

If the consumer comes in two weeks and sees that his response has not been answered, there is no point in writing a new claim. Most likely, the management of the book did not reach the book of complaints and proposals. A photo of a statement with a date and signature can serve as an indirect evidence of inaction for higher authorities.

Where can the consumer address in this case:

• In Rospotrebnadzor;
• To the Department of Consumption and Services;
• In Gostorginspektsiyu.

It is better to write at once to several instances. For quick response it is recommended to send a registered letter or hand in person. Write a complaint in two copies (one to leave at home).

Of course, you can not react in any way to rudeness, delinquent goods, inflated prices and other violations, but then no one will defend the rights of consumers. And the buyer will remain right only in his head.