Rospotrebnadzor leave a request. How to correctly write an application to Rospotrebnadzor if consumer rights have been violated

Before you start filing a complaint, you need to find out the address and name of the Rospotrebnadzor body that corresponds to your region. In each subject, this state structure has its own territorial divisions.

Cases of appeal	Sample complaint to Rospotrebnadzor	Comments
		The application is drawn up according to the standard scheme and must include the following items: Where and from whom the complaint was filed (it is important to indicate not only your full name, but also contact information: address of actual residence, telephone and email if desired). The descriptive part – i.e. the actual text of the complaint. Here it is important to adhere to an official business style, describe the situation in as much detail as possible and, if possible, provide links to regulations, federal and local laws that were violated by the seller. Contents of the request: to deal with the seller’s dishonest behavior, as well as to take specific measures against him and send a written response with the result to the specified address (or email). Next, you need to attach copies of the relevant documents that prove the fact of purchase of the goods and other circumstances (most often this is a receipt). Date, signature.
Exchange or return of goods with significant quality defects		In this case, the application should indicate in detail what exactly you are not satisfied with about the product. This can be any external feature (style, color, size, size) or technical characteristics, as well as equipment.
Incorrect product information provided		This is a direct violation of the law, so the buyer may demand an immediate refund or exchange for another product. If he has incurred losses associated with the use of goods about which he did not know essential data due to the fault of the seller, then the latter is also obliged to compensate them. You can also demand compensation for moral damage, but in court. A citizen is entitled to payment of a penalty in cases where the exchange for a new product did not take place on the same day. The penalty is calculated every day in the amount of 1% of the original purchase amount.
Providing poor quality medical services		In this case, the consequences of poor-quality services are harmful to health, so the consumer has the right to demand complete elimination of the consequences - free treatment at the expense of the clinic, as well as compensation for moral damages. If the requirements are not fulfilled voluntarily, the citizen has the right to demand a fine from the clinic through the court (it is half the amount awarded to the plaintiff).
Failures in technical goods		In such a situation, the buyer must discover the fact of a breakdown or violation of the design of a technically complex product independently within a maximum of 15 calendar days from the date of purchase. A citizen may request an exchange of goods or a full refund.

The main requirement for the text is to follow the norms of official business style, as well as substantiate your statements and requirements with references to relevant laws, regulations, instructions and other valid documents.

Below are examples of correctly composed complaints to Rospotrebnadzor departments in terms of clarity, detail and logic of description, as well as the validity of the requirements using legislation.

Subject of the appeal	Example of a complaint to Rospotrebnadzor
Refusal to return money for goods
An example of a request regarding a credit card that the bank imposed on a client.

In what cases is it necessary to file a complaint with Rospotrebnadzor?

There is a fairly widespread idea that contacting Rospotrebnadzor authorities and other regulatory structures is possible only if a low-quality product has been sold or a consumer’s right has been clearly violated in some other way. In fact, the concept of consumer should be understood in a broad sense: in fact, every time a citizen becomes a client, he also assumes the role of consumer of a product or service.

Therefore, in general, it should be understood that it makes sense to contact Rospotrebnadzor for any significant violation of consumer rights:

defective goods;
goods beyond their expiration date;
poor quality service;
cases of unreasonable delays in the provision of goods or services;
the seller’s refusal to explain his actions in case of unforeseen situations;
providing incorrect information about a product or service.

The standard period for consideration of a complaint is 30 calendar days, however, in some cases it may be increased, of which the citizen must receive a written notification from a representative of Rospotrebnadzor.

Not only a private citizen, but also any other person (individual entrepreneur, firm, company, public organization, religious association and all other legal entities) can submit an appeal.

What can you ask for?

The buyer may demand a choice of one of the possible solutions to his situation, without motivating the reason for his decision in any way:

Exchange of goods for exactly the same or similar ones within the same value.
Exchange of goods for another, having similar functions, with recalculation of the price (as in b O up and down). For example, replacing a purchased refrigerator with another with similar technical parameters, but at a lower cost, entails the seller’s obligation to exchange the product and compensate for the difference in price. If such a product is not available on the day of request, and the consumer does not intend to wait for it to arrive, he may demand monetary compensation.
Reducing the cost of goods with compensation for the corresponding difference.
Elimination of comments on the quality of the goods at the expense of the seller.
Full refund of the cost of the goods.

Ways to file a complaint

As of 2019, there are several ways to file a complaint with Rospotrebnadzor, and in any case, a citizen is required to draw up a written application and attach all the necessary documents (for example, a check):

Personal visit to the Rospotrebnadzor office. In this case, it is important to clarify visiting days and hours in advance.
Visit to the MFC - in some cities, you can also submit a complaint at government service centers, but it is better to clarify this possibility in advance by calling the MFC. It is important to take into account that the processing time for the application will increase by at least 2 business days, since the request will be sent from the center to Rospotrebnadzor, and the response message will be sent in the reverse order.
Via Russian Post or other delivery service. In this case, a registered letter must be sent, and an inventory with all documents, indicating their quantity and form (original or copy) is also attached to the envelope itself.
By fax - this method is possible if the Rospotrebnadzor office has the appropriate equipment. Usually the application is sent to organizations this way.
Finally, the most convenient way is to contact the Rospotrebnadzor website. It is important to note that all necessary documents attached to the letter must be scanned. A simple form is filled out, and the request is instantly sent to the address.
Another option for online appeal is filing a complaint through the State Services portal.

However, in this case, you need to have a personal account: users who are not registered on the portal will not be able to file a complaint with Rospotrebnadzor in this way.

And another option for online appeal is to send an email to the mail of the territorial office of Rospotrebnadzor, the address of which can also be found on its website.

What to do if your application is refused

Representatives of Rospotrebnadzor do not have the right to refuse to accept an application even in cases where, in addition to the application itself, the consumer was unable to provide any evidence of the purchase. However, in this case, there is a high probability that the application will be rejected.

If, based on the results of the audit, your stated requirements were denied, you can use several options for further actions:

Submit a repeated complaint with the help of a public or legal organization. In many cities there are societies for the protection of consumer rights and other organizations that provide assistance to citizens on a paid or free basis. Accordingly, service specialists will be able to competently advise and even represent your interests in Rospotrebnadzor by sending a complaint on your behalf.
Draw up an appeal to local or federal deputies in order to conduct an inspection of the seller, as well as the actions of representatives of Rospotrebnadzor, who left the complaint without consideration.
The last resort, as in other cases, is to go to court. In this case, the fact of contacting Rospotrebnadzor and the fact of refusal will serve as additional evidence in the proceedings.

The fact of refusal to satisfy a complaint is recorded in writing and sent to the citizen by physical or e-mail, depending on the method of its consideration. The document must be preserved for further proceedings.

Answers to frequently asked questions

When making a purchase of a product or purchasing a service, a citizen becomes the buyer’s party in a purchase and sale agreement with the seller (store, bank, hospital, etc.). Therefore, it is important to understand the legal implications of this step in dealing with unforeseen situations. Below are examples of the most common cases, questions and answers to them.

How to prove a purchase without a receipt: This is a fairly common phenomenon: when purchasing a product, the buyer does not keep the receipt. First of all, it is important to understand that you can complain to Rospotrebnadzor and other structures in this case, but it will be more difficult to prove the fact of the purchase. Usually, witness testimony and bank statements are used to show that a purchase was actually made in the store (if the payment was made by cashless payment).
How to file a claim regarding the provision of poor-quality services by a travel company: First of all, in these cases, a citizen can contact the company itself - this must be done within 20 calendar days from the date of termination of the contract. A company representative must review the application within 10 calendar days. However, this step is optional - you can immediately send a claim to Rospotrebnadzor.
If you purchased a product for which the instructions are in a foreign language, but do not have a Russian version: in these cases, the buyer also has the right to appeal, since an essential requirement is violated. You can count on an exchange of goods or a refund.
Who pays for the examination of goods: There are two concepts - checking the quality of goods and examination. Quality checks are carried out free of charge for the buyer - for example, at the service, upon purchase, the citizen is shown that the electrical device is working properly and has all the necessary parts included. The examination is carried out at the request of Rospotrebnadzor and at the expense of the seller. Challenging the examination in court can only take place at the buyer’s initiative, but at his expense.
If the product does not fit: Exchange of goods is possible within 2 weeks from the date of purchase, but there are a number of restrictions:

the item must retain its presentation and be in full working order;
All factory labels, instructions, other documents and marks must be preserved;
the sales receipt must be kept (in some cases, stores may, but are not obligated to, make a concession to the buyer);
Food, personal items, perfumes, textiles, household furniture and some other goods are not subject to exchange.

A product was accidentally damaged in a supermarket: do I need to pay for it? This is a very common situation, and the law in this case takes the side of the consumer. If the item was damaged accidentally (i.e. not as a result of hooligan actions), such risks lie solely with the seller.
The item was purchased on sale, and the seller warned in advance that it cannot be exchanged. This case is an example of the illegal behavior of the seller, since he is obliged to exchange any product except food, clothing, textiles, etc. (discussed above).

To be able to competently protect your interests is the task of any consumer. And since the risks of purchasing a low-quality product or service always exist, it is better to study in advance how to act in such situations.

Which organization stands up to protect consumer rights in Russia? That's right, Rospotrebnadzor. Their official name is longer and more complicated, and few people know it, so we won’t write it. All buyers and service providers know that if their rights are violated, protection can be found from Rospotrebnadzor employees. To do this, you need to write a complaint against a store or bank or any other organization through whose fault your rights were violated. Moreover, in order for the application to be accepted, it must be written in accordance with certain rules. Of course, there is no mandatory rule established by law, but there are rules in accordance with which the consumer is obliged to file a complaint. A standard complaint form can be downloaded from our website.

There can be many reasons to write a complaint to Rospotrebnadzor. And each case has its own nuances in how to correctly draw up a complaint, what it should contain, what data must be provided. Many people, knowing and hearing the name of this organizational structure, only have a general idea of the features of the work of Rospotrebnadzor. If you think that you can contact them only based on the quality of the product, then you are sorely mistaken. You can write a statement or submit a complaint to Rospotrebnadzor employees about unlawful actions of bank employees, and about violation of sanitary standards, and against debt collectors, and for many other reasons, since they work not only to protect consumer rights, but also in the field of the well-being of their citizens countries.

Through the feedback form you can contact experienced lawyers. They will tell you for free where exactly you need to go in your current situation (Rospotrebnadzor, judicial authorities, prosecutor's office, etc.).

How to correctly write statements, complaints, complaints to all these organizations. All questions are answered by competent specialists with extensive experience.

Every citizen of Russia should know specifically about what reason they can write to Rospotrebnadzor. To whom and in what case should a complaint about a violation of consumer rights be filed? After all, not only a bank or a store can violate the rights of an ordinary citizen. The responsibilities of this organization are clearly stated in official documents. The scope of activity of Rospotrebnadzor includes many functions that determine the protection of consumer rights and work for the benefit of people.

So, let's look at the main ones:

monitoring sanitary compliance with established standards in public organizations (offices, kindergartens, schools, government agencies, cafes, canteens, restaurants, bistros, etc.);
quality control of prepared products, food production;
radiation control (radiation, medical exposure);
control of the epidemiological state (biological safety, checking those entering the country and those suspected of contracting an infection such as cholera, for example, vaccination, informing residents if there is a danger of infection, etc.);
ensuring the protection of consumer rights;
ensuring protection of rights in case of violation of the terms of service;
scams involving raffles and lotteries;
activities of banks in additional and credit services;
activities of collection organizations;
registration and issuance of licenses for certain types of products and activities;
other responsibilities in the field of welfare of the population in general, and each person in particular, not contradicting Russian legislation and legal norms confirming the activities of Rospotrebnadzor.

If you are unsure whether your case is suitable for filing a claim with this organization, please contact qualified lawyers working on our website for advice.

How to write

To contact Rospotrebnadzor for consumer protection, it doesn’t matter whether you complain about a store or a bank, you must fill out the application correctly. For example, if you do not indicate the rules of law that were violated, you may receive a refusal to accept your application. It would be a grave mistake if you do not write the full name of the store (bank) you are complaining about. You must write down your details so that Rospotrebnadzor employees know who and where to send the response. The essence of the complaint should be stated briefly, but logically and in full. All your requirements must comply with the law. You cannot write whatever you want, it will be unnecessary and will become another reason for refusal. After receiving your complaint, consumer protection officers will have to check the store’s operations and determine whether your words correspond to reality. Provided that your claims are confirmed, certain sanctions will be applied to store/bank employees (all only in accordance with the law). And you will be sent a response about the results.

It is worth remembering that before contacting Rospotrebnadzor, you must write a complaint to the store itself (a bank or other organization that violated the law on consumer protection) and try to resolve everything peacefully and voluntarily (on the part of the violators).

After receiving a refusal from the store regarding your demands, you should contact more competent authorities. If you need help in drawing up an application to any authorities involved in the protection of consumer rights (Rospotrebnadzro, prosecutor's office, court, housing commission, etc.), please contact the experienced lawyers who advise on our website. They will help you write statements in accordance with the requirements of office work and regulatory legal acts. The service is free.

What the consumer should know

You can safely leave your complaints to Rospotrebnadzor employees when purchasing low-quality or expired food (that is, everything that we eat). Also, a statement can be drawn up if cockroaches are running around in public catering places (sanitary standards are violated) or in a store you were weighed incorrectly, or repair services were provided in violation of the contract, or the bank imposed compulsory insurance (which is actually mandatory). is not), etc.

You can safely go to Rospotrebnadzor if the following violations occur:

the seller/supplier/performer sold/provided low-quality goods/services;
safety. That is, the product/service sold/provided to the consumer should not pose a danger to the surrounding world and the consumers themselves and their loved ones;
the veracity of the information provided about the product/service. You must be provided with complete information about products or services;

In case of any violations of your rights (namely, the rights provided for by law, and not the whims caused by your character and emotional state), you must write about the protection of your rights to the competent authorities, including Rospotrebnadzor.

Complaining about the bank

You can complain not only about the store, but also about the actions of bank employees. After all, they are not always legal. You have the right to seek help from illegal bank operations in at least three cases:

incorrect work of the bank's security service in collecting overdue payments on loans (as well as collection organizations);
incomplete and distorted information about interest on loans, credits, mortgages, etc.;
imposition of additional services by bank employees (one-time payments for opening accounts, requirement of compulsory insurance, etc.).

The bank must pay the Central Bank for opening an account, but not a single law states that this money must be demanded from consumers. Contacting Rospotrebnadzor will give you the opportunity to acquire a competent representative in the event of litigation. If you do not trust a government agency, which is not surprising nowadays due to their indifference to human problems and the high level of bureaucracy, contact our lawyers through the feedback form. How can a bank help in solving debt collection difficulties?

Incorrect and sometimes even illegal methods of extracting debts from borrowers are the main problem for Russian citizens. Annoying calls at any time of the day, rude conversations, threats, unpleasant expressions addressed to borrowers. All these actions can cause moral harm.

In such cases, after checking the information received from you, Rospotrebnadzor may impose penalties on the bank, up to and including liquidation of it as an organization. Collectors are especially defenseless. Their organizations are usually half legal anyway. In any case, if necessary, competent lawyers are always at the service of users of our Internet resource.

Complaining about insurers

Very often, insurance companies, taking advantage of the fact that not all consumers have a sufficient level of legal knowledge, try to deceive them. This includes additional paid services that are imposed on clients under the guise of mandatory ones, understatement of the amount of insurance when it becomes necessary to pay it, and a complete refusal of compensation. Usually the excuse is that the current situation does not fall under the insured event. And they begin to ignore your demands or unlawfully delay the payment period.

How quickly you will receive your money and in what amount depends on how correctly you make a claim to insurers or write a statement to Rospotrebnadzor, trying to challenge their actions. A complaint against insurance companies is prepared in almost the same way as against the actions of other organizations. Only the regulatory framework will be somewhat different, the laws will be different. Well, the attached documents (evidence) will also be different. After all, you will first need to prove that the problems you are having are the very notorious insured event. So, let's look at the algorithm by which you can start complaining.

The following situations must exist:

the occurrence of an event that falls within those listed in your insurance;
refusal to provide free medical care;
refusal to provide free medications during hospital treatment, which are included in a special list;
underestimation of the payment that is due to you in accordance with the insured event;
categorical refusal to pay for insurance;
deliberately delaying the date of insurance payments, illegally increasing the terms of insurance payments.

In any of these cases, you can contact Rospotrebnadzor employees or our specialists for advice using the feedback form on the website.

Complaining about the management company

As residents of apartment buildings know, in our country the work of utility workers and employees of management companies leaves much to be desired. You can write a complaint against them, as well as against store employees, to Rospotrebnadzor. The structure of the application will be similar.

The algorithm of actions in this situation is slightly different. If the management company fails to fulfill its direct obligations specified in the agreement or contract, or partially fails to fulfill them, you first write a complaint to their manager. If your requirements are not met, or the performance is poor (again, everything was done carelessly, only the applicant refused), you can submit a claim or application to the housing company. They have to take appropriate action, and that's usually where it ends. But if you were again sent from gate to gate, then, having attached all the necessary documents to your application, you contact Rospotrebnadzor. Consumers should know that they can contact this organization either in writing (on paper) or via the Internet.

If any problems arise with the possible violators of consumer rights listed in today's article, as well as with other organizations and companies, you can try to solve everything without resorting to extreme measures in the form of applications to Rospotrebnadzor, the court or the prosecutor's office.

To do this, first seek advice from experienced lawyers. Qualified specialists will help you draw up a correct complaint, claim, statement, skillfully using modern legislation. The law in the hands of professionals becomes pliable and effective tools for those who want to deceive or offend ordinary citizens. Legal assistance is free.

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

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to know how to solve exactly your problem - contact the online consultant form on the right or call free consultation:

Historically, people in Russia do not like to waste time and nerves on protecting 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 in terms of 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 a consumer point of view are:

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

However, The main task of the service is to protect consumer rights in market conditions, and in this case the market includes a very wide range of services provided 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 responses on them.

Sample claim

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

As a result, when faced with a situation that has caused your indignation, it is worth turning to the governing legislative documents and finding out whether your rights were really violated.

Fortunately, in our time, the necessary certificates can be obtained “in two clicks” on the Internet, so this will not be too difficult for anyone.

The next step is to submit your claims in writing. Rospotrebnadzor does not have any special requirements for filing complaints, so writing an application comes down to standard steps:

the complaint must contain full name of the territorial department of the Federal Service, to which it is submitted, and the surname, name and patronymic of the applicant;
indicate your registration address. As a general rule, this information is located in the upper right corner of the sheet (preferably A4 format). By the way, According to the law of the Russian Federation, an appeal cannot be sent anonymously, so no matter how much you want to stay incognito, you won’t be able to;
after indicating the addressee and author of the complaint, the name of the document is located below in the middle, in the case described - “Complaint”;
Next is the main part of the statement - a description of the violation.

When narrating the following rules should be followed:

presentation style – business, you should avoid overly emotional expressions;
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 compose the descriptive part of the complaint as competently as possible.. After the description, it wouldn’t hurt to add what exactly you want from Rospotrebnadzor (to sort out the situation, fine the perpetrators, etc.).

The next, most important step is cite specific provisions of regulations that were violated. It was already mentioned earlier that your main assistant in this case is the Internet.

Important! Don’t rush to copy the text from the first link you come across into your application. 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 not necessary, but if you have already applied to a structure that violates the law and have written evidence, they must be attached to your application (in this case, it is better to have copies notarized).

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

The above describes the process of writing a complaint manually, but you can also print it. Besides, You can get a form from the Federal Service itself, in which you will need to fill in only the missing data– this can also make filing a complaint much easier.

A sample application to Rospotrebnadzor can be downloaded.

Submitting an application is usually not difficult:

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

It is worth noting that on the Rospotrebnadzor website there is sample application form.

If you still do not like an electronic message, you can use the services of regular mail; in this case, it is better to leave a registered letter with acknowledgment of receipt at the post office.

Application consideration period

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

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

There is also a 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, it will also not consider the complaint.

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

How to file a complaint?

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

poor quality 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;
charging excessive fees for housing and communal services and other violations in the housing and communal services sector;
violations rules of trade, including through an online store.

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

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

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

Also quite there are often cases of weighing or shortchanging customers.

It is worth considering that the issue of counting and weighing the buyer falls within the competence of the Office for Combating Economic Crimes.

In what cases can you complain about a bank?

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

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

Most often this manifests itself in the following actions:

imposing additional services, for example, insurance, or commissions;
restriction of access to information about bank services provided to the consumer. Small letters in white at the end of the contract are the same case;
imposition of unplanned credit cards with hidden commission;
transfer of client’s personal data various agencies and services.

Attention! Control over the safety of a citizen’s personal data is the responsibility of the Federal Service for Supervision of Communications, Information Technology and Mass Communications.

To Russian Post

Is it possible complain to Rospotrebnadzor about Russian Post? 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 Communications.

It is better to send complaints about low delivery speed, damage, and other problems with mail to the Federal Service for Supervision of Communications.

For children's educational institutions

It also occurs quite often problems in preschool educational institutions, that is, kindergartens.

You can complain to Rospotrebnadzor about a kindergarten 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 school where the child is studying. Another method of influencing an educational institution is contacting local education departments and the Federal Service for Supervision of 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 submit a written complaint directly to the person/organization providing the services. This can resolve the conflict much faster, otherwise you will have evidence of attempts to resolve the problem in a “peaceful” way.
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 it is to be refused.

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

Almost every person has had situations where he was sold a low-quality product or was treated rudely in a store.

The Federal Service for Supervision of Consumer Rights Protection and Human Welfare, Rospotrebnadzor, helps defend consumer rights. The article will discuss drawing up a complaint to this body.

The main task of Rospotrebnadzor is to protect consumer rights

Most citizens think that contacting Rospotrebnadzor will help solve a problem when you were deceived in a store or the seller refused to fulfill his duties. Of course it is.

The law on the protection of consumer rights applies not only to stores, but to almost all existing companies: banks, insurance companies, travel agencies, online stores, gas stations, management companies, public transport, all kinds of service services - all those organizations with which we We encounter every day.

Thus, if you purchase a product or service from someone, you are automatically subject to the above-mentioned law.

Today we very often come across public offers - in stores, online stores and dozens of other places. A public offer also falls under the consumer protection law. Therefore, by clicking the “agree with the rules” button in any online store, you get the right to defend your interests through Rospotrebnadzor.

Thus, a complaint to Rospotrebnadzor can be sent in completely different situations if your consumer rights have been violated.

The most common reasons for contacting a supervisory authority:

Refusal of the seller to exchange or return money for goods of inadequate quality.
Denial of service.
Substitution of a product desired by the consumer with another.
Silence about the implicit properties of the purchased product.
Imposing an additional product or service along with the purchased one (insurance, service contracts, additional service packages).
Insulting the personality, honor and dignity of the consumer.

What you need to know about Rospotrebnadzor

When contacting Rospotrebnadzor, you need to clearly define what goal you are pursuing

Before proceeding directly to drawing up a complaint, you need to understand what goal you are pursuing.

If you just want to create an additional headache for the organization where you were rude or deceived, then the complaint is written in free form with a minimum set of necessary points.

Rospotrebnadzor is obliged to respond to it based on the mere fact of your appeal. In any case, he will check the documents of the organization or send his specialists with an unscheduled inspection.

If you set a specific goal of restoring justice, punishing the perpetrators and compensating for damages, you need to take into account the following nuances:

Rospotrebnadzor, like any government agency, is highly bureaucratic. This means that he will be reluctant to take initiative. In reality, months may pass from the moment of filing a complaint to concrete action. Therefore, prepare in advance to monitor the status of your case and, if necessary, “adjust” consumer rights advocates.
If you are faced with an extremely unscrupulous seller who initially does not want to return your money or exchange the goods, then a complaint to Rospotrebnadzor will do little. In any case, you will have to go to court, since only he can oblige the contractor to return funds and compensate for damages. Complaining here can score a few extra points in your favor during the trial.
Experts in the field of civil law strongly recommend that, along with a complaint to the supervisory authority, submit a written complaint to the seller himself.
To make the consideration of your complaint go faster and have a greater effect, try to do part of the work for the government agency: describe the problematic situation as accurately and competently as possible, provide links to current regulations, collect contacts of the defendant in the complaint, etc. If necessary, engage an experienced lawyer to do this.
The maximum that Rospotrebnadzor can do is to impose an administrative fine on the contractor. Its size does not exceed ten thousand rubles. Therefore, it is often easier for the seller to pay a fine than to return your money for an expensive product. In this case, you need to immediately prepare for the trial.

How to file a complaint

When filing a complaint, you must adhere to certain rules

When writing a complaint, you must adhere to certain rules:

A heading is written in the upper right corner: to whom and from whom the complaint was sent. The full name of the territorial office of Rospotrebnadzor, your full name and registration address are indicated here.
The name of the document is written in the center - in our case it is a complaint.
Then you need to state the essence of the problem. Remember: accuracy of presentation with time, dates, names, addresses will speed up the response to your appeal. Adhere to a business style of communication: minimum emotions and maximum brevity. Another rule is to talk about events in chronological order: that is, as you observed them, without running ahead or jumping back.
Provide at least a minimum set of laws and other regulations that were violated.
If you attach any documents to the complaint (copies of contracts, audio and video recordings, written refusals from the seller), then mention them at the end of the complaint.
At the end of the complaint, your signature and date of compilation are placed.

For convenience, you can download.

Writing a regular complaint to Rospotrebnadzor is not difficult at all. Now you can do this without leaving your home through the official website of the service. It’s another matter to get a reaction from a government agency and defend your rights. This may take you a lot of time and effort. But if you are confident that the damages you are recovering are worth all these costs, go ahead.

Watch the video about the protection of consumer rights by Rospotrebnadzor: