If you are denied compensation for damage after buying low-quality goods or providing services of inadequate quality, you can contact the local self-government bodies, Rospotrebnadzor, the Consumer Rights Protection Society or the court.
Consumer rights in Russia are protected by the Law of the Russian Federation No. 2300-I of February 7, 1992 on the Protection of Consumer Rights. АиФ.ги tells you in what cases and where citizens should apply.
Which agency should I contact in case of violation of consumer rights?
In case of violation of consumer rights, you can contact:
1. Local self-government body (Article 44 of the law “On Consumer Rights Protection”)
Here you can get:
- consultation;
- response to the complaint.
In order to protect the rights of consumers, local governments also have the right to prepare an appeal to the court to protect your rights.
According to the law, when purchasing (providing) low-quality goods (services), local self-government bodies must notify the federal executive authorities that control the quality and safety of goods (works, services).
2. Consumer Rights Protection Society (Article 45 of the Law “On Consumer Rights Protection”)
Here you can get:
- & nbsp; consultation;
- expert opinion of an independent expert examination (the consumer must pay for the examination. If the experts determine the presence of a manufacturing defect, the seller (manufacturer) is obliged to reimburse the consumer for the costs of conducting it (paragraph 5 of Article 18 of the law));
- assistance in drafting a claim and statement of claim to arbitration courts and courts of general jurisdiction.
3. Rospotrebnadzor (Article 40 of the law “On the protection of consumer Rights”)
Complaints about violations of consumer rights are also considered by Rospotrebnadzor. You can apply to the Federal Service for Supervision of Consumer Rights Protection and Human Welfare (Rospotrebnadzor) for:
- consultation;
- sanitary and epidemiological conclusion;
- conducting an inspection of the seller (contractor);
- drawing up a protocol on an administrative offense;
- preparing an appeal to the court in defense of your rights.
You can apply to Rospotrebnadzor for the protection of your rights electronically through the official portal of the department, through the website of the State Services, at a personal reception at consulting points and centers for consumers, through the MFC, by calling hotlines, as well as in writing.
4. Judicial instance
You can also act independently and contact the seller (contractor) with a pre-trial claim. If, after the claim, you were denied satisfaction of the claims, you can apply to the court with a statement of claim. The application can be submitted at the place of residence, at the location of the defendant or at the place of conclusion (execution) of the contract.
If the seller or contractor does not satisfy your requirements voluntarily, the court will also charge him a fine in your favor in the amount of 50% of the amount awarded to you. The state service of the Federal Bailiff Service will help you to get the recovered amount.
What will happen if the defendant does not agree with the court’s decision?
If the defendant refuses to execute the court decision, enforcement proceedings will be initiated and measures will be taken to enforce the court decision.
What evidence should be collected in order to file a claim?
First of all, you should take a picture or video of all the violations. It will not be superfluous to provide witness testimony. It is desirable that your close people do not act as witnesses. Also, in case of violation of consumer rights, you can call the police to collect all the evidence.
In what situations can you file a complaint?
Citizens have the right to address any questions if they believe that their rights as consumers have been violated. So, you can file a complaint, for example, if:
- the price of the product at the checkout was higher than its value indicated on the price tag in the trading floor;
- the receipt contains goods that you did not buy;
- the sealed packaging of the purchased goods is damaged or the expiration date of the goods has already expired;
- you were sold a fake product under the guise of the original at the price corresponding to the original;
- an item of a different size or a product of improper quality was sent to you from an online store;
- a service was imposed on you that you did not plan to purchase;
- you were forced to conclude a life or property insurance contract, explaining that the service is not provided without this contract;
- a loan agreement was concluded with you through verbal manipulation and psychological pressure;
- in the ordered dish, you found an inedible foreign object or an ingredient not specified in the menu;
- after visiting a beauty salon, you had side effects of the procedure that you were not warned about;
- the water in your tap does not meet the requirements;
- garbage is not taken out near your house;
- basements, attics, etc. are cluttered in the common areas of your house;
- there is an increased level of noise, vibration, etc. near the residential building.
Most often consumer complaints relate to the purchase of low-quality goods, the provision of services not in full, as well as charging excessive fees for housing and communal services.