Sample response to the complaint. Term of consideration of citizens' complaints

The complaint is one of the forms of protecting the rights of citizens. Almost every person has encountered this term to some extent. So I want to remember the catch phrase: "I'll complain, I'll find a way to you!" Many, of course, do not take such cries seriously, but in vain. In the article we will explain this concept in detail and give an approximate sample of the response to the complaint in order to prevent the development of the conflict. It is in the interests of both entrepreneurs and customers. But first things first.

Types of complaints

The sample of the response to a complaint depends on the particular type of paper mentioned. We list the main:

• Judicial complaints. These are appellate, cassation, private on the determination or on the actions of the court. Thus, this concept is close to the meaning of "statement of claim." Regulated by the Civil Procedure Code of.
• Complaints to state bodies against actions orinaction of officials, organizations, enterprises. For example, in the state inspection for violation of labor rights, the prosecutor's office, etc. A synonym for the word "statement". Both these concepts in this case are legally equivalent. Regulated, as a rule, by the code of administrative legal proceedings of the Russian Federation and the Code of Administrative Offenses of the Russian Federation.
• Complaints against trade enterprises, shops, etc. Can be in the form of a personal application, as well as written in the book of comments and suggestions. In Soviet times it was called a "plaintive book". In this sense, it is synonymous with the concept of "claim". Regulates its civil code of the Russian Federation. Next, let's talk about the claims.

"Give a plaintive book"

According to the Law "On the Protection of Consumer Rights", each institution should have a book of comments and suggestions. The answer to the complaint in it is mandatory. At the request of the client institution must provide it.

How to respond to "provocateurs"?

Some citizens often abuse their right and try to assert themselves at the expense of the staff of the institution. They tend to write negative reviews for any reason, and sometimes without it.

Let's assume the situation. A woman entered the Internet cafe. She asks for help from the administrator to send the letter, find the information and then on the list for half an hour. The employee has to leave the cash register and help the lady. As a result, "instead of thank you" she takes a book of reviews and "scribbles" a whole page of negative information. She was "nagged, rude, poorly serviced", etc. A week later the woman comes again to check if her record has disappeared, and again leaves a negative review for half a page. Employees are at a loss, the owner too. What will the employees of Rospotrebnadzor say?

In fact, there is nothing to be afraid of. But you still need to react. The sample of the response to the complaint will look something like this: "In essence, the claim was audited by the administration. A conversation was held with the staff. It is recommended to treat attentively the wishes of customers. Full name, position, painting, number. " Any complaint, regardless of the degree of "guilt" of employees, should be dealt with in detail.

The reason is not in the legislative obligation thatprovides for the Civil Code of. Staff should know that any feedback is fraught with consequences. Such a measure will "increase" the responsibility for actions to clients, mobilize staff, teach them how to work with objections, and so on.

Who writes complaints?

People who leave negative comments in the book of comments and suggestions are conventionally divided into three categories:

1. "Provocateurs". The purpose of their visit to the institution is to leave a negative note. This may be competitors, detractors, etc.
2. "Scandalists." They love to assert themselves at the expense of store personnel. The goal is not to write in the book reviews, but any situation deduces them from themselves, and they begin to make trouble. Often such incidents end with a negative review.
3. "Angry." These are ordinary citizens who are really "brought to the boiling point." Such people, as a rule, do not like to complain, but they do it when they are literally forced. They are the "litmus test" of the enterprise.

The head of the company must be treated withall seriousness to all complaints. The first category of people is very rare. The second is more often, but sometimes employees are really to blame for the appearance of such records. Complaints from the third category - an alarm signal, because some citizens may apply to the court or the Federal Service for State Supervision with an official declaration This can lead to various penalties and non-pecuniary damage.

Repeated complaint from the same person

Let's return to the occasion with the lady in the internet cafe. Recall, she returned to the institution and again "dashed off" in the guest book. What to do in this situation?

A sample response to a complaint would be about asThe key: “Re-comment does not contain additional information. Refused to consider. " And that's all. The “provocateur” can only go to court or complain to official bodies, but this is fraught with the opposite consequences from the administration of the enterprise. You can write a counter statement.

Written and forgotten?

As for the administration’s response,law, the period for consideration of the complaint is two days. Within five days, corrective measures should be taken (preventive discussion with employees, replacement of goods, etc.). If the applicant left his address or telephone, then within five days he must also be notified - either in writing or by telephone.

In case of shortage of time required forelimination of deficiencies or for objective “internal” proceedings, the administration of the enterprise has the right to extend this period to 15 days, informing the applicant. But the deadlines for responding to a complaint are very often not respected.

Major Violations

Inspections of Rospotrebnadzor at various enterprises speak of frequent violations concerning citizens' complaints.

Namely:

• Violated deadlines for responding to a complaint.
• There are no review books in the places prescribed by law (they are usually in the buyer's corner in a place accessible to the visitor).
• The lack of necessary marks in the book reviews of the measures taken to address the deficiencies. Complaints are simply ignored.

The book of complaints: the answer to the complaint. "We extinguish the light to avoid fire"

As a rule, the “complaint” records are related toclaims to the enterprise. Often people are offended by the "wrong" service. That is, claims related to the service. Of course, not all, but most. Complaints of more serious violations are sent to the controlling state agencies - the prosecutor's office, Rospotrebnadzor. Although before this, attempts are being made to resolve the situation with the store.

But back to the guestbook. "The customer is always wrong." Often this is the credo of many employees. Rudeness, bad faith and other things related to the service company. These are moral claims, which in the event of a “war” will escalate to the enterprise in real losses (loss of reputation, compensation for moral harm, etc.).

For this reason, you need to do everything and even more to “cool” the client:

• As soon as possible, send a response to the client’s complaint. It is desirable in writing and by telephone.
• Mandatory apology.
• Gratitude for the claim. What should the response to a complaint look like? An example of writing: “Dear Ivan Petrovich, thank you for pointing out our shortcomings, we will definitely improve our service. We hope that such an incident will never occur again. We will be happy to see you again in our store. ” Too many pronouns in three short sentences, but this technique creates a psychological appearance of "live" communication.

These measures will not only avoid further proceedings, but also get a loyal and satisfied customer.

How to respond to complaints

We will model the situation in order to understand how torespond to the complaint. Suppose a young family has collected all the documents to the Social Security Service for receiving child support. After that, no "news" from the state body was received. Then the young mother decided to find out about the reasons for the "silence." As is often the case, she was rude to her, no explanations were given. Of course, money was also not transferred. No refusal to grant benefits also came. It seemed the court can not be avoided. It's been a few months. The family hired a lawyer who filed a lawsuit. But before taking it to the "monastery of Themis," they wrote a statement to the prosecutor's office. It complained about the unlawful inaction of social protection.

Suppose, in our example, the response of the prosecutor's office tothe complaint was surprisingly lightning fast. Within 10 days the family received a response on the merits of the case. During the month all the debt was paid. Also, a letter-response to the complaint was received, and not only from the prosecutor's office, but also from the leadership of social security (by law, they could not have done this), and even with apologies. In addition, employees several times brought them over the phone (which was also not part of their duties), acknowledged their mistakes.

Such actions in most cases stop people from further trials. Here is a clear example of how to correctly respond to citizens' complaints.

Official written customer complaint

It is necessary to give an answer to the complaint of a client who wrote it not in the book of reviews, but sent a written application to the legal address, taking into account the following features:

• As a rule, an official appeal is filed for the purpose of “pre-trial settlement”. It speaks of the applicant’s “serious” attitude.
• The time frame for responding to a complaint is different from a “book” claim. Make up 10 days from receipt.

Complaint response: an example

If you received a written request from a clientand are confident that they are right, it is necessary to give the most convincing answer. In such answers, it is desirable to state the legal basis of a lawful refusal in as much detail as possible, but in absolutely confidential tones.

What is the best way to make (in this case, to make, rather than write) the answer to the complaint? An example is given below:

“Dear Name, we sincerely wish you were in a similar situation. We are on your side and sincerely want to help you. But the situation is such that we cannot do this in terms of legislation. Our actions will violate the following regulations: (list). Please accept our sincere apologies. We hope to see you in our store again. Wish you all the best! Sincerely, the administration (name of the organization) ".

Please sort out the state bodies

Complaint to the government on papercarriers falls under the Federal Law "On written appeals of citizens." It includes all complaints to the controlling state agencies: the prosecutor's office, the labor inspectorate, the Rospotrebnadzor, Rosmednadzor, the Rosobrnadzor, etc. There are many supervisors in Russia, it is difficult to list everything.

According to the aforementioned Federal Law, responses to complaints of citizens are required to be given within 30 days from the receipt of the application. But there are cases of extending this period for another 30 days.

For example, the response of the prosecutor's office to the complaint. Before this, it is necessary to conduct a thorough investigation (request documentation, call, interview, etc.). 30 days is not enough. In this case, the prosecutor's office extends the time for consideration of the complaint for another 30 days (this is the maximum), after which a notification is sent to the applicant stating the reason.

Anonymous complaints

Anonymous complaints are not considered by government agencies. Imagine how much abuse there would be if the law did not limit it. Inspection by the prosecutor’s office or labor inspectorate could be on any day on the basis of the application of “anonymous well-wishers”.

Of course, the state agency can respond to suchletter of any crime. However, he is obliged to report this to law enforcement agencies on his own behalf. In our country, it so happens that this happens very rarely. Simply, as they say, "close your eyes" and walk past.

No response to the complaint from the prosecutor's office

Prosecutor's office, according to the Federal Law "On written appealscitizens ”, as well as the Federal Law“ On the Prosecutor’s Office ”, is obliged to give a written response within 30 days (in special cases, the period has been extended to 60, but with mandatory notification of the applicant) to the complaint within its competence. If there is no response from the state body, you can complain about inaction:

• to a higher prosecutor;
• to court.

Complaints to the court

Court complaints require serious legal qualifications. Without special knowledge and skills such a document is not compiled. Depending on the goals there are:

• Appeals and appeals against court sentences.
• Private complaints. Also on various definitions and sentences of world, district courts.
• Private complaints to a qualified board for the action (inaction) of the servant of Themis.

The court’s response to a complaint depends on the specific case provided for by the civil procedure, criminal procedure code, as well as by the CAS of the RF and the Administrative Code of the RF.

As a rule, the reaction should follow during10 days. The response (definition) should indicate the compliance of the complaint with the law, as well as the timing, procedure for its consideration. If it is left without movement, it is necessary to know that an order of appeal against such a decision has been registered.