Government established usage norms of Complaints book

The Regulation regarding the usage of the Complaints book, adopted by the Government, is active as of Friday, October 13. According to the Law of consumer rights protection, the Executive decided that commerce and services companies will have to register the consumer’s critics and reclamations in the Complaints book, and the local public administration authorities will see that every company has a well kept Book of complaints. In commercial enterprises and in companies that offer services, the Complaints book must be kept at each floor and in the places where the service or merchandise is acquitted. In pavilions and booths this book should be kept in a visible place. The head of the company has to evaluate within 2 days the complaints and must take necessary means to solve the problem. He must also write the measures taken on the back side of the complaint and must inform the complainer within 5 days through a letter or by phone, if the latter specified in the complaint his address or his telephone number. If the consumer complained about improper products, the term and means of solving are foreseen by the Law regarding consumer rights protection (at most 14 calendar days from the complaint was written). If solving the request requires more than 5, the head of the company must establish the required term, not greater than 14 days, and writes the according notes to the complaint. The Complaints book is a document that cannot be replaced until its full completion. Persons that violate the book record keeping will be drawn to administrative responsibility, according to the law.