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have pen, will travel
have pen, will travel
never realised what a performance these complaint books are, to be filled out in triplicate, copies sent to relevant authorities...etc etc.
wonder if camara offices have them? yeah right!
this from the observer
Friday, March 17, 2006
Consumers’ Rights
Absence of Complaints Book incurs higher fines
3/15/2006 8:26:00 PM
The list of suppliers of goods and services obliged to have a complaints book has been extended and fines up to 30,000 euros can be incurred if it is not in place. Check here to see who is obliged to have this instrument for protecting the rights of consumers.
According to DECO, the consumer rights organisation, the new legislation, which has been in force since the beginning of 2006, has obliged kindergartens and creches, leisure activity centres, homes and similar institutions with agreements with social security, as well as institutions of private and cooperative education, to have a complaints book available for their users.
Hairdressers, beauticians, establishments providing tattooing and piercing services, and gymnasia are similarly affected.
Providers of services such as transport, telephone, water, gas, electricity, internet access and post, retail shops and other commercial establishments, laundries and ironing shops, venues for shows, vehicle repairs, filling stations and car parks are also covered by the law, as well as pharmacies, insurance companies, insurance agents and brokers, and credit institutions.
Previously, tourist accommodation businesses, restaurants and bars, travel agents, rural tourism, games and leisure centres, holiday camps and spas were obliged to have a complaints book, which the consumers’ association regards as one of the most practical and common ways for the consumer to present a complaint when something goes wrong in the provision of a service or in the purchase of a product.
Also included were schools, driving exam centres and vehicle inspection centres, clinics, laboratories, private hospitals and rehabilitation centres, estate agents and funeral agencies, as well as private charity institutions and social and domiciliary support services.
Putting up a notice indicating the existence of the complaints book in a visible location is compulsory in all establishments, and the name of the organisation empowered to deal with the complaint must also be given.
Exercising one’s right to complain at no expense
The complaints book allows consumers to complain immediately at no expense, and even if the body to which the complaint is sent cannot solve the problem any more, this form of making a complaint can avoid other citizens facing the same problems.
The complaints are recorded in the book in triplicate and the person in charge of the establishment has to hand the duplicate of the complaint to the client and has five working days to send his/her copy to the body empowered to assess it.
For their part, consumers can also send the complaint to the same body, to be sure that it reaches its destination. A third copy of the complaint remains in the book and may not be removed.
After analysing the complaint, the organisation in question decides whether to penalise the establishment or institution or not. If the information given is not sufficient to proceed with an administrative offence, the establishment has 10 days in which to present evidence in its defence.
So that the system works well, there are some rules to remember and it is important to complete the complaint form carefully. Using a ballpoint pen (so that the complaint cannot be rubbed out) and writing legibly are important, as well as objectivity.
After giving information about the establishment or service in question (name and address) identify yourself correctly and add the date and time of the complaint.
All documents which prove the cause of the complaint, such as invoices, contracts, brochures, photographs and the copy of the complaint should be kept. Having a witness who can back up what you are alleging can help, if the complaint follows the due procedure.
For their part, owners of establishments may not demand that any identity document be presented when the complaints book is requested, as a condition for presenting it.
If access to the book is denied, calling the police to try and solve the problem is the next step. Two written complaints can be sent to the body responsible for the activity or service: one about the situation that led to the request for the complaints book; the second because of the refusal to provide it.
If the institution or body providing the goods or service fails to comply with the rules concerning the complaints book, it can face proceedings of an administrative offence. In the case of companies, the fine can, in some circumstances, be as much as 30,000 euros.
wonder if camara offices have them? yeah right!
this from the observer
Friday, March 17, 2006
Consumers’ Rights
Absence of Complaints Book incurs higher fines
3/15/2006 8:26:00 PM
The list of suppliers of goods and services obliged to have a complaints book has been extended and fines up to 30,000 euros can be incurred if it is not in place. Check here to see who is obliged to have this instrument for protecting the rights of consumers.
According to DECO, the consumer rights organisation, the new legislation, which has been in force since the beginning of 2006, has obliged kindergartens and creches, leisure activity centres, homes and similar institutions with agreements with social security, as well as institutions of private and cooperative education, to have a complaints book available for their users.
Hairdressers, beauticians, establishments providing tattooing and piercing services, and gymnasia are similarly affected.
Providers of services such as transport, telephone, water, gas, electricity, internet access and post, retail shops and other commercial establishments, laundries and ironing shops, venues for shows, vehicle repairs, filling stations and car parks are also covered by the law, as well as pharmacies, insurance companies, insurance agents and brokers, and credit institutions.
Previously, tourist accommodation businesses, restaurants and bars, travel agents, rural tourism, games and leisure centres, holiday camps and spas were obliged to have a complaints book, which the consumers’ association regards as one of the most practical and common ways for the consumer to present a complaint when something goes wrong in the provision of a service or in the purchase of a product.
Also included were schools, driving exam centres and vehicle inspection centres, clinics, laboratories, private hospitals and rehabilitation centres, estate agents and funeral agencies, as well as private charity institutions and social and domiciliary support services.
Putting up a notice indicating the existence of the complaints book in a visible location is compulsory in all establishments, and the name of the organisation empowered to deal with the complaint must also be given.
Exercising one’s right to complain at no expense
The complaints book allows consumers to complain immediately at no expense, and even if the body to which the complaint is sent cannot solve the problem any more, this form of making a complaint can avoid other citizens facing the same problems.
The complaints are recorded in the book in triplicate and the person in charge of the establishment has to hand the duplicate of the complaint to the client and has five working days to send his/her copy to the body empowered to assess it.
For their part, consumers can also send the complaint to the same body, to be sure that it reaches its destination. A third copy of the complaint remains in the book and may not be removed.
After analysing the complaint, the organisation in question decides whether to penalise the establishment or institution or not. If the information given is not sufficient to proceed with an administrative offence, the establishment has 10 days in which to present evidence in its defence.
So that the system works well, there are some rules to remember and it is important to complete the complaint form carefully. Using a ballpoint pen (so that the complaint cannot be rubbed out) and writing legibly are important, as well as objectivity.
After giving information about the establishment or service in question (name and address) identify yourself correctly and add the date and time of the complaint.
All documents which prove the cause of the complaint, such as invoices, contracts, brochures, photographs and the copy of the complaint should be kept. Having a witness who can back up what you are alleging can help, if the complaint follows the due procedure.
For their part, owners of establishments may not demand that any identity document be presented when the complaints book is requested, as a condition for presenting it.
If access to the book is denied, calling the police to try and solve the problem is the next step. Two written complaints can be sent to the body responsible for the activity or service: one about the situation that led to the request for the complaints book; the second because of the refusal to provide it.
If the institution or body providing the goods or service fails to comply with the rules concerning the complaints book, it can face proceedings of an administrative offence. In the case of companies, the fine can, in some circumstances, be as much as 30,000 euros.
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