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

The complaint is one of the forms of protection of the rights of citizens. Almost every person faced this term to some extent. So I want to remember the catch phrase: "I'll complain, I'll find a way for you to rule!" 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 response to the complaint depends on the particular type of paper mentioned. We list the main:

• Court complaints. These are appellate, cassational, 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 acts or omissions 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 of these concepts in this case are legally equivalent. Regulated, as a rule, the code of administrative 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 a 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 Protection of Consumers' Rights", every institution should have a book of comments and suggestions. The answer to the complaint is obligatory. At the request of the client institution must provide it.

How to respond to "provocateurs"?

Some citizens often abuse their rights 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.

Suppose the situation. A woman entered the internet cafe. She asks for help from the administrator to send a letter, find information and then on the list for half an hour. The employee has to get out of 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. The staff is 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 examined 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 the legislative obligation, which the Civil Code of the Russian Federation provides. Staff should be aware 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 opinions and suggestions are conditionally divided into three categories:

1. "Provocators." The purpose of their visit to the institution is to leave a negative record. It can be competitors, ill-wishers, etc.
2. "Scandals". They like to assert themselves at the expense of the store staff. The goal is not a record in the book reviews, but any situation leads them out of themselves, and they begin to scandal. Often such incidents result in a negative response.
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 company's work.

The head of the enterprise should be treated with all seriousness to all complaints. The first category of people is very rare. The second is more frequent, but sometimes the appearance of such records is really to blame employees. Complaints from the third category - an alarming signal, since some citizens can apply to the court or Rospotrebnadzor with an official statement. This can lead to various penalties and compensation for non-pecuniary damage.

Repeated complaint from the same person

Let's return to the case with a lady in an Internet cafe. Recall, she returned to the institution and again "nakatala" in the book reviews. What to do in this situation?

The sample of the response to the complaint will be approximately this way: "The repeated remark does not contain additional information. The consideration is denied. " And that's all. "Provocateur" can only go to court or complain to the authorities, but this is fraught with the reverse consequences of the administration of the enterprise. You can write a counterclaim.

Have written and forgotten?

As for the response of the administration, then, according to the law, the period for considering the complaint is two days. Within five days, measures should be taken to eliminate the shortcomings (preventive conversation with employees, replacement of goods, etc.). If the applicant has left his address or telephone, then within five days he must also be notified - either in writing or by phone.

In the event of a time deficit necessary to correct deficiencies or for an objective "internal" proceeding, the administration of the enterprise has the right to extend this period to 15 days, notifying the applicant at the same time. But the deadline for responding to a complaint is very often not respected.

Basic violations

Inspections of Rospotrebnadzor at various enterprises indicate frequent violations related to citizens' complaints.

Namely:

• The deadline for responding to a complaint has been violated.
• There are no books of reviews in the places provided by law (they are, as a rule, in the corner of the buyer in a place accessible to the visitor).
• The absence of the necessary marks in the book of responses on the measures taken to eliminate the shortcomings. Complaints are simply ignored.

The complaint book: the response to the complaint. "Put out a light to avoid a fire"

As a rule, records in the "plaintive" are connected with claims to the enterprise. Often people are offended by "improper" maintenance. That is, claims are related to the service. Of course, not all, but most. Complaints against more serious violations are sent to the controlling state bodies - the prosecutor's office, the Rospotrebnadzor. Although before this, attempts are being made to settle the situation with the store.

But back to the book reviews. "The customer is always wrong." Often this is the credo of many employees. Rudeness, dishonesty and other things related to the service of the enterprise. These are moral claims, which in the case of a "war" will outgrow the enterprise for real losses (loss of reputation, compensation for moral harm, etc.).

For this reason, it is necessary 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 on the phone.
• Mandatory apology.
• Gratitude for the claim. How should the response to the complaint look like? 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 arise again. We will be glad to see you again in our store. " Too many pronouns in three short sentences, but this technique creates the 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

Model the situation to understand how to properly respond to a complaint. For example, a young family has collected all the documents in the Social Security Service to receive child support. After that, no "news" from the state agency was received. Then the young mother decided herself to find out about the reasons for "silence." As it often happens, she was rude there, no explanation was given. Of course, they did not list the money either. There was also no refusal to grant a benefit. It seemed that ships could not be avoided. Several months passed. The family hired a lawyer who drafted the lawsuit. But before taking it to the "abode of Themis", they wrote an application to the prosecutor's office. In it, they complained about the illegal omission of social protection.

Suppose, in our example, the prosecutor's answer to the complaint turned out to be surprisingly lightning fast. Within 10 days, the family received a response on the merits of the case. Within a month all debts were paid. Also, a letter was received, a response to the complaint, and not only from the prosecutor's office, but also from the leadership of the social protection (by law, they could not do this), and even with apologies. In addition, employees repeatedly brought them by phone (which was also not their responsibility), they admitted their mistakes.

Such actions in the majority of cases stop people from further proceedings. Here is a good example of how to correctly respond to complaints from citizens.

Official written complaint of the client

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

• As a rule, the official appeal is submitted for the purpose of "pre-trial settlement". It speaks of the "serious" attitude of the applicant.
• The deadline for responding to a complaint is different from the "book" claim. Make up 10 days from receipt.

Reply to complaint: example

If you received a written request from the client and are sure that you are right, then you need to give the most reasoned answer. In such answers, it is desirable to describe in as much detail the legislative basis for the lawful refusal, but in absolutely confidential terms.

What is the best way to compile (in this case, to draw up, not write) the response to the complaint? An example is given below:

"Dear (I) Surname, I sincerely regret that you were in a similar situation. We are on your side and sincerely want to help you. But the situation is that we can not do this from the point of view of the legislation. Our actions will violate the following legal acts: (we list). Accept our sincere apologies. We hope to see you again in our store. Wish you all the best! Sincerely, the administration (name of the organization). "

Please sort out the state bodies

The complaint to the state bodies on paper carriers falls under the Federal Law "On written appeals of citizens". It includes all complaints to the controlling state bodies: the prosecutor's office, the labor inspection, Rospotreznadzor, Rosmednadzor, Rosobrnadzor, etc. There are many supervisions in Russia, everything is difficult to list.

According to the mentioned Federal Law, the answers to the complaints of citizens are obliged to give within 30 days from the receipt of the appeal. But there are cases of prolongation of this period for another 30 days.

For example, the prosecutor's answer 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 period for consideration of the complaint for another 30 days (this is the maximum), after which a notice is sent to the applicant stating the reason.

Anonymous complaints

Anonymous complaints are not considered by state bodies. Imagine how many abuses would have been if the law had not limited it. Verification by the prosecutor's office or labor inspection could be on any day on the basis of the application of "anonymous well-wishers".

Of course, the state agency can react to such a letter about a crime. However, he must declare this to the law enforcement agencies on his own behalf. In our country, it so happens that this happens very rarely. It's easier, as they say, "close your eyes" and pass by.

There is no response to a complaint from the prosecutor's office

The prosecutor's office, according to the Federal Law "On written appeals of citizens", 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 term was extended to 60, but with obligatory notification of the applicant) to the complaint within its competence. If there are no answers from the government agency, you can complain about inaction:

• To a higher prosecutor;
• to court.

Complaints to the court

Judicial complaints require a serious legal qualification. Without special knowledge and skills, such a document can not be drawn up. Depending on the purposes there are:

• Appellate and cassation complaints against sentences of courts.
• Private complaints. Also on various definitions and sentences of the world, district courts.
• Private complaints to the qualified board on the action (inaction) of the servant Themis.

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

As a rule, the reaction should be followed within 10 days. The answer (determination) should indicate the compliance of the complaint with the legislation, as well as the timing, procedure for its consideration. If you leave it without traffic, you need to know that the procedure for appealing against such a decision has been prescribed.