In Ukraine, the mandatory maintenance of the Book of Reviews and Suggestions has been abolished. Instead, more modern communication methods are being introduced, such as call centers and various means of electronic feedback. Where and how can consumers now complain, and what legal mechanisms are currently provided for this?
Where to complain to consumers: advice from lawyers
The obligation of a business entity engaged in trade in consumer goods to have a book of reviews and suggestions was officially abolished by the Cabinet of Ministers in 2019. This obligation was finally abolished by the Ministry of Economy, Trade and Agriculture in 2020 for entities engaged in commission trade in non-food goods.
Today, a business entity that trades in consumer goods is obliged to ensure the presence of a buyer's corner in a visible and accessible place, which contains information about the name of the owner or his authorized body, addresses and phone numbers of bodies that ensure the protection of consumer rights, the specialist reminds.
In the event of a violation of consumer rights, the consumer may contact the State Service for Food and Consumer Protection or its territorial body by sending a written or electronic appeal.
What should be in the application:
- last name, first name, patronymic (if available) of the author of the appeal;
- the essence of the issue raised (complaints, suggestions, requests, comments, demands, etc.);
- signature of the author of the appeal (for an electronic appeal - electronic digital signature);
- the email address of the author of the appeal or information about other means of communication with him.
The consumer can also file a complaint with the state tax service (for example, in case of violation of the established procedure for conducting settlement transactions, violation during retail trade in excisable goods, retail trade in goods without obtaining an appropriate license, etc.) - advise lawyers.
In addition, the consumer can contact the government hotline 1545 or the 24-hour hotline of the State Service for the Supervision of Food, Agriculture and Food Safety: 050-230-04-28, 044-364-77-80, as well as submit an electronic appeal on the Government Contact Center portal: https://ukc.gov.ua/.