Tip 1: How to make a book of complaints

«Complaints Book" or "Book reviews and suggestions" must have every commercial enterprise.Reading its pages, bosses Store can learn about injuries, which caused buyers to staff their businesses.This collection of claims shall be executed properly, to a single page is not lost.
Guide
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For starters read the appropriate regulations, which refer to the rules of conduct and design of the book of complaints.For example, in the capital of a regulation of the Government of Moscow on May 30, 2003 â„– 31 "On approval of guidelines for the organization and implementation of the retailers in the city of Moscow."In the regions, published its Regulations.
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Remember that book reviews - is not simply put together the complaints of dissatisfied customers.It is, to put the language of accounting, document of strict accountability.Number the it every page.Sew the book itself and reassure your company seal and signature of the director.Then, the future collection of the claims, you can register at the Offic
e of Trade in your city.This is done to your liking, compulsory registration was canceled a few years ago.
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Purchase a ready-made book of complaints.Or make it yourself - from the usual thick notebook.Remember that the first pages should show off the full text of the Regulations on conducting book reviews.The title page should contain the address and phone number of your company as well as contact you control organizations - City Division of Consumer Protection, City of Rospotrebnadzor, the Office of Trade Administration of your city or area, etc.
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Keep in mind that the complaints Visitors should also execute correctly.It is expected that on one side of the client to write the claim, and on the other - leave your contact phone number, address, write the name, first name and patronymic.Also on the back after the company's management must describe the measures that have been taken on this particular complaint.
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Remember, you have no right to change the Complaints Book, until it is completely filled with claims to be, and perhaps wishes and praise.Even after the complete filling of the book reviews do not throw it.The head of your company must keep this document within one year.

Tip 2: How to answer the complaint

One of the main ways to protect the violated rights is their appeal (filing a complaint) to the appropriate authority or person who has made the decision unlawful.This non-judicial means of resolving disputes.An official at the consideration of which there is a complaint, it is obliged to provide for a written response within the statutory period.
How to reply to the complaint
Guide
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writing a response to the complaint begins to fill in his details.Since the answer is written in the ready-made forms of organization, please fill in only the data about the applicant - his surname, first name, address.According to the rules of office, they will be located on the right side of the sheet.
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Next, enter the name of the document, for example, you can designate it as a "response to a complaint to the actions of Ivan Ivanov Petrov, IA," a law enforcement response to the complaint shall be in the form of a resolution.
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followed by the main text.Made by a competent answer to the complaint first carefully examine the complaint itself, inspect the arguments which it set out, and the authenticity of the evidence with her.The law provides for this month, during which all the necessary and carried out verification activities, to request documents, etc.Then describe in detail your results and made based on these findings.Do not forget that the answer must be motivated and have a strong evidential base.This does not give the applicant reason to challenge it in court.
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answer to the complaint must be in writing.He was signed by the head of the authority to which a complaint was filed (or an official, its composition), and sealed with his seal.Ready response to a complaint direct to the applicant by registered mail with the notice or issue a receipt to him on purpose (if he come to you in person at the reception and asked for it).In that case, if the applicant does not agree with the answer received, it can appeal to the court.
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Anonymous complaints will not be considered, and the answer is not given to them, so as to give it, in fact, no one.However, if the facts described in the complaint, clearly pointing to the commission of a crime, it can be transmitted to check the law enforcement agencies.The complainant in this case will be the organization received an anonymous complaint.

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