Each institution has its own set of official documents, without which it simply cannot legally function. In many of them, such documents include a book of reviews and suggestions. Any visitor, if desired, can express his opinion in it, for example, about the quality of the service provided to him in the establishment or the goods purchased there, evaluate the level of service and compliance with cleanliness and order, as well as write his wishes to the establishment or advise what, in their opinion , will help improve its performance.
Is it necessary to register a book of reviews and suggestions in 2019?
As for registering a book in 2020, Rospotrebnadzor does not insist that service and trade organizations undergo the procedure of registering a book of reviews and suggestions in an official manner. This procedure is optional.
However, it happens that during inspections, inspection authorities may ask additional questions. In this case, a registered book can help avoid them and will not create obstacles in your work. And this is a big plus. After the registration procedure, the book is assigned a number that will need to be entered into it, thereby confirming the legal validity of the document.
Electronic variant
What is an electronic complaint book?
Already in 2020, in the Russian Federation, as part of the “Russian Public Initiative” , an Internet analogue of paper CO&P may appear.
The essence of the project is to provide consumers with the opportunity to make their wishes and leave reviews on the portal, after registering on the State Services website .
Complaints and suggestions can relate to any sphere of life, but only those initiatives that receive more than 100,000 signatures of citizens .
This project has not yet been launched - questions about its financing are being resolved by the Ministry of Economic Development, and the technical equipment is under development.
KOiP is a document of strict accountability; for its absence, the organization is liable in accordance with article number 14.15 of the Administrative Code.
Within the framework of this legislative act, violations include not only the absence of a Book of Reviews and Suggestions, but also the refusal to issue it to the consumer .
You can learn how the electronic book of complaints and suggestions works from the video:
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The diversity of the market for services and goods develops competition between business entities. And it will not be possible to increase the competitiveness of your company without exchanging information with consumers.
One of the options for communication between an entrepreneur and a client is the Book of Complaints and Suggestions. Its official name is enshrined in law - “Book of Reviews and Suggestions” or abbreviated “KOiO”.
How to apply
Before you start preparing a document for reviews and suggestions, it is important to know that preparing it yourself is not prohibited by law. But if you don’t want to waste time on this, you can go to a stationery store and buy a ready-made book there.
Regardless of how the book of reviews and suggestions is compiled, several general rules must be followed when designing it:
- Lace each page of the document so that if something happens, no one can pull one sheet out of it and replace it with another. This can be done with an awl and thick thread or cord folded several times.
- Assign a number to each page.
- Place a seal on the back of the last page in the form of a strip of paper, on which you must write in numbers and in words how many sheets were stitched in total, put the manager’s seal and signature.
The book pages should be formatted as follows:
- The title must contain:
- document's name;
- signature of the head of the institution and his seal;
- the date of creation of the document and its entry into force;
- name of the institution;
- the name of the accompanying documents indicating their date.
- The first page of the book should contain:
- the rules according to which it can be provided to a visitor to the establishment;
- explanations for making entries in the document.
If one page of information is not enough, you can take several pages.
- The second page of the document should contain all information about the institution, namely:
- address (actual and legal);
- contacts (e-mail, landline phone number, fax number, etc.).
- The third page should indicate all the bodies that control the activities of the institution and supervise it.
- On the fourth page and all subsequent ones, visitors to the establishment will write their complaints, reviews and suggestions.
- The back of each page should be left so that the manager can respond in writing to the client’s message. Moreover, a response must be given even to unfounded complaints.
- There is no need to change the book at the end of each year. If there is still room for notes, then the document should continue to be written until the end of the free pages.
It is recommended to approach the design of the book with all responsibility, while observing the standards. Otherwise, visitors to the establishment may complain to Rospotrebnadzor and incur an unscheduled inspection.
Is it possible to arrange it yourself?
To avoid being deceived, it is important to know what a genuine book of complaints and suggestions should look like. The registration procedure is specified in regulation No. 346 , developed in 1973. Here are the most basic rules for preparing such a document:
- All pages must be numbered and fastened together with lacing so that certain sheets cannot be simply removed (you will learn how to stitch this book in a separate material).
- On the reverse side of the last sheet there should be a special seal, by which you can find out the original number of sheets, the signature and seal of the manager.
It should be noted that it is easier to buy a ready-made magazine right away than to design it yourself.
- Its price is on average 60 rubles and you can buy it at any stationery store.
- A store-bought magazine will look much more presentable over time than a homemade version, thanks to its thick cover.
Important! Federal regulations do not require document registration. However, in some regions, local governments may require the book to be registered. Registration takes place at the city government.
Read more about the design of the book of complaints and suggestions in another article.
How to fill it out correctly
There are no strict requirements for the client when filling out the book of reviews and suggestions. He can write his claim or proposal by hand, in free form. But if the client wants to achieve a specific result from the stated complaint, he must describe everything that does not suit him in detail. For example, if he was not satisfied with the services provided by a specific employee of the establishment, then his name should be mentioned in the description, as well as the date when this incident occurred. This will make it easier for the manager to resolve the conflict between his employee and the establishment’s client.
It is recommended to write each entry on a new page in legible handwriting, avoiding dirt. If desired, the client can leave his phone number, but this is not necessary. The manager is obliged to respond even to an anonymous complaint. And if the client does leave his phone number, then as soon as the problem is resolved, they will call him back and inform him about it.
Usually it takes 2 days to resolve the issue, but in some cases the period can increase to 14 days. And within 10 days, a client who has demanded to return the money that he paid, for example, for a low-quality product, must be returned.
How to respond to customer feedback correctly
As soon as the head of the organization sees a complaint in the book, he must respond to it. If the complaint is unfounded, or the client has written gratitude to the organization (a specific employee), it is recommended to respond immediately. In case of an unfounded complaint, the client should be thanked and explained in writing why his problem cannot be solved. In response to the gratitude expressed by the client, the manager should thank him for the feedback he left, showing his joy that the client was satisfied with the services provided to him.
If the client left his phone number or e-mail, you can inform him that his complaint/gratitude has been answered. But if no contacts were left by the dissatisfied client, then the organization is not guilty of anything.
Email is most often used to notify a client of their response to their gratitude.
It’s rare, but it also happens that a client leaves his postal address instead of a phone number and e-mail. In this case, management decides whether to send a response. This method of notification is used only if the organization has received a well-founded complaint that has serious grounds for careful consideration (including litigation).
Procedure for writing a review or suggestion
The book of reviews and suggestions must be presented to the consumer upon request . If this condition was not met, then the client should mention this in his complaint.
To receive a book of complaints there is no need to present an identification document, or to explain the reasons why the consumer wants to receive it.
Moreover, the responsibilities of the person responsible for storing the book include providing not only the document itself, but also a pen, a table and a chair.
A complaint or suggestion must be placed in a specially designated place . They must be drawn up in the correct form, indicating all the details of the situation.
If the client wishes to leave a positive review, then you should explain which specific employee provided the service (full name and position), why you decided to praise his work, and also indicate the date and time of your visit to the organization.
The manager must draw up many documents, including characteristics for employees. Information on how to correctly write a reference for an employee can be found here.
The consumer has the right to leave his contact information to receive a motivated response to his review or suggestion.
If the client was refused to provide the book, then he needs to draw up a complaint on two sheets of paper , one of which should be handed over to the person responsible for issuing the book, and the second with his signature on acceptance should be sent by registered mail to the organization’s address.
In addition, this complaint should be duplicated to Rospotrebnadzor indicating the refusal to issue the book.
Is a response to a complaint necessary and how to file it?
Each municipality has its own deadline for considering a complaint (from 2 days to 2 weeks) and giving a reasoned response to it (from 5 days to a month) .
The response to the complaint is written by the official superior to the offender on the reverse side of the sheet on which the complaint is posted. The response must indicate the measures that were taken to eliminate the violation.
If the applicant left his contact information, then it is necessary to inform him personally that the complaint has been reviewed and appropriate measures have been taken.
The book of reviews and suggestions must be stitched in a special way. This is how other papers need to be completed. How to staple documents correctly - see here.
The manager’s responsibilities include checking the correctness of the book of reviews and suggestions once a quarter.
Application form in the book of reviews and suggestions.
Book of reviews and suggestions in the restaurant
This document must be present in every restaurant, cafe and other places where people come to eat. This norm is spelled out in the Rules governing the provision of services in public catering establishments. Such establishments must keep a book of the established standard, and their administration must ensure that every visitor can, if desired, have unhindered access to it.
If a restaurant does not have a complaint book, disciplinary and administrative measures may be taken against it.
Registration requirements
Regardless of the option chosen, you should adhere to the standards for drawing up the Complaint Log. Otherwise, an administrative fine may be imposed on the owner of the establishment.
An entrepreneur who is faced with the creation of a Book for the first time has a lot of questions: how to fill out the first pages, where to register a document, what rules for maintaining, storing and providing a complaint book are prescribed by law?
Let's look at everything in order.
- Rule #1. The sheets of the document must be stitched or laced so that it is impossible to remove or replace them. To do this, the notebook is stitched with thick thread or cord, the pages are numbered, and the ends of the thread are sealed.
- Rule #2. Brief content of the Complaint Book: after filling out the first three sheets, the remaining pages are left blank so that visitors can write a review about their visit to the establishment in the book. The second side of the sheet with the visitor’s review or complaint is filled out by the administration as a response to the review left.
Reacting to the response is the responsibility of the establishment’s administration. A response to a buyer’s complaint is written to both positive and negative feedback, as well as if the criticism is not justified.
If the calendar year has expired and the Journal has not ended, a mark is made and document maintenance continues.
Is it possible to make a book of reviews and suggestions with your own hands?
You can make a book for recording reviews and suggestions yourself, you just have to stock up on the necessary materials and tools for this. These include:
- general notebook;
- dense thread or cord;
- scissors;
- awl;
- piece of paper;
- regular ballpoint pen;
- glue.
Of course, stores sell review books that are more presentable and, as a rule, have a beautiful hard cover. But if you try, you can make a handmade book very neat and beautiful. True, this will take time.
The main thing to remember is that such a book is a document necessary to maintain the image of the organization, and manual design, no matter how neat it is, will still be inferior to the ready-made store version in terms of style.
Consumer Corner 2020, what information should be there
A stand containing information on consumer protection, or, as it is simply called, a consumer corner, is, according to Russian law, a mandatory part of the hall where customers or clients are served.
A beautifully decorated consumer corner will certainly emphasize the good level of organization, and will also contribute to the institution acquiring a worthy image.
What information should be present at the stand during 2019?
It should be located in a visible place that can be easily approached by customers who want to view the information available there.
According to the law, in 2020 the following documents must hang in the consumer’s corner:
- a certified copy of the state registration certificate;
- a certified copy of the license (depending on the type of activity of the organization);
- contacts of the bodies exercising control over the activities of the institution and an inspection log with their marks;
- official printed publication of the Law “On Protection of Consumer Rights;
- rules for the provision of catering services or the sale of certain types of goods (depending on the field of activity of the organization);
- operating mode.
This is the main documentation. From the additional documentation, you need to place in the corner:
- book of reviews and suggestions;
- fire safety instructions;
- evacuation plan;
- the procedure for providing household services and the price list for them;
- terms of service for a certain category of clients and benefits that comply with the law;
- information on the sale of certain types of goods (for example, a ban on the sale of cigarettes and alcohol to minors and liability for its violation);
- contacts of the Ministry of Emergency Situations and other emergency services, as well as services where clients can apply with their claims;
- audit log.
Rules for maintaining and storing the guest book
A responsible person must be appointed for maintaining the document. Depending on the form of business activity, it may be:
- the entrepreneur himself, running his own business;
- head of the organization (after the issued Order);
- one of the employees (also after the issued Order).
Today there are a number of rules for maintaining and storing this book:
- It should be stored in a visible place, within easy reach of the organization's clients. Most often it is hung in the consumer’s corner.
- You cannot take it out of the organization and make a copy.
- Employees of the organization must issue the document to the client upon request.
- Questions about why he needs this document are unlawful.
- A client who expresses a desire to make an entry in the book must be provided with writing materials.
- Whoever is guilty of the situation described in the document is obliged to write an explanatory note.
Fine for missing a book
The legislation of the Russian Federation provides for liability for the absence of this document in the organization. The amount of the fine depends on which category the responsible person belongs to. So, if this:
- an individual, i.e. an employee, then he will have to pay 300-1500 rubles;
- official - 1000-3000 rubles;
- legal entity – 10,000-30,000.
Usually a fine is not imposed immediately and the first time the regulatory authorities issue only a warning.
If a dissatisfied client who wanted to make an entry in a document was refused by the organization’s employees, citing his absence from them, he can complain directly to the director. And if this does not work, then you should contact:
- Rospotrebnadzor, whose department has the authority to deal with this organization;
- Society for the Protection of Consumer Rights, where they can at least give practical advice;
- Municipal authority;
- The prosecutor's office.
A complaint that the organization does not have a book of reviews and suggestions is submitted in free form. But nevertheless, the general rules for contacting such serious authorities should still be followed.
How to write a review in a wish book
If you need to make an entry in the guest book, proceed as follows:
- indicate the date and time (optional) of leaving the entry in the document;
- write down your contact details (if you want a response to your complaint);
- write down the personal information of the employee in respect of whom your entry was made;
- describe the problem;
- if you want your problem to be resolved within the time limits established by law, emphasize this in your application;
- sign and decipher it.
There are no requirements for the style of presentation of the problem, but you should not deviate from the official tone and make the presentation too emotional.
Examples
Complaint against a store seller:
Complaint about product quality:
Attention! Your application must be reviewed within 2 days from the date of its writing, and a response must be given within 5 working days.
That is, if all the norms and deadlines are met, the book should contain a note about the measures taken within a week after the corresponding entry appears in it.
If you have provided contact details, a report of the decision must be sent to you in writing.
If after the specified time (7 days) there is no response to your application, send a complaint to Rospotrebnadzor. In this case, the organization will conduct an appropriate audit.
Watch the video. How to write correctly in the “book of complaints”:
