How to fill out and flash the book of reviews and suggestions?

A book of reviews and suggestions must be kept in any organization that provides certain services to its clients. It should be said right away that this is a document that represents the face of the organization.

It is here that the client has the right to indicate the necessary information about the organization, which will subsequently be publicly available. Often, a book of reviews and suggestions can immediately tell a lot about an organization. Of course, this is only a first glance, but still, such a book must look solid.

Also, the consumer must immediately understand that management reads all customer reviews and takes them into account. Let's try to figure out what a book of reviews and suggestions is, how it is compiled correctly, and also answer most of the most popular questions on this topic.

What is a complaint book and why is it needed?

The book of reviews and suggestions is an official document regulated by law. This means that, firstly, it must be in all public catering establishments and retail outlets, and secondly, it must be drawn up in accordance with all the requirements of current legislation. Maintaining a book of reviews and suggestions is mandatory, as specified in Decree of the Government of the Russian Federation No. 55.

General rules of use and maintenance

The book of complaints and suggestions is placed in accessible to visitors in a special case. Such places could be:

shopping room;
service hall;
floor in the calculation node;
in a pavilion, kiosk, tent, or auto shop, the book is kept by the seller and presented upon request.

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Anyone wishing to make an entry in the book is provided with all the conditions for this: a pen, pencil, table, chair, etc. The visitor/buyer is prohibited from requiring the presentation of documents or an explanation of the reasons for writing a complaint or comment.

The employee whose actions have been complained about must notify the administration as soon as possible. The employee provides a written explanation .

All stated facts are checked and taken into account only if they are confirmed.

to carry out work on the entry made within two days

carefully read the proposal/complaint;
take measures to eliminate deficiencies;
implement an acceptable offer ;
send a response to the citizen (if the address is provided).

The book is not written off until it is completely filled . The extension is also marked.

If at the end of the year there are blank pages in the book, it is extended for the next year.

The person responsible for maintaining the complaint book is appointed by order. It could be :

private entrepreneur - business owner;
Head of the organization;
subordinate.

The head of the company must review the book once a quarter to ensure that it is maintained correctly.

Which organizations should have a book for complaints and wishes?

Now let's try to figure out specifically who needs such a book. It must be in all organizations involved in retail trade, as well as in all establishments in the public catering sector.

It is important to note that the book of reviews and suggestions should be available in both private and public institutions.

It is strongly recommended that you place the document in a visible and accessible place. At the consumer's request, employees must provide a document. It is important that employees do not have the right to refuse a buyer to write a review, because such an organization will face administrative punishment.

This is what the consumer corner looks like in the Pyaterochka store, a book of complaints and all legal documents in a prominent place:

In addition to providing a complaint book, employees must provide the consumer with a pen, table and chair so that he can write a review.

Let's take a closer look at the organizations where the presence of such a document is mandatory:

shops, department stores, supermarkets. In a word, any store
hospitals, clinics, pharmacies,
restaurants, cafes and any other public catering places,
beauty salons, hairdressers, etc.
gas stations, parking lots, service stations,
children's camps and other similar organizations,
post office, bank branches and even museums.

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It is worth understanding that the review book does not necessarily have to be used in order to write a complaint. Very often it is used to write positive reviews about an organization or an individual employee.

Some organizations may give small bonuses to employees for positive feedback, so it is worth leaving gratitude if it is truly deserved.

You should know that, according to current legislation, the document must be located in the “consumer corner”, which must be equipped in any organization.

How to fill out the book of reviews and suggestions?

Electronic variant

Information technologies have firmly entered our lives. But is it possible to use the electronic version of the book of reviews and suggestions? In a sense, yes, but it should be organized as a website, and reviews will be left via the Internet.

IMPORTANT! Unfortunately, the level of computer literacy does not yet allow us to completely abandon the paper version, so it is impossible to completely abandon it.

In addition, we note some pros and cons of the classic option for leaving complaints:

the consumer leaves a review immediately, in front of employees or administration;
the book is available to any visitor to the establishment;
there is no need to go online and understand the intricacies of writing a review;

Among the shortcomings, we note that the book becomes unusable over time. Unscrupulous individuals can damage it. Also, one should not exclude natural and man-made disasters that lead to the loss of a document (fire, flood, earthquake).

Ultimately, the book of reviews and suggestions is an extremely important document that allows you to file a formal complaint, claim, or leave gratitude in order to resolve all issues without involving supervisory authorities.

Establishments that care about their reputation and quality of service strictly adhere to the rules of operation and never refuse to issue visitors. This is prohibited by law.

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The book of complaints and suggestions is a unique means of communication between the consumer or buyer and the management of the enterprise or organization.

The book is a document of strict accountability.

You can find samples of books of complaints and suggestions on the Internet, but the official form is approved by law.

Where can I buy a review book?

Surely many people have noticed that complaint books look different in different organizations. But this does not mean at all that they were made incorrectly. The law does not provide clear instructions on what form a book of reviews and suggestions should have. But at the same time, mandatory requirements are put forward for its design and preparation. All of the above means that any notebook, magazine, or even a stack of paper can become a book of complaints.

The easiest way to purchase a book of reviews is to purchase it at a printing house or stationery store. There you can find different options at different prices.

You can also order a special book of reviews from the printing house, which will be compiled in accordance with legal requirements. True, this option is the most expensive. The most difficult, but at the same time cheapest, option is to compile a book of reviews yourself.

In this case, you need to do the following:

purchase a notebook, blank book or magazine,
indicate complete information about the organization on the pages so that you can immediately determine what kind of document it is and who it belongs to,
the book must be bound and the pages numbered,
on the reverse side (where the firmware is tied), a seal must be placed (maybe just a piece of paper with a stamp), where the exact number of pages is indicated.

Such numbering measures are necessary to ensure that pages with negative reviews cannot be quietly torn out of the book. In fact, there is no difference between a purchased book of complaints and one compiled independently. The only difference is the price, as well as the time costs when compiling it yourself.

What is the liability for missing a document?

Whether or not to have a complaint book is not an optional choice, but an obligation , provided that a particular institution falls under the list of those where the document must be present.
Even the owner of an establishment or organization cannot refuse the obligation to maintain a document and provide it to clients - this is a violation of consumer rights and a crime. Refusal to provide a document to any visitor who wants it is an administrative offense regulated by Part 3 of Art. 14.8 Code of Administrative Offenses of the Russian Federation. Such neglect of consumer rights threatens a fine for individuals from 500 to 1000 rubles, and for legal entities - from 5000 to 10,000 rubles.

Any offenses that relate to improper implementation of the established rules for handling the book of complaints and suggestions are considered administrative and are regulated by Article 14.15 of the Code of Administrative Offenses of the Russian Federation. According to this document , an entrepreneur operating without a book of complaints and suggestions will be forced to pay a fine .

Penalties will differ for individuals and legal entities. For example:

individuals (mainly individual entrepreneurs) will pay from 300 to 1,500 rubles;
officials are subject to a fine of 1,000 to 3,000 rubles;
legal entities must pay ten times more - from 10,000 to 30,000 rubles.

Standards for registering a complaint book

The standards for maintaining a book of complaints and suggestions are regulated by current legislation. If such norms are violated, consumers have every right to contact Rospotrebnadzor, which will conduct an investigation.

If a violation is found and proven, the organization will face administrative punishment. Such a violation could be, for example, a refusal to provide a book of reviews to a client.

Note! The book must be laced and numbered in such a way that no one can tear pages out of it unnoticed.

It is important to know that the complaint book cannot be replaced with a folder where you can insert and remove sheets. If a page in a book can be replaced in any way, this is a violation.

A few words should be said about the seal indicating the number of pages. Most often, the seal and signature of the head of the organization is placed there. Sometimes a date may also be included.

Often, managers themselves are interested in reading all the reviews, so they put not just the organization’s seal, but their own personal one (if there is one), so that it cannot be faked.

The following information must be indicated on the title page of the document:

title of the document (Book of reviews and suggestions),
full name of the organization. The full name must be indicated, in accordance with the title documentation,
name, as well as number of registration documents,
start date of document maintenance,
seal. If the organization does not have a seal, then it is not necessary to put it,
signature of the head of the organization (owner, director).

Let's consider the subsequent filling of pages:

the first page contains general information for the consumer regarding how to correctly fill out the pages, as well as the regulations of the document. It is not necessary to put all the information on one page; it can take as many pages as you like (this applies to each item),
second page. Information about the organization to which the document belongs is indicated here. The full name, exact address of the legal entity, as well as the name of the owner of the organization are indicated (if there are several of them, then all are indicated),
third page. A list of government bodies that control and verify this document is indicated,
all subsequent pages are intended for consumer reviews. And it is worth remembering that it is not necessary to fill out the “contact details” section,
On the back of each page there should be a place where there will be a mark indicating that the review has been read. Often the answer can be given there. If the guest book is made of large sheets, then the place for marking may be at the bottom of the page,
management must put a mark indicating that the review has been read. Even if it is unfounded or completely inadequate. In turn, it is not necessary to leave a response or report on the actions that occurred as a result of the review,
Often the complaint book is compiled for a year. If a year has passed and there is still a lot of empty space left in the document, there is no need to create a new one, you can simply put the appropriate mark and continue to maintain the old document.

Magazine design rules

There is no single, unified form of the journal; it is allowed to use an ordinary school notebook for such a purpose. At the same time, the law does not allow free bookkeeping and requires compliance with a standard list of data that must be reflected in the document:

Details of the enterprise that owns the magazine - the name of the organization without abbreviation, according to the constituent documents, legal address, full name of the director.
The name of the supervisory authority that supervises the activities of this structure.
Opinion boxes are forms that should contain free space for recording visitor contacts.

The journal belongs to the group of strict reporting forms, so neglect of it is not allowed. The document is written off and sent to the archive only after it is completely filled out. When the next calendar year arrives, it is officially extended by making a corresponding entry by the responsible person.

It is compiled in a single copy, and all pages must be stitched with strong thread and sequentially numbered. This will not allow you to remove a negative review about the organization from the book. If the structure wants to have an original sample of the magazine, it can be ordered individually from the printing house.

Filling out the log

There are certain requirements stipulated by legislative acts for filling out the complaint log. Failure to comply with the standards is considered a violation, which is subject to administrative punishment. In the absence of a mandatory form, the consumer has the right to contact Rospotrebnadzor with a complaint. After reviewing the application, a regional supervisory authority arrives at the site of non-compliance with the law to verify the authenticity of the complaint. If confirmed, the controlling authority puts forward requirements to eliminate the violation.

A prerequisite for maintaining KOiP is lacing pages. Such an operation is carried out in such a way that none of the completed or blank forms can be torn out without visible intervention.

The magazine is stitched using a pointed rod and cord. The last one can be one thick thread or, folded several times, a thin one. The remedy against page deletion is complemented by one more factor. The parties must have continuous numbering.

The third degree of protection for the magazine is a paper seal glued to the back of the last numbered page. The seal indicates in legible handwriting the number of stitched sides, initials, surname of the head of the organization, and a wet print of the seal, if any.

Book title page

The cover page of the complaint log contains the following information:

Title of the corresponding document.
Full name of the institution or its structure.
Registration information.
Date of registration of the form.
Wet seal impression, if the organization has one.

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The above data is summed up by the signature of the head of the enterprise.

Reverse side of magazine title

On the reverse side of the title page of the journal is the second part of the mandatory document. It contains the name of the territorial supervisory office in Russia, legal address, and telephone numbers.

The information is provided in case the buyer wants to contact the department directly. The number of stitched forms that are needed for the wishes of visitors is also indicated here.

Design of the first sheet

The first sheet of the journal is intended as an example of filling out a notebook of proposals by visitors to the structure. The front side is filled with feedback on the work of the enterprise.

Below, after the text, the date it was written must be indicated. If it is necessary to note the positive or negative aspects of the work of a particular employee, you must indicate the full name, position held and the factors that led to the writing of a complaint or gratitude.

Back of the first page of the book

The back side of the magazine sheet is also required for completion by the buyer. Here you must enter your full name, home or cell phone number, and place of residence.

After the period established by law, the administration of the establishment describes the measures taken in relation to the employee indicated in the book. Here is the signature of the head of the structure and the date of his response. A similar record is sent to the applicant, also signed by the directorate of the institution.

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Common Log Filling Errors

The person responsible for the proper content of the book must not make any mistakes in its design. However, there are a number of common shortcomings due to the negligence of the designer towards the magazine:

incorrect indication of data and information about the company, usually manifested by writing an abbreviation or shortened name;
incorrect phone numbers;
incorrect numbering of document forms;
uneven, smeared, unreadable wet seal on the title page or paper seal;
lack of order in filling;
There are no references to regulatory authorities.

Deliberately or automatically incorrectly filling in the above information in the journal threatens the company's management with administrative liability.

Correct book firmware

In order for the journal of gratitude and complaints to be properly stitched, the person responsible for maintaining it must follow the following rules:

in the far left field of the binding, holes are made the size of a thread for lacing;
a control cord is threaded through the holes, on top of which a quarter of a blank sheet of paper is glued, serving as a seal;
The organization's seal is affixed to the paper seal.

Such execution of the KOiP (registration book) is a protection and will prevent a careless seller of services from removing the claim sheet from the form. If an illegal action occurs, the violator will be subject to penalties.

Designing the magazine with firmware is a requirement, ignoring which is punishable by law. The management of the enterprise also benefits from maintaining an album for consumer reviews in order to identify positive and negative operating aspects of the production or government structure.

Below are step-by-step instructions for preparing a magazine for firmware:

A hole puncher is used to make two or three holes in the binding of a notebook made independently or purchased in a retail chain. To design a voluminous product, you should use an awl, a large needle or a pointed rod. The last operation must be performed with some caution so as not to injure the skin of the hands.
Preliminarily put continuous numbering on the pages. This begins with the first form for feedback and suggestions and is followed consistently throughout the notebook.
A thin cord or ordinary fragments of thread folded together are threaded through the holes made in the magazine.
The free ends of the cord are brought out to the back side of the binding and tied in a knot.
The edges of the thread and the knot are pasted over with a fragment of a blank sheet - a seal, indicating the date of registration of the book, the name and signature of the person responsible for its maintenance.

The design of the magazine ends with a wet seal imprint on the seal. The given data must be written in even, legible handwriting; the stamp must not only be visually visible, but also be easy to read.

How to lace a book for leaving complaints and gratitude

If a book is compiled independently and for the first time, then the biggest problems are always with how to lace it correctly. Let's figure out how to do this easiest and fastest.

List of required materials:

a notebook, book, stack of sheets or something else that will serve as a document,
thick strong thread or thin rope,
scissors,
glue,
white sheet of paper,
pen,
awl or hole punch.

Now let's look at the procedure:

Two or more holes are made along the left edge of the pages using an awl or hole punch. If a notebook or book is used as a basis, two holes are enough. If it's just a stack of paper, then it's better to make 3 or more holes,
a rope is threaded through the holes made and tied into a knot on the reverse side,
a rectangular paper seal is glued to the top of the knot (you can use cardboard, it will last longer),
on the seal the following is indicated: “Lapped, numbered and sealed ...”,
Below on the seal is the signature of the official and his full name, the date when the signature was affixed, and the number of pages. It is important to know that the date on the seal may not correspond to the start date of the document, but the date on the seal must be placed no later than the start date,
If the organization has a seal, it should be placed on the seal. The seal can be placed over the text, but it is important that all data is visible through it.

For convenience, it is better to indicate all the information on the seal in advance, and after installing it, just sign.

Watch the video. How to fill out the book of complaints and suggestions:

Step-by-step instructions - how to lace correctly?

Is it necessary to flash magazines in a private office? The answer is yes. It doesn’t matter at all what form of ownership the organization has, an audit can easily come to an ordinary individual entrepreneur, because the law is the same for everyone. When hiring a secretary or clerk, it is better to immediately clarify whether the candidate knows how to bind books and how he does it?

If difficulties arise in answering this question, keep in mind: this applicant will not become a reliable partner, because the skill of firmware is no less important than the ability to write letters correctly or quickly type texts on a computer using the “blind ten-finger method.” And the good news is that this knowledge can be easily obtained once you have dealt with this issue.

I hope that you love reading books as much as I do. Whether it’s technical literature, fiction or anything else, most likely everyone will always have books in electronic form. I don’t know about you, but for some reason it’s much more convenient for me to read books in paper form, and my eyesight also worsens when reading a book from a screen.

It’s quite difficult to buy all the interesting books, especially if most of them are in English (one such book in the original can cost 4 books). And simply by printing a 700-800 page book, we end up with a lot of waste paper, which gets lost, gets wrinkled, etc. About a year ago, I found an interesting article that described a method for creating a so-called “home printing press.”

I thought it was very interesting, but somehow I never got around to it. We take pieces of tape and glue them at the required distance from each other with tape. We glue it to the very edge of the table. This is the most convenient way. It doesn’t matter which notebook (first or last) to start with. The main thing is not to confuse their order. You need to pay close attention to page numbers.

Otherwise you will have to redo it. I would like to immediately draw your attention to the fact that until the very moment of gluing the book block together, we can change whatever we want. Here you can take a break and relax a little. Because sewing the block is a very important part of assembling the book. Let's sew! For sewing I use embroidery thread. They are durable, obedient, colorful, quite thick and very easy to find.

This means that in each notebook of the book block we will have 16 A5 pages - 4 A4 sheets printed on both sides and folded in half. We start by creating a layout. I used OpenOffice Writer (hereinafter referred to as OOW). We select the desired typeface and font size, set the margins, and number the pages. Please note that the size should be larger than desired.

A little later it will become clear why. Save and export to PDF. OOW cannot print pages in random order. That is, if you set the page numbers 16 and 1, then it will print the first page first, and then the sixteenth. But Foxit Reader, which I use to view and work with PDF, does everything as it should.

In the printer settings, select landscape sheet orientation, and in the FoxitReader print settings, select two pages on one sheet. This is where the increased font size comes in handy, because the actual page size will decrease.

The vast majority of readers have access to only printers that can print on sheets no larger than A4. Almost all paper of this size (I tried about 20 brands) has the grain direction along the long side (short-to-short-side bends much worse than long-to-long).

Unfortunately, the packaging of ordinary office paper is not marked for this parameter. Of those 20 brands, all were “inappropriate.” It is put in quotes because the result does not deteriorate much, and I believe that if you do not have the necessary paper, then there is no point in worrying and printing on the one you have. Secondly, the pages on the book sheets are not in order. We We will make a classic book. It's fast and free! Table of contents:

Is it necessary to create a KOiP?
Who should flash the review and suggestion book?
Step-by-step instructions - how to lace correctly?
Photos of process stages
Possible mistakes
Useful video

Is it necessary to create a KOiP? The law establishes the obligation to maintain this document. This is stated in the Decree of the Russian Federation No. 55 of 1998. This KOiP is established by an enterprise that provides services for the sale or supply of goods to the population. KOiP is intended so that any consumer can make suggestions for improving the activities of this enterprise, as well as leave their positive or negative feedback on the work of a particular institution.

Who should flash the book of reviews and suggestions? Most often, the responsibility for updating the KOIP is assigned to the enterprise accountant, but people working in other positions can also update this document. When drawing up such a CO&P, one should take as a basis the guidelines from the instructions “On the book of reviews and suggestions for organizations engaged in retail trade and public catering organizations” (this document was approved by Order of the USSR Ministry of Trade on July 23.

Step-by-step instructions - how to lace correctly? The process of flashing such a book will not cause any difficulties.

Having folded all the sheets in the correct order and numbered them, you can clamp the documents in a special press and use a drill with a thin drill to make the necessary holes: two of which should be located at the edges (at least 2 cm apart from them), one in the center and two more - between the center and the outer holes.

The paper sticker has a rectangular shape measuring 60x40 mm.
When gluing the sticker, the knot of thread is removed under it, and the ends remain free.
The inscription “Numbered, laced and sealed with _____ sheets” is required, where the number of sheets is written instead of a dash.

The book must be bound in a hard cover with mandatory stitching of the pages using threads (generally it is used only for a few years, and then stored in the archive).
The pages of the book must first be numbered and laced.
After lacing, the ends of the lace are glued with a small sheet of clean paper on the inside of the cover.
The book is subject to mandatory sealing (using a wax seal is possible). When using a wax seal, the personnel officer must be aware that it must capture part of the sheet of paper, the ends of the lace protruding from under it, and the cover. In the case when the book for recording work records is sealed, the seal is attached to the protruding ends of the lace.
The book must be certified with an inscription indicating the total number of laced and numbered pages (the number is indicated in numbers and in words).

About 90 percent of institutes, universities and academies oblige graduates to make a hardcover book of their diploma. This is a classic of bookbinding and cover design, which is distinguished by traditional strict lines and solid constructive solidity, perfect for the final framing of a scientific study.

At the end of their studies, each student is faced with the need to obtain a diploma, which must be done as efficiently and accurately as possible. This ensures the thesis is protected from damage and has a presentable appearance. The first thing you ask yourself is: “Where can I get a hardcover diploma printed?” Because you need to find a company that provides a really high-quality service and at a reasonable price.

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To do this, you can contact our company, where you can sew a diploma using advanced equipment and the vast experience of each employee. The result is an even, strong and beautiful binding of your work in just a few minutes. When deciding where to get your diploma in Moscow, be sure to contact us if quality comes first for you. We can do booklet binding in both hard and soft binding, it all depends on your wishes.

Good evening, colleagues. Rospotrebnadzor is coming. The eldest came and said that our magazines were not stitched to the standard. The document cannot say anything specific, but “Rospotrebnadzor requires holes every 2 cm and 15 cm, a thread baud the piece of paper at 7 cm and another couple of cm where the piece of paper should protrude.”

Flashing magazines, official documents and any business papers is a responsible task that does not tolerate amateurism and requires special care. It is unacceptable to make a mistake here, since it can lead to serious problems: the risk of the document being disorganized and pages being replaced increases.

Methodological recommendations approved by the Order of the Federal Archive on December 23, 2009;
GOST 51141 for office work;
Also, office work rules containing requirements for filing documentation developed by industry departments (Central Bank of the Russian Federation, Ministry of Taxes and Duties, etc.).

In office work, documentation is most often stapled in order to transfer it to the archive, or when submitting it to a bank and other financial institutions. Also, document firmware is required when submitting reports to extra-budgetary funds and the Federal Tax Service. The document must not only be stitched, but also numbered. Papers are sewn together either with thread or tape, or using special machines.

Specialists insert customer's diploma works into special folders and sew them to the folder using high-quality iron staples. After this, the attachment points are sealed with decorative inserts, which are selected according to the color scheme, taking into account the color of the folder cover.

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Using a hole punch, make two holes in the document. You can also do this using an awl or other similar tool.
Next, all sheets should be numbered. The numbering of this document should be maintained throughout the document.
Next, the sheets of the document should be sewn together with thread or cord.
On the back side, the threads or cord are tied in a knot and sealed with a piece of sheet.
The organization's seal is placed on the sheet holding the ends of the thread together. The manager’s signature is also placed there and the number of pages and the date when the firmware was installed are written.

Rules for filling out the offer book by the buyer

Now let’s figure out how to fill out the guest book correctly:

the exact date of writing the review is indicated (it is best to indicate the exact time),
contact details if the consumer wants to receive a response in writing in person. You can specify your home address and zip code or email. Sometimes you are asked to provide a telephone number for contact. But it is not necessary to fill out this item,
information about the employee for whom the review is being written,
statement of the situation,
necessary measures that the consumer requests or requires to be taken. It is best to make references here to regulatory documents,
consumer signature.

It is important to note that there is no standard form for writing a review. However, the review or complaint should be written without emotion and in a formal style.

The application in the complaint book must be reviewed no later than 2 days, and a response must be received no later than 5 business days. This means that you will most likely have to wait a week for an answer.

If the complaint is made anonymously (the applicant’s details and contacts are not indicated), then it will quite legitimately remain without consideration.

To achieve the maximum possible influence on the seller who committed violations, when drawing up a document, adhere to generally accepted rules:

draw up a document in an official business style,
any manifestations of emotions in the text are unacceptable (the structure of the text should not contain threats or offensive statements, reflect only facts informing about the violation of consumer rights),
support your case with references to legislative norms (if the text indicates specific legal norms and the names of regulatory legal acts, the chances of resolving the issue in favor of the applicant will increase significantly),
observe the completeness of the text (the complaint should not be too laconic or, on the contrary, too voluminous; only the essence of the problem that has arisen is reflected, it is better to omit other information that is not directly related to the case).

After a week, the consumer can come back and read the answer in the guest book. If contact information was left, management is obliged to send a response in writing. Previously, this was possible only by regular mail, but recently you can often receive a letter by e-mail, which is much more convenient and faster.

Example entries

Complaint against a store seller:

Response to a complaint regarding quality of service:

Complaint about product quality:

Response to a complaint regarding product quality:

Response to the complaint in the book of reviews and suggestions.

Inspection bodies

If a dispute arises between the store seller and the buyer, or the latter is dissatisfied with the quality of service, the consumer has the right to leave feedback in the suggestion notebook.

If the violation of interests brought unexpected expenses to the buyer, then the visitor has grounds to demand compensation for losses. Recording of such a complaint is also provided for in the feedback journal. The client of the institution can contact Rospotrebnadzor or other organizations based on the factors of the violation to satisfy the legal requirement for compensation.

Complaint to Rospotrebnadzor

The organization protects consumer rights at the state level. If a person believes that he was poorly served or sold a product that did not meet the conditions of sale, he can file an appeal to Rospotrebnadzor. A correctly completed application will speed up the proceedings and provide a qualified author of the claim. Incorrectly compiled documents will not be accepted for consideration.

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Applications that contain the following information are allowed for registration:

the name of the body to which the appeal is made;
legal address of its location;
full name of the applicant;
contact phone number;
citizen's home address;
listing the factors that led to the filing of the appeal;
indication of the date of purchase;
surname of the seller, product range;
buyer's requirement;
date of application;
addressee's signature.

It is advisable to supplement the application with documents confirming the client’s case.

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Maintaining and storing a complaint book

Maintaining and storing a document directly depends on the way of doing business and the size of the organization.

Let's look at examples:

If we are talking about individual entrepreneurs, then most often the owner of the enterprise himself keeps the book. For this purpose, a corresponding decree is drawn up,
If the organization is large, then management is often transferred to a specific employee. Also, for this purpose, a special decree is drawn up in the name of the authorized employee.

One way or another, officially in any organization there must be a person responsible for maintaining a book of complaints and suggestions.

In accordance with legal documents, employees of the organization must provide the document to the consumer upon request.

Or the consumer can pick up the document himself in the “consumer corner”. Employees cannot refuse to provide a book, pen or place to write a review. Also, they cannot be interested in the purpose for which the consumer takes the document.

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Electronic version of the book of complaints and suggestions

Technologies do not stand still, so electronic books of complaints and suggestions may appear in Russia. The essence of such books will be that any citizen who has registered on the official website of the State Services will have the right to leave a review about a particular organization.

To consider this innovation by the Government, it is necessary to collect 100,000 signatures. It should be said that most likely this number will be reached, which means that electronic books of complaints and suggestions will soon appear.

This option is very convenient because employees will no longer be able to falsify reviews or replace the page, and the inspection authorities will have complete information about the complaint and the person who left it. This will reduce the number of checks and increase the level of consumer protection.

Deadline for responding to a written complaint under the consumer protection law.

Read about consumer rights and their protection here.

How to write a claim for a defective product, read the link: https://novocom.org/dokumenty/pretenzionnyj-poryadok/pretenzii/kak-napisat-pretenziyu-na-nekachestvennyj-tovar-obrazec.html

Who should flash the review and suggestion book?

This document can be very useful for the head of an organization, since it gives him the opportunity to resolve a conflict that has arisen with a visitor without, as they say, washing dirty linen in public.

Yes, definitely. All companies and enterprises in the service or sales sector must have such a notebook (notebook). The list of such organizations is quite large. Moreover, the presence of a book is not affected by the size of the enterprise. These can be small street stalls, large supermarkets, banks, beauty salons, dry cleaners, etc.

Every citizen of Russia has the right to complain about unacceptable service or the provision of low-quality goods. And these complaints are left in the complaints book, which every organization or establishment should have. Also, in this book you can leave a proposal, for example, to improve the conditions of the establishment, or to organize better service. It is necessary to fill out the book in accordance with the law, because if the book is filled out incorrectly, you may be fined during inspection.

This means that there will be no liability for failure to register. However, the implementation of this legal act is in your interests. Anyone who has a good reason to express their opinion to the management of the enterprise has the right to use the review magazine. To do this, the directorate must know how to correctly draw up and carry out the described form in accordance with the legislation.

First of all, we flash our book:

we make holes at the spine of the book using an awl (the number does not matter: two, three, four holes - it doesn’t matter);
we thread threads through them and tie them;
on the last page inside the book, a knot is tied, onto which a rectangular or square piece of paper is glued;
on this piece of paper we write: “Strapped, numbered and sealed...”;
We also indicate on it who signed (position, full name), how many sheets, the date, then we sign.

What is a guest book? We can say that this is a kind of document that registers the positions of visitors or buyers of a particular organization. Such a book should be in every establishment engaged in sales or customer service. This is necessary so that supervisory authorities can read the opinions of all those who wrote and take action.

Rules for disposing of the book for claims

Let's look at the list of basic rules:

The document must be located in a visible place. Most often, this is a stand or a special table where all the necessary information for the buyer is located. If there is no such place, the book can be stored in another place, the main thing is to always provide it to the buyer. But inspections may not like this, and the absence of a “Consumer Corner” may result in a fine or warning,
In addition to the complaint book, there should always be a blue or black working pen nearby. A pencil will not work as it can be erased.
there must be a place (table and chair) where the consumer can write a review,
The document must always be kept within the organization. It is prohibited to transfer it to other organizations,
an authorized person must regularly check the book of reviews and suggestions. In addition to simply reading reviews, you need to mark them as read, write replies, and sometimes make decisions based on complaints.

Watch the video. The complaint book now has a new status:

How to stitch and design - photo

The book is stitched at the spine. To do this, you need to punch 2-4 holes, pass the thread several times and tie a knot.

The ends of the thread are brought out on the last page, and a square of paper is glued onto them. It indicates:

number of stitched and numbered pages;
Full name of the person responsible for maintaining the book;
position of responsible;
date of registration of the book;
signature;
seal of the organization.

You can download a free form for a book of reviews and suggestions using this link.

Part of the signature should be on a square of paper, part should go on the page. On the title page you must indicate:

the words “Book of reviews and suggestions”;
Business name;
date and place of registration;
date of publication of the book (required and on the title page);
seal;
manager's signature.

The first page contains the rules for maintaining the book. The second sheet contains the name of the organization, address, and contacts. The third page indicates the addresses and contacts of regulatory organizations.

An incorrectly formatted book of complaints and suggestions and its absence will lead to trouble for the company.

The basic rules for registration are listed in Order No. 346 of the USSR Ministry of Trade dated September 28, 1973.

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.

>Reviews>Why and how to flash a book of reviews and suggestions? What is needed for this?