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🟠Is it mandatory to reply directly to the complaint made by the customer?
A: If the complaint has been made in the complaints book in electronic format, suppliers of goods and service providers must reply within 15 working days of receiving the complaint.
If the complaint was made in the complaints book in physical format, the law imposes this obligation only on providers of essential public services.
🟠How can I avoid fines if I don't fill in the identification of the supplier of goods/service provider on the complaint form?
A: It is the customer's responsibility to correctly fill in the identification and location of the supplier of goods/service provider.
However, it is the responsibility of the supplier of goods/service provider to provide all the details necessary for this and to confirm that the customer has filled in all the fields correctly.
Solution: The identification of the supplier of goods/service provider can be pre-filled (for example, by means of a stamp containing all the information that needs to be filled in). The stamp should be placed on all sheets (including duplicates, if necessary).
🟠I'm taking part in a temporary fair/exhibition, do I have to have a complaints book?
A: No, as it is a temporary fair/exhibition, it is not compulsory to have a complaints book.
🟠What should I do if the customer refuses to accept the duplicate of the complaint?
A: If the customer refuses to receive the duplicate of the complaint, the supplier of goods or service provider should write on the duplicate that the customer refused to receive the duplicate (or that they left the shop and didn't take the duplicate with them) and file it.
🟠How long do I have to keep the complaints book?
A: The complaints book must be kept for three years from the last complaint recorded in the book. After this period, the book must be destroyed.