Even if all the service providers are obliged to keep and provide registers of complaints, the inspectors of the Consumer Protection Agency say the providers often refuse to present them or tear away pages with consumers’ complaints.
Deputy head of the Agency’s Consumer Relations Division Sergiu Lelic has told IPN that there are economic entities keeping by five such registers and, during inspections, present only the register without complaints. Even if the service providers do not pursue evil goals and have only one register, the complaint left by the consumer will be seen only during inspections.
When the consumers submit complaints, they must indicate their personal data, such as the name, surname, home address and phone number. If the consumer made a complaint and sees that the page with the complaint disappeared from the register in a period, they can inform the Consumer Protection Agency. The consumers can also photograph the given page so as to have evidence.
Sergiu Lelic also said that the national legislation does not stipulate penalties for tearing away pages from the register. The inspectors can only issue a prescription urging the provider to bring the register of complaints in order, which is to buy a new one.
The lack of register or the refusal to present it to consumers is punished with a fine of 2,000 to 3,600 lei.
