Consumer's corner: what should be and how to arrange it correctly?

2024 Author: Howard Calhoun | [email protected]. Last modified: 2024-01-17 18:37

Reception or service room is the "face" of any enterprise. An indispensable element in it is a stand with information on protecting the rights of customers. An informative and beautifully designed Consumer Rights Corner can become a center of communication with visitors. The original stand will be a winning feature of the interior and will help emphasize the organizational image. When selecting documents for the "Corner" it is always necessary to rely on existing rules. What should be the consumer's corner while complying with legal requirements?

Legal Framework for Consumer's Corner

The official legislative basis for the formation of the stand is the Law of the Russian Federation "On the Protection of Consumer Rights" (Articles 8-10) and the Rules for the Sale of Certain Types of Goods (clause 10).

The stand "Consumer's Corner" is deprived of its official name, since its wording is not given in the legislation. Only the requirements and the list of documentation posted on it are indicated.

Enterprises belonging to any organizational and legal forms, manufacturing, dispensing a product or providing services, are obligedprovide the consumer with the opportunity to access information about their enterprise, about the mode of operation, features of goods and services.

The rights of the client to familiarize themselves with these reliable data are stated in the 8th article of the law. It is required to place documents for the consumer stand in a conspicuous and easily accessible place. Therefore, the "Corner" should be hung so that visitors can freely approach it and study it.

According to the law, the consumer is required to convey information such as:

• official registration of a form that manufactures, sells a product or performs a service;
• registrar;
• license and accreditation for certain areas of activity.

All mandatory information is contained in the Rules for the sale of certain types of goods. The text with them is also placed on the information stand. Entrepreneurs who violate the rules will face liability, in accordance with Art. 14.5 of the Administrative Code.

Required documents for "Consumer Corner"

A number of mandatory documents must be prepared for a consumer stand.

1. Certificate of state registration (certified copy).
2. License - depends on the type of activity chosen (certified copy).
3. List of all departments and bodies (with addresses and telephone numbers) that perform the control function, and a log of checks with marks of bodies.
4. The Law of the Russian Federation "On Protection of Consumer Rights". Inspectors usually takeprinted edition. Printouts of documents from the Internet are not considered reliable sources.
5. Rules for the sale of certain types of goods or Rules for the provision of catering services (the choice is determined by the scope of the enterprise).
6. Book of reviews. In most cases, it hangs on a stand in a pocket to remain freely available to the consumer. The book does not belong to its mandatory elements, as it is provided after the client has requested it (clause 8 of the Rules of Sale).

The Law "On Protection of Consumer Rights" states that sellers (manufacturers or performers) inform customers about the brand name of the enterprise, its address and work procedure with the help of a sign. In addition, individual entrepreneurs provide data on state registration and the department that carried it out. The working hours that employees must always adhere to are indicated on the sign and stand.

Additional documentation for the booth

The presence of not only mandatory documentation, but also additional information plays an important role in the provision of services and the sale of goods to the population. The list of such documents is not regulated by law, but Rospotrebnadzor checks them.

List of additional documentation for consumer booth:

• Escape plan and fire safety instructions.
• SanPiNs (developed as separate standards for catering and food trade).
• Rules for the implementation of personal services (used by enterprises in this area) and price listservices offered.
• Legislative benefits and conditions for serving certain categories of the population.
• Information related to the sale of certain product categories. For example, the prohibition and liability for the sale of alcohol and tobacco products to children.

Such an important element as telephones for the consumer's corner includes telephone numbers for emergency services (Ministry of Emergency Situations and others), departments that control sellers, and services where customers can complain. The address and telephone number of the local consumer protection department is required.

With a large stand, you can additionally hang standards for the storage of food products, according to sanitary rules. Sometimes it is required to demonstrate to the client other information, useful rules.

Decoration of the consumer's corner individually for all enterprises. Each field of activity dictates its own conditions. A beauty salon, a hairdressing salon require sanitary standards and rules for the placement of equipment in the room. Commission trading is not possible without appropriate rules. Pharmacies need regulations governing the dispensing of essential drugs.

Supervisory bodies for "Consumer's Corner"

The content of the consumer stand is monitored by Rospotrebnadzor. If violations were found during the verification process, an administrative pen alty and a fine may be imposed on the organization: for an entrepreneur - up to 3 thousand rubles, and for a legal entity - up to 30 thousand. The recovery can be appealed in court, but it is much easier to prepare all the documents at once according to the rules.

The consumer protection stand is the object of attention of local authorities and departments. Mandatory information includes local laws.

Certificates, licenses and certificates

All documentation regulating the activities of sellers (executors, manufacturers), relationships with customers, is posted at the "Consumer's Corner" stand. What should be on it to confirm government control?

Evidence	A certified copy of the certificate of state registration of the company, which is mentioned in the legislation (the first paragraph of Article 9 of the Law "On Protection of Consumer Rights").
	Copy of tax registration certificate.
	Certificate of accreditation (number, period of validity and agency that issued it).
	Trade organizations provide a copy of the document on entering the organization in the commercial register. It is formed by the authorities of the constituent entities of the Russian Federation and is regulated by the Law "On the Fundamentals of State Regulation of Trade Activities in the Russian Federation". The register contains data on the trade sector at the regional level and enterprises engaged in the sale and supply of any goods. Manufacturers are not included.
Licenses	An enterprise engaged in licensed areas of activity must be licensed. Legallythe consumer has the right to see the license and find out who issued it, for what period and under what number.
Certificates and declarations	Certificates and declarations indicating the compliance of the services provided and the work carried out with existing standards (document number, validity period, agency that accepted or registered).

This list of documentation must be provided at the permanent premises (customer stand) and at the site of temporary fairs, hawkers, sales through kiosks, tents or at field service.

Product list and service industry data

According to the rules for servicing in the field of consumer services, the contractor is obliged to provide the customer with information about the services. It is usually hung on the corner of the consumer. What should always be available to the public for review?

1. Assortment of services, works together with the forms of their implementation. Form of payment, cost of services and required materials.
2. Indications for standards for the provision of services and performance of work.
3. Terms of performance and warranty periods.
4. Data on the specialist performing the work.
5. Samples of contracts, receipts and various documents issued to the client.
6. Samples and magazines with visual models.

"Complaints" book

The design of the consumer's corner is impossible to imagine without a guest book. To organizations whose duty it is to provide it,refer to:

• pharmacies;
• catering;
• trading enterprises for the sale of certain types of goods;
• Small retail chain;
• household service firms;
• enterprises for the repair and maintenance of cars, vehicles.

The "complaint" book, as a rule, is placed in plain sight, available and presented to the client as soon as he requested it. It is registered with the local department that controls the trading sector and public catering. Conducted in accordance with the "Instructions on the book of complaints".

The presence of the book is checked in all pavilions, shops, tents, as well as the corner of the consumer. What should be prepared in the store for a visitor who wants to exercise his right to complain? Of course, a chair and a place at the table to write a thank you, a request or a complaint.

It is forbidden to ask a client who wants to leave a review for a passport and any documents, ask questions about why he asked for a book, why he is writing a complaint.

Record book

Requirements for the consumer's corner are related to the existence of a log to record checks. It is not required to hang it on the stand, but simply to have it in stock. Representatives of control bodies leave in it a mark on the results of the inspection carried out. It is indicated who conducted the event, date, time, reason for the inspection, its subject and tasks, notes on violations found, protocols drawn up and instructions issued. In the absence of a journal, an act is drawn up. Control measures are regulated by a speciallegislation.

What should alcohol distributors include in the buyer's corner?

Many enterprises sell alcoholic products. What information should be prepared to provide an interested client? What to put on the booth?

In the consumer corner, you need to hang an excerpt from the 19th chapter of the "Rules for the sale of certain types of goods." According to these rules, the management of the organization is obliged to provide the client with visual and accessible information: price list, consumer properties, alcohol sales hours.

It is noted that the seller prepares and provides the following documentation at the first request of the consumer:

• Documents confirming that the seller or manufacturer has passed the certification of the product.
• Data on state standards for alcoholic products.
• Producer information: country of manufacture, company name, legal address, date and place of bottling.
• Price for products (name, cost).
• Nutritional value and volume in containers.
• Existing contraindications to drinking alcohol.
• Composition and ingredients of the product, additives used.
• Information about GMO ingredients or harmful to he alth.

All data is subject to established requirements and technical standards.

What could a Consumer Corner booth look like?

What does a standard corner look likeconsumer? There are no strict requirements. There is no regulation for appearance, stand location.

The main rule is visibility, accessibility for visitors and presentation of documents on demand. It is necessary to provide comfortable conditions for the client to independently study the documentation.

How to design a consumer corner? Documents can be marked simply on the stand or in folders, on shelves, in any form convenient for customers. But an insulated glass showcase is not suitable for these purposes, as it interferes with the main thing - accessibility.

A popular option is a stand with documents in transparent pockets. Sometimes small folders are fixed on it. If the documents are placed simply in a folder, then the inscription “Information for consumers” must be made on the folder. It is better to keep it on public display, in the public domain.

Up-to-date information is always important for customers. Consumer documentation should be updated as it becomes outdated.

Ready consumer corner (sample booth) can always be seen in many advertising and manufacturing firms in several versions. Before manufacturing or ordering a stand, it is necessary to collect a package of documents for placement on it and determine the size and number of pockets.

Thus, the lack of standards and the variety of options make it possible to make an aesthetically attractive and interesting "Consumer's Corner". What should be on such a stand? Documents that regulate the activities of the organization,relations with customers and obligations of the seller (executor, manufacturer).