How to properly design a book of reviews and suggestions in 2021 (sample)

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 2021, 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.

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:

1. 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.

1. 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.

1. 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.).

1. The third page should indicate all the bodies that control the activities of the institution and supervise it.
2. On the fourth page and all subsequent ones, visitors to the establishment will write their complaints, reviews and suggestions.
3. 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.
4. 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.

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:

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.

Recommendations for writing a review or complaint

No one obliges the client to leave an entry in the review log in accordance with any clearly defined rules. It is enough to write a comment, gratitude or complaint in free form. But whether the consumer will receive a response to his request after such a recording is a separate topic.

Drawing up a complaint

To ensure that the complaint does not remain unattended, if not by the enterprise administration, then at least by the regulatory authorities, it must be drawn up following certain rules:

• use the established sample for writing a review, which is located on the first page of the book
• briefly and in detail outline the essence of the problem, excluding unnecessary information
• indicate the full date of the review or situation that occurred
• leave personal and contact information (telephone or postal address) for further contact if you receive a response from the company’s management

If the book has not been registered, then the likelihood that the claim will be considered is very small.

As a tool to influence the unlawful actions of an institution, you can leave your comments on the appropriate forums or the website of this enterprise. Reviews posted on the Internet have a much greater effect than those left in a document that is located directly at the enterprise.

Management or an entrepreneur should be very careful about entries in the guest book or comments left on the company’s website. At a minimum, express gratitude for the suggestions made or positive feedback. In case of a complaint, take timely measures to resolve the issue raised and eliminate the consequences.

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).

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.

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.

Where to buy?

There is no specific guidance in the Legislation regarding the appearance of the KOiP; accordingly, you can arrange it either yourself or buy a ready-made one , printed in a printing house.

You can buy the document directly from the printing house, as well as from bookstores or stationery stores.

Regardless of which option is chosen, strict compliance with the standards for the design of the Book is required, otherwise the organization will face an administrative fine .

When producing the Book yourself, it is recommended to adhere to the following algorithm:

• a notebook, sheets or magazine are purchased;
• the pages contain the necessary information about the organization;
• The sheets are stitched and numbered.

On the reverse side there is a seal (a piece of paper covering the knot from the firmware) indicating the number of pages, the signature of the manager and an imprint of the company's seal (if any).

The only difference between a self-made KOiP and a purchased one is that creating the former will require a little more effort and time.

Consumer Corner 2021, 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 2021 the following documents must hang in the consumer’s corner:

1. a certified copy of the state registration certificate;
2. a certified copy of the license (depending on the type of activity of the organization);
3. contacts of the bodies exercising control over the activities of the institution and an inspection log with their marks;
4. official printed publication of the Law “On Protection of Consumer Rights;
5. rules for the provision of catering services or the sale of certain types of goods (depending on the field of activity of the organization);
6. 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.

Administration actions

The employee against whom the complaint has been filed is obliged to immediately notify immediate management about the incident and provide a written explanation of the conflict situation. The head of the organization or an authorized representative must understand the circumstances of the incident within 2 days. Within 5 days, a record of the measures taken is made and a written response is sent to the consumer. Copies of such responses are kept by the organization for 12 months. Important! If the recording was made with the aim of exonerating an employee against whom a complaint was previously received, the complaint is subject to careful scrutiny.

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.

Regulations for using the complaint book

Enterprise management, which is not confident in the integrity of relationships with customers, most often keeps a book of complaints and suggestions away from the customer's access area. In some cases, in cafes or shops they keep it under the counter, confidently citing the fact that they give out the book only at the request of the client.

However, the rules for posting and storing a book of complaints and suggestions are regulated by inspection authorities. Therefore, in case of their violation, the regulatory authorities may have claims against the enterprise administration:

Example of a complaint

• The guest book must be visible to the consumer. This is either a specially designed buyer’s corner or at the checkout.
• There should be a ballpoint pen in close proximity to the document. Entries in pencil are not made in the book to prevent editing by the establishment's staff.
• The guest book must always be at the enterprise, so it cannot be taken away even by the relevant authorities for inspection.
• Information about each new review submitted must be provided by the responsible employee to the head of the enterprise on the same day after leaving the entry.
• The frequency of inspection by a manager or responsible person at the enterprise should not exceed three months.

Important! Employees or management of the enterprise do not have the right to deny access to the guest book. Such actions are illegal and violate consumer rights. The refusal is a signal that the supervisory authorities have something to do at this enterprise.

In case of refusal to issue a book of complaints, you can proceed further according to the following plan:

1. Ask to explain the reason for the refusal.
2. Try to invite a manager or senior in position than the person who refused to issue.
3. Intimidate by contacting the relevant authorities.
4. Start recording with a camera or phone recorder.
5. Make a written statement of claim and make a copy of it, leave one copy with the administration of the enterprise, and keep the second copy with the signature of the person who accepted the application and a signature stamp for further use as evidence.