Complaints about poor quality services: how to file and where to send?

In accordance with the law, a complaint can be filed anonymously, but not every authority will accept it for consideration. A complaint is an expression of one’s dissatisfaction with the work of a certain sphere (social, law enforcement, educational, medical, and so on). After the complaint is submitted, government bodies that have the authority to consider it and make a certain decision, which may favor both the citizen who filed the complaint and the one who is the subject of the complaint. In this article, we will look at how you can submit an anonymous complaint and which government agencies can accept it.

What kind of complaint is called anonymous?

Anonymous complaints are usually sent in cases where a person has information about a serious offense or the commission of illegal actions that are planned.

An anonymous complaint is called if personal information is not indicated in the written dissatisfaction:

1. Last name, first name and patronymic of the citizen who makes the appeal;
2. A means of communication, which can be either a mobile phone or a landline telephone; in addition, this can also include an email address;
3. Full address where the citizen is registered or resides;
4. Identity document details;

Important! However, anonymous complaints generally do not have information about the person, but contact information is required, since the author of the complaint is waiting for a response, which can only be transmitted using contact information.

If there is no information about the citizen who made the appeal, then such a complaint should be transferred only to those bodies that have the ability to work with such appeals.

Sometimes citizens indicate incorrect connections (incorrect full name, address), in which case the complaint will also not be considered.

Important! Regardless of whether the complaint is anonymous or not, it should not contain obscene language or threats.

Drawing up an anonymous letter to the prosecutor's office

Federal Law No. 59 “On Citizens' Appeals” establishes the rules for drawing up complaints submitted to government authorities. The application, among other things, must contain the applicant’s personal passport information and his contacts – residential address and telephone number. If the submitted paper does not contain information about one of these parameters, then it is automatically considered anonymous and will be refused consideration.

Based on these provisions, it is impossible to submit an anonymous appeal to the prosecutor's office .

But there are exceptions . A complaint submitted incognito will be considered if it concerns socially significant offenses.

The full list of these crimes looks like this:

• Information about the crime committed;
• Information about the persons who committed the crime;
• Corruption on the part of officials, security forces and other civil servants: for example, extortion of a bribe;
• Data on upcoming or already committed terrorist attacks;
• Offenses committed by the employer.

In the latter case, contacting the Labor Inspectorate will be much more effective. This department has launched an electronic service where you can complain about violations of the Labor Code without giving out your details.

Structurally, a written statement must consist of the following parts:

1. Applicant details. An anonymous application to the prosecutor's office a priori implies keeping this information secret. The applicant may either not provide any information about himself or hide behind a fictitious pseudonym.
2. Description of the essence of the offense. Here the essence of the case is stated - information about a crime committed or being prepared, and other reasons that forced you to contact the prosecutor's office.
3. Conclusion. In this part of the paper, you need to put forward specific demands on the prosecutor: for example, to check the facts stated in the appeal. The date is indicated at the end of the document. Signature, since full name is not indicated. no submitter required.

Variations of anonymous complaints

Regardless of the type of complaint, if it does not have an address and initials, then it will be a priori anonymous.

Reasons for appeal

In order to write a complaint, you must have grounds that will serve as proceedings in a further case.

Of course, it is impossible to talk about all the reasons, so before writing you should make sure whether your reason is really worth having higher authorities understand.

Result of anonymous complaint

Anonymity does not guarantee whether the result of a given message will be positive or not. For example, you can write a fairly formal, anonymous complaint and have good reasons for it. In this case, it will be considered in accordance with the law.

Or maybe the complaint is not anonymous, but it will be returned to the author, since it will contain violations such as swearing, swearing, and so on.

Therefore, it is impossible to say exactly what kind of response a submitted complaint will receive if its text is not in front of your eyes.

Where to submit a complaint incognito?

An anonymous complaint can only be sent to a narrow circle of people who have the authority to do so.

It is strictly forbidden to accept for consideration anonymous complaints that are sent to such authorities as:

1. Labour Inspectorate. This authority legally controls the relationship between employee and employer. Accordingly, here are all questions that relate to work and activities.
2. The Federal Tax Service, which is obliged to monitor the timely payment of tax obligations from both individuals and legal entities;
3. Federal Migration Service, which controls the presence of foreign citizens and their activities on the territory of the Russian Federation;
4. The court also does not have the right to consider anonymous complaints.

To whom and where to complain about an employer: methods provided for by the Labor Code of the Russian Federation

The question of where to file a complaint against an employer arises among workers quite often, and the legislation provides for a significant number of supervisory authorities that have the right to conduct inspections of compliance with labor law requirements. The list of ways in which a citizen can protect his labor rights is listed in Art. 352 Labor Code of the Russian Federation.

They are:

• Self-defense of your rights. According to the requirements of Art. 379 of the Labor Code of the Russian Federation, an employee may refuse assigned work (after notifying the administration in writing) in cases where such work poses a threat to his life (health), is not provided for by the contract, or if wages are delayed for more than 15 days.
• Protection of rights with the assistance of a trade union or other association of workers. Do not forget that Art. 370 of the Labor Code of the Russian Federation gives the trade union, its representatives and the bodies formed by it broad rights to monitor the organization’s administration’s compliance with the requirements of the Labor Code of the Russian Federation, local acts and the collective agreement.
• Contacting government authorities (labor and tax inspectorates, prosecutors, etc.).
• Appeal to the courts in cases of disagreement with the decisions of labor dispute commissions, government bodies and officials, as well as directly on the issues listed in Art. 391 Labor Code of the Russian Federation.

How to express your dissatisfaction?

You can express your dissatisfaction in absolutely any convenient way, which, by the way, will not affect the time allotted for the response.

Terms and procedure for going to court

According to the requirements of Art. 392 of the Labor Code of the Russian Federation, a complaint against the organization’s administration should be filed with the court within 3 months from the moment the employee learned of a violation of his rights. At the same time, an even shorter period has been established for resolving disputes regarding dismissal - 1 month.

Consider labor disputes in accordance with the requirements of Art. 24 of the Code of Civil Procedure of the Russian Federation, the district (city) court is authorized.

Appeal to the court is made by filing a statement of claim. The requirements for it and the attached documents are listed in Art. 131 and 132 of the Code of Civil Procedure of the Russian Federation. It should also be remembered that, by virtue of the provisions of Art. 393 of the Labor Code of the Russian Federation, the employee does not need to pay a fee for going to court, as well as other legal expenses.

Refusal to consider

A complaint that contains the following points with a 99% probability will not be considered at all:

1. If it is written in a foreign language;
2. If it is written by hand, but it is impossible to understand what exactly is contained there;
3. Has no proof;
4. Has incorrect expressions.

Important! If the complaint contains information that does not correspond to reality, and therefore is false. This may result in penalties in accordance with the law, which will be addressed to the person who wrote the complaint.

If the information is false and affects data that entails many authorities, then the person can be forcibly searched. For example, they say that one of the establishments may be mined, all the authorities immediately gather there, but this information is false.

Expert opinion

When a person applies for a service that is provided to him within the framework of the law or in return for an additional fee, he certainly expects a positive result and quality service. It is when this chain is broken that a person thinks about a complaint, which, in his opinion, can resolve all the omissions and conflicts that have arisen.

This is true, but not all citizens can openly express their opinion, so they resort to an anonymous complaint. There is nothing like that here, the citizen is simply afraid of the consequences that may arise after writing a complaint. Just before sending a complaint, you should make sure whether it will be considered by this body if it does not have contact information.

Sometimes anonymous requests are made not only by adults, but also by children who need help, in which case it costs us a lot of effort to find the author and provide qualified assistance. Therefore, I would like to say that there is no need to be afraid of the consequences, since this is punishable from the side that will exercise influence on the author.

Russian statesman and public figure, human rights activist. Commissioner for Children's Rights Anna Yurievna Kuznetsova

Common mistakes

Mistake No. 1: Silence of violation of the law by a certain person or government body.

Comment: Unfortunately, this is one of the common mistakes that in one way or another affect your future fate. Let's consider an example that almost every person has encountered, but some were silent, while others prevented it. The basis is a bribe, especially if it concerns public sector specialists such as police officers, health care and education. A person takes a bribe for services and then continues to work, where he takes bribes in larger quantities and so on higher and higher, until there is a caring person who will write a complaint and management will take certain measures against this specialist.

How to write a complaint correctly: examples and recommendations

Welcome to complain! Today we are once again exploring the expanses of non-standard copywriting, and this time we are looking at how to write complaints correctly so that they have the maximum effect. Complaints, in general, have magical properties and are often used to manipulate people. As in any business, writing complaints has its secrets, features and subtle points, and today we will analyze all of them in detail.

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For many, writing a complaint may seem like the last drop of patience, but in fact, this is not entirely true. Complaining is a way to get what you want. In other words, it is a means to an end.

Before writing a complaint

Before writing a complaint, remember that any action you take has consequences, and complaints, as a rule, are not anonymous. If the complaint is the lesser evil or the game is worth the trouble, then go ahead, but if there are other options, then it is better to consider them all.

For example, the threat of writing a complaint often has a much greater impact than the fact of writing it. This is especially true for various institutions or points of service provision, where a complaint book is required. Administrators are shaking over this book like Koschey over his needle. This is explained by the fact that if someone decides to write a complaint there, and then an inspection comes, say, from state control, then the institution will have problems, and quite a lot at that. This is why a complaint is a universal means of manipulation, even when it has not yet been written.

Writing a complaint: main points

Let's move from theory to practice. First of all, you need to remember that, depending on how the complaint is written, it can have either a strong or weak effect. A poorly written complaint can even, on the contrary, harm you. So, point by point, what you should pay attention to...

1. Presentation style

All complaints are written exclusively in an official business style, which is characterized by its inherent features. You can learn more about these features from the article “Formal business style. Examples and principles of creating business texts.”

2. Lack of emotions

If you are planning to write a complaint, remember that in this case the first rule is the same as in writing nasty things: there should be no emotions in the text. Only cold and striking text. More than half of the people who write complaints pour all their anger, all their worries and upset feelings into them. Emotions here are not only inappropriate, but can also be harmful.

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One of my friends, at one time, bought a low-quality product in a store and demanded a refund. The store administrator made her look like a complete fool and flatly refused to compensate her for the amount of money. The woman wrote a tearful complaint and left, however, judging by her story and what was written in the complaint, the administrator turned it into a misunderstanding and got out of it by telling management that a hysterical woman had come to the store and simply felt sorry for money for a quality product. I assume that the administrator enthusiastically said that she defended, first of all, the interests of the store, was polite and tactful with the customer, but the woman could not be appeased. In a word, the matter was hushed up, and the sediment remained.

Then I gave some recommendations to my friend and, since it was summer, when food spoils very quickly, the opportunity to get even presented itself quite soon. The woman wrote the complaint harshly, coldly, using only facts and in accordance with the recommendations set out in this article.

She then enthusiastically told me how the administrator’s attitude towards her had radically changed. The anger and arrogance instantly evaporated, the store employee ran in front of her like a helpful dog and tearfully asked her to withdraw the complaint, and it was really great.

Of course, the secret of such metamorphoses lies in the complaint itself, an example of which you will find at the end of the article.

3. Only arguments and facts

The more arguments there are in a complaint, the stronger its effect. No one needs a large volume of water in jelly and greatly irritates those who deal with dozens of these complaints every day.

When you sit down to write a complaint, remember that it will be read by a person who doesn’t really care about your problems. This is the default. That is why it is extremely important to show with objective arguments that your complaint is not just a tearful piece of paper with scribbles. Show that it has real weight. To do this, you need to present dry arguments, you can even push them in the direction you need.

For example, you can use the following phrases:

• That leads to…
• What discredits...
• What negatively affects...
• What poses a threat to...

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And so on...

4. Effective volume

When sitting down to write a complaint, remember that the larger it is, the less likely it is that it will be read in its entirety. At best, it will simply be viewed. Therefore, try to convey the main facts in the most concise form.

At the same time, a too short complaint without objective justification will also have no effect. That is why neither in the first nor in the second case should you rush to extremes.

5. Clearly stated requirements

Any complaint must make specific demands. Even if you simply bring to the attention of the store management the fact of the rude attitude of the cashier towards you, and do not make any special demands, then in such a case there is a universal requirement that is suitable for writing 80% of complaints:

Please take appropriate measures.

Important note: demands in a complaint always begin with the word “Please.”

6. Links in the complaint

Whoever and against whomever you have to write a complaint, remember that the final decision is ultimately made by the person. But the bureaucratic apparatus is structured in such a way that decisions are not made in most instances; they must be based on certain regulations.

Now imagine two situations:

1. You are just writing a complaint
2. You write a complaint, referring to paragraphs, for example, of the Code of Administrative Offenses

In the first case, the responsible person who reads your complaint must adjust your arguments to the letter of the law. To do this, he needs to think, maybe even look at the reference book, if he is not lazy, there are no problems at home, he is in a working mood, etc. In general, you get the idea.

In the second case, you do all the work yourself. Those. the responsible person can only sign the resolution, because everything is logical, everything is according to the law, and this relieves him of all responsibility. This is one of those subtle nuances.

7. Collective complaint

Do you remember in the film “Ivan Vasilyevich Changes His Profession” the hero of Vladimir Etush threatened to file a collective complaint? In fact, there is one very powerful truth in this joke. The fact is that the more people complain, the more weight the complaint has and the stronger the resonance it causes.

Compare: it’s one thing when a certain Vasya Pupkin files a complaint with the housing office, and quite another when the residents of the entire building write a complaint. The advantage of a collective complaint is that you can write it yourself, and your friends, acquaintances, neighbors, etc. can sign it.

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8. Small nuances

Make sure there are no grammatical or punctuation errors in your complaint. They greatly spoil the impression and nullify its entire effect.

Example of a written complaint

Finally, let's look at an example complaint. Let's take a typical situation in a store: they sold you a low-quality product, they were rude to you, and you decided to show everyone Kuzka's mother, showing all your epistolary talent in a book of comments and suggestions (it is also called a complaint book). How this might look in practice...

I, Ivanov Ivan Ivanovich, report the fact of blatant disgrace and cynical attitude towards me on the part of the senior administrator of duty store No. 39 in Primerovsk, A. A. Aleksandrova, and ask that appropriate measures be taken to prevent similar situations in the future.

On August 10, I bought a semi-finished chicken product produced by ODO “Kurochka”, packaged by employees of duty store No. 39 in Primerovsk. Specified packing date: August 10. However, when opening the package, it turned out that the semi-finished product was unfit for consumption, since it had a rotten smell and had a characteristic brown color with peeling inside the piece of meat.

In response to my demands to return the money for a low-quality product, senior administrator Aleksandrova A.A. with particular cynicism, she began to draw the attention of surrounding buyers to my shortcomings, refused to compensate me for the specified amount, thereby violating not only paragraphs 1.6 of Article 12 of the Law on the Protection of Consumer Rights, but also elementary ethical and moral norms. Such an attitude discredits the store management in the eyes of customers and is unacceptable.

Please accept in relation to Alexandrova A.A. take appropriate measures to avoid the occurrence of similar situations in the future and notify me of the decision made by telephone.

conclusions

If you are offended or your rights are violated, then the universal way out is to write a complaint, and do it correctly. This article provides basic recommendations and an example of a complaint. However, if you still have any questions, you can feel free to ask them in the comments or contact me personally.

Common Questions

Question No. 1: Is it possible to anonymously send a complaint to any authorities?

Answer: Unfortunately, no, only a narrow circle of authorities have the right to consider an anonymous complaint and only on specific issues. For example, you can contact the Prosecutor's Office of the Russian Federation anonymously, but for this the complaint must concern the issue of corruption or a future incident. In other matters, the prosecutor's office will not accept anonymous requests.

Question No. 2 : What will happen to the complaint that is written on emotions and is not supported by evidence?

Answer: It is worth remembering one important rule - if you are going to write a complaint, you must have one or more evidence. Otherwise, you should not write it, since you may not punish your opponent, but you yourself may end up under the article of slander. Evidence can be: photographs, recordings of conversations and videos, testimony of witnesses, messages, things, etc. If there is evidence, but for some reason it was not attached to the complaint, then after returning the complaint it should be sent again and with evidence.

Grounds for a complaint against an MFO

First, let's make it clear: if you took out a microloan from MCC and did not return it, the organization has the legal right to act - call you and remind you about the debt, charge a penalty, and sue. Everything is legal - the borrowed money must be repaid. Grounds for a complaint arise when a microcredit company goes beyond the law either when collecting a debt or when concluding an agreement. Valid reasons for complaint:

• MCC does not have a license to issue microloans;
• the organization posts incorrect or misleading information about its offerings (or nothing at all) on its website or office;
• The microfinance organization prevents the repayment of the debt in order to increase the fine;
• the company uses prohibited methods of returning money - discloses your personal data, transfers credit rights to collectors without your consent;
• the annual interest rate on a loan for up to a year exceeds 365%;
• you received a microloan secured by real estate collateral;
• the amount of the fine + overdue amount exceeded twice the size of the mini-loan;
• They took extra money from you without your knowledge - for restructuring, for example;
• the microfinance organization changed the terms of the agreement without your consent after it was concluded;
• MCC employees or collectors call too often or do it at prohibited times;
• The MFO ignores your lawyer and continues to call you;
• debt collectors exert psychological pressure, threaten you, or do anything that harms you.

As you can see, there are many reasons to complain. Let's figure out how to compose it and where to send it.