Filing a complaint or appeal online is carried out only on the official website of the department. Addresses of territorial offices, contacts and directions for a personal visit are published here .
On this page you will find complete and up-to-date reference information about the work of the Office of the Federal Service for Supervision of Consumer Rights Protection and Human Welfare in the city of Moscow.
If you want to make a complaint or other question, select a territorial district of the city of Moscow, or consult with a specialist from the Unified Consultation Center by calling the hotline.
About the service
Rospotrebnadzor is a key body that exercises control and supervision, monitoring the epidemiological situation, the relationship between the consumer and the seller. The federal body also organizes measures to prevent the development of epidemics and diseases on Russian territory, including coronavirus infection.
To implement relevant activities, Rospotrebnadzor includes medical laboratories, scientific organizations, epidemiological departments in ministries and departments, federal centers and departments in the constituent entities.
To get help resolving a specific issue, you will first need to explain the situation to the operator. Next, the employee will redirect you to specialists from the required department.
Working hours
The all-Russian telephone number for consultation is available daily. The center operates around the clock without breaks. It is possible to reach the central office of the authorized body only from Monday to Friday. Opening hours are from 10:00 to 17:00, lunch break is from 12:00 to 12:45.
Calls are received from all regions of the Russian Federation. Important - operating hours are calculated according to Moscow time.
In what languages is the service provided?
Consultation at the contact center is available in two languages – Russian and English. In both cases there is a single hotline number. If necessary, the service employee will independently switch to an English-speaking operator.
What is the cost of a call?
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Ask a Question
Calls to current numbers of the Rospotrebnadzor department are free for all settlements of the Russian Federation. Free service is available from all listed telephone numbers of the help and consulting service. The cost does not depend on the mobile operator used. When calling from abroad, the cost of the call should be calculated based on the connected tariff.
What to write in a complaint?
The outcome of a complaint largely depends on how it is formulated. Thus, the complaint must meet the requirements established by the Law on Citizens' Appeals for Applications to Government Agencies:
- the complaint must contain the name of the authority to which it is sent, the personal data of the applicant (full name and address), the essence of the complaint, a list of attachments, date and signature;
- Insults and obscene language in the text are not allowed.
In addition, the complaint must be justified and contain the necessary evidence of the existence of the problem, as well as references to the provisions of the law or clauses of the contract violated by the seller.
Contents and sample of the complaint
The document is drawn up in free form, but in accordance with the rules of business writing. If the complaint is submitted in paper form, the document must begin with a header that indicates information about the recipient and sender of the complaint.
The content should be concise and succinct, especially if the complaint is submitted via the Internet, because you need to keep it to 4000 characters! It is better to skip emotions and experiences and add more specifics: indicate dates, product name, full names of employees, document details, etc.
After the description of the problem itself, there must be a motivational part with justification of the requirements and links to relevant laws. At the end the requirements themselves are listed. The paper version also lists the attachments and includes a date and signature.
Sample complaint
What questions can you ask?
The main specialization of Rospotrebnadzor is issues related to the protection of consumer rights and the well-being of citizens. On the official website in the sections “Activities”, “Documents” and “Control and Supervision” you can learn in detail about the specifics of the ministry’s activities.
Current methodological recommendations, decrees, regulations, instructions and orders, including those on work on diagnosing COVID-19 and the universal mask regime, are also posted here.
Sanitary and epidemiological well-being of the population
The most pressing issues for 2021 that Rospotrebnadzor employees can resolve include:
- mandatory self-isolation for coronavirus patients;
- rules for wearing masks in public places;
- the ability to move without masks and gloves;
- actions in case of contact with a COVID19 patient;
- undergoing antibody testing;
- the need to switch to distance learning;
- quarantine conditions.
At the Center for Molecular Diagnostics of Rospotrebnadzor, you can undergo a contactless check and find out the results of tests for coronavirus.
The civil service is also actively involved in issues of Ebola fever, influenza prevention, seasonal vaccination, hygiene in transport, food and other national programs.
Consumer rights Protection
In the field of consumer rights protection, Rospotrebnadzor pays attention to compliance by legal entities and individual entrepreneurs with current legislative norms and the requirements of the ZPP and SES. If necessary, conducts an examination to identify the fact of a violation. File a complaint against any enterprise, for example, a cafe, store, clinic, pharmacy, Russian Railways, Eldorado, Rostelecom or the boss of your own place of work.
The competence of Rospotrebnadzor includes the following issues:
- non-compliance of the goods with the initially specified characteristics;
- refusal of the seller to provide the necessary information;
- low product quality;
- safety of service and working conditions;
- certification of enterprise employees;
- checking the medical record in the registry for authenticity;
- the need to disinfect premises and place disinfectants;
- catering rules.
If violations are discovered, organizations may impose a fine or close the establishment altogether..
Click on the following link to go to the “Consultation Points” section. On the page you can clarify the location and name of the specialized territorial department.
What functions does the organization perform?
Employees of the Consumer Rights Protection Society via the hotline , incl. on state control and supervision of compliance with laws and regulations in the Russian Federation in the consumer market.
Rospotrebnadzor is in charge of preventing any violations of the Health Protection Regulations, informing and educating the population on issues of their consumer rights.
Every year the information system is improved, errors and disadvantages of the hotline are taken into account, and everything is done to ensure that the consumer receives a solution to his issue in a short time.
Functions of Rospotrebnadzor:
- State control, supervision in the field of sexually transmitted diseases.
- Monitoring compliance with sales rules, exchange of goods, provision of services or work.
- Check the activities of subjects in accordance with the requirements of the legislation of the Russian Federation.
- Maintain statistical records and generate reports.
- Prepare information for consumers, notify executive authorities about the measures taken.
- Consider appeals from citizens and legal entities. persons
Work in the field of ZPP is carried out in accordance with the Constitution of the Russian Federation, Federal Laws and GD No. 322 of June 30, 2004.
The main goal is to resolve issues of consumer services for the population, prevent the provision of low-quality services, level out inflated prices, illegal actions against individuals, legal entities and individual entrepreneurs. Write orders.
Phone numbers
Support for citizens is provided directly by the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, as well as through territorial centers. It is recommended to contact the department at your place of residence due to the high workload of the central office. This will allow the issue to be resolved more quickly.
Federal
The following contact numbers are currently available:
- 8(800)555-49-43 – consultation center;
- 8(800)100-00-04 – central office;
- 8(499)973-26-90 – phone number for inquiries;
- 8(495)974-96-46 – FBUN Central Research Institute of Epidemiology;
- 8(495)332-01-01 – Research Institute of Disinfectology;
- 8(495)954-45-36 – FBUZ Federal Center for Hygiene and Epidemiology;
- 8(499)151-11-89 – FBUZ IMC.
If you cannot contact the authorized body, it is recommended to check the relevance of your contacts. You can find out the current numbers in the “Telephone Help Line” tab of the official website. Click on the link to go.
In the regions
Federal service units are located in all regions of Russia. Contacts and location of the service office can be found on the official website using the following link. To make it easier to view information, the current data is distributed in the list by federal district.
If you click on the name of the subject, you can go to the web page of a specific department of Rosprednadzor, including for UR, RD, RM, RK, KCHR, EAO, RT, RS, RB and others.
Other methods of communication
There are alternative offline and online methods that allow you to resolve issues regarding hygiene and epidemiology or the protection of consumer rights:
- personal attendance at head office or regional office visits;
- in the form of an online appeal;
- using a virtual reception;
- through social networks – Instagram or Facebook.
The legal address of the head office is Moscow, per. Vadkovsky 18, p. 5. You can also send a registered letter with an appeal to this address.
Email or contact via website
At the moment, electronic document flow passes only through the official website of the Federal Service and the government services portal. To send an online request, go through the top panel to the “Submit Request” section and follow further instructions.
Public reception of Rospotrebnadzor
Reception of citizens in the main department is carried out on weekdays from 13:00 to 16:00, on Friday - from 10:00 to 13:00. All service departments work according to the appropriate schedule. It is recommended to find the admission procedure in the constituent entities on the website of the territorial unit. Pre-registration is not required, except by contacting the head of the authority.
How can I find out addresses and hotlines for contacting the territorial authority?
- To help residents of all districts of the Russian Federation whose rights are violated in the sphere of consumption, a network of territorial bodies of Rospotrebnadzor has been created. Their addresses and telephone numbers can be found here.
- By calling the hot numbers listed on official websites, you are guaranteed to receive advice or clarification.
- Residents of all districts have the opportunity to receive specialist help in the form of consultation by sending a request in writing. You can also consult on the current situation during a personal consultation by contacting the Public Reception of the territorial body of Rospotrebnadzor.
- For residents of all districts of the Russian Federation, there is, in addition, the opportunity to send an electronic appeal.
How to write a complaint?
A citizen can complain about the quality of compliance with sanitary and hygienic standards by an organization, including an employer, through an offline or online appeal. In the first case, send a letter using the sample to the territorial office. To file a complaint online:
- Follow the following link – petition.rospotrebnadzor.ru.
- Scroll to the bottom of the page and choose a format - without or with the need for verification.
- Confirm your agreement with the terms of consideration of the application.
- Enter personal and contact information in the form that opens - full name, telephone, fax, email and postal address.
- Indicate the essence of the request and, if necessary, attach documentary evidence.
- Click “Submit” to complete.
The period for consideration of the request is no more than 30 days from the date of registration of the request in the system.
To send an appeal requesting an unscheduled inspection, you must be authorized in the system through the State Services portal. Alternatively, you can file a complaint against management anonymously.
On the official website you can leave your own comments about the operation of the site. To do this, click on the tab on the right of the page, select the category of the message, write the essence and click “Send”.
When can I call the hotline number?
It is not always possible to contact Rospotrebnadzor in person in Moscow - there is usually not enough time to visit the local branch of the department. What to do in this situation? To quickly obtain competent advice, a hotline for the consumer rights protection department has been created. If a conflict situation arises, any citizen of the Russian Federation can exercise their legal right to receive legal assistance. Rospotrebnadzor is called in the following cases:
- Violation of the law when servicing a commercial financial institution. For example, a bank transfers a borrower's debt to a collection agency without the client's consent. Or changes the amount of interest on the loan at its own discretion (exception - this possibility is specified in the contract). The hotline of the consumer rights protection department in Moscow often receives complaints about the imposed insurance when applying for a loan.
- Consumer rights were violated by a trade organization. This category includes the sale of defective or expired goods, refusal to accept purchased low-quality goods and other unlawful actions of employees of retail outlets.
- Failure to comply with sanitary and hygienic standards. Dirt and garbage in the local area, dirty tap water, the presence of insects and rats in utility rooms and basements, gross violation of consumer living standards.
- Illegal use of residential areas in Moscow for the location of public catering establishments, car service centers, and entertainment venues.
- Failure to comply with the household waste collection schedule.
- The use of roads and sidewalks in courtyards for the mass passage of vehicles.
For your information
, the main advantage of the hotline of the consumer rights protection department in Moscow can be considered a high level of efficiency. Often, late contact with a lawyer leads to dire consequences. Quickly receiving competent information from a hotline employee will allow you to adequately resolve a conflict with a negligent seller.
