To write a complaint to Rospotrebnadzor you need to know how to do this. A sample document will help with this. It is also necessary to find out in what situations you should contact Rospotrebnadzor and what kind of organization it is. Its main task is to protect consumer rights. You can contact us here if there is reason to believe that the store has treated the consumer inappropriately. Contacting Rospotrebnadzor helps restore justice. She accepts documents and investigates the situation. But if you write the complaint incorrectly, the document may not be accepted.
Why rusty water flows from the tap: reasons
Almost every person has encountered the problem of rusty or contaminated water. Unfortunately, this problem is very common, and many users wonder why this cloudy liquid starts flowing from the taps.
The reasons for the appearance of rusty water can be very diverse:
- poor cleaning. Water contains many particles of various metals, therefore, before supplying the liquid to consumers, it is necessary to carry out purification. Unfortunately, suppliers do not always fulfill their obligations and continue to filter water improperly;
- high level of wear and tear of communications (this problem is not relevant if the consumer lives in a new building). The plumbing system consists of metal pipes. If a system is used long enough, its component parts gradually wear out, causing the water flowing through it to become contaminated, causing it to turn brown;
- planned outages. Every year, before the start of the heating season and upon its completion, utility workers check the condition of utilities, including water supply, carrying out the necessary repairs. After starting the water supply, water with traces of rust may appear for some time, but this problem quickly disappears.
To the administration
The administration of the locality is interested in the proper maintenance of the city territory, its communications, and orders repair and construction work, including water supply networks. Therefore, if the water utility violates its obligations, you can complain to the local administration. To do this, you need to write a statement in two copies, stating the essence of the detected violations and demanding their elimination.
The complaint is registered at the reception, leaving one of the copies with you, or the document is sent by mail.
Where to complain, call
Most often, users do not know where to complain when dirty and cloudy water flows. The legislator determines that the management company acts as a subscriber when supplying this liquid resource, which then distributes it among its consumers. Therefore, if a citizen is faced with a problem of rusty water, first of all he should receive comments from representatives of the management company or the emergency service. To do this, he can call hotlines or submit a written complaint.
Experts recommend submitting an official written complaint to the management company staff. The result of the appeal will be a visit by an authorized employee who will check the situation and create conditions for eliminating the problem. If the management company or emergency service does not respond to the complaint, the user will have to submit the complaint to higher authorities. This can be done at Rospotrebnadzor and the prosecutor's office. If we take the capital as an example, Moscow is quickly getting rid of problems with poor-quality supplies of the most essential liquid for life.
If a citizen wants his problem to be resolved as quickly as possible, he has the right to conduct an independent examination of the quality of the water that flows into his home. The research results are attached to the complaint and act as a reasoned evidence base, confirming that the consumer is right. It should also be noted that you still need to pay, otherwise the complaint will not be accepted for consideration.
Consumer protection
The main task of Rospotrebnadzor is to ensure that consumer rights are unquestioningly fulfilled. If these rights are violated, you can seek help from the regulatory authority. To get help, citizens can write if a citizen received a low-quality service or was sold a product that does not meet quality standards, the actions of some company, individual entrepreneur, etc. threaten not only the health of consumers, but also the environment as a whole.
They will also be punished if the company provided deliberately false information about its goods or services (for example, did not mention a dangerous ingredient in its composition) or if] violates consumer rights[/anchor] in those points provided for by the legislation of the country (it does not matter whether this is violation intentional or accidental).
Customers who have received low-quality services or goods must treat this fact responsibly and report it to Rospotrebnadzor for inspections. You yourself must monitor how manufacturers fulfill their responsibilities to consumers. If violations occur, you need to file a complaint about this with Rospotrebnadzor. The service carries out checks according to plan, but they are reported, and the culprits can hide the shortcomings.
But when complaints are filed, the inspection occurs unscheduled, and it is impossible for the store to prepare for it. Unless you correct all the shortcomings yourself without a pointer. But not everyone does this. Therefore, unscheduled inspections allow you to see the picture as it is. Because they have no schedule or any routine. The trigger is that someone decides to make and file a complaint.
Law on Consumer Protection
The rights of consumers, as well as their protection, are discussed in Article 7 of the law of the same name. The same article indicates what requirements are put forward for the document to Rospotrebnadzor if the consumer’s rights were violated during the provision of some service or the purchase of goods.
You need to make a complaint about the store in this order:
- information about the Federal Service (details and name of the department);
- personal information of the applicant complaining about non-compliance with his rights (full name and contact information through which the applicant can be contacted);
- a description that includes a full overview of the problem, clarification of the circumstances of the violation, the name of the store, the name of the employee who contributed to the violation (or became a direct participant), the legal norms violated, additional information confirming the offense, etc.
- a request to Rospotrebnadzor for the sake of which the complaint was initiated;
- the date when the document was submitted to the relevant authorities;
- the personal signature of the applicant, which certifies the document and gives it legal force.
If there is no response from the Federal Service
An official response to application samples is not always received. There are situations when Rospotrebnadzor is not obliged to respond to the applicant, or there is no need for it to do so. Cases when Rospotrebnadzor may ignore an application drawn up by a client are described in Article 11 of the Federal Law. Examples of situations when Rospotrebnadzor has the right to ignore an application are if the applicant correctly compiled the application and described the situation in detail, but did not indicate his personal data. Such a complaint is considered anonymous, and it will even be considered by the authorized bodies.
They will not consider the document if the text of the complaint contains a lot of profanity. The complaint is an official document, therefore the use of colloquial speech and obscenities renders it unusable. Exactly the same effect will occur if direct threats are used in a complaint, no matter who they are addressed to - the accused or employees of Rospotrebnadzor.
The written text is unreadable. This refers to both a handwritten document (the person who wrote this document has poor handwriting) and if there are many errors in the printed document that make the text illegible. It is also important to write the requirements clearly, because if the document does not have a clearly stated message, it loses all its meaning.
If a person decides to submit several identical complaints to Rospotrebnadzor regarding the same event. An exception may be repeated appeals where new circumstances, evidence or features of the case are indicated. Situations when an answer requires the use of secret documentation that cannot be disclosed to the average consumer. But in this case, they will send a letter explaining the circumstances why Rospotrebnadzor cannot give a full answer.
When to file a complaint
There are several rules according to which you can file a complaint only if there was a sale of products that had expired, when sanitary standards were not observed during storage and distribution, or if the cost of the product or service did not correspond to what was indicated on the price tag.
How to officially check water quality
An inspection can be carried out at the official level with the help of departments and authorities that have a license to carry out research work. Previously, the inspection was carried out by the Sanitary and Epidemiological Station. After its entry into Rospotrebnadzor, this responsibility was transferred to the newly formed department.
Over time, the state decided to prohibit Rospotrebnadzor from providing paid services, and therefore the Federal Center for Hygiene and Epidemiology now checks water quality. This requirement is approved by the Housing Code.
In addition, various independent expert laboratories with licensed specialists and resources to conduct large-scale studies can test water from the tap (both in the bathroom and in others) for contamination. This service is a paid service and is paid by the customer. However, if the case goes to court, the consumer has the right to demand that the management company reimburse all costs incurred to check the quality of the supplied liquid.
Requirements for the content of the request under 44-FZ
The state request for CP must comply with the established form and contain the following information:
- full name of the customer organization;
- its details: address (postal and legal), telephone number, other data;
- Full name of the responsible person, his position and signature;
- detailed description of the delivery item indicating key characteristics: name, unit of measurement, technical and other characteristics, quantity;
- terms of the contract - terms and price;
- desired time frame for receiving a response to the request.
The same scheme can be used when drawing up a request under 223-FZ, since it contains comprehensive information.
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Sample commercial request 44FZ (state)
Sample commercial request 223ФЗ (private request)
When to go to court
If consumers are faced with a problem where their complaints are ignored, dirty water continues to flow from the taps, and there is no intelligible answer from employees of management companies, homeowners associations and emergency services, they have the right to initiate the protection of their interests in court.
To complain about a problem to the courts, you need to support your claim with a strong evidence base. In particular, to open legal proceedings you will need to prepare a number of documents:
- original service agreement with the water utility;
- a copy of the agreements with the utility management company;
- available water inspection reports, certified by a notary;
- conclusion of expert laboratories, if official studies were conducted to establish the quality of water supply;
- letters from the Criminal Code in which the employee responds to the citizen’s complaint.
In the complaint, the plaintiff must refer to the actual legislative standards, indicating which of them were violated . This is necessary so that the judge immediately has the opportunity to familiarize himself with all the claims, and can also explore options for the development of events before making a final verdict. By following these tips, dealing with violators will be much easier.
Based on the trial, if the utility company is found to be at fault, moral compensation will be awarded in favor of the plaintiff. It is also worth noting that payment for legal services, compensation for expenses and other costs will be borne by the person responsible for the problem situation.
Types of Quote Requests
There are two types of requests for quotation: public and private.
State request KP
regulated by law 44-FZ. Such a request is sent by budgetary organizations. Its purpose is to determine the initial (maximum) price of the contract. To do this, you need to find out the prices of potential suppliers and attract them to participate in government procurement.
The state request for proposals is submitted in open access, that is, information about it is entered into the unified information system in the field of procurement - the Unified Information System. Even if the customer has already decided on suppliers, he is still required to send a request for proposals to at least two companies.
The final decision is made by the expert commission. The conclusion of a contract is possible only on the condition that the customer and the contractor (supplier) should not be relatives of each other.
Private request CP
compiled for procurement under 223-FZ. It does not have a clearly regulated structure, so each organization determines the form independently. The only requirement is to maintain business writing style and adhere to commercial etiquette.
The purpose of a private inquiry is to obtain information from a larger number of contractors in order to determine the optimal proposal and conclude a profitable deal. The letter contains a request to send a commercial package for the requested product. You can distribute the document in any convenient way - by mail, email, courier.
Is it possible to swim in rusty water, is it dangerous?
As research results show, there is almost always rust in tap water. Therefore, everything depends on its concentration. The permissible level of impurities is no more than 0.3 mg per liter of liquid. Although this level is considered safe, experts recommend boiling water before drinking it. You can wash yourself in it without the slightest fear. Hot water destroys most microbes, but if the concentration of impurities exceeds this rule will not work...
If the rust content in water is estimated at 0.4-0.8 mg per 1 liter (it becomes bright yellow and has cloudy impurities), it should be used with caution . It is quite possible to wash in such water (you need to wash your hair with extreme caution), but under no circumstances should you use it for drinking. You also need to be careful about the possibility of washing dishes in such water.
If the rust concentration exceeds 0.8 mg, it is dangerous for use. Swimming in such water is strictly prohibited, as the presence of rust can cause dangerous diseases or allergic reactions. You can identify a dangerous liquid by its appearance. Water in which the concentration of rust exceeds 0.8 mg has a tint of orange, it can be bright red, and it also gives off an unpleasant musty smell.
To the housing inspection
GZHI controls the activities of enterprises in the field of housing and communal services. Unfair performance of work by the water utility is a direct violation of contractual obligations, in some cases – non-compliance with the rights of citizens. If complaints to previous authorities remain without a positive response, you can complain to the Housing Authority. To do this, draw up an appeal according to a standard template and deliver it in person or by mail.
IMPORTANT! State authorities accept complaints on their official websites, as well as through online resources - State Services and RosZhKKH. There you can also see a sample, an example and receive a claim form.
Terms of consideration
In accordance with current legislation, the standard period for reviewing citizens' letters is 30 days. But there are some nuances:
- If the response does not require further investigation or the violations are corrected promptly, government agencies have the right to complete the review and respond to the complaint before the expiration of the 30-day period.
- If additional time is needed for a detailed investigation, the applicant is given a reasoned response to extend the inspection period. But this interim response must be issued within the time period specified by law - 30 days.
To Rospotrebnadzor
This is a government body that is designed to monitor compliance with sanitary standards and consumer rights by organizations and enterprises of various types. This is the authority where you need to complain about the water utility if its workers did not fix the potholes in the yard after repairing the pipes, there are no covers on the manholes, and they responded to the written request of the residents with an unsubscribe.
Rospotrebnadzor has set up a hotline where you can call 8-800-1000-0004 and get free advice on an issue of interest.
