How to file a complaint with Rospotrebnadzor through State Services - Step-by-step instructions

How to write a complaint to Rospotrebnadzor: where and how to send it, how long to wait for a response. Free online legal assistance.

From time to time, every buyer needs to complain to Rospotrebnadzor about violations by the seller. The reasons may be different: poor-quality services, sale of low-quality goods, refusal of the seller to accept back the sold item, price tag that does not correspond to the price at the checkout, a body kit or shortchange upon purchase, etc. How to write a complaint to Rospotrebnadzor - read below.

How to write a complaint to Rospotrebnadzor?

Russian legislation does not regulate norms for the formation of a document. However, it is worth adhering to certain standards. Your complaint to Rospotrebnadzor (it is recommended to submit a sample application for review by lawyers) should look like this:

A cap. Full name, contact details of the applicant, details of the territorial office of the service.
Claim. Detailed but concise information about the violation, the circumstances of the case (time, place), the violator of rights (address, contact information, details).
Goal of request. Requirements from Rospotrebnadzor, suppose the organization is deprived of a License.

When submitting a complaint to Rospotrebnadzor via the Internet or in any other way, it must be certified with a personal signature. Don’t forget (also at the end of the document) to put the date the appeal was written.

Important!

A complaint to Rospotrebnadzor for the protection of rights and interests can be printed on a PC and printed out, or written by hand on an A4 sheet. The presence of corrections, blots, typos and errors is unacceptable.

If your case is serious and involves a major violation, we advise filing a complaint with Rospotrebnadzor through a lawyer. A specialist will not only help you correctly formulate your claims and goals for contacting the service. But also collect evidence (facts and documents confirming your case). In the future, if necessary, he will represent your interests in court.

How to apply

To protect their rights and legitimate interests, every citizen can contact the Federal Service in the following ways:

By post.
At a personal reception.
Online on the website.

If the purpose of the appeal is to conduct an unscheduled inspection against a service provider or seller who does not comply with the current law, then first the victim with his demands (for example, a refund for a defective product, failure to comply with the terms of the service agreement, etc.) must contact directly to the seller/supplier. And if he refuses on the merits of the issue or leaves the statement unanswered, then you can send the claim to the body that regulates the relationship between participants in trading operations.

By post

Complaints that contain long text or large attachments are best sent to the Office by standard mail. If a citizen wants to submit an application to the Central Office, then the letter should be sent to the address 127994, Moscow, Vadkovsky Lane, building 18, buildings 5 and 7. To send a letter to a specific territorial body, you can follow the information posted on the website https:// rospotrebnadzor.ru/region/structure/str_uprav.php, where their postal addresses are indicated.

You can obtain information about whether the application received by Rospotrebnadzor was accepted and registered on the information and reference line by calling 8 (800) 100-00-04 (calls are free for residents of all regions of the Russian Federation). Similar information can be obtained by calling the information line, which is open from Monday to Thursday from 10.00 to 17.00, on Friday from 10.00 to 16.00 with a lunch break from 12.00 to 12.45 (Moscow time).

Important! From July 18, 2017 Rospotrebnadzor no longer uses an email address to receive complaints from citizens. An electronic appeal can now only be left on the Service’s website through a special online form.

In addition to the written document, you can send additional materials by mail (photos, expert opinions, service agreements, etc.) that will confirm the validity of the claim. The decision made by the Service on the merits of the issue will directly depend on this.

At a personal reception

Personal reception of citizens is carried out by both specialists of the Central Office and territorial bodies.

You can file a complaint with the Central Office at the address: Moscow, Vadkovsky Lane, 13, building 5.7. To get to your destination, you should get off at the Novoslobodskaya, Mendeleeva metro stations and then get to the Vadkovsky Lane stop by trolleybus No. 47 or No. 3.

Visitors are received on a first-come, first-served basis without prior registration according to the following schedule:

In the constituent entities of the Russian Federation, you can contact the public reception of your territorial authority. You can get information about its location and work schedule on the page https://rospotrebnadzor.ru/region/structure/str_uprav.php.

A citizen has the right to complain directly to one of the heads of the state body, provided that he has made an appointment with his assistant in advance, guided by the work schedule of authorized specialists of the Central Office. Registration may be denied if:

the request to resolve the problem is anonymous;
the provided materials contain expressions that insult (How to write a complaint about insult) the honor and dignity of others;
solving the described problem is not within the competence of the Service.

At a personal appointment, the consumer must present identification and provide documents that confirm the validity of his arguments and facts. At the same time, he has the right to verbally describe the problem or submit a written complaint, which must be considered in accordance with the requirements of the law (such a document is marked with the o and the date of its receipt).

The official who receives complaints from citizens has the right to involve specialists from specialized structures of other divisions of the Service as experts to obtain the required amount of information.

The response to the complaint, with the consent of the complainant, will be given orally (information reflecting this fact will be recorded in a separate log) or in writing.

Attention! If it turns out that resolving issues is beyond the competence of Rospotrebnadzor, then at the reception the consumer should be given an explanation of where and how he should go to protect his rights and interests.

Online on the website

If necessary, the applicant can file a complaint with Rospotrebnadzor electronically, using the functionality specially developed for these purposes https://petition.rospotrebnadzor.ru/petition/. Claims accepted in this way are sent for further processing to structural units that are responsible for organizing work with accepted user requests in the Central Office and territorial bodies.

When sending a statement in the form of an electronic document, the user must take into account the fact that his claim can serve as the basis for an unscheduled inspection only if it was transmitted via information and communication technologies, which implies mandatory authorization in a unified authentication and identification system . Taking into account this fact, you can file a complaint:

With authorization using the government services website (ESIA).
Without authorization on a general basis.

Complaints about the posting of calls for suicide on the Internet should be sent through a specialized website https://eais.rkn.gov.ru/feedback/. The same form can be used in the event of identifying publications of methods for their commission.

To write and submit an online claim, the user will need to fill out an online form, indicating accurate and reliable information of the following nature:

your personal data: last name and first name (required fields) and patronymic (if available);
contacts: telephone, fax, postal and email;
the unit to which the document is sent (Central Office or territorial body);
text of the complaint no more than 2 thousand characters. In this field, the applicant must briefly state the essence of his claim and clearly formulate his requirements. When describing the circumstances of the incident, it is important to rely only on reliable information and facts, and also indicate the date, location of the incident (for example, if we are talking about the purchase of a low-quality product, then the full address of the store will need to be written in the statement) and its participants. If the user attempted to resolve the issue with the seller/service provider before contacting, this information should also be included in the body of the message.

You can attach one file of no more than 5 MB in a specific electronic format to the form. If the user has several documents, they can be combined into an archive without exceeding the amount allowed for attachments.

Attention! Materials that the consumer was unable to attach to the online form due to exceeding the permitted file size can be sent by mail, indicating that this is additional information necessary to consider the complaint on its merits.

The user learns that the appeal has been accepted and sent to the selected department from the corresponding information message.

If the received electronic appeal was submitted without indicating the surname, name, postal and email address of the sender, the Office will not be able to provide the sender with an answer on the merits of the questions posed by him.

Drawing up a complaint and indicating the purpose of the appeal - recommendations.

The body of the complaint must include the following elements:

Introduction. Provide information about yourself and the offender, about the relationship between you. Suppose, “I, Petrov Petrovich, bought shoes at the XXX salon.”
Description. Tell us under what conditions and how your rights were violated. It is necessary to provide as much information about the offender as possible. Thus, a complaint against a store to Rospotrebnadzor must contain the name/surname of the seller who carried out the trading operation, the time of purchase, and the names/surnames of the personnel present during the violation.
Request. The most important part, which will determine the further actions of the Federal Service. Determine the sanctions desired in relation to the violator: Restoration of violated rights; Deprivation of a license to carry out activities; Collection of a monetary fine.

Important!

A consumer complaint to Rospotrebnadzor is drawn up in several copies. On the second copy, which remains with the submitter, the service employee must mark receipt.

Is it possible to act anonymously?

By visiting the Rospotrebnadzor website, you can write a complaint anonymously. You can also send a document by mail without indicating your full name.

However, please note that in accordance with the law of the Russian Federation, such requests do not guarantee the start of unscheduled inspections. In the absence of objective and compelling arguments, in the vast majority of cases they remain unattended.

Important!

If the information contained in the complaint is a compelling argument in favor of launching an unscheduled inspection, but service specialists have serious doubts about the authorship of the document, the latter take measures to identify the applicant.

Appeals not considered by Rospotrebnadzor

There are violations of the procedure for contacting a government agency, and if detected, Rospotrebnadzor does not consider citizens’ complaints.

Condition	Description	Explanation
The complaint contains facts of violations that are not within the competence of the authority	Claims based on facts outside the authority’s sphere of influence will not be considered.	The applicant will not be notified of the refusal to consider a complaint sent to the wrong address.
The document does not contain facts requiring a decision	Rospotrebnadzor does not consider emotional letters that do not contain facts	Fact checks contained in a letter containing obscene language are also excluded.
Anonymous messages	Appeals sent anonymously are not considered by the authority	Likewise, messages without a return address or in the absence of other mandatory sender data are not accepted.
There is no claim against the violator	The person is obliged to independently solve the problem through negotiations	Documentary evidence of correspondence is attached to the application.
There is no evidence of violation of consumer standards	A person cannot provide evidence of purchasing a product or receiving a service from a specific person	To begin an inspection, Rospotrebnadzor must have confirmation of a violation of standards
Complaint about facts for which lawsuits were filed	Information for which there are court decisions is not subject to verification.	Only a higher organization of the judicial structure can appeal decisions or rulings of a judicial body

Complain to Rospotrebnadzor via the Internet.

By visiting the official website of Rospotrebnadzor, you can submit a complaint remotely. Required procedure:

Select the “Appeals from Citizens” section located in the “For Citizens” menu.
Click on the active link “Compiling and sending an Appeal”.
Select the service department whose authority includes resolving issues similar to yours. If you cannot do this yourself, contact the consultants at the Hotline number.
The automatic system will direct you to the regional unit’s website page.
Go to the Citizen Appeals menu again.”
Decide on the topic of your appeal (you will need to choose from the list). Fill out the complaint sample, indicating the essence of the issue. The maximum allowed number of characters is 2 thousand characters (one sheet).
Attach documents (maximum file size is 2 MB) that can prove the violation. Important!
When filling out the text field of the application, do not use threats, emotional expressions, or obscene language. Be concise and objective. Your letter should not resemble the complaint of an offended child.
Enter the security code.
Click on the active “Submit” line.

To properly complete a sample complaint to Rospotrebnadzor, you must provide the following information:

Contact details and location of the alleged offender;.
E-mail, full postal address, full name, contact information and location of the compiler.

Important! Representatives of the Federal Service are obliged to inform the submitter of the document about where the complaint was sent, say, to the Prosecutor's Office, or about the results of an unscheduled inspection.

Functions of the Rospotrebnadzor body

A complaint to the control body is submitted in the event of violations that fall within the scope of the legislative norms of the Federal Law of 02/07/1992 No. 2300-1 “On the Protection of Consumer Rights”, the Federal Law of 03/30/1999 No. 52-FZ “On the Sanitary and Epidemiological Welfare of the Population”, the Federal Law of 02.12.1990 No. 395-1 “On banks and banking activities.” To receive real assistance from a state control body, it is necessary to have information about the functions of the body. Consumer rights protection is carried out in the following areas:

Unsatisfactory service to persons in public places.
Sale of goods of inadequate quality with overdue sales dates and hidden defects.
The need for epidemiological control, verification of compliance with the requirements of food products sold through chain stores or public catering.
Control of illegal import of products from abroad that do not meet standards.
Elimination of shortcomings, making proposals for improving the consumer sphere, the environmental situation, and improving the health of citizens.

The grounds for appeals to the control body are violations in the housing and communal services sector, improper storage and sale of low-quality goods, refusal to replace them, provision of services that do not meet the requirements in the field of healthcare, education, banking and other violations.

According to the lawyer, the complaint is drawn up taking into account the circumstances of a particular case. There are no samples or templates for writing a complaint.
Lawyer E.Yu.Pautina

When will there be no answer?

Your complaint will not be satisfied if:

You will submit it anonymously without providing your personal information. To be fair, we note that the check can still be performed. However, the chances of this happening are slim;
The document contains threats against the alleged violator, obscene words;
The purpose of the appeal is not formulated clearly enough, the text is simply unreadable;
Several complaints of similar content were sent by the same person on the same issue. Submitting multiple requests is allowed. But only when new circumstances and conditions of the case are discovered.

If responding to a request requires disclosing sensitive data, the person making the complaint will also be refused (in writing, indicating the reason).

Terms for consideration of the application

Once a complaint is filed, it must be registered. There is a period of 3 days for registration. After registration, the application goes for consideration. The review period should not exceed 30 days .

Sometimes agency staff may need additional information from other government agencies. Requesting such information takes additional time. If the review period is coming to an end and there is no decision yet, specialists are obliged to notify about the extension of the period (the date of the decision can be postponed by no more than a month).

For a detailed study of all aspects related to the deadlines for filing complaints with Rospotrebnadzor, read the special article.

Helpful information.

Before sending a complaint to Rospotrebnadzor, make a written demand to the violator himself - an enterprise or an individual. Perhaps in this way your issue will be resolved “peacefully”. If it was not possible to resolve the conflict through a claim, the fact that it was filed will be evidence in your favor.

note

: In accordance with amendments adopted in 2021, preliminary submission of a claim in writing to the alleged infringer is mandatory.

Important!

The Federal Service cannot force providers of services and sellers of goods to return funds. If you are interested in getting your money back, do not file a complaint with Rospotrebnadzor, but file a lawsuit.

You can increase your chances of winning by seeking help from a qualified lawyer. The specialist will be able to use regulatory documentation. Let's assume specific clauses of the Rules for the sale of certain types of products. Remember that the more time you spend on correct paperwork, the more likely you are to face a refusal.

The sanctions most often imposed by the Federal Service are monetary fines in the amount of 3-5 thousand rubles. Therefore, be prepared for the fact that it may be easier for “your” violating company to pay a fine than to change something in its professional activities. This is another reason why it is recommended not to act independently, but with the support of a professional.

Contents of the complaint

It is better to file complaints to Rospotrebnadzor according to the template, but you need to remember that each situation is individual, so you should also be guided by the requirements established by law. Not all applications are accepted for consideration. If the described circumstances do not constitute a violation or when significant errors were made during the preparation, the application will be refused.

The content of the letter should include more titles, names, times and dates. This will make the check as comfortable as possible and will not allow you to refuse to accept your application.

Another plus is the provision of materials that are evidence of the violation. These include copies of payment documents, photographs and printouts, checks and receipts for the purchase of goods.

It is advisable to exclude emotional and offensive statements, as well as embellishments. Information must be presented consistently and concisely. The success of consideration of the application largely depends on the brevity and literacy of the presentation.

Petitions can be filed for various reasons and, depending on the offense, the wording of the letter will differ. Thus, it is customary to distinguish between the following main types of complaint letters:

poor quality of the product (there is a limited time frame for replacing a product that, after purchase, turns out to be of poor quality or is completely damaged, so you have to file a complaint as soon as possible);
imposition of services or poor quality provision of existing ones (it is imperative to confirm an attempt to resolve the dispute amicably with the service provider).

Interesting! Rospotrebnadzor is authorized to consider even certain categories of complaints against residents of neighboring apartments. In particular, this applies to renovations that cause environmental pollution, the use of an apartment for business, which affects the living conditions in the house. You can involve other neighbors to draw up such an application.