Consumer corner: what should be and how to make out correctly?

Reception or service room is the “face” of any enterprise. An indispensable element in it is a stand with information on protecting the rights of customers. The informative and beautifully designed “Consumer Rights Corner” can become a center of communication with visitors. The original stand will be a winning feature of the interior and help emphasize the organizational image. When selecting documents for the “Corner” it is always necessary to rely on existing rules. What should be the corner of the consumer in compliance with legal requirements?

Legal framework “Consumer Corner”

The official legislative base for the formation of the stand are the Law of the Russian Federation “On the Protection of Consumer Rights” (Articles 8-10) and the Rules for the sale of certain types of goods (paragraph 10).

The “Consumer's Corner” stand is deprived of its official name, since its wording is not given in the legislation. Only the requirements and the list of documentation posted on it are indicated.

Enterprises belonging to any legal form, manufacturing, selling a product or providing services are required to provide consumers with access to information about their company, operating hours, and features of goods and services.

The client’s rights to familiarize themselves with these reliable data are described in Section 8 of the Law. It is required to place documents for the consumer stand in a conspicuous and easily accessible place. Therefore, the "Corner" must be hung so that visitors can freely approach it and study.

By law, the consumer is required to convey such information as:

• official registration of the form manufacturing, selling the product or performing services;
• registration authority;
• Availability of a license and accreditation for certain fields of activity.

All information required for placement also contains the Rules for the sale of certain types of goods. Text with them is also placed on the information stand. Entrepreneurs who have violated the rules will be held liable in accordance with Art. 14.5 of the Administrative Code.

Mandatory documents for "Consumer Corner"

For the consumer stand it is necessary to prepare a number of required documents.

1. Certificate of state registration (certified copy).
2. License - depends on the chosen type of activity (certified copy).
3. A list of all departments and agencies (with addresses and phone numbers) that perform the monitoring function, and a check log with the marks of authorities.
4. The Law of the Russian Federation “On Protection of Consumer Rights”. Inspecting authorities usually accept the print edition. Printouts of documents from the Internet are not considered reliable sources.
5. Rules for the sale of certain types of goods or Rules for the provision of catering services (the choice determines the scope of the enterprise).
6. Book of reviews. In most cases, it hangs on a stand in your pocket to remain in the public domain for the consumer. The book does not belong to its obligatory elements, as it is provided after the client has requested it (paragraph 8 of the Sales Rules).

The Law “On Protection of Consumer Rights” states that sellers (manufacturers or performers) inform customers of the company’s name, address and operating procedure with a sign. IP in addition to this provide data on state registration and the agency that carried it out. The mode of work that employees must always adhere to is indicated on the sign and stand.

Additional documentation for the stand

The presence of not only mandatory documentation, but also additional information plays an important role in the implementation of services and the distribution of goods to the population. The list of such documents is not regulated by law, but Rospotrebnadzor checks them.

List of additional documentation for the consumer stand:

• Evacuation plan and fire safety instructions.
• SanPiNs (developed as separate standards for catering and food trade).
• Rules for the implementation of domestic services (used by enterprises in this field) and a price list for the services offered.
• The privileges and conditions determined by law for servicing certain categories of the population.
• Information related to the implementation of certain categories of goods. For example, the prohibition and liability for the sale of alcohol and tobacco products to children.

Such an important element as telephones for a consumer’s corner includes the telephone numbers of emergency services (EMERCOM and others), departments controlling the sellers, and services to which customers can file a complaint. The address and telephone number of the local consumer protection department is required.

With a large stand, you can hang additionally and standards for the storage of food products, according to sanitary rules. Sometimes it is required to demonstrate to the client other information and useful rules.

The design of the consumer corner is individual for all enterprises. Each area of ​​activity dictates its own conditions. Beauty salon, hairdresser require sanitary norms and rules for the placement of equipment in the room. Commission trading is not possible without the relevant rules. In pharmacies, standards are needed that determine the delivery of vital medicines.

Supervisory authorities for the "Consumer Corner"

The content of the consumer stand is monitored by Rospotrebnadzor. If during the verification process there were violations, the organization may be imposed an administrative penalty, a fine: for an entrepreneur - up to 3 thousand rubles, and for a legal entity - up to 30 thousand. The penalty can be appealed in court, but it is much easier to prepare all the documents at once according to the rules.

The consumer protection stand is the focus of attention of local authorities and departments. The list of mandatory information includes local legislation.

Certificates, licenses and certificates

All documentation governing the activities of sellers (performers, manufacturers), customer relations, are posted on the stand "Consumer Corner". What should be on it to confirm control by the state?

This list of documentation must be provided in a permanent room (stand for the client) and at the place of temporary fair, tray trading, sales through kiosks, tents or with outbound consumer services.

Assortment list and service data

According to the rules for servicing in the field of household services, the contractor is obliged to provide the customer with information about the services. It is usually hung on the corner of the consumer. What should always be available to the public for review?

1. The range of services, works, together with the forms of their implementation. Form of payment, cost of services and required materials.
2. Indications of standards for the provision of services and work.
3. Deadlines and warranty periods.
4. Data on the specialist performing the work.
5. Samples of contracts, receipts and various documents issued to the client.
6. Samples and magazines with visual models.

"Complaint book

The design of the consumer corner is impossible to imagine without a book of reviews. The organizations whose responsibility it is to provide include:

• pharmacies;
• public catering;
• trading enterprises for the sale of certain types of goods;
• small retail network;
• household services firms;
• enterprises for the repair and maintenance of cars, vehicles.

The “complaint” book is usually placed in plain sight, accessible and presented to the client as soon as he requested it. It is registered with the local department that controls the trade sector and public catering. Keeping in mind the "Instructions on the complaints book".

The presence of the book is checked in all pavilions, shops, tents, as well as the corner of the consumer. What should be prepared in a store for a visitor who wants to exercise his right to complain? Of course, a chair and a place at the table to write a thank you, request or complaint.

It is forbidden to ask a passport and any documents from a person who wants to leave a review, ask questions about why he asked for a book, why he writes a complaint.

Logbook

The requirements for the consumer's corner are connected with the presence of a journal for accounting checks. It does not need to be hung on the stand, but simply to be available. Representatives of control bodies leave a note in it on the results of the audit. It indicates who held the event, date, time, reason for verification, its subject and tasks, notes on discovered violations, executed protocols and issued instructions. In fact, the absence of a journal constitutes an act. Control measures are regulated by special legislation.

What should be included in the buyer's corner for organizations selling alcohol?

Many enterprises sell alcohol products. What information needs to be prepared in order to provide an interested client? What to place on the stand?

In the consumer corner, you need to hang an excerpt from the 19th chapter of the "Rules for the sale of certain types of goods." According to these rules, the organization’s management is obliged to provide the client with visual and accessible information: price list, consumer properties, hours for the sale of alcohol.

It is noted that the seller prepares and provides at the first request of the consumer the following documentation:

• Documents confirming that the seller or manufacturer has passed the certification of the product.
• Data on state standards for alcohol products.
• Information about the manufacturer: country of manufacture, company name, legal address, date and place of bottling.
• Price list for products (name, cost).
• Nutritional value and volume in containers.
• Existing contraindications for drinking alcohol.
• The composition and ingredients of the product, the additives used.
• Information on components made using GMOs or fatal to health.

All data is provided subject to established requirements and technical standards.

What might the “Consumer's Corner” stand look like?

What does a standard consumer corner look like? There are no strict requirements. Regulations for the appearance, the location of the stand is missing.

The main rule is visibility, visibility and presentation of documents upon request. It is necessary to provide the client with comfortable conditions for independent study of the documentation.

How to draw a consumer corner? Documents can be marked simply on the stand or in folders, on shelves, in any form convenient for customers. But an insulated glass display case for these purposes will not work, as it prevents the main thing - accessibility.

A popular option is a stand with documents in transparent pockets. Sometimes small folders are attached to it. If documents are simply placed in a folder, then the inscription “Information for consumers” should be made on the folder. It is better to keep it in the public domain, in the public domain.

Up-to-date information is always important for customers. Consumer documentation must be updated as it becomes obsolete.

The finished corner of the consumer (sample booth) can always be seen in many advertising and production companies in several ways. Before making or ordering a stand, it is necessary to collect a package of documents for placement on it and determine the size and number of pockets.

Thus, the lack of standards and the variety of options make it possible to make an aesthetically attractive and interesting “Consumer Corner”. What should be on such a stand? Documents that regulate the organization’s activities, customer relations and obligations of the seller (contractor, manufacturer).