In the legislation of the Russian Federation there is no established pattern of complaint. But on the basis of the existing order, it is written in much the same way as a statement or appeal: a “heading” with the address and details of the authority where it is being sent; the main (informational) part outlining the essence of the matter and indicating the victims and perpetrators; date and signature. She is sent to those departments that can resolve the situation, or to the authorities. It should be written in the literary language of a business style without the use of swearing, profanity or insults against anyone.
Kinds
An informational complaint is an appeal in which the essence of the case should be clearly stated - this will help you to avoid leaving it without consideration and even depriving you of the right to appeal if you filed it in pre-trial procedure. Therefore, you need to pay attention to the correct compilation: grammar, spelling, punctuation, etc. This is called a private complaint.
A collective claim is filed by several persons on the same issue. For example, it can be made up of neighbors, a group of workers and other collectives faced with the same circumstances.
Important to remember!
When submitting a complaint, you must leave yourself a second sample. If it is possible to take a note that it has been accepted for consideration, it is better to do so. In the event that you sent your appeal by mail, save the receipt, which will subsequently be proof that you sent the letter. It’s best if you have an inventory of your investments. Alas, cases of inattention on the part of state bodies or officials to such issues are not uncommon. In order for you to remain able to make demands or appeal the response to the complaint (lack of reaction) from the government departments, you will need to prove that you have already received the appeal and its content is consistent with what you state.
Lack of reaction
If you are faced with a lack of reaction, you must insist on the observance of your rights. Legislation requires officials and government agencies to respond to all appeals, statements or complaints from citizens over a thirty-day period. If they received a complaint, they must respond to it within ten days. Therefore, ignoring gives you the right and every reason to submit it again, but already to higher authorities.
From the point of view of legal practice, a complaint in a civil case can be submitted before the statement of claim or administrative claim, simultaneously with them or during the consideration of the case. Also, this type of appeal can be filed without a lawsuit, that is, in a pre-trial settlement. A complaint is often used as a tool for preparing a statement of claim, since its submission to the prosecutor's office and other state bodies will necessarily be followed by an answer explaining the law.
A complaint is a way to report any injustice against a particular person or group of people.
Citizens often go to the post office, to an educational institution, to an insurance organization, etc. They often bring a positive effect, resolve individual disputes, problematic working situations, consumer conflicts and even affect the practice of applying laws or pursuing professional activities.
Administrative complaint
An appeal against an administrative order may be filed with the judge or official who issued the order. There is no need to pay state duty.
The term for consideration of such appeal is ten days from the date of its receipt.
You can also file a complaint against an administrative order within ten days from the moment a copy of the decision was received.
But the deadline for appeals may be skipped. What to do in this case? If there are good reasons, then a petition is filed with a higher official or a higher court in order to restore the missed deadline.
This application has a free form, with the following points to be indicated:
- Name and details of the state body where the application is submitted.
- Personal data of the applicant.
- Details of the administrative case in which the application is submitted.
- Reasons for missing the deadline.
- Request for reinstatement.
- The attached documents (for example, a certificate from a medical institution or a copy of a business trip certificate).
- Signature and date.
Reply to complaint
If you are the head of an organization or an official, then from time to time you have to respond to received requests. Lawyers advise to adhere to certain rules in order to most effectively resolve the situation.
So, first of all, for the answer you need to fill in the details. As a rule, it is written on the ready-made forms of an organization, therefore it is necessary to fill in the data only about the applicant - indicate his name and address.
Next, you must write the name of the document: "The response to the complaint of such and such person (full name of the person who wrote the appeal to you) on the actions of such and such (full name of the person who is the culprit)."
What is the point?
In order to correctly answer the complaint statement, you need to carefully study the document, check the arguments presented and establish the reliability of the evidence presented in it. The law provides a thirty-day period for an answer, and during this period it is necessary to carry out all verification activities, request the necessary papers, etc. In the main part, describe in detail the data obtained as a result of the proceedings and the conclusions drawn based on them. Your answer must contain a solid evidence base, which will not give reasons to appeal to him in court.
The answer to it is made out in writing, certified by the signature of the head of the organization or the official who composed it, and sealed with a seal. Then it is sent by registered mail to the applicant or delivered personally on receipt. If the complainant does not agree with the answer, he has the right to appeal in court.
If the appeal was anonymous, then the answer to it is not compiled, since there is no addressee. But still, you should pay attention to the essence of the complaint. If it indicates a clear crime, then the paper should be transferred to law enforcement. The organization addressed by the anonymous complaint will then act as the applicant.
Response to consumer complaint
Private complaint may be consumer. They can be attributed to a special type of such appeals, since the answer for them solves a lot in preserving the "corporate identity" of the company. However, there are many effective recommendations that you should adhere to when answering the people who filed a complaint against your organization, and then you will not only achieve a solution to the conflict, but also improve your relationship with the consumer.
Signal
But first of all, remember that a complaint is an important alarm signal that indicates one or more of the situations described below:
- your client is not satisfied with the result of the oral negotiations, as most likely you have already tried to resolve the problem with them;
- he initiates correspondence with your organization in order to get the documentary evidence of a consumer conflict he needs to transfer the complaint to the court;
- He did not find an employee who could voice his complaints.
So, the rules for dealing with consumer complaints.First, act quickly, do not delay. If it is not possible to quickly respond to the appeal, then within two days send a letter to the person who wrote you the notification of receipt of his complaint.
Formula
Use the complaint = gift formula. The speed of response, the goodwill of its content and the addition of a gift have a beneficial effect on customer loyalty. In the history of business, there are frequent cases when from "complainers" people become the most devoted fans of a brand or campaign that correctly responded to consumer dissatisfaction. When working with letters containing complaints, it is better to adhere to the following recommendations:
1. Thank the client for his appeal, because it helped you identify problem points in the organization of the business process. Express your sincere apologies.
2. Tell him what you did to solve the problem.
3. Recognize the point of view of the client, show your solidarity with him.
4. Be sure to introduce yourself, that is, personalize your answer.
5. Write in simple and specific language.
6. Exceed the expectations of the consumer - in the timing of your reaction, the measures taken, as well as telling him about the gift that he will receive as an apology for the situation that has brought him negative feelings.
7. Be sure to ask the consumer to send you feedback and tell how satisfied he is with the response to his complaint.
Conclusion
Adhering to these simple rules based on the psychology of positive communication, you will not only solve the problem situation, but also show yourself as a truly customer-oriented company that attaches importance and importance to each of them.
Now we know that this is a complaint.