Any direct electronic or written communication with an economic operator is considered equivalent in effect to an entry in the old “Complaints Book” and is legally binding. To file a complaint, users must describe the problem and their demands to the seller of the goods or services on the eDemocrație platform, with or without authorization via an electronic signature.
This new technological solution was developed by the e-Government Agency. The digital book brings together all consumer protection organizations on a single platform. Regulatory authorities can view complaints in real time. The status of the complaint and responses from retailers or service providers are displayed in the user’s personal account within the government’s EVO app.
If the issue cannot be resolved with the seller, the consumer can continue the process and file a claim with the appropriate government agency without leaving the platform.
An electronic signature is required to submit a complaint to a regulatory agency. The platform will direct the consumer to the appropriate agency based on the selected category.
Petitions are reviewed by government agencies within their jurisdiction and in accordance with applicable legal procedures.
If the same issue affects multiple consumers, it is also possible to initiate a collective petition, which can be supported by signatures from other users.
