The goal of the new resource is to provide consumers with clear and accessible information about their rights, the steps to take if they have a problem with a product or service, and the mechanisms available for filing and resolving complaints.
The tool helps consumers fill out a complaint correctly and identify the competent authority if the problem is not resolved by the seller or supplier themselves.
Legislativegap
The launch of this page will close a gap following legislative amendments in 2024 that removed the obligation of economic agents to maintain a complaints register.
Although this change was intended to reduce the administrative burden on businesses, in practice there has been a need for tools with which consumers can enforce their rights.
Standard complaintform
The European Consumer Center has also developed a standard complaint form that can be downloaded, filled out and sent to the seller or service provider.
The form helps consumers to correctly submit information for filing a complaint, describe the situation and clearly formulate their request.
It can be used in a variety of situations, including when the product is defective or does not meet the requirements, the service was provided improperly, the seller refuses to apply the warranty, the consumer was misled by advertising, hidden costs, and others.
Depending on the specific circumstances, the consumer may demand repair of the goods, their replacement, price reduction, refund of the paid amount, compensation for damages or other remedies provided for by law.
In addition, the page contains informational materials and practical information on consumer rights, the procedure for filing a complaint and the relevant competent authorities.
They can intervene in problems concerning non-food products, food, transportation, telecommunications, financial services, energy, health services or other regulated areas.
The tool has been developed within the EU-funded project “Facilitating consumers’ access to remedies and complaint resolution mechanisms”.
The consumer page is available on the center’s website www.ecc.md/paginaconsumatorului/
