Long voyage on provincial theaters ended for Fainain Ranevskaya in the summer of 1931, when she returned to Moscow and entered the mono theater (Moscow Department of Folk Education). True, she worked there for a short time, played several roles and broke up with relief

A complaint is one of the forms of protection of citizens' rights. Almost every person in one way or another came across this term. So I want to remember the warded phrase: "I will complain, I will find a controlle on you!" Many, of course, seriously do not perceive such exclamations, and in vain. In the article, we explain in detail this concept and give an exemplary sample response to the complaint to prevent the development of the conflict. After all, it is in the interests of both entrepreneurs and customers. But first things first.

Types of complaints

A sample response on the complaint depends on the specific type of the mentioned paper. We list the main:

• Judicial appellate, cassation, private on a definition or court. Thus, this is a concept close to the meaning of the "statement of claim". Regulated by the Civil Procedure Code of the Russian Federation.
• Complaints in government agencies on the actions or inaction of officials, organizations, enterprises. For example, in the State Inspectorate for Violation of Labor Rights, the prosecutor's office, etc. Synonym for the word "statement". Both of these concepts are legally equivalent in this case. Regulated, as a rule, the Code of Administrative Judging Proceedings of the Russian Federation and the Administrative Code of the Russian Federation.
• Complaints on trade enterprises, shops, etc. can be in the form of a personal statement, and also written in the book of feedback and suggestions. In Soviet times, she was called a "plaintive book." In this sentence, this is synonymous with the concept of "claim". Regulates its civil code of the Russian Federation. Next, we will tell you more about claims.

"Give a plaintive book"

According to the law "On the protection of consumer rights", in each institution should be an answer to the complaint about it is required. At the request of the client, the institution is obliged to provide it.

How to answer "provokators"?

Some citizens are often abused by their right and try to assert their institutional personnel. They tend to write negative reviews for any reason, and sometimes without it.

Suppose the situation. A woman went into the Internet cafe. She asks to help the administrator send a letter, find information on the list for half an hour. The employee has to be released due to the cashier and help the lady. As a result, "instead of thanks," she takes a book of reviews and "Railing" a whole page of negative information. She "Nahamili, heated, poorly served", etc. After a week, a woman comes again to check if her record disappeared, and again leaves a negative feedback on the full-shot. Employees in bewilderment, the owner too. What will affect the inspection officers of Rospotrebnadzor?

Actually nothing to be afraid. But to respond anyway. It will look like this: "Essentially, the claim was verified by the administration. A conversation was held with the staff. It is recommended to relate to the wishes of customers attentively. Full name, position, painting, number. " Any complaint, regardless of the degree of "guilt", employees should understand in detail.

The reason is not a legislative responsibility, which is provided for by the Civil Code of the Russian Federation. The staff should know that any feedback is fraught with the consequences. Such a measure will allow "to increase" responsibility for actions to customers, mobilizes staff, will teach to work with objections, etc.

Who writes complaints?

People leaving negative comments in the book of feedback and suggestions are conventionally divided into three categories:

1. "Procherators". The purpose of their visit to the institution is to leave a negative entry. These can be competitors, ill-wishers, etc.
2. "Scandalists." They love to assert the staff of the store. The goal is not entry in the book of feedback, but any situation takes them out of themselves, and they begin to scandal. Often such incidents ends with a negative feedback.
3. "Enchanted". These are ordinary citizens who really brought to the boiling point. Such people, as a rule, do not like to complain, but do it when they are literally forced. They are "Lacmus paper" work of the enterprise.

The head of the enterprise must be treated with all seriousness to all complaints. The first category of people is very rare. The second more often, but sometimes employees are really to blame for such records. Complaints from the third category - alarming signal, since some citizens may apply to a court or Rospotrebnadzor with an official statement. This can lead to various fines and compensations of moral damage.

Re-complaint from the same face

Let's go back to the case with the lady in the Internet cafe. Recall, she returned to the institution and again "rolled" in the book of feedback. What to do in this situation?

A sample response to the complaint will be approximately in such a way: "Re-remark does not contain additional information. In consideration refused. " And that's it. "Provocateur" remains only to go to court or complain about the official bodies, but this is fraught with the inverse consequences by the administration of the enterprise. You can write a counterclaim.

Wrote and forgot?

As for the responding to the administration, the law, the term of consideration of the complaint amounts to two days. For five days, measures should be taken to eliminate deficiencies (preventive conversation with employees, replacement of goods, etc.). If the applicant left his address or telephone, then within five days it should also be notified - either in writing or by telephone.

In case of a shortage of the time required to eliminate deficiencies either for an objective "internal" proceedings, the enterprise administration has the right to extend this period to 15 days, taking the applicant. But the response time on the complaint is very often not respected.

Major violations

Checks of Rospotrebnadzor in various enterprises talk about frequent violations concerning citizens' complaints.

Namely:

• Disruplated a response time on the complaint.
• There are no books of reviews in the places provided for by law (they are usually in the corner of the buyer in the visitor's available place).
• The lack of the desired marks in the book of reviews on the adopted measures to eliminate the shortcomings. Complaints are simply ignored.

Book of complaints: the answer to the complaint. "Masky light to avoid fire"

As a rule, entries in the "plaintive" are associated with the claims to the enterprise. Often people are offended by "wrong" service. That is, complaints are related to the service. Of course, not all but most. Complaints for more serious violations are sent to controlling government agencies - the prosecutor's office, Rospotrebnadzor. Although before that, attempts are made to resolve the situation with the store.

But back to the book of feedback. "The client is always wrong." Often it is the credo of many employees. Rudeness, unscrupulousness and other things related to the service of the enterprise. Moral nature, which in the case of "war" will grow out for the enterprise to real losses (loss of reputation, compensation for moral damage, etc.).

For this reason, it is necessary to do everything and even more to "cool" the client:

• As soon as possible, send the answer to the client's complaint. Preferably in writing, and by phone.
• Mandatory apology.
• Thanks for the claim. How should the answer to the complaint? Example of writing: "Dear Ivan Petrovich, thank you for telling us our shortcomings, we will definitely improve our service. We hope that such an incident will never arise again. We will be happy to see you again in our store. " Too many pronouns in three short sentences, but this technique creates the psychological visibility of the "living" communication.

These measures will allow not only to avoid further proceedings, but also to get a loyal and satisfied client.

How to react to complaints

We simulate the situation to understand how to answer the complaint. Suppose the young family gathered all the documents in the service of social protection of the population for child benefits. After that, no "news" was not received from government agen. Then the young mother decided to learn about the causes of "silence". As it often happens, she was heated there, they did not provide any explanations. Of course, they also did not list money. No refusal to appoint benefits also did not come. It seemed that the ships could not be avoided. Several months have passed. The family hired a lawyer who made a lawsuit in court. But before attributing it to the "abode of the benemis," they wrote in it complained about the illegal inaction of social protection.

Suppose in our example the answer of the prosecutor's office on the complaint was surprisingly lightning. Within 10 days, the family received an answer to the case on the merits. During the month, all debt was paid. A letter was also received on the complaint, and not only from the prosecutor's office, but also from the management of social protection (according to the law, they could not do this), and even with apologies. In addition, employees brought them several times by telephone (which was also not included in their duties), recognized their mistakes.

Such actions in most cases stop people from further proceedings. Here you have a clear example, how to give answers to the complaints of citizens.

Official written complaint

To give an answer to the client's complaint, who wrote it is not in the book of reviews, but sent a written statement at the legal address, it is necessary to consider the following features:

• As a rule, the official appeal is filed with the aim of "pre-trial settlement". It speaks about the "serious" setting of the applicant.
• The duration of the response to the complaint differ from the "book" claim. Make up 10 days from the date of receipt.

Reply to the complaint: example

If you received a written appeal from the client and confident in your rightness, then it is necessary to answer the maximum argument. In such responses, it is desirable as you can describe the legislative base of the legislative refusal, but in absolutely confidential tones.

How best to make up (in this case it is precisely to compile, and not write) an answer to the complaint? Example Let's see below:

"Dear) Full name, we sincerely sorry that you were in a similar situation. We are on your side and sincerely want to help you. But the situation is such that we cannot do this from the point of view of legislation. Our actions will violate the following regulatory acts: (list). Take our sincere apologies. We hope to see you in our store again. Wish you all the best! Sincerely, administration (organization name). "

Please understand state bodies

A complaint against the state bodies on paper nurses falls under the Federal Law "On the written appeals of citizens". It includes all complaints in controlling government agencies: the prosecutor's office, the labor inspection, Rospotrebnompu, Rosmednadzor, Rosobrnadzor, etc. Supervisa in Russia, is difficult to list everything.

According to the Federal Law, the answers to the complaints of citizens are obliged to give within 30 days from the date of receipt. But there are cases of extension of this period for another 30 days.

For example, the answer of the prosecutor's office on the complaint. Before that, it is necessary to conduct a thorough investigation (request documentation, call, interview, etc.). 30 days is not enough. In this case, the prosecutor's office extends the term of consideration of the complaint for another 30 days (this is the maximum), after which the applicant is sent notice to indicate the reason.

Anonymous complaints

Anonymous complaints are not considered state bodies. Imagine how many abuses would if the law did not limit this. Checking the prosecutor's office or labor inspection could be on any day on the basis of the statement of "anonymous benevolers."

Of course, the State Authority can respond to such a letter about any crime. However, he must declare this to law enforcement agencies on his own behalf. In our country, it so happened that such a thing is extremely rare. It is easier, as they say, "close your eyes" and pass by.

No response to the complaint from the prosecutor's office

The prosecutor's office, according to the Federal Law "On the written appeals of citizens", as well as the Federal Law "On the Prosecutor's Office", is obliged to give a written response within 30 days (in special cases, the term has been extended to 60, but with the obligatory notice of the applicant) on the complaint within its competence. In the event that no answers come from government agenant, it is possible to complain about inaction:

• to the upstream prosecutor;
• to court.

Complaints in court

Challenges require serious legal qualifications. Without special knowledge and skills, such a document does not compile. Depending on the purposes, there are:

• Appeals and cassation complaints about the sentences of ships.
• Private complaints. Also on various definitions and sentences of world, district courts.
• Private complaints about the qualified board on action (inaction) of the servant of the femis.

The court's response to the complaint depends on the specific case provided for by the Civil Procedure, the Criminal Procedure Code, as well as the CAC RF and the Code of Administrative Offenses of the Russian Federation.

As a rule, the reaction must follow within 10 days. In response (definition), compliance with the complaint should be indicated, as well as the timeline, the procedure for its consideration. In the case of leaving it, it is necessary to know that the procedure for appealing such a decision is prescribed.

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How can I use it?

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I decided to describe several fraudulent schemes that came across ever and did not give yourself to deceive 🙂 perhaps someone would come in handy. All the phone numbers indicated by me really belonged to fraudsters.

1-card is blocked. A message is coming to the phone that the bank card is blocked, and it is offered to call for free to a specific number for details. The message was: "Operations on your card are suspended. Info: 89655220729. From: Sberbank. "
Of course, I know that Sberbank does not do with such things, and I just ignore this message. And what are the fraudsters wait from me? I have to call them, they inform me that there was a failure on the server that my card must be reassured and asked to call the card number and code for it, allegedly, reissue. I inform the numbers, and fraudsters translate money from my card to your phone. Remove money from the balance of your phone is no longer difficult.
The same message came from these numbers: 89613828569, 89680582871 (asked for a call to this number 84952815245), 89617492812 (asked for SMS to call this number 88005554536)

2- skip call. Plus of modern phones - they fix short "transvers" from unfamiliar numbers and warn about it. If you did not have time to take the phone, it is better not to call back to an unfamiliar number, since the service "Paid number" service can be connected to this number. Call price fraudster sets himself. You call him back - and then he doesn't even have to talk to you for a long time. For the fact of the call on a paid number you will pay all the same with your balance sheet.

3- mom. Message to phone: "Mom, put 500 rubles to this number, then I will explain." This is already a classic. I often screamed my hands to write a response sms that I am not a mother, but the inverse SMS can be paid. It is better to simply ignore.

4 declaration 1.Message to phone: "I ad. Exchange Are you considering? (and link after the message). Of course, many of us have ever placed their private ads for the sale of something unnecessary, so it is very easy to buy on such a message. General Rule: Never cross the links sent to you unfamiliar subscribers. After the link, you can download to your phone, without knowing it, the spyware, which will spy on your banking operations, plastic cards, passwords, conversations, and TP.

5 declaration 2.The next point is just how I sold my sofa on one of the sites. Immediately after posting the announcements, a young man called me and said that I wanted to buy it. I naturally, I was glad that they buy so quickly. The young man said that he could not come, because he was at work until late and his friends would come for the sofa (the first bell!). The money offered to throw on my card (not the best option to inform the card number to an unknown person, but the intelligent voice caused confidence). He informed him the number of the virtual card, which I keep for payment on the Internet, and on which there is never money. Only if you need to buy something on the Internet, I throw money on it and I am going right there. In general, the card numbers turned out to be a little (second bell!), But, I said that I will not ask the code from the card from the card. He said that for the translation of the money, I need to approach ATM (third bell!). Here you can not talk to a fraudster. No need to transfer money to ATM. The scheme is this: a person is suitable for an ATM, a fraudster calls him and asks to insert a map into an ATM. The menu selects "Connect Mobile Bank" and dictates your phone number. As a result, a person personally connects the phone of a fraudster to his map. He removes all the money from the card. Everything. Phone fraudster, by the way: 89133195914. It was very unhappy that I missed him.))

6- Call from the well-known radio company. Reported that I won the car. For registration of documents on my name, I need to pay for the relevant fees in the amount of 3000 rubles. Yes of course! Free cheese, as they say ...

7-erroneous payment 1. First, the balance of your phone comes, for example, 1000 rubles. Then SMS comes: "Sorry, sent money by mistake on your number, bring them back to mine."

Scheme Such: The fraudster really transfers money to a cell phone of man, then informs him that he did it by chance and asks to transfer the same amount to him back, and he himself goes to the office of the cellular operator and recalls the payment + removes the amount from the balance that he translated he Who he threw.

What to do in this situation? Just consult such a person to go to the operator's office and withdraw the payment. And no longer respond to SMS and calls from this person.

8 declaration 3. Again about the sale of something unnecessary. Somehow sold the old camera on a specialized site. The following letter came from the potential buyer:

Kurt Moore.
Thank You ....please My Russian Is Poor and Hope The Item Still in GOOD Condition.
How Much Is The Last Price in Dollar or Euro
Thank you …. Please my Russian leaves much to be desired
And Nadezhda item is still in good condition. How much is the last price in dollars or euros

(First bell!) A foreigner wants to buy a used camera and is not afraid that he is throwing him? Answered him, just in case, in terms of value in dollars and euros))

good Price ... I Am Actually Buying The Item for My Cousin Working With The National Geographicwild in Africa. I WANT TO SURPRISE HIM WITH A LOVELY GIFT ON HIS BIRTHDAY ... I Work As A Deskofficer in United States of America Embassy Here in Russia ... Presently Am Not Available To Pickthe Item By Myself, So I Hope You Could Help Me to Send It Directly to Him. I Will Pay You forthe Shipping Cost and The Item Via Paypal or Bank Transfer ....can You Help Me to Find Out Thecost of the shipment via ems or russian registered post ..so I can Know How Much Am Paying You.all You Have to do IS Call Up the EMS Post Office ... and Find Out The Cost of Shipping ....send Me Your Account or Credit Card Details and I Transfer Money to It Then You Help Me SendiT to My Cousin ... .simple

Here, immediately everything fell into place:
(second bell!) - A person buys as a gift (!) Used camera (!) For the price of 6000 rubles (!) For his cousin, which works in National Geographic (!) In Africa (!)
(the third bell!) - He says that it works at the US Embassy, \u200b\u200bbut himself recognizes in the first letter that English is weak.
(Fourth bell!) - For some reason, it can not pick up the thing itself!
(Fifth bell!) - I came up with some kind of trouble to remove the eyes with sending a gift by me (!) His brother via EMS. Asks me to recognize their rates, as if it can not look at the site
(Sixth Call!) - Requests data cards.

my answer:
I Can Call The Ems But I Can Not Go To their Office To Send The Parcel As I Haven't Time TodO IT. I CAN NOT HELP YOU IN GOING THERE.I CAN Accept Cash Only. Because of Fraud 🙂 If You Know What I Mean. IF You Like, We Can MeetaND I WILL PASS THE ITEM TO YOU.Actually, IT Unbelievable Situation WHEN A STAFF from the US Embassy Looks for Second-Handgoods on the Russian Web-Site, Finds a Camera for 100 USD and Proposes to Send It to Africa.It's Better To Find The Same At The Official Store in Africa and Pay Less Than To Pay EMS
Services. The EMS Will Cost You Two Times More, Than To Find The Same Item in Africa.IT Seems Like Your Main Purpose Is to Find Out My Card Details Town To "Find A Present Foryour Cousin »
Contact "Management to"? 🙂 https://mvd.ru/request_main
It is easier than to go to mail 🙂

After that, my mysterious "foreign" buyer disappeared. Why did the "foreign" in quotes - he seems to be in English, but with errors 🙂 Embassy employee?

9- message 1.The message came to the phone in this form: "Visa *** write-off in the amount of 8000 rubles. Made successfully. Inf: +79091482004 »
Of course, the phone is lime. Banks do not have official numbers in the form of an ordinary cellular number. The message does not specify the number of my card - only the stars are alone.

10- Letter from fraudsters 1. How to recognize fraudo email? That letter once came to me allegedly from DHL.

It looks almost as real - beautifully decorated in corporate colors, parcel number, number to track the departure. Everything looks almost as it should. The goal is to make me go through the link and download a spy program to my computer. How to understand that a letter from fraudsters if it looks so convincing?

Very simple! Email address from which the letter came is not corporate. Corporate Email ends with the official site after the sign @. For example, in the same DHL it will look like this:

[email protected].
But fraudsters enjoy free services of free mailboxes. Their email looks "free" after the @ sign - like this [email protected]
Gmail is a free postal service. Same as Mail.ru or Yandex.ru
If you receive a letter from a serious organization, its address will definitely not look like this: [Email Protected] (indicated in the column "from whom").

11- Letter from fraudsters 2 (about inheritance).A letter came from Scott Gelman.< [Email Protected]>

Text small: "This Is An Information Concerning Your Relative Asset Mr.a.Shalnov.
CONTACT ME FOR DETAIL. Scott Gelman »

The old song about the main thing ... even in the correspondence to join too lazy. Most likely, I am some prince hereditary with a condition, but for entering into your rights, you need to pay some money to a accountant or a lawyer ...

12- Letter from fraudsters 3 (about the complaint).Outside Accountant . Letter Topic: JH41833294

Text: We want to inform you about the complaint filed on you. According to the Agreement, which we signed incidents like this may entail the imposition of sanctions towards you.In your interest, read the text of this complaints in the document attached to the letter and try to explain the situation.

An archive file with a virus called "6323preten.gz" is attached to the letter.

First, the name e-mail is frankly strange. What the XCTCM447 ..., what the subject of the letter ... also the domain is strange. There is not even a desire to enter this site, as you can also run into the virus.

Secondly, an impersonal "accountant" sends such a serious letter, but it does not appeal to the addressee ...

Thirdly, it's not clear who I filed a complaint and what I mean to her.

Fourth, attached file in the archive. As you know, viruses are distributed often in archives.

Well, fifth, the Lords of the scammers clearly lames Russian. Learn punctuation!)) And I will not get across! We remove the letter and forget about it.

UPD: Another similar letter came from the "Accountant". His e-mail - [Email Protected]
letter subject: "Pre-trial"
text of the letter: "Good day!
You have been violated a violation of goods shipment. A marriage was found in the batch of goods. We ask you to get acquainted with the investment and compensate the entire cost of the goods. "

And, of course, the invested file in the archive called aKT7557615.

Send this letter to the basket.

Belly remove such a letter!

14- Letter from scammers 5 (about unclosed account).

The letter came from the fraudsters drawer - [Email Protected]

Allegedly about the fact that my company intersects some payment and they recommend urgently familiarize themselves with the situation. "Situation", of course, is described in the attached file, which cannot be opened in any case! All is well, but I do not have firms))

Also and some prescription! Allegedly the file is tested for viruses and there is definitely there! Mom swear!

15- erroneous payment 2.

The young man from this issue called: +79296103165, called me named and the patronycia (let the dust in the eyes), said that she was by chance a month ago he sent me on this phone number 5000 rubles and very much asks them to return, as the money last blah blah blah. All would be good, but the puncture is as follows: 1 - I have not been tied to the number of the phone, 2- arrival 5000 rubles I would definitely noticate!)) I advised the young man to go to the bank and withdraw the payment back.

16- Letter from fraudsters 6 (TER65899 invoice)

A letter came, allegedly from Sberbank, that I was put up and I can see it, after reference.

Polls: 1- Sberbank does not send letters with references, 2- A letter came from Sberbank, but from the "left" non-corporate drawer - [Email Protected], The 3rd phone number of the employee is very strange - +74705173014. What kind of code is this? We delete the letter, according to the link, in no case go through!

17- a message to Vaiber from fraudsters.

The message came from the number 900. Everyone knows that from a similar number usually come from Sberbank about the status of the card. Even the Sberbank logo is used. It looks plausible at first glance.
Plugs: 1- Sberbank does not send notifications to Vaiber, 2- if you look at, then the number is not 900, but nine and two capital letters "O", that is, 9OO. 3- on Aliexpress can not be "reserved." You either pay immediately, either you do not pay and just fold the goods to the basket, 4- the message "If you have not made a purchase, urgently contact the security service" looks somewhat naive: "You" with a small ticket, and then the security service and why in such Message to immediately give the phone number of the security service? If a person wants to buy something, he takes and buys, why should he send a similar message? And if a person really did not make a purchase, he should immediately "peck", and here and the phone is just. That's just to this phone everything went. 5- Phone like with the Moscow code, but we look at Yandex - Voila, it is written everywhere that this is a phone of scammers.

18 - from the subscriber:

Andrei, I came now this letter. From the address: [Email Protected]
obviously another scheme

Bonjour. We inform you about enrollment of payment on the account number 14560 in the amount - 0 822 € - (link to the site of fraudsters)
Merci De vous être Inscrit Sur Getradis. VOTRE COMPTE A ÉTÉ CRÉÉ ET DOIT êTRE ACTIVÉ AVANT QUE Vous Puissiez L'Utiliser.
Pour L'Activer, Cliquez Sur Le Lien Ci-Dessous Ou Copiez et Collez LE DANS VOTRE NAVIGATEUR:
(Link to the site of fraudsters)

Après Activation Vous Pourrez Vous Connecter à (Link to Site of Scam) EN Utilisant L'Identifiant et Le Mot de Passe Suivants:
IDENTFIANT: COICIOSFERAB
Mot de Passe: uro1281GKN

19- erroneous payment 3

From the number + 79651292668, such an SMS comes: "Payment 200.00 rubles. Enrolled. Sberbank // Music 087917 ".
Immediately the question: how can a customer bank message come from a regular subscriber number? If you call or reply SMET, can make money. Therefore, we do not undertake anything.

After a short time from the number +79680041547 comes SMS: "I was wrong, put you 200 p. Return to me! At 89850557233 MTS. Olya. "
Thus, three phones immediately lit up in the scheme. It may well be that these are people from the seats not so removed decided to earn the cigarettes). Our actions - SMS simply delete.

20- Letter from fraudsters 7 (payment for payment has been successfully processed)

A letter came from [Email Protected] The fact that I should have some kind of payment. You only need to confirm your desire to get it.

Plugs: 1) The payment for payment has already been successfully processed, though, I have not submitted any applications for payments. 2) The letter came from a free box to Gmail.com 3) the postal program considered a letter to suspicious. Apparently, it was sent not only to me. 4) The link in the letter "Translate the payment on your own account" looks naive, and most likely contains some kind of virus. Banal. If the money transfer comes to my bank, then how can I know my details how to know my bank?

21- Letter from fraudsters 8 (receipt of money transfer)

The letter from the drawer came [Email Protected] About what I need to get a money transfer.

Plugs: 1) Since when at least, the quitantitions about transferring funds come to email? 2) the address is clearly fraudulent. In the word "bank" there is no letter "N". 3) Mesbak.com does not exist at all. 4) Link in a letter "Enter details for transfer" looks naive. If the money transfer comes to my bank, then how can I know my details how to know my bank?

22 - letter from fraudsters 9 (about inheritance)