Consumer corner: what should be and how to arrange it correctly?

Reception or a hall for service is the "face" of any enterprise. An indispensable element in it is a stand with information on protecting the rights of customers. A meaningful and beautifully designed "Corner of Consumer Rights" can become a center for communication with visitors. The original stand will be a winning feature of the interior and help to 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 "Customer corner"

The official legislative base for the formation of the stand is the Law of the Russian Federation "On Protection of Consumer Rights" (Article 8-10) and the Rules for the Sale of Certain Types of Goods (paragraph 10).

The stand "Consumer corner" is deprived of its official name, as the legislation does not state its wording. Only the requirements and the list of documents placed on it are indicated.

Enterprises belonging to any organizational and legal forms, manufacturing, releasing a product or performing services, are obliged to provide the consumer with access to information about his company, the mode of operation, the features of goods and services.

The rights of the client to get acquainted with these reliable data are stated in the 8th article of the law. It is required to place documents for the consumer stand in a conspicuous and easily accessible place. Therefore, "Corner" should be hung so that visitors can easily come to him and study.

According to the law, it is required to inform the consumer about such information as:

• The official registration of a form that manufactures, sells a product or performs services;
• Registration authority;
• Availability of licenses and accreditation for certain areas of activity.

All the information required for placement contains the Rules for the sale of certain types of goods. The text with them is also placed on the information stand. Entrepreneurs who violate the rules expect responsibility, according to Art. 14.5 of the Administrative Code.

Required documents for the "Customer Corner"

For the consumer stand it is necessary to prepare a number of mandatory 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 bodies (with addresses and telephones) performing the monitoring function, and a log of checks with authority marks.
4. The RF Law "On Protection of Consumer Rights". The inspection bodies usually accept the printed edition. Printouts of documents from the Internet to reliable sources do not include.
5. Rules for the sale of certain types of goods or Rules for the provision of public catering services (the choice determines the scope of the enterprise).
6. Guest book. In most cases, it hangs on the stand in your pocket to remain freely available to the consumer. The book does not refer to its mandatory elements, as it is provided after the client has requested it (clause 8 of the Sales Rules).

The Law "On Protection of Consumers' Rights" noted that sellers (manufacturers or executors) with the help of a signage inform customers about the firm name of the enterprise, its address and procedure of work. IP also provides data on state registration and the agency that implemented it. The mode of work that employees should always adhere to is indicated on the signboard 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 release of goods to the public. The list of such documents is not regulated by law, however Rospotrebnadzor verifies them.

List of additional documents for the consumer stand:

• Evacuation plan and instructions for fire safety.
• SanPiNy (designed as separate standards for public catering and food trade).
• Rules for the implementation of personal services (used by enterprises in this field) and the price list for the services offered.
• Defined by law benefits and conditions for serving certain categories of the population.
• Information related to the sale of certain categories of goods. For example, the ban and liability for the sale of alcohol and tobacco products to children.

To such an important element as telephones for the consumer's corner are telephone numbers of emergency services (MES and others), departments that control sellers, and services where customers can file a complaint. The address and telephone number of the local department for the protection of consumers' rights is required.

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

Registration of a corner of the consumer individually for all enterprises. Each sphere of activity dictates its conditions. Beauty salon, hair salon require the presence of sanitary norms and rules for the placement of equipment in the room. Commission trade is not possible without appropriate rules. Pharmacies require regulations that determine the release of essential medicines.

Supervisory authorities for the "Customer Corner"

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

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

Certificates, licenses and certificates

All documentation regulating the activities of sellers (executors, manufacturers), relationships with customers, is posted on the stand "Customer Corner". What should be on it to confirm control by the state?

Testimonies	A certified copy of the certificate of state registration of the company, which is mentioned in the legislation (the first point of Article 9 of the Law "On Protection of Consumer Rights").
	A copy of the certificate of registration with the tax service.
	Certificate of accreditation (number, validity period and agency that issued it).
	Trade organizations provide a copy of the document on making the organization in the commercial register. It is formed by the authorities of the constituent entities of the Russian Federation and is regulated by the Law "On the Basics of State Regulation of Trade Activities in the Russian Federation". The register contains data on the trade area at the regional level and enterprises implementing and supplying any goods. Manufacturers are not included in it.
Licenses	An enterprise engaged in licensed areas of activity must be licensed. Legally the consumer has the right to see the license and find out who issued it, for what period and under what number.
Certificates and declarations	Certificates and declarations attesting the compliance of the services and work performed with existing standards (document number, period of validity, agency accepted or registered).

This list of documents must be provided in a permanent room (stand for the client) and at the site of temporary fair trade, loot trading, sales through kiosks, tents or on-site household services.

Assortment list and data on services

According to the rules for servicing in the sphere 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 be always available to the public for familiarization?

1. Assortment of services, works, together with the forms of their implementation. Form of payment, cost of services and required materials.
2. Guidance on standards for the provision of services and work.
3. Terms of implementation 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

Decoration of the customer's corner can not be imagined without a book of reviews. Organizations that are required to provide it include:

• Pharmacies;
• public catering;
• Trading enterprises for the sale of certain types of goods;
• Small retail trade network;
• Firms that provide household services;
• The enterprise on repair and service of cars, vehicles.

The "plaintive" book, as a rule, is placed in plain view, accessible and presented to the client as soon as he has requested it. It is registered with the local department that controls the trade and public catering. It is conducted taking into account the "Instructions on the book of complaints".

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 the store for a visitor who wants to exercise his right to complain? Of course, a chair and a seat at the table to write a thank you, request or complaint.

It is forbidden to ask a person who wishes to leave a client's passport and any documents, ask questions about why he asked the book, why he writes a complaint.

Logbook

The requirements for the customer corner are related to the availability of a journal for the recording of inspections. It is not required to post it on the stand, but simply to have it in stock. Representatives of the control bodies leave a note in it about the results of the carried out inspection. It indicates who conducted the event, the date, time, reason for the audit, its subject and tasks, notes on violations found, protocols issued and issued instructions. In the absence of a journal, an act is made. Control measures are regulated by special legislation.

What should be included in the corner of the buyer organizations that sell alcohol?

Many enterprises sell alcohol. What information should be prepared to provide the 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 management of the organization is obliged to provide the client with visual and accessible information: price list, consumer properties, hours of alcohol sales.

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

• Documents confirming that the seller or manufacturer has passed the product certification.
• Data on state standards for alcohol products.
• Information about the manufacturer: country of manufacture, firm name, legal address, date and place of filling.
• Price for products (name, value).
• Nutritional value and volume in a container.
• Existing contraindications to alcohol use.
• Composition and ingredients of the product, additives used.
• Information on ingredients manufactured using GMO or harmful to health.

All data are provided in accordance with established requirements and technical standards.

How can the booth "Consumer Corner" look like?

What does the standard customer corner look like? Strict requirements are not present. There is no regulation for appearance, stand location.

The main rule - visibility, accessibility for visitors and presentation of documents on demand. It is necessary to provide comfortable conditions for the client to independently study the documentation.

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

A popular option is a stand with documents in transparent pockets. Sometimes small folders are attached to it. If the documents are placed just in a folder, then you need to make the label "Information for consumers" on the folder. It is better to keep it on public display, in free access.

For customers, always relevant information. The documentation for the consumer needs to be updated as it becomes obsolete.

The ready corner of the consumer (the sample of the stand) can always be seen in many advertising and production firms in several variants. Before manufacturing or ordering a stand, it is necessary to collect a package of documents for placement on it and determine the size, 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 activities of the organization, relations with customers and the duties of the seller (executor, manufacturer).