What is a Complaint Book and What is it for?
The Complaints Book: What Is It?
It is an official form that allows customers to file written complaints quickly, easily, and cost-free. It also functions as a tool for keeping an eye on how businesses interact with their clients.
For whom is a Complaints Book necessary?
In places of business that cater to the general public, such as public administration agencies and services, it is required. An orderly file of the complaints submitted must be kept (for at least three years), and a notice indicating that the complaints book is available at the establishment must be placed in a prominent location.
The consumer must always request access to the complaints book. In the event that this is not the case, the customer may ask to speak with a police officer so that the book can be delivered to them and the incident recorded.
Which Types of Businesses Need to Keep a Complaints Book?
Pharmacies;
Retail trade and commercial complexes;
Wholesale trade with resale to the final consumer;
Fuel filling stations;
Laundries, dry cleaning and ironing establishments;
Hairdressing salons, beauty institutes or similar;
Tattoos and piercings;
Sale, maintenance and repair of bicycles, mopeds, motorcycles and motor vehicles;
Showcases of an artistic nature;
Underground or surface parking lots;
Rental of bicycles, motorcycles and motor vehicles;
Repair of personal and household goods;
Private notaries;
Construction companies;
Real estate development companies;
Condominium management companies;
Real estate appraisal companies;
Providers of essential public services;
Providers of road, rail, sea, river and air transport services;
Providers of electronic and postal communications services;
Providers of water supply, wastewater sanitation and urban waste management services;
Private Social Security Institutions;
Credit institutions and financial companies;
Insurance companies, intermediaries, insurance brokers and pension fund management companies;
Veterinary medical care centers;
Private and cooperative pre-school and basic and secondary education establishments;
Private and cooperative higher education establishments.
Where to buy the Complaints Book?
The complaints book is available for purchase at Turismo de Portugal, citizen stores, the Direção Geral do Consumidor's premises, INCM (Imprensa Nacional Casa da Moeda) branches, and authorized professional associations. There is also the option to buy online via the INCM store. In order to accomplish this, you must register on the website and input business information, including the establishment's name, address, NIF, and CAE.
What is the price of the Complaints Book?
The cost of the Complaints Book is 19.76 €. An electronic book containing 25 complaints is provided with every physical complaints book purchase. Credit card payments, ATM service payments, and Payshop purchases are all accepted forms of payment. Portugal's mainland will be delivered three to five days after payment.
How to fill out the Complaints Book?
Before completing the complaint form, carefully read the instructions to avoid jeopardizing the complaint;
Use capital letters and a ballpoint pen to fill out all the fields;
succinctly and impartially explain the reasons behind the complaint;
Sign the complaint sheet and enter the date.
Once the complaint is finished, it must be sent to the appropriate regulatory body and the duplicate delivered to the customer (the complaints book has a 10-working-day response deadline).
How to Monitor the Status of the Complaint?
The consumer can monitor the status of the complaint on the RTCI Portal (Common Information Telematic Network):
Click on the Consumers and Economic Operators area ;
Enter the requested data: complaint number, citizen card number, identity card or passport.
To obtain additional information, contact the regulatory authority. To find out which regulatory entity is responsible, search the RTCI.
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(Author)
Raj Don
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