Rospotrebnadzor of the Moscow Region - Official website of the department

What can you complain about?

Violations may serve as grounds for appeals:

• standards in cooperation with commercial banks;
• consumer rights (when the seller sells a low-quality product, refuses to process a return, etc.);
• sanitary and epidemiological standards (low water quality, poor condition of housing and communal services and living conditions);
• rules for the operation of the local area, if catering, retail, and parking places are opened there, waste disposal standards are violated, and the passage near the house is also ineffectively used.

The consumer can file a complaint against the actions of sellers and service providers to Rospotrebnadzor. There are Rospotrebnadzor departments in every subject of the Russian Federation, and territorial departments in some regional centers and cities of regional subordination (one department can control one or more cities, districts). Such a complaint can be submitted in one of 5 ways.

About the service

The Lipetsk region was formed into an independent administrative unit on January 6, 1954, from the merger of individual districts of the Tambov, Ryazan, Kursk, Oryol and Voronezh regions, like most regions of the Central Black Earth Zone of Russia. From this time the countdown begins for the state sanitary and epidemiological service of the region. The service institutions employ 2 doctors, 10 candidates of medical sciences, 1 candidate of biological sciences, 13 honored doctors of the Russian Federation, 6 honorary workers of the State Sanitary and Epidemiological Service of Russia, 16 excellent employees of the sanitary and epidemiological service, 5 honored healthcare workers, 34 people were awarded the “Excellence in Healthcare” badge.

In order to improve pre-graduate and post-graduate training of personnel on the basis of the Center for State Sanitary and Epidemiological Sciences in the Lipetsk region in 2000. The department of “Hygiene and Epidemiology with the Basics of Laboratory Science” was organized at the St. Petersburg State Medical Academy named after. I.I. Mechnikov, which allows for postgraduate training of doctors and nursing staff without leaving the region. An agreement was concluded between the former TsGSEN in the Lipetsk region and the St. Petersburg State Medical Academy named after I.I. Mechnikov on the targeted admission of students to the medical and preventive faculty. Today, 56 students from the Lipetsk region are studying at the academy, which in the future will make it possible to strengthen the institutions of the State Sanitary and Epidemiological Service with individuals and solve problems at a higher professional level to ensure the sanitary and epidemiological well-being of the population.

In addition, the department is entrusted with the functions of scientific approaches in the implementation of state sanitary and epidemiological surveillance. In the region, for the first time in the Russian Federation, new forms of organizing immunoprophylaxis were introduced, the so-called “Lipetsk method of organizing preventive vaccinations” (1964), organizing surveillance of purulent-septic infections in maternity hospitals (1976). Surveillance of viral hepatitis, nosocomial infections, HIV infection.

Automated monitoring information and analytical surveillance of infectious and parasitic diseases has been carried out for many years and is constantly being developed. Microbiological monitoring is constantly being improved, new methods are being introduced (ELISA, PCR). The Lipetsk region is one of the territories of the Russian Federation with a low level of spread of infectious diseases. Epidemiological surveillance data are widely used to develop regional and local programs to ensure the sanitary and epidemiological well-being of the population. Much has been and is being done to reduce the infectious morbidity rate, to bring it to a number of nosological forms of sporadic cases, and to prevent it from becoming widespread.

Much attention is paid to quality control of food products produced in the region and their import from other territories. In the implementation of the Concept of state policy in the field of healthy nutrition of the population of the Lipetsk region and in order to prevent nutrition-related diseases in the region, work is being carried out to enrich mass food products with vitamins and microelements. A special place in the implementation of current sanitary supervision is given to quality control of alcoholic products. The quality of dairy products and sausages in terms of microbiological indicators has stabilized in the region. One of the important places in ensuring the sanitary and epidemiological well-being of the population is occupied by hygienic training, education and the formation of a healthy lifestyle of the population at the present stage, defined by the “Concept of strengthening the health of the population of the Russian Federation by methods and means of hygienic training and education.”

Every year since 1998, more than 40,000 people of decreed contingents are trained in hygienic training courses in the region through the Lipetsk Basic and Yeletsk Medical Colleges. Instilling hygiene skills in the population is impossible without the media, communication with which is being improved from year to year. Service specialists regularly appear on television, radio, and on the pages of newspapers on topical issues. Today, the service, which has gone through the next stage of reform, is entrusted with large tasks to carry out a set of measures aimed at preventing, identifying and eliminating harmful environmental factors on human health, improving the system of state sanitary and epidemiological surveillance, strengthening control over compliance with the requirements of sanitary legislation, including in the field of consumer protection.

Method 1. In person

In this case, the applicant submits the complaint directly to the Rospotrebnadzor body at the place of violation of rights, that is, to the regional department or territorial (for one or more districts) department of Rospotrebnadzor. It is necessary to have with you a second copy of the complaint, on which the applicant will be marked with an acceptance mark indicating the date.

The complaint can be submitted to a public reception or submitted to the head of the Rospotrebnadzor body at a personal meeting.

It is worth finding out in advance the work schedule and special hours for receiving complaints or receiving citizens by the head of the department/administration of Rospotrebnadzor.

How to apply

To protect their rights and legitimate interests, every citizen can contact the Federal Service in the following ways:

1. By post.
2. At a personal reception.
3. Online on the website.

If the purpose of the appeal is to conduct an unscheduled inspection against a service provider or seller who does not comply with the current law, then first the victim with his demands (for example, a refund for a defective product, failure to comply with the terms of the service agreement, etc.) must contact directly to the seller/supplier. And if he refuses on the merits of the issue or leaves the statement unanswered, then you can send the claim to the body that regulates the relationship between participants in trading operations.

By post

Complaints that contain long text or large attachments are best sent to the Office by standard mail. If a citizen wants to submit an application to the Central Office, then the letter should be sent to the address 127994, Moscow, Vadkovsky Lane, building 18, buildings 5 ​​and 7. To send a letter to a specific territorial body, you can follow the information posted on the website https:// rospotrebnadzor.ru/region/structure/str_uprav.php, where their postal addresses are indicated.

You can obtain information about whether the application received by Rospotrebnadzor was accepted and registered on the information and reference line by calling 8 (800) 100-00-04 (calls are free for residents of all regions of the Russian Federation). Similar information can be obtained by calling the information line, which is open from Monday to Thursday from 10.00 to 17.00, on Friday from 10.00 to 16.00 with a lunch break from 12.00 to 12.45 (Moscow time).

Important! From July 18, 2017 Rospotrebnadzor no longer uses an email address to receive complaints from citizens. An electronic appeal can now only be left on the Service’s website through a special online form.

In addition to the written document, you can send additional materials by mail (photos, expert opinions, service agreements, etc.) that will confirm the validity of the claim. The decision made by the Service on the merits of the issue will directly depend on this.

At a personal reception

Personal reception of citizens is carried out by both specialists of the Central Office and territorial bodies.

You can file a complaint with the Central Office at the address: Moscow, Vadkovsky Lane, 13, building 5.7. To get to your destination, you should get off at the Novoslobodskaya, Mendeleeva metro stations and then get to the Vadkovsky Lane stop by trolleybus No. 47 or No. 3.

Visitors are received on a first-come, first-served basis without prior registration according to the following schedule:

In the constituent entities of the Russian Federation, you can contact the public reception of your territorial authority. You can get information about its location and work schedule on the page https://rospotrebnadzor.ru/region/structure/str_uprav.php.

A citizen has the right to complain directly to one of the heads of the state body, provided that he has made an appointment with his assistant in advance, guided by the work schedule of authorized specialists of the Central Office. Registration may be denied if:

• the request to resolve the problem is anonymous;
• the provided materials contain expressions that insult (How to write a complaint about insult) the honor and dignity of others;
• solving the described problem is not within the competence of the Service.

At a personal appointment, the consumer must present identification and provide documents that confirm the validity of his arguments and facts. At the same time, he has the right to verbally describe the problem or submit a written complaint, which must be considered in accordance with the requirements of the law (such a document is marked with the o and the date of its receipt).

The official who receives complaints from citizens has the right to involve specialists from specialized structures of other divisions of the Service as experts to obtain the required amount of information.

The response to the complaint, with the consent of the complainant, will be given orally (information reflecting this fact will be recorded in a separate log) or in writing.

Attention! If it turns out that resolving issues is beyond the competence of Rospotrebnadzor, then at the reception the consumer should be given an explanation of where and how he should go to protect his rights and interests.

Online on the website

If necessary, the applicant can file a complaint with Rospotrebnadzor electronically, using the functionality specially developed for these purposes https://petition.rospotrebnadzor.ru/petition/. Claims accepted in this way are sent for further processing to structural units that are responsible for organizing work with accepted user requests in the Central Office and territorial bodies.

When sending a statement in the form of an electronic document, the user must take into account the fact that his claim can serve as the basis for an unscheduled inspection only if it was transmitted via information and communication technologies, which implies mandatory authorization in a unified authentication and identification system . Taking into account this fact, you can file a complaint:

1. With authorization using the government services website (ESIA).
2. Without authorization on a general basis.

Complaints about the posting of calls for suicide on the Internet should be sent through a specialized website https://eais.rkn.gov.ru/feedback/. The same form can be used in the event of identifying publications of methods for their commission.

To write and submit an online claim, the user will need to fill out an online form, indicating accurate and reliable information of the following nature:

• your personal data: last name and first name (required fields) and patronymic (if available);
• contacts: telephone, fax, postal and email;
• the unit to which the document is sent (Central Office or territorial body);
• text of the complaint no more than 2 thousand characters. In this field, the applicant must briefly state the essence of his claim and clearly formulate his requirements. When describing the circumstances of the incident, it is important to rely only on reliable information and facts, and also indicate the date, location of the incident (for example, if we are talking about the purchase of a low-quality product, then the full address of the store will need to be written in the statement) and its participants. If the user attempted to resolve the issue with the seller/service provider before contacting, this information should also be included in the body of the message.

You can attach one file of no more than 5 MB in a specific electronic format to the form. If the user has several documents, they can be combined into an archive without exceeding the amount allowed for attachments.

Attention! Materials that the consumer was unable to attach to the online form due to exceeding the permitted file size can be sent by mail, indicating that this is additional information necessary to consider the complaint on its merits.

The user learns that the appeal has been accepted and sent to the selected department from the corresponding information message.

If the received electronic appeal was submitted without indicating the surname, name, postal and email address of the sender, the Office will not be able to provide the sender with an answer on the merits of the questions posed by him.

Method 3. Online

This is done by filling out a form on the website of the territorial body of Rospotrebnadzor.

This method has some technical limitations:

• The size of the complaint cannot exceed 2000 characters.

• It is advisable to combine the attached documents into one file.

• If attachments cannot be combined into one file, they must be placed in an archive of no more than 5 MB.

On the start page for filing appeals there is a list of electronic document formats in which you can submit a complaint and attached documents.

Method 5. By e-mail

A complaint filed in the form of an electronic document can be sent to the email address of Rospotrebnadzor, adhering to the recommendations established for filing online.

The procedure and time frame for consideration The procedure after the applicant fills out the forms is simple - all that remains is to wait for Rospotrebnadzor’s response to the complaint. The body is given 30 days to consider all materials. Moreover, we are not talking about working days, but calendar days. After this period, officials must make one of the following decisions:

satisfy the complaint and take measures to resolve the situation; forward materials to another authority; refuse to accept or satisfy the stated requirements. Failure to respond within a month may serve as grounds for filing a complaint against Rospotrebnadzor with other authorities.

Address and telephone number of the hotline in the Moscow region

If you are from Moscow and not from the region, go to the page for addresses and telephone numbers of Moscow receptions. You can also see the list of territorial offices by city.

Address: 141014, Moscow region, Mytishchi, st. Semashko, house 2. Hotline phone number: 8 (800) 511-58-98. Calling hours are from 10 to 17, break from 13-00 to 13-45. Office phone number: +7 (498) 684-48-01 Official website address: https://50.rospotrebnadzor.ru/

Reasons for refusal to consider a complaint

It is important to understand that filing a complaint does not guarantee a favorable outcome for the complainant. Under certain circumstances, the authority may refuse to even consider it. Thus, Rospotrebnadzor will refuse to consider a complaint in the following cases: the issue under consideration does not fall within the competence of the body;

• the application does not contain mandatory information (the applicant’s details, how to contact him or what the issue is);
• claims are based only on conjecture and do not contain any evidence;
• no previous attempts were made to peacefully resolve the conflict situation.

Practice

Practice in this area shows that consumers are not always able to resolve a controversial situation with sellers, which is why they must turn to higher authorities to protect their rights. Often, Rospotrebnadzor authorities take the side of the applicants, if only the accusations and demands put forward are supported by evidence. To avoid possible negative consequences, legal entities and individual entrepreneurs try to prevent the case from being transferred to authorized bodies, make every effort, and independently resolve the conflict.