Consumer corner for individual entrepreneurs in 2020: list of documents and registration rules

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Published: 10/20/2020

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The consumer corner is a mandatory norm of the legal field for each entity providing different types of services. The board should contain information about the store and emergency phone numbers for the consumer's corner.

1 Laws and regulations
2 List of required documents
3 Who supervises
4 How to contact regulatory authorities
5 Emergency numbers
6 Consequences of the absence of a consumer corner
7 A little about the nuances

Laws and regulations

Telephone numbers of regulatory authorities for the consumer corner are installed at the stand, since the law provides for liability for their absence or incomplete provision. The client has the right to receive unhindered access to information and service at a decent level.

The legislation indicates the need to provide addresses and telephone numbers of those authorities that are obliged to protect consumer rights. They are the ones who should provide assistance when a conflict situation or disagreement arises.

Legislative norms governing this area are:

Constitution of the Russian Federation;
law on the protection of buyers' rights;
administrative code;
resolutions of ministries and relevant departments;
regional regulations.

A serious approach to the design of a corner is associated with the sale of only high-quality goods and services to the population. The main task is to protect human rights and determine an algorithm for resolving controversial issues.

The legislation dictates the conditions for registration so that every citizen has the opportunity to obtain public information. Personal data is indicated in the manner prescribed by the legislator.

Required documents and standards for their placement

Any individual entrepreneur who does not want to have problems with the law must know all the requirements for creating and designing an information stand for the consumer in 2020. The list of necessary documents and rules is created by the state based on the most important needs of customers; standards and norms are designed to protect the interests of the consumer and protect him from the risk of purchasing low-quality products, as well as to warn the buyer against rash decisions in the process of purchasing goods and services. In 2020, individual entrepreneurs are required to provide their clients with the following list of documents:

a printout of the bill “On the Protection of Consumer Rights” of the Russian Federation, relevant today. The text of the law must contain up-to-date information and all amendments made by the state;
a list of valid licenses that the company has today;
original or copy of the certificate of state registration of a certain type of economic activity;
a copy of a document indicating the normal sanitary and epidemiological conditions of the premises that are involved in the process of providing services or selling goods;
a special book of suggestions and complaints for the company’s clients;
a detailed plan for evacuation from the sales area or premises for the provision of services;
standards and rules for servicing citizens in the field of consumer services (for a certain type of enterprise);
contacts, telephone numbers and legal address of the Rospotrebnadzor department with which the enterprise is registered;
contacts, telephone numbers and legal address of emergency call services;
a list of population groups that have the right to be served out of turn at the retail space of a given enterprise;
a sign or announcement containing information about the prohibition of the sale of alcohol to persons who have not reached the age of majority;
general rules for compliance with sanitary and epidemiological standards, ensuring employee hygiene in the workplace (requirements apply to catering establishments and retail stores);
indication of the location of control scales on which the consumer can check the weight of the purchased product.

It is very important to present the information from the Law “On the Protection of Consumer Rights” beautifully and correctly. It is this part of the consumer corner that is most often paid attention to, especially by representatives of Rospotrebnadzor.

Note! It is best to buy a ready-made, beautifully designed version of the law. Self-printed information may not meet all requirements for readability and aesthetics. Correctly selected font, optimal text weight and rational spacing between lines will increase the confidence of clients and inspectors of authorized control bodies.

If an individual entrepreneur is engaged in the sale of alcohol or other excisable products, then having a license in the consumer corner is a mandatory requirement. This document will act as the main argument in favor of increasing trust in the retail outlet. But inspectors will ask for this paper first when carrying out control. Particular attention must be paid to the book of complaints and suggestions; inspectors will check this element of the stand with increased requirements. The basic requirements for the creation and design of this attribute of any retail outlet are as follows:

the book must be bound, all pages must be numbered;
the document must contain basic information about the owner of the enterprise;
the book must be provided to the client immediately after the first request;
It is better to place a notebook of suggestions and complaints inside the information stand, so the book will always be in a visible place, as a result of which customer confidence will increase.

The individual entrepreneur has the right not to place a detailed evacuation plan in case of emergency in the consumer's corner, however, its presence in the sales area is a state requirement. Deviation from this rule may be considered a violation. The inspector will be required to verify compliance with recommendations during subsequent inspections.

The legislation of the Russian Federation provides for the creation of additional requirements for individual entrepreneurs; the availability of such documents on the trading platform is exposed by local authorities. Additional papers may include:

price lists with precise indications of prices for certain goods or services;
certificates of quality and conformity;
other documents by which it is possible to identify the quality and origin of commercial products.

Very often, such additional requirements are imposed on goods that, according to government legislation, must have fixed prices. Government authorities play an important role in determining the pricing of such categories of goods.

Note! The presence of additional data on the information stand does not exempt an individual entrepreneur from posting basic information that is mandatory for all forms of organization.

The consumer corner should answer as much as possible all the client’s pressing questions, since meeting needs is the main task of any business.

Owners of private clinics and pharmacies need to pay special attention to the design of their information stand. The medical field has its own characteristics and nuances, so the consumer corner must be supplemented with the following documents:

an extract from the law of the Russian Federation, which guarantees all citizens the opportunity to obtain medications necessary to maintain life;
certificates;
licenses for each type of service, procedure or research.

List of required documents

Legislative norms determine the list of documentation that an entrepreneur must place at the stand. It includes:

a duly certified copy of the state registration certificate;
laws, regulations, decrees in printed format of the official publishing house;
emergency telephones;
contacts of competent organizations exercising state control;
certificates from the sanitary and epidemiological service (required for places where food products are sold);
a copy of the permit, license for a certain type of activity;
work schedule, reception of management and specialized specialists;
rules of behavior on the territory and premises of the institution;
fire safety rules;
evacuation plan in case of emergency;
a book of complaints and suggestions drawn up in compliance with the rules;
information from state security agencies and law enforcement agencies that must be conveyed to the population;
means (scales) for control weighing of goods at food retail outlets.

The legislative framework does not indicate a clear sequence of placing papers on the board; they can be supplemented and expanded. The stand may also display booklets and other promotional materials.

Registration requirements

Let's move on to the topic of how to design a stand with information intended for consumers. According to the established rules, a panel containing various information should be located in a part of the hall accessible to customers. It should be noted that the current laws do not have clear information regarding stand design. According to experts, the beauty and cleverness of the design of the consumer corner reflects the company’s image. As a rule, SPD use special stands equipped with transparent plastic cells. Acts and forms related to mandatory documents are stored in such cells. It should be noted that all documents should be easily removed from the “pockets” . Another important requirement of Rospotrebnadzor is the relevance of the information posted.

Mandatory documentation

Consumer corner of Rospotrebnadzor requirements regarding documentation that is in the public domain:

Availability of a copy of the license.
Availability of a Sanitary and Epidemiological Supervision report.
Availability of a copy of the registration certificate.

All photocopies of the above certificates and forms must be certified by a notary office before being placed on the sales floor. In addition, every entrepreneur involved in commerce must post on the information panel a photocopy of the laws on the protection of the rights of buyers and the administrative responsibility of a business entity. Also, the board in question must contain information from the Government Decree on the rules for the sale of individual product groups . The list of mandatory documents includes a schedule containing information about the operation of the retail outlet and a special register where the results of inspections carried out by regulatory authorities are recorded.

Additional documents

The presentation of information for the buyer deserves special attention. In addition to the above generally required forms and certificates, the entrepreneur must attach an evacuation plan to the information stand. Manuals on fire safety measures would also be useful. According to experts, each customer corner should contain information about the rules established by the Sanitary and Epidemiological Supervision Service regarding the retail sale of goods.

You can supplement the information stand with a special list listing the services provided to visitors. In the same document you can list the benefits that are offered to certain segments of the population (disabled people, pensioners). As practice shows, many entrepreneurs post information on their stands about the specifics of sales at a particular point. Such features are promotions, discounts and other bonuses that can be beneficial to consumers.

Separately, you should consider the procedure for indicating information about the rules for the sale of certain product groups. Similar rules include a veto on the sale of alcohol-containing liquids and tobacco products to a certain category of persons.

The stand should hang in every institution that provides any services, including trade

List of required phones

Telephone numbers of regulatory authorities for the consumer corner must be indicated without fail. It is important to note that the content of the list with telephone numbers depends on the direction of the company’s activities. The standard list includes such authorities as “Consumer Supervision”, “Trade Inspection Office”, “Sanitary and Epidemiological Service”. When compiling a list of organizations that have control functions, you should check the relevance of the information provided. You can obtain exact details using special reference books or by visiting the official websites of the above authorities. According to established requirements, this section of the information panel must contain contact information for emergency services. Emergency phone numbers for the consumer corner:

101 – Fire service.
102 - Police Department.
103 - Ambulance.
104 – Emergency gas network service.

Information about services, product range

Boards containing important documentation about the company’s activities, in addition to the above information, can be supplied with information useful for contractors or ordinary citizens . Such information may include data on the specifics of the services offered. Many stores indicate the rules for using discount and discount cards, and also post announcements about upcoming promotions . According to the established rules, each company engaged in the sale of commercial products must have certificates and other evidence confirming the proper quality of the goods offered, freely available to customers.

Let's look at the content of this section of the information panel using the example of points selling medicines. When setting up a consumer corner in a pharmacy, in addition to the required documents, copies of the following forms should be attached to the stand:

A license allowing you to engage in this type of activity.
A document with information on the rules for storing medicines.
Form with information about the rules for the sale of medicines.
A copy of the federal law on the procedure for the sale of medicines.
Rules for creating a register where the cost of drugs is recorded.

In addition to the above information, this section of the consumer corner may contain various advertisements. This is where information about store closures for inventory, renovations or refurbishment is provided. When composing such announcements, it is very important to take into account the requirements of regulatory agencies.

The stand includes factual information regarding the performer

complaint book

In practice, many entrepreneurs place a complaint book on the information board. It should be emphasized that in the legal documents containing instructions for using this register, there is no regulation obliging the entrepreneur to place the complaint book on the information panel. The current legal system states that employees of a commercial enterprise can keep this register anywhere. The main requirement of the regulatory authorities is to issue the book to the applicant upon first request. This register can be purchased at most stores that specialize in selling printed materials. After purchasing it, the entrepreneur should stitch and number all the pages of the book.

Who supervises

The rights of clients are clearly stated in Article No. 8 of the Federal Law of Russia “On the Protection of Buyers’ Rights” dated February 7, 92 No. 2300-1.

Clause No. 1 Art. No. 8 of the regulatory act indicates that the entrepreneur is obliged to bring public information about the store’s activities to the attention of customers in a clear and accessible form.

Violation of the norms established by law entails administrative liability. Penalty may be in the form of a warning or a fine. The amount of penalties ranges from 1,500 to 40,000 rubles.

The list of departments and bodies for the information stand includes authorities;

Rospotrebnadzor;
sanitary and epidemiological control service;
fire safety authorities.

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In cases of infringement of consumer rights and the absence of a specially equipped stand, the client can contact law enforcement agencies. The agency is obliged to provide assistance and take measures to prevent and eliminate violations of standards.

The main service in this area is the Federal Service for the Protection of Consumer Rights and Human Welfare. Her competence covers control of the following areas:

compliance with legislation on the protection of the rights and freedoms of citizens;
sanitary and epidemiological surveillance at customs points;
sanitary inspection of all categories of food products;
establishment of a quarantine regime in crisis situations dangerous to the lives of others;
checking compliance with the state quality standard of goods;
audit of organizations engaged in licensed activities (medicine, pharmaceuticals, etc.).

On the website, Rospotrebnadzor provides information about the rights and responsibilities of consumers. Consumers can submit an appeal online and quickly receive an answer to their question.

How and why to design a consumer corner

All legal entities, including individual entrepreneurs and self-employed people who sell, produce or provide services, must have a consumer corner.
This is a legal requirement, but it is beneficial for a business to formalize it correctly, and not just for show. The client trusts the seller, who does not hide anything and does not hide this stand in the darkest corner of the store. You can boast about your achievements and display certificates and diplomas on it. A beautiful consumer corner is proof that the company is responsible for the quality of services and products.

Exactly how this corner should look is not regulated anywhere; it is only important that the information is presented in a clear and accessible form (Clause 2, Article 8 of the PLA). Shops, hairdressers, cafes and restaurants set up a special stand with documents. It is best to place it in plain sight - nothing should prevent the client from coming closer. Online stores publish the necessary information in the “Contacts” section on the website.

There are no special design requirements. Printing houses and stationery stores sell standard layouts: boards with transparent pockets for documents or books with thick flip-over files.

Documents for the consumer corner

OGRN/OGRNIP and name of the registering authority, TIN;
company name;
licenses, accreditation certificates, work certificates, if any;
book of complaints and suggestions;
telephone number of the contact person to whom the client can complain;
printed law of the Russian Federation “On the Protection of Consumer Rights”;
rules of trade and provision of services;
list of regulatory authorities and the territorial body of Rospotrebnadzor, contacts of the police and fire services;
audit log;
operating mode;
address (location).

Place the entry sheet of the unified register, certificates and licenses in the form of certified copies. The requirements for the consumer corner are regulated by Art. 8 PZPP, art. 9 PZPP, art. 10 PZPP, art. 495 of the Civil Code of the Russian Federation, Order of the Ministry of Industry and Trade of the RSFSR dated September 28, 1973 No. 346.

Where to get the necessary documents

The TIN, the Unified State Register of Individual Entrepreneurs or the Unified State Register of Legal Entities are issued by the tax office.
The Consumer Protection Act and the book of complaints and suggestions can be found on the Internet and printed out yourself or purchased at a bookstore.
Contacts of regulatory authorities are listed on the city administration website.

How to contact regulatory authorities

If consumer rights are violated, you must contact local or state control authorities. If there is no information stand, the client does not know the number of the department that is responsible for this area.

The country has hotlines for regulatory authorities that provide legal support and are responsible for compliance with the law.

Table No. 1: Supervisory authorities (list)

Rospotrebnadzor	+7;
Ministry of Health	(495) 628-44-53,;
Central office of the Federal Tax Service	8-800-222-2222
Federal Antimonopoly Service	+7(499) 755-23-23

By telephone, the consumer receives advice and is notified of violations of established rules and regulations in the field of buyer rights. The operating hours of the hotlines can be found on the media resources of these organizations.

Does the individual entrepreneur need an information stand for the buyer?

The buyer's corner not only helps the client find the necessary information about the company and the authorities that verify its activities, but also protects the individual entrepreneur from possible fines.

The presence of an information stand is regulated by the following legal acts:

Articles 8-10 of Federal Law No. 2300-1 “On the Protection of Consumer Rights” dated 02/07/1992;
paragraphs 8-16 of Chapter 1 of the Government of the Russian Federation No. 55 “On approval of the rules for the sale of certain types of goods.”

A properly designed information stand provides several advantages for the enterprise:

increases the status of the company;
conflict resolution occurs on the spot in a pre-trial manner;
the owner is informed about the quality of work of his employees;
The reliability of the company increases in the eyes of consumers.

According to Article 10 of Federal Law No. 2300-1, certain types of individual entrepreneurs must have a consumer corner:

retail trade - activities related to the sale of goods of any type, from food and stationery to medicines and bakery products; an enterprise of this type is required to have a corner in the customer service hall;
services for individuals - companies providing services to the public in the field of hairdressing, cosmetics, and medical services are required to design consumer corners at the reception desk or at the entrance to the salon.

Help : the design of the corner should not irritate customers; it is worth choosing a laconic option.

Emergency numbers

In the consumer's corner, the telephone numbers of regulatory agencies and emergency services that provide assistance in the event of a threat to the safety of citizens' lives should be indicated.

Table No. 2: The list of all departments and bodies additionally indicates the contacts of first responders

Ministry of Emergency Situations	101
Department of the Ministry of Internal Affairs	102
Ambulance	103
Gorgaz Emergency Service	104
Federal Security Service	+7 +7

It is necessary to contact the services only in cases of emergency; these structures belong to “rapid response” groups. The main body of control over the sphere of buyer rights is Rospotrebnadzor.

Content

In the consumer corner there is:

Law “On Protection of Consumer Rights” - in any printed form. Self-design or purchase of a printed publication is allowed. It looks much better than the printed counterpart;
a copy of the certificate of registration as a legal entity;
a copy of the license (when carrying out licensed activities);
a copy of a certificate from Rospotrebnadzor on compliance with established standards in the field of sanitation;
a book of complaints and suggestions, numbered and stitched to prevent sheets from being torn out. This document is not required to be posted in the consumer corner, but is available upon request;
evacuation plan. The requirement is also not included in the Law on ZPP and other regulations, but during an inspection by the Ministry of Emergency Situations, an order will be issued to the head of the organization;
rules for the provision of household services to the population;
contacts (addresses and telephone numbers) of emergency services and regulatory authorities;
address and telephone number of Rospotrebnadzor;
list of categories of citizens served out of turn;
warning about restrictions on the sale of alcohol;
rules of sanitary and epidemiological safety (relevant for catering establishments);
control scales.

The consumer corner for individual entrepreneurs engaged in retail trade contains:

a copy of the certificate issued by the tax service upon registration;
a license giving the right to sell food and alcohol;
conclusion from Sanitary and Epidemiological Supervision;
PPP Law;
Code of Administrative Offenses of the Russian Federation;
Rules for the sale of certain types of goods;
Telephone numbers of supervisory authorities and services;
Journal for recording inspections of trading activities;
Store opening hours;
Book of complaints and suggestions;
Evacuation plan;
Fire safety briefing;
Conditions for extraordinary service;
SanPiN rules on the sale of goods at retail.

Consequences of not having a consumer corner

The degree of responsibility in the absence of a stand is determined by the controlling body on the basis of an inspection report drawn up by an authorized person.

Punishment for violations of legal norms is fixed in the provisions of the Administrative Code of Russia.

Individual entrepreneurs who have not properly arranged their stand may receive a warning for the first time. Repeated violations are subject to a fine. The monetary equivalent of the sanction is 1.5-2 thousand rubles.

Legal entities that fail to comply with the law will be forced to pay penalties in the amount of 30 to 40 thousand rubles. The amount of payments may increase in cases where the violators have not taken measures to eliminate the current situation.

Consumer corner for places selling alcohol

Regulatory authorities pay special attention to retail outlets that sell alcoholic beverages and tobacco products . When setting up a consumer corner in a store specializing in the sale of alcohol, you should adhere to standard design rules. It is important to note that in this case the list of required documents includes several additional items . The owner of the outlet must provide information about the properties of the offered product and its cost. In addition, you will need to provide a schedule for the sale of alcohol.

Indicating information about the product itself is not necessary, but this step will increase the image of the store in the eyes of customers. Many owners of such outlets post information about the manufacturer of the products offered, their nutritional value and other standards on the information board.

What data should be reflected?

The law says it is necessary to indicate the list and data of organizations that protect the rights of clients and buyers. There is no exact data on which specific authorities’ contacts should be placed in the consumer’s corner. But recommendations still exist.

It is advisable to indicate information from both all-Russian organizations that control the activities of the facility, and local ones. The more willingness to engage with these organizations and consumers is demonstrated, the better the relationship with them will be.

Responsibility for the absence of a stand or necessary information on it

The Code of Administrative Offenses provides for a fine for serious violations in the design or absence of a consumer corner. According to Article 14.5, paragraph 1, the amount of a monetary penalty may be:

for an individual entrepreneur from 1.5 to 2 thousand rubles;
for officials from 3 thousand rubles. up to 4 thousand rubles;
for legal entities from 30 thousand rubles. up to 40 thousand rubles

If there is a consumer corner, but it lacks any information or the data is not up to date, then the inspecting party can limit itself to an order, determining the period within which the violation must be eliminated. You should not ignore such instructions, since a fine will be issued if the order is not followed.

The consumer corner has long become a familiar design for the client and a necessary part of the interior of the premises for the entrepreneur. Monitoring changes in legislation and informing the client in a timely manner using the consumer corner is the responsibility that lies with the business owner. Accessibility, readability and timely addition or change of information are the key to good relationships with both consumers and regulatory authorities.

Where can the consumer corner be placed?

Before setting up your stand, you need to decide on the location where it will be located.
It should fit harmoniously into the surrounding interior. The main principle when placing a stand is accessibility. Every visitor should have the opportunity to familiarize themselves with it. Without resorting to the help of staff. You cannot hang a corner behind the seller’s back, behind glass or a screen.

What should be on the organization’s information stand

The list of mandatory documents depends on the type of organization and is determined either by its internal instructions or by higher institutions. However, regardless of profile and subordination, the stand should have:

full name of the organization;
data from superior and controlling organizations;
if the organization’s activities are licensed - copies of licenses, accreditations, permits, etc.;
a list of managers of other responsible persons indicating their full names, contact numbers, work schedule and reception of visitors;
articles of association;
excerpts from laws and regulations that regulate the activities of the organization;
working hours;
service list;
other information important for visitors.

If the content of an information stand is not regulated by instructions or mandatory recommendations, the stand should contain what its users need. The content can be very different - from instructions for filling out to a guide to the territory. In any case, the information should be accessible to study, useful, understandable and as short as possible.

What to do in this case?

Some management organizations solve the problem in such a way that they place all the data not in files or under glass, but in folders that can be leafed through. The folders can be placed vertically or horizontally depending on the amount of space on the information stand. You can organize information on each individual house in folders or, conversely, in one folder contain reports on all houses, only in different files.

For example, you can attach the name “Accounting statements for 2020” to the folder and indicate the numbers of the apartment building (from which and to which house). Then the person will already understand what to look for here and will be able to quickly find information about his home.

And if you create separate folders for each house, for example, “Information about house No. 1,” then it will be even better. In general, the choice is yours. The main thing is to comply with the Information Disclosure Standard in all respects. And you can check the full disclosure of information in the GIS Housing and Communal Services in accordance with No. 74/114/pr using the “Analysis of GIS Housing and Communal Services” service. Try it for free!