Complaints policy

What it means

A complaints policy is a document in which a seller informs consumers of the conditions and method for exercising their rights under liability for defects. It explains where and how a complaint can be made, what to attach, within what period and how the seller will handle it, and how the customer will be told the outcome.

The duty to inform consumers about complaint conditions comes from consumer protection rules. The policy must be displayed visibly in the shop and, for online sales, be available on the website, usually as a separate page or part of the terms and conditions. Its content may not restrict the rights the law gives consumers.

It typically covers the warranty period, rights for repairable and irreparable defects, the remedies, meaning repair, replacement, a discount or refund, the deadline for handling, issuing a confirmation of receipt and a document on how the complaint was resolved, and the option of alternative dispute resolution.

How it works in practice

When preparing a complaints policy we recommend working from the current Consumer Protection Act and Civil Code and tailoring it to what the company sells. Different procedures apply to goods than to digital content or services. Generic templates from the internet often contain outdated deadlines or unlawful restrictions.

The policy should match the actual process. If it says complaints can be made in any shop, the shops must be ready for that. Staff should know how to accept a complaint, what to write in the confirmation and who decides. A record of complaints is kept and must be shown to the supervisory authority on request.

For companies selling to other businesses, complaints are governed mainly by the contract and the Commercial Code, which leave room for different arrangements. Even so, a clearly described procedure, deadlines for notifying defects and the method of proof are useful. They prevent disputes over whether a defect was reported in time.

What to watch out for

The most common mistakes are rejecting complaints without an expert assessment, exceeding the statutory deadline for handling and making a complaint conditional on the original packaging. Such practices breach the law and the Slovak Trade Inspection fines them. If the seller misses the deadline, the consumer may be entitled to a replacement or refund.

Consumer protection rules have changed significantly in recent years. A complaints policy that was correct a few years ago may not reflect today's rules, especially on deadlines, the burden of proof and rights for digital products. We recommend reviewing the document whenever the law changes.