Complaint about housing and communal services to Rospotrebnadzor
Why should you file a complaint with this authority? Rospotrebnadzor has been operating in our country since 2004. This body positions itself as a state structure to protect the interests, rights and general well-being of all consumers in our country.
As we have already found out, the main function of the above-mentioned body is sanitary and epidemiological control.
Complaints are filed with this body in the following situations:
- there are problems with the water supply in the house that are not being corrected;
- There is a problem with the garbage chute and, in general, with the disposal of waste from the house.
- there are violations in the maintenance of an apartment building on the part of management organizations;
- inflated tariffs for services provided and services of resource supply organizations;
- problems with epidemiological and sanitary standards in an apartment building.
Statistics also prove the fact that Rospotrebnadzor is contacted in situations where the above-mentioned violations occur.
There is also a large number of requests for private complaints about the work of the management company, for example. Since the body under discussion has taken upon itself the responsibility to monitor the thorough implementation of the Law on the Protection of Consumer Rights, if individual citizens find violations against themselves in this regard, they file a complaint against the management company with Rospotrebnadzor.
Phone numbers
Support for citizens is provided directly by the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, as well as through territorial centers. It is recommended to contact the department at your place of residence due to the high workload of the central office. This will allow the issue to be resolved more quickly.
Federal
The following contact numbers are currently available:
- 8(800)555-49-43 – consultation center;
- 8(800)100-00-04 – central office;
- 8(499)973-26-90 – phone number for inquiries;
- 8(495)974-96-46 – FBUN Central Research Institute of Epidemiology;
- 8(495)332-01-01 – Research Institute of Disinfectology;
- 8(495)954-45-36 – FBUZ Federal Center for Hygiene and Epidemiology;
- 8(499)151-11-89 – FBUZ IMC.
If you cannot contact the authorized body, it is recommended to check the relevance of your contacts. You can find out the current numbers in the “Telephone Help Line” tab of the official website. Click on the link to go.
In the regions
Federal service units are located in all regions of Russia. Contacts and location of the service office can be found on the official website using the following link. To make it easier to view information, the current data is distributed in the list by federal district.
If you click on the name of the subject, you can go to the web page of a specific department of Rosprednadzor, including for UR, RD, RM, RK, KCHR, EAO, RT, RS, RB and others.
Why to this particular authority?
Many citizens who need to protect their interests do not know where to turn to properly protect their rights, punish the perpetrators and achieve justice. And workers in the housing and communal services sector are accustomed to their impunity, so this situation cannot be ignored. Meanwhile, you need to know where to go in order to find justice.
In accordance with Article 20 of the Housing Code of our country, it is the executive authorities of the subject and the state that exercise supervision over the housing stock and its maintenance. These bodies include Rospotrebnadzor.
Rospotrebnadzor is a government body that is obliged to respond to complaints from residents, expose unlawful behavior on the part of the housing and communal services system, and combat violations of rights and laws.
This structure has the authority to protect the rights of citizens and consumers by conducting inspections, issuing instructions, and filing applications with the courts. Basically, Rospotrebnadzor protects citizens from deception, incompetence and failure to fulfill obligations.
This authority not only conducts inspections, but also forces violators of the law to correct their mistakes.
Rospotrebnadzor has branches and departments in every city and regional center, so residents’ requests will be timely and simple.
What to do if the sanitary and epidemiological station does not satisfy the complaint?
If the sanitary and epidemiological station refuses to satisfy the requirements set out in the appeal, the applicant has the right to appeal the response provided both in court and out of court.
An extrajudicial (administrative) appeal procedure involves appealing to a higher official in relation to the one who reviewed the application earlier. As a rule, such complaints are sent either to the head of the Rospotrebnadzor department of a certain constituent entity of the Russian Federation or directly to the central office.
The judicial procedure is implemented in the form of filing an administrative claim. The claim is filed in court at the location of the territorial body or official considering the complaint. An administrative claim can be filed directly with the court or transferred to the official whose actions (inactions) are being appealed. Subsequently, the official submits the claim to the court on behalf of the applicant. This statement of claim can be filed within three months after receiving a negative response from the sanitary and epidemiological station.
The legality of the actions of the sanitary and epidemiological station that refused to satisfy the complaint can be verified by the prosecutor's office. To do this, you will need to submit a corresponding application to the prosecutor's office, attaching all the necessary documents.
Step-by-step instructions for applying
Contacting Rospotrebnadzor is not at all difficult. To do this, you need to fill out the appropriate complaint correctly, and also know where exactly to submit it.
You can contact Rospotrebnadzor in one of the following ways:
- personal presence and submission of a package of documents;
- sending a package of documents by mail, letter with notification;
- sending a fax with the text of the complaint to Rospotrebnadzor;
- application through the public services portal;
- contact by email;
- application via the department's website.
Regardless of which method of appeal you choose, you must receive a response upon filing a complaint. A response must be received to any appeal, regardless of whether Rospotrebnadzor considers it justified or not.
Appeals in different situations can be adjusted to the following algorithm:
- a citizen or citizens draws up a complaint and forms a package of documents;
- all collected evidence is collected in one package and submitted in one of the proposed ways to Rospotrebnadzor;
- receive notification of document acceptance;
- We are waiting for a response to review.
Depending on the decision of the authority on your issue, events may develop in one way or another and we can no longer predict the exact development of events on this issue.
How to write a complaint to Rospotrebnadzor against a management company
There is no directly and clearly established sample for writing a complaint to this body, however, in accordance with existing canons, you can get a rough idea of what a complaint should look like.
- Take a sheet of A4 format. It should be white, clean and not wrinkled.
- You can fill out the complaint either by hand or on the computer. The basic requirements for writing are that the text is readable and, if possible, written in a standard font or handwriting. It is important to use blue or black text color.
- Now let's move on to writing. In the upper right corner, like any other official document, we write the full name of the body to which we are going to apply.
- Next, in the same right corner we indicate who the complaint is from. It can be either collective or belong to one sender.
- Below in the middle of the line we put the word “Complaint”.
- Now you have the freedom to describe the injustice that was done to you and not addressed properly. Remember that when describing, you should abandon the emotional coloring.
It is also worth resorting to the following structure:
- first describe the situation, referring to legal acts;
- describe the measures you took to correct the situation and reach an agreement with the housing and communal services authorities;
- the response received or its absence;
- requirements that those responsible must fulfill in order to correct the current situation.
If you attach any documents to the complaint, be sure to provide a place in the application for their listing. This is necessary to ensure that important papers are not lost as a result of studying the document.
A complaint to Rospotrebnadzor against the management company (sample below) is submitted directly to the office of the authority’s branch. There is no need to pay government fees to submit this document.
At the office, the applicant will be asked for a passport and will be issued a certificate after receiving the package of documents. According to this certificate, you can come for the papers and pick them up at any time.
In addition to the application to Rospotrebnadzor for the management company (see sample below), the package of documents may contain an examination form, a refusal of a previous application from the housing and communal services authority, a complaint filed with the housing and communal services, as well as other documents proving your case.
If possible, please attach copies of these documents.
Sample complaint about housing and communal services to Rospotrebnadzor.
Read about how to correctly write a complaint against the Criminal Code to other authorities here.
Sample complaint
The legislation does not establish a single form for completing an application.
But the complaint sample must contain the following information:
- name of the organization to which the document is submitted;
- personal data of the applicant;
- a brief description of violations with links to legislative acts;
- requirements;
- list of applications;
- date of compilation and signature.
An example of a complaint can be viewed here. If the complaint is collective, then the signatures of all applicants must be collected.
Download a sample complaint to the housing inspectorate for housing and communal services
Download a sample complaint to Rospotrebnadzor regarding housing and communal services
Download a sample complaint to the prosecutor's office for housing and communal services
Download a sample statement of claim to the court for housing and communal services
The following documents can be attached to the application:
- examination results;
- copies of appeals to other authorities and responses from them;
- receipts for payment of housing and communal services;
- photo and video materials.
When applying via an online form , the size of attached applications should not exceed 5 MB.
Answer
The law does not regulate the time frame when you can receive a response from the relevant authority. However, Rospotrebnadzor tries to consider each request within a month and give a detailed response to it.
The answer can be positive or negative. The first option means that the body takes on your case and will establish justice in permitted ways and methods.
If the answer is negative, this means that the authority considers your complaint to be unfounded or does not have the authority to resolve the situation. In one case or another, you will be given a comment about the reason for the refusal.
Do not be afraid to contact government authorities to seek protection. We, as citizens of the Russian Federation, have rights established by law, which must be protected not only by ourselves, but also by our state. Read more about where you can complain in this material.
In addition to Rospotrebnadzor, citizens can send their applications to the housing inspectorate, the prosecutor's office, or file a claim in court.
About the service
Rospotrebnadzor is a key body that exercises control and supervision, monitoring the epidemiological situation, the relationship between the consumer and the seller. The federal body also organizes measures to prevent the development of epidemics and diseases on Russian territory, including coronavirus infection.
To implement relevant activities, Rospotrebnadzor includes medical laboratories, scientific organizations, epidemiological departments in ministries and departments, federal centers and departments in the constituent entities.
To get help resolving a specific issue, you will first need to explain the situation to the operator. Next, the employee will redirect you to specialists from the required department.
Working hours
The all-Russian telephone number for consultation is available daily. The center operates around the clock without breaks. It is possible to reach the central office of the authorized body only from Monday to Friday. Opening hours are from 10:00 to 17:00, lunch break is from 12:00 to 12:45.
Calls are received from all regions of the Russian Federation. Important - operating hours are calculated according to Moscow time.
In what languages is the service provided?
Consultation at the contact center is available in two languages – Russian and English. In both cases there is a single hotline number. If necessary, the service employee will independently switch to an English-speaking operator.
What is the cost of a call?
Hope
customer service quality control expert
Ask a Question
Calls to current numbers of the Rospotrebnadzor department are free for all settlements of the Russian Federation. Free service is available from all listed telephone numbers of the help and consulting service. The cost does not depend on the mobile operator used. When calling from abroad, the cost of the call should be calculated based on the connected tariff.
