The book of comments and suggestions will be canceled in Belarus. But not for everyone
On the National Legal Internet Portal published the bill “On Amendments to the Law of the Republic of Belarus” introduced on September 28, 2021 by the Council of Ministers to the House of Representatives. Along with other innovations of the proposed settings, Art. 24 of this Law concerning the book of comments and suggestions. They want to cancel it.
When did the Complaints Books appear?
Requirements for keeping books and sentences. In those years, the phrase “Give a book of complaints!” Often, to extinguish almost any conflict between the seller and the buyer in the bud.
But times have changed. The quality of the goods and the level of service are discussed on the websites of companies, social networks, messengers, blogs. Buyers, clients, tourists, business owners exchange experience in purchasing goods and ordering services, ratings of the best products and companies, inform, and where it is cheaper.
Young people call the “book of complaints” a vestige of a bygone era. Yes, in neighboring Russia it exists, but, for example, in Lithuania, Latvia, Estonia, it has long been forgotten. There is no it in Kazakhstan, and since 2017 – in Ukraine.
By the way, the Ukrainian government argued its decision to cancel the book, incl. and the fact that its maintenance turns into additional costs for the business. Shoppers and clients were encouraged to call call centers, email companies, or complete written requests. This is provided for by Ukrainian legislation.
Does Belarus need a “book of complaints” now?
In Belarus, the analogue of the Soviet book is plaintive. Currently, a book of comments and suggestions should be available:
- in organizations;
- in separate divisions of organizations.
- from individual entrepreneurs;
- in the places of organization of services for the sale (by individual entrepreneurs) of goods, performance of work, provision of services.
The book must be received in accordance with the established procedure, that is, in accordance with the Regulations on the procedure for issuing, registering and storing the book of comments and suggestions, approved by the Council of Ministers resolution dated March 16, 2005 No. 285. By the way, this procedure has been changed: over the past years, Resolution No. 285 has been constantly amended more than 20 times.
Almost every entry made in the Book must be answered.
Let us remind you that according to Art. 10.10 “Violation of the legislation on appeals of citizens and legal entities” of the Code of Administrative Offenses, the absence of a book of comments and suggestions or failure to present it upon first demand shall result in a fine of up to four basic units.
Many experts believe that there are enough measures in domestic legislation to protect the rights of citizens and organizations, incl. legal protection, and without having a book.
However, the government is not ready to completely abolish it. The published bill proposes setting art. 24 of the Law of 18.07.2011 No. 300-З “On Appeals of Civil and Legal Entities”. This includes the following provision:
“A book of comments and suggestions is maintained in the organizations of an individual entrepreneur, the implementation of work on the provision of services to the population in the spheres of the Republic of Belarus.”
That is, a new assignment norm will appear in the current Law in the future: the Council of Ministers must determine specific list of areas, carry out activities in the presence of a book of comments and suggestions. Let us remind you that by Resolution No. 285 list of sales of goods, performance of work, provision of places of serviceswhich should contain this book.
It can be assumed that after the publication of a new resolution of the Council of Ministers (in the event that the bill is adopted and enters into force) from under Art. 24 of the Law will be withdrawn local and private organizations that do not work directly with the population.
It is also possible. There, since January 2021, the number of places where the Book of Reviews and Suggestions must be located has been significantly reduced. The need for their presence even in trade organizations has disappeared. At the same time, in restaurants, cafes and canteens, customers can still write down their feedback on the quality and level of service in the book.
It is clear that the Belarusian bill will still be amended and supplemented. The other day in the House of Representatives a meeting of the permanent profile commission was held, at which the deputies discussed the plan of preparing the draft for its consideration in the first reading at the session.
Author of the publication: Anna FEDOROVA