Cold radiators in winter, lack of hot water, or unstable water supply are not just household inconveniences, but violations of the terms of the utility services contract. By law, the consumer has the right to document such facts and demand a recalculation of the payment. The State Service of Ukraine on Food Safety and Consumer Protection reminds: a mechanism for this exists and is clearly stipulated in the regulatory framework.
Step-by-step procedure: from application to act
To start the process, the consumer first notifies the service provider in writing about the detected violation. This can be done in two ways: send a registered letter with acknowledgment of receipt or apply in person to the company's office - in this case, a registration mark should be obtained on the consumer's copy of the application.
Upon receiving the notification, the utility service provider or the manager of the multi-apartment building is obliged to appear for inspection. The maximum period is 1 day from the moment of registration of the application, unless a shorter period is provided for by the contract.
Based on the results of the inspection, a complaint act is drawn up in 2 copies: one remains with the consumer, the other with the service provider or manager. If the parties disagree on the assessment of the situation, the act is signed with comments - they are an integral part of the document and have the same legal force.
What to do if the representative did not appear or refuses to sign
If the service provider ignored the call or unreasonably refuses to sign the act, the document still enters into force. For this, it must be signed by at least 2 consumers - with full names, addresses, and signatures indicated. After that, the complaint act is sent to the service provider or the building manager by registered mail.
If within 5 working days after the registration of the act the service provider has not responded, has not provided an answer, and has not taken measures, the consumer has the right to contact the territorial body of the State Service of Ukraine on Food Safety and Consumer Protection at the place of residence. The results of the quality inspection of services can also be challenged in court.
Legal Basis
The entire described mechanism for protecting consumer rights is enshrined in the Law of Ukraine "On Housing and Communal Services" and the Resolution of the Cabinet of Ministers of Ukraine dated December 27, 2018, No. 1145.
Briefly: key steps
Notify the service provider in writing about the violation - by registered letter or in person with a mark.
Wait for the service provider's representative within 1 day.
Draw up a complaint act in 2 copies; if there is disagreement - sign with comments.
If the representative did not appear or refuses to sign - involve 2 consumers and send the act by registered mail.
If there is no response within 5 working days - contact the State Service of Ukraine on Food Safety and Consumer Protection or the court.
