Consumer corner. What information should be on it?

Owners of retail outlets, shops, cafes and similar establishments know that each such point of sale of goods must have a consumer corner. Rospotrebnadzor strictly monitors this. However, if you turn to the legislation cited by officials, you will not be able to find the phrase “consumer corner” there. What a consumer corner is, what its composition should be, and what a company can be punished for, we will talk about this in the article.

Is the “Consumer Corner” ?

Legislation

The formation of a stand called “Consumer Corner” is regulated by two regulatory documents:

1. Law of the Russian Federation “On the Protection of Consumer Rights” (Articles 8–10). 2. Rules for the sale of certain types of goods (clause 10).

Moreover, in both legislative acts the name “Consumer Corner” is absent. The above legislative acts define the information that must be provided to the consumer when selling goods or providing services. And the name itself - Consumer Corner - came from the mouths of the entrepreneurs themselves.

Correct design of the “Consumer (Buyer) Corner” is of great importance. The benefits are as follows:

1. A buyer or client, entering a store or a premises intended for the provision of household services, always pays attention to the interior. The “Consumer Corner” located in the premises will inspire confidence in your products or services provided. Its presence will mean that you guarantee the quality of your products or services and are ready to settle claims if they arise.
2. A buyer or client can verify the legality of your business activity by seeing licenses, certificates, certificates, and diplomas. This will also increase your credibility, and the client or buyer will become regular visitors to your establishment.
3. Clients or customers will receive all the necessary information.
4. The entrepreneur will avoid criticism and fines from regulatory authorities.

How to apply correctly?

There are no regulated rules or sample design, but there are several points that both Rospotrebnadzor and the buyer himself pay attention to during inspection:

• the buyer's corner should be designed in such a way that the client is given free access to study it;
• documents on the stand should be easily accessible from the cells;
• information about the company must be up to date, as well as about the authorities that control its activities;
• all texts must be printed and clearly legible to the client;
• all specified laws must be written correctly, as well as information about individual entrepreneurs;
• All documents must be in good condition without tears or any stains.

As for small departments in shopping centers, it is better to place a stand at the entrance to the sales area . The stand does not have to be large; a small sheet of chipboard or plastic will suffice. It contains folders with names and information contained in them. For documents it is better to use A4 paper. If the entrepreneur wishes, certificates confirming the professional activities of the company can be placed on the stand.

Attention : it is permissible to store the book in another place, but the owner is obliged to provide it upon the client’s first request.

You can learn more about the nuances of properly designing a consumer corner here.

Who is required to have a Consumer Corner stand?

Enterprises belonging to any organizational and legal forms, manufacturing, distributing a product or providing services (Article 8 of the Law of the Russian Federation “On the Protection of Consumer Rights”).

Such enterprises include:

• restaurants, bars, cafes, canteens, etc.;
• beauty salons, hairdressers, barbershops, cosmetology and beauty salons, tattoo parlors and massage parlors, etc.;
• shops, shopping centers, markets, pharmacies;
• hotels, hotels, hostels;
• dental clinics and offices.

For each of the above enterprises, there are special documents that must be placed in the consumer’s corner. For example, for beauty salons you should have in the consumer corner:

• rules of consumer services for the population in the Russian Federation;
• sanitary rules for the organization and operation of beauty salons and hairdressing salons.

When providing services to hotels, hotels and hostels, in addition to the main list of documents, one more document has been added - Rules for the provision of hotel services in the Russian Federation.

Overseas experience

There is no denying the usefulness of placing customer reference stands in retail stores. Many businessmen express dissatisfaction with the lack of a uniform standard regarding the design and content of consumer corners. This situation opens up scope for arbitrariness on the part of representatives of numerous controlling structures. After all, each of them can demand that materials related to his department be placed in the most visible place.

An example is Belarus, which is close to Russians, where an order issued by the Ministry of Trade has been in effect since 2008. They were offered both approximate dimensions and a list of required information materials.

Perhaps, this procedure is characterized by excessive regulation, but it simplifies the arrangement of the consumer corner for interested parties.

Responsibility for violation

Entrepreneurs who violate the rules will be held accountable, in accordance with Art. 14.5 of the Administrative Code of the Russian Federation.

The absence of established information about the manufacturer, seller or other information, the mandatory provision of which is provided for by the legislation of the Russian Federation, entails the imposition of an administrative fine in the following amounts:

• for citizens from 1500 to 2000 rubles;
• for officials from 3,000 to 4,000 rubles;
• for legal entities from 30,000 to 40,000 rubles.

conclusions

1. All companies that sell goods or provide services to the public design consumer corners. They help consumers exercise their rights.
2. Consumer Corner - a set of documents about the company and regulations. Usually it is designed in the form of a stand. This is not necessary: ​​folders or files in a visible place will do.
3. The cost of decorating a consumer corner is from 300 rubles. Fines for individual entrepreneurs - from 1,500 to 2,000 rubles, for LLCs - from 30,000 to 40,000 rubles. Decide for yourself whether to take risks or not.

Sources

• https://fin-az.ru/435799a-ugolok-potrebitelya-trebovaniya-rospotrebnadzora-perechen-dokumentov
• https://e-kontur.ru/enquiry/1315/corner
• https://potrebitelya-ugolok.ru/staty/ugolok-potrebitelya.html
• https://PravPotreb.com/zashchita-potrebiteley/ugolok-potrebitelya-ip.html
• https://www.regberry.ru/malyy-biznes/chto-nuzhno-dlya-ugolka-potrebitelya-ip
• https://onlain-kassy.ru/ispolzovanie/pr/ugolok-potrebitelya.html
• https://potrebitelya-ugolok.ru/staty/ugolok-potrebitelya-v-restorane-kafe-stolovoj.html

Consumer Corner: list of documents for 2021

According to the current legislation of the Russian Federation, the list of documents in the consumer corner in 2021 for individual entrepreneurs and LLCs is as follows:

1. State registration certificate (certified copy). From January 1, 2017, when registering an individual entrepreneur or LLC, the Federal Tax Service does not issue a registration certificate. Instead of a certificate, a sheet of entry from the required register is issued - ERGYUL (for legal entities) or Unified State Register of Individual Entrepreneurs (for individual entrepreneurs). Therefore, if your registration occurred before January 1, 2021, then use the registration certificate; if after, then place the Unified State Register of Legal Entities or Unified State Register of Entrepreneurs in the consumer’s corner.
2. License - depends on the chosen type of activity (certified copy). The list of types of activities subject to licensing is determined by Federal Law dated May 4, 2011 N 99-FZ (as amended on July 31, 2020) “On licensing of certain types of activities” (as amended and additionally, entered into force on December 29, 2020) .
3. A list of all departments and bodies (including addresses and telephone numbers of regulatory bodies) performing the control function, and an inspection log with marks from the bodies.
4. Law of the Russian Federation “On the Protection of Consumer Rights”. Moreover, this Law must be an official printed publication, and not a printout, for example, from a file or the Internet.
5. Rules for the sale of certain types of goods or Rules for the provision of public catering services (the choice is determined by the scope of the enterprise’s activities).
6. Operating mode.
7. Price list (for the service sector).

Production of an information stand

If for some reason there is no opportunity or desire to purchase an information stand in a specialized store, then you can start making such products yourself.

There are several basic materials for production. Each one should be described in more detail, since the placement method will also change depending on the specific choice.

Made of wood

To make a stand out of wood, you need to prepare:

1. Two boards of the required length.
2. Sheet of thin plywood. It is not advisable to look for weighty samples, since it will be more difficult to mount the stand on the wall.
3. Small boards for creating pockets.
4. Self-tapping screws for wood.
5. Glass or transparent plastic.

Dimensions are selected individually, since specific dimensions are not specified by law. But you need to make sure that all the necessary documents fit inside the wooden structure.

Making the right design:

1. A sheet of plywood is placed on top of the boards, which is then attached to them using wood screws. Small nails will also work.
2. Next, you need to start making pockets. To create one you will need three small boards, glass or transparent plastic. The width of the structure depends on the document that will be inserted inside. Immediately nail the board for the lower part exactly to the stand in a horizontal position. The remaining two parts must first be prepared - cut out the excess parts from the inside of the board using a sharp knife or chisel. The result should be a part in the shape of the letter “L”. Carry out the same operation with the second part. This recess is necessary to prevent documents and glass from falling out of the stand. Next, the structure is put together. The same actions are carried out with each pocket.
3. Install glass.

All that remains is to attach the stand to the wall with hooks.

PVC

Necessary materials for assembling a buyer's corner with your own hands:

1. PVC sheet with a thickness of approximately 3 mm. Thickness – from 2 to 10 mm.
2. Vinyl self adhesive film for creating a header.
3. Cardboard for pockets, the inside of which is covered with adhesive double-sided tape, with the help of which it will be attached to the base. The double-sided tape should be thick to create a gap between the plastic and the pocket.

Manufacturing:

1. Cut the PVC to the required size. This is done with a regular knife.
2. Mark the place for the pocket and glue the cardboard.
3. The prepared text from self-adhesive paper is attached to plastic.

The beautiful stand is ready for use.

Reversible option

Necessary materials for design:

1. The required number of files.
2. Colored self-adhesive film.
3. Sheets of cardboard.
4. Metal ring binders along with a folder plate.

Master Class:

1. The edges of the cardboard are treated with colored self-adhesive film.
2. The files are attached with double-sided tape.
3. The holes are made with a hole punch.
4. The rings with the plate from the folder are screwed to the wall with self-tapping screws, then the prepared files are placed there.

The stand is ready for use.

Additional documentation for the stand

Despite the fact that the list of additional documentation is not regulated by law, regulatory authorities require their availability.

1. Book of complaints and suggestions. Provided after the client has requested it (clause 8 of the Sales Rules). For retail trade and public catering enterprises, Order of the Ministry of Trade of the RSFSR No. 346 of September 28, 1973 “On approval of instructions on the book of complaints and suggestions in retail trade and public catering enterprises” is still in force.

For the service sector, the requirement to have a book of complaints and suggestions is established by industry Rules. For example, for the sphere of consumer services, the Decree of the Government of the Russian Federation No. 1025 dated August 15, 1997, as amended on October 4, 2012, “On approval of the Rules for consumer services for the population in the Russian Federation,” is in effect.

2. Evacuation plan and fire safety instructions. SanPiNs (developed as separate standards for catering and trade in food products). 3. Rules for the provision of household services (used by enterprises in this area) and a price list for the services offered.

4. Benefits and conditions defined by law for serving certain categories of the population.

5. Information related to the sale of certain product categories. For example, the prohibition and responsibility for the sale of alcohol and tobacco products to children.

6. Telephone numbers of emergency services (Ministry of Emergency Situations and others), departments that monitor sellers, and services where customers can contact with a complaint. 7. Addresses and telephone numbers of your local consumer protection office.

8. Audit log.

Who controls the “Consumer Corner” stand

• The presence of mandatory documents posted at the “Consumer Corner” stand is monitored by Rospotrebnadzor.
• Sanitary and fire inspection bodies.

Legislative framework

Regulatory acts quite clearly regulate the relationship between the seller and the buyer, the person providing services and their consumers. However, at the legislative level there is no such thing as a “consumer corner”. Nevertheless, the legislation requires the seller to provide complete information about consumer rights by setting up a special information stand, and for its absence there is even administrative liability. Simply put, all information should be provided to the consumer in a free and accessible form.

This might also be useful:

• Rospotrebnadzor inspection plan for 2021
• What responsibility does the individual entrepreneur bear?
• On what basis does the IP operate?

• Why do we need an Ombudsman for the Rights of Entrepreneurs of the Russian Federation?
• What rights and responsibilities does an individual entrepreneur have?
• Is an individual entrepreneur a legal entity?

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Comments

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03/14/2018 at 17:46 # Reply

Can't you print the consumer protection law?

…4. Law of the Russian Federation “On the Protection of Consumer Rights”. Moreover, this Law must be an official printed publication, and not a printout, for example, from a file or the Internet... On what grounds? Is it prohibited somewhere?

03/15/2018 at 14:58 # Reply

Good afternoon. No legislation prohibits printing the Law. But a self-printed Law may not meet all the requirements for ease of reading and aesthetics. Correctly selected font, optimal text weight and rational spacing between lines of the official publication will help to avoid nagging from inspectors of authorized control bodies.

10/17/2018 at 12:26 pm # Reply

Good afternoon, brochures are also not always well-printed, or even several times worse if you print them yourself, where can you look at the standards for font, spacing and aesthetics of printing. Because The price from government agencies for the necessary kit is unreasonably high.

04/12/2018 at 02:34 pm # Reply

Hello! For the consumer corner “Certificate of state registration” (certified copy) - certified by whom?

04/20/2018 at 01:49 pm # Reply

Good afternoon. Certify a copy of the registration certificate with the signature and seal (if any) of the individual entrepreneur. True, now they no longer issue certificates of registration of individual entrepreneurs; the main document confirming the registration of individual entrepreneurs is the Unified State Register of Entrepreneurs (USRIP) registration sheet. But for the individual entrepreneurs to whom it was issued, this is relevant, but for the rest it is necessary to place a sheet of the Unified State Register of Individual Entrepreneurs, also certified by the signature and seal of the individual entrepreneur.

Roman 02/28/2020 at 06:50 pm # Reply

What if I have an LLC, not an individual entrepreneur?

04/23/2018 at 01:33 pm # Reply

Good afternoon. p3 - where can I get such a magazine?

04/24/2018 at 11:46 am # Reply

Good afternoon. A sample log of inspections by regulatory authorities was approved by order of the Ministry of Economic Development of Russia dated April 30, 2009 No. 14. The log is necessary primarily to protect the rights of the inspected entity - individual entrepreneur or LLC. If the inspection is not carried out legally, then by asking a representative of the regulatory authority to make an entry in the journal, the inspector will most likely refuse to do so. And you have the right not to allow inspection without making an entry in the journal.

04/24/2018 at 15:19 # Reply

Tell me who should draw an evacuation plan and write fire safety instructions if we rent a room (office) in a BUSINESS center. And who certifies it for individual entrepreneurs?

07/12/2018 at 10:54 am # Reply

Good afternoon The individual entrepreneur provides services in the IT field (programming, remote consulting services, maintenance of cash registers, sales of cash registers and software). Renting office space. Should it have a “Consumer Corner”?

ostapx1 07/12/2018 at 12:52 pm # Reply

Hello! Yes (Article 8 of the Law of the Russian Federation “On Protection of Consumer Rights”).

Andrey 07/31/2019 at 18:46 # Reply

Should there be a consumer corner in banks?

Vladislav Yazhikov 11/17/2019 at 02:23 pm # Reply

Good afternoon. Should there be a “Consumer Corner” in the bank and its branches?

Elena 11/22/2019 at 10:47 am # Reply

Hello. We are required to place anti-terrorism documents in the consumer corner. But in the list on your website they are not required to be presented. Are these laws and regulations legally required of us?

Valeria 11/29/2019 at 2:54 pm # Reply

Hello! Please tell me, should the book of complaints and suggestions be numbered and stitched? And should the book have the seal of Rospotrebnadzor? If there must be a seal, should I go to them myself so that they can put it on me?

Tatyana 02.12.2020 at 14:30 # Reply

Good afternoon Should a grocery store have Federal Law No. 35 “On Combating Terrorism”, Federal Law No. 390 “On Security” and Instructions in the event of a threat? Thank you

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Stand design and location

When preparing a 2019 consumer corner for placement in a retail store, an individual entrepreneur will not be able to find uniform rules for designing a corner for individual entrepreneurs. However, it has the ability to design a corner in accordance with the known criteria used by Rospotrebnadzor.

Information stand for buyers:

• should be placed where it will be in the buyer’s field of view;
• ensure accessibility of information, which implies the ability for visitors to easily obtain any materials from the cell;
• provides up-to-date and verified information with correctly indicated names and contact information;
• is performed in an aesthetically pleasing manner with a thoughtful composition of the information provided.

There are no requirements for what materials and in what form a buyer’s corner must be presented to an individual entrepreneur. We can say for sure that it should not be placed under glass or in a display case. Often, a sketch of an information stand for consumers is developed by the businessman himself or the specialist he contacted.

The corner is usually placed closer to the entrance, before the shopping area. This ensures free review and access for all buyers who wish to familiarize themselves with any information.

How to design a buyer's corner and what it might look like?

So, the main criteria for the location of the consumer corner are the convenience and accessibility of the posted information from the point of view of familiarization with it by the buyer or client. It is common to use for these purposes special information stands placed on the wall of the store (place of service) in close proximity to the main entrance. Usually even one such stand measuring approximately 70 by 50 centimeters is enough.

The design of the information stand may contain transparent plastic pockets (tabs, files) so that paper sheets with the required information can be placed in them. This information can be conditionally divided (based on the classification of the types of information provided to the buyer under the law and taking into account established practice) into the following several blocks:

1. Industry-wide block.

Here information is published that is common to any business entity in the field of trade or services - that is, regardless of the segment in which it conducts economic activity, what it sells and for whom, and what services it provides.

Such information includes:

• the text of the Law “On the Protection of Consumer Rights” (it is also advisable to update it from time to time - if new editions are published);
• copies of documents certifying the registration of a business entity with the Federal Tax Service;
• information about the legal and postal address of the business entity;
• information about the categories of citizens who are served out of turn (this item is relevant for service providers).

The block can also contain contacts of higher-level organizations - if the trade or service enterprise is part of the holding.

1. Profile block.

Its content is determined, in turn, based on the specific type of economic activity of a trade or service enterprise. As a rule, this block includes:

• copies of various licenses - if they are needed to trade in something (for example, pharmaceutical products) or provide certain services (for example, medical);
• copies of regulations governing the area of ​​trade or service in which the enterprise operates (for example, this could be the same resolution No. 1025 for a service enterprise);
• if the company provides services, their list and prices;
• information about restrictions on sales of certain types of products (for example, alcohol and tobacco products to minors);
• information about the sanitary and epidemiological standards that are established for the type of activity carried out by a trade or service enterprise (and about the measures taken by the enterprise to comply with these standards - for example, in the form of copies of contracts with external service providers for the treatment of premises) - just for that case , if inspectors come.

If we are talking about reflecting information related to licensing the activities of a store, then the list of such information must include:

• name of the seller’s type of activity and its OKVED code;
• directly the license number - shown in the certificate;
• information about the validity period of the license;
• information about the authority that issued the license.

It is appropriate to place a copy of the license itself on the stand.

The service company may additionally publish:

• forms of standard contracts concluded for the provision of services;
• information about the employees who will provide services (in cases where this is appropriate, details of documents certifying their qualifications may be indicated - for example, if the enterprise provides medical and other services requiring special skills).

If a retail organization operates in the pharmaceutical segment, then information on the maximum retail prices for certain medications can be posted on a stand in the consumer corner.

1. Unit for protecting interests and ensuring consumer safety.

These are most often located here:

• book of complaints and suggestions;
• contact details of government authorities that are responsible for ensuring compliance with consumer rights in trade and services (Rospotrebnadzor, Ministry of Internal Affairs, department of the city administration responsible for the consumer market, public associations).

It is important to post here - or on a nearby stand - a fire evacuation plan, as well as a general algorithm of actions that people in the store need to take in an emergency. Emergency telephone numbers must be present - which may need to be called from inside or outside the store.

As we already know, there are no norms in the legislation that would unambiguously require trade and service enterprises to place a complaint book in the consumer’s corner. Therefore, many companies prefer not to do this and present the book only at the request of the visitor. This may be justified from the point of view of ensuring the safety of the document: if the information stand is located in a public place, then visitors may accidentally touch it and the book at the same time, which can lead to damage.

1. Commercial (advertising) block.

It may contain information:

• about the peculiarities of the sale of individual goods and services (for example, using personal discount cards by the client);
• about discounts and promotions held on a regular basis or unscheduled.

The block under consideration is among those in which, at the discretion of the trading enterprise itself, in principle any information useful from a business point of view can be published. The main thing is that they do not contradict the law in their content (for example, they do not violate laws on advertising, competition, state and commercial secrets, and personal data protection).

1. Organizational block.

In principle, any data relating to the organization of work of a trade or service enterprise can be reflected here. For example, the same information about its planned closure for repairs or audits.

If a store operates on the territory of a national republic, then it makes sense to duplicate the information stand in the language of the titular nation (in fact, this is even recommended at the legislative level). And if a significant part of the contingent of buyers are foreigners (for example, if the store is located at the airport, or on the Trans-Siberian Railway), then in English too. This will help maintain consumer loyalty.

Requirements for placing a consumer corner 2021

The law requires that information be posted in the most visible place for visitors to the establishment. The best option is at the entrance to a restaurant, cafe, canteen. In such a place, it will be difficult for your visitors not to notice the information stand.

In 2021, there are no strict requirements for the shape, size, number of cells for the consumer corner of a cafe, canteen and restaurant. An information stand can be purchased at a specialized office store or on the Internet, or you can make it yourself.

The appearance can be made either as a stand or as a wall book with turning pages. You can simply place all the information in separate frames on the wall. When purchasing a consumer corner, it is better to take care of its appearance, since, being in the most visible place, it will always catch the eye of visitors to your establishment. And if its appearance is unsightly, it may unpleasantly surprise your clients, which, in turn, may negatively affect the reputation of your business.