Do I need a "complaints book" or a complaints notice?

Not a book, but a notice, yes. Every trader selling to consumers in Croatia must allow written complaints in the premises, by post and by e-mail, display a notice on how to file a complaint in the premises and on the website, reply in writing within 15 days and keep a record of complaints for a year. Hospitality businesses have the same duty under their own act. Checked by the State Inspectorate.

Who must?

Anyone selling goods or services to consumers: a salon, a shop, an online shop, a café, a repair shop.

What to do?

1. Write the notice: "You can file a written complaint in our premises, by post to ... or by e-mail to ...; we reply within 15 days." Display it in the premises and on the website.
2. Decide who answers complaints and how you state in writing whether a complaint is justified.
3. Keep a record of complaints (date, content, reply) for one year.

Where to file?

Nothing is filed; the notice stays in the premises and on the website, the record with you.

Who checks?

State Inspectorate (Državni inspektorat)

Fine

The Consumer Protection Act prescribes fines for a trader who does not display the notice, does not reply within 15 days or keeps no record (art. 10(4), (6) and (7)); we are confirming the amount in the penalty provisions.

We are confirming the amount in the source before we publish it.

What if I am already late?

Write and display the notice today; it is half an hour of work.