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COMPLAINTS PROCEDURE

of DEKRA Slovensko sro

This complaint procedure is prepared in accordance with the relevant provisions of Act no. 250/2007 Coll. on consumer protection as amended and Act no. 391/2015 Coll. on Alternative Dispute Resolution and on Amendments to Certain Laws.
Complaint is the assertion of liability for service or product defects.
A service is any activity or performance which is offered to the consumer, whether in return for payment or free of charge, with the exception of activities governed by special regulations which are supervised by a professional chamber or other public authority.
A product is a new, used or modified movable item which has been manufactured, extracted or otherwise obtained, whatever its stage of processing, and which is intended to be offered to the consumer or which can be expected to be used by the consumer if the item is supplied for in return or free of charge.
1. The seller is obliged to duly inform the consumer about the conditions and method of the complaint, including information on where the complaint can be made and on the performance of warranty repairs. The complaint procedure must be accessible to the consumer in a visible place.
2. The consumer may lodge a complaint at any of the seller's establishments where a complaint can be accepted with regard to the products or services sold.
3. An employee must be present at the establishment to handle complaints during the operating hours.
4. If the consumer files a complaint, the seller or an employee authorized by him is obliged to inform the consumer about his rights under the general rule, based on the consumer's decision on these rights, the consumer is obliged to determine the complaint immediately, in difficult cases no later than 3 working days. on the day of the complaint, in justified cases, especially if a complex technical assessment of the condition of the product or service is required, no later than within 30 days from the day of the complaint. After determining the method of handling the complaint, the complaint will be settled immediately; in justified cases, the complaint can be settled later; however, the settlement of the complaint may not take longer than 30 days from the date of the complaint.
5. If the consumer has lodged a product complaint within the first 12 months of the purchase, the seller may settle the complaint only on the basis of professional judgment; Irrespective of the outcome of the peer review, the consumer may not be required to reimburse the cost of the peer review or other costs related to the peer review. The seller is obliged to provide the consumer with a copy of the expert assessment justifying the rejection of the complaint no later than 14 days from the date of handling the complaint.
6. If the consumer has made a product complaint 12 months after the purchase and the seller has rejected it, the person who handled the complaint is obliged to state in the complaint handling document to whom the consumer can send the product for professional assessment. If the product is sent for expert assessment to a designated person, the costs of the expert assessment, as well as all other related expediently incurred costs, shall be borne by the seller, regardless of the result of the expert assessment. If the consumer proves by a professional assessment the seller's liability for the defect, he can file a complaint again; the warranty period does not run during the professional assessment. The seller is obliged to reimburse the consumer within 14 days from the date of re-application of the complaint all costs incurred for professional assessment, as well as all related purposefully incurred costs.
7. The seller is obliged to issue a confirmation to the consumer when making a complaint. If the complaint is made by means of long-distance communication, the seller is obliged to deliver the confirmation of the complaint to the consumer immediately; if it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the proof of the complaint; The claim confirmation does not have to be delivered if the consumer has the opportunity to prove the claim in another way.
8. The seller is obliged to issue a written document on the handling of the complaint no later than within 30 days from the date of the complaint.
9. The seller is obliged to keep records of complaints and submit them at the request of the supervisory authority for inspection. The record of the complaint must contain data on the date of the complaint, the date and method of handling the complaint and the serial number of the document on the complaint.
10. If the consumer, a natural person, is not satisfied with the way in which the seller has handled his complaint or considers that the seller has infringed his rights, the consumer has the right to seek redress from the seller. If the seller responds to the consumer's request under the previous sentence or does not respond to such a request within 30 days from the date of its dispatch to the consumer, the consumer has the right to file a motion to initiate alternative dispute resolution of the ADR entity under § 12 of Act no. 391/2015 Coll. On Alternative Resolution of Consumer Disputes and on Amendments to Certain Acts. The competent body for the alternative resolution of consumer disputes with the operator as the seller is
a. Slovak Trade Inspection, which can be contacted for this purpose at the Central Inspectorate of SOI, Department of International Relations and ADR, Prievozská 32, postal folder 29, 827 99 Bratislava or electronically at ars@soi.sk or adr@soi.sk or
b. another relevant authorized legal entity registered in the list of entities for alternative dispute resolution maintained by the Ministry of Economy of the Slovak Republic (the list of eligible entities is available at www.mhsr.sk/zoznam-subjektov-alternativneho-riesenia-spotrebitelskychsporov/146987s), while the customer has the right to choose, which of the above mentioned ADR entities to contact.
11. These Complaints Procedure shall enter into force on 01.09.2019.
The management of DEKRA Slovensko sro