Providing legal support to residents in a dispute with a trader
Published: 22.01.2021.
Price
Free
Execution deadline in working days
30
Recipient
Individual person
Receiving restrictions
-
Description:
If it is not possible to complete the examination of the application within a period of one month from the date of receipt thereof and it is necessary to perform additional actions for the submission of an application, the CPRC shall perform these activities within a period of four months, and shall inform the consumer, not later than within one month from the date of receipt of the application, of the actions taken and an extension of the time period for the examination of the application.
Description:
The consumer — a natural person who expresses a wish to purchase, purchases or may purchase or use of goods or services for a purpose, which is not related to his or her economic or professional activity.
If consumer has purchased goods of non-conformity with the terms of the contract or has received a service that does not comply with the terms of the contract, as well as if the goods ordered are not delivered or the service is not provided within the prescribed time period, and the situation has not been resolved even after the submission of a written complaint to the seller or service provider, as well as in cases where the seller or service provider fails to ensure the right of refusal, the consumer is entitled to submit a complaint to the Consumer Rights Protection Centre (CRPC) in order to receive assistance. At the same time, the CRPC also provides assistance to air passengers and passengers travelling by sea. COFOG code 04.1.1.
Process description
Related documents
Process description
Documents which have to be submitted to the CRPC in order to receive assistance
In order to receive CRPC assistance consumer has to write a complaint in a free form or by using online e-form in the portal Latvija.gov.lv (access requires eIDAS authentication). The consumer has to sign the complaint or, if a consumer wishes to deal with the dispute through a representative, the complaint has to be accompanied by a power of attorney attesting to the right of representation. A complaint has to be written in Latvian. The following documents have to be attached to the complaint.
In case goods or services do not comply with the terms of the contract - a copy of the complaint addressed to the seller - a copy of the answer provided by the seller, if such has been received; - other evidence that supports the existence of the dispute (e.g. an expert opinion ) and the subject of the dispute (a copy of the payment document (e.g. a copy of the receipt, a copy of the bank transaction,) or a copy of the contract, etc.)
In case of refusal to ensure the right of withdrawal - a copy of the form of the right of withdrawal or the notification of the right of withdrawal; - a document certifying that the goods or services have been purchased at a distance (e.g. on the Internet) or outside a permanent place of sale - a copy of the payment document; - other relevant document copies (if available)
In case the goods have not been delivered or the service has not been provided - a copy of the withdrawal application from the contract addressed to the seller; - a copy of the answer provided by the seller, if such has been provided; - a copy of the payment document; - other relevant document copies (if available)
In case of flight cancellation, delay, or refusal of boarding - a copy of the complaint addressed to the air carrier; - a copy of the answer provided by the air carrier, if such has been received; - copies of other relevant documents (tickets, boarding passes, correspondence with the air carrier etc.)
Regarding ship services - a copy of the complaint addressed to the carrier or the port terminal operator; - a copy of the answer provided by the carrier or port terminal operator, if such has been received; - copies of other relevant documents (tickets, correspondence with the carrier, etc.)
Request a service
Consumer can submit a complaint: • via e-form; • on the portal Latvija.gov.lv using an activated e-address; • by e-mail: Consumer can choose to submit the complaint to the CRPC and attach all the required documents by sending an e-mail. Consumer must certify the complaint and the attached documents thereto with a secure electronic signature and time stamp.
Receiving the service
Consumer may receive an answer from the CRPC regarding the complaint in one of the following ways: • on the portal Latvija.gov.lv using an activated e-address; • on the specified e-mail address.
