Notice About the Method and Place of Receipt of Complaints
In accordance with Article 12, paragraph 1, count 9, and in connection with Articles 55 and 151, paragraph 3 of the Consumer Protection Act
( Sl. Glasnik RS, br. 88/2021)
Individual Travels doo Beograd- Voždovac
About the method and place of receipt of complaints
The consumer can declare a complaint orally, in writing or by calling 063/684466, 011/4073969 or electronically by sending an e-mail to the supplier’s address [email protected], all of that at Vojvode Stepe 361/34, Belgrade with mandatory delivery of invoices with a fiscal receipt or delivery of only a fiscal receipt.
Complaints are submitted during working hours to the person in charge of receiving complaints – Miljan Miljević.
The seller is obliged to respond to the consumer’s complaint in writing or electronically without delay, and no later than within eight days from the day of receipt of the complaint. The seller’s response to a consumer complaint must contain a decision as to whether he accepts the complaint, an explanation if he does not accept the complaint, a statement on the consumer’s request on the method of resolution, and a specific proposal in which period and how to resolve the complaint if he accepts it. The deadline for resolving the complaint cannot be longer than 15 days.
If the seller rejects the complaint, he is obliged to inform the consumer about the possibility of settling the dispute out of court and about the competent bodies for the out-of-court settlement of consumer disputes based on Article 55, paragraph 12 of the Consumer Protection Act. Competent bodies for resolving disputes out of court can be found at the following link https://mtt.gov.rs/extfile/sr/33309/lifstaa.pdf
The procedure for the out-of-court settlement of consumer disputes can be initiated by the consumer only if he has previously submitted a complaint, that is, after receiving a response where the complaint is rejected.
Obaveštavamo potrošače da je trgovac dužan da učestvuje u postupku vansudskog rešavanja potrošačkog spora na osnovu člana 151. stav 3. Zakona o zaštiti potrošača.
We inform consumers that the trader is obliged to participate in the out-of-court settlement of consumer disputes based on Article 151, paragraph 3 of the Consumer Protection Act.
Responsible person – Miljan Miljević