- The purpose of the Complaint Handling Regulations
The boarding house has developed the following Regulations in order to meet the complaints handling needs of its guests at a higher level and handle the complaints efficiently.
- Basic principles of the Regulations
The principle of fully investigating and responding to complaints can be defined as follows:
The most important thing for the pension is that our guests are always be satisfied with the service provided by our pension. That is why their complaints must be investigated impartially and in a comprehensive way, within the framework of an equal procedure, which investigation may provide us with important information. After the investigation of the complaint, our guesthouse undertakes to provide an answer in which it covers in detail the results of the full investigation of the complaint, the proposed settlement of the complaint and the resolution of the same.
- Scope of the regulations
- Personal scope
The scope of these Regulations covers all employees working in our boarding house who come into direct contact with the guests. These employees are obliged to familiarize themselves with the provisions of these Regulations and are personally responsible for their compliance.
- Subject scope
The scope of the Regulations covers complaint handling activities related to the reporting of complaints. The Regulations do not cover the handling of reports that are not qualified as complaints.
- Detailed provisions
- The complaint
Complaints are defined as objections or omissions to the services of the pension, for which the complainant clearly and specifically requests the pension’s procedure to be resolved. We ask our guests to report their objections directly to our boarding house or to our contact details below and not to any other body or authority.
It is not considered a complaint if the guest requests general information, an opinion or a standpoint from the boarding house.
- The complainant
Any person who is considered a consumer under the Consumer Protection Act of 1997 and who has used the services of the boarding house can be a complainant.
- How to report a complaint
In case of a verbal complaint:
in person directly at our guesthouse, at: 5000 Szolnok, Tiszaliget geographic number: 9695
By phone, calling: +36-56/514-600
In case of a written complaint:
by post: 5000 Szolnok, Tiszaliget geographic number: 9695.
By e-mail: trojka@trojka.hu
With a written complaint in our guest book.
- Complaint handling deadlines
The boarding house will respond to written complaints within 30 days as required by law. We also treat letters sent to the above contact information as written complaints. In our boarding house, written complaints written both in the customer’s book and in any other formats are also treated as complaints.
If possible, the boarding house resolves verbal complaints on the spot, immediately, and if this is not possible, it takes minutes of the verbal complaint. If possible, the protocol is finalized with the consent of the complainant and a copy is handed over to the complainant. If the latter is not possible, the minutes will be sent at the latest at the same time as the response to the oral complaint – no later than on the 30th day from the receipt of the complaint.
When recording the minutes, the boarding house records at least the following data:
- name and address of the guest (complainant).
- the place, time and method of presenting the complaint
- a detailed description of the complaint, a list of documents, documents and other evidence presented by the complainant
- the company’s statement on its position regarding the complaint, in case the complaint can be investigated immediately
- the signature of the person taking the minutes and – with the exception of verbal complaints communicated by telephone or other electronic communication services – the signature of the complainant
- place and time of taking the minutes
- in the case of a verbal complaint communicated by telephone or using other electronic communication services, the unique identification number of the complaint.
Complaint handling
The boarding house registers all complaints, paying particular attention to the protection of personal data. The requested personal data are used exclusively for the purpose of identification, and may not serve any other purpose of data collection.
The data of the guest submitting the complaint must be handled in accordance with the provisions of Act CXII of 2011 on the right to informational self-determination and freedom of information.
- The following data can be requested from the guest during complaint handling:
name
residential address, registered office, mailing address
phone number
method of notification
service affected by the complaint
complaint description, reason
complaint claim
copies of documents required to investigate the complaint
a valid authorization in the case of an authorized customer
description of all other data or circumstances that may be necessary to investigate the complaint
The guest’s personal data listed above is necessary for the sake of proper identification and efficient management of the case.
- Registration of the complaint
Investigation of the complaint is free of charge. The complaint is investigated taking into account all relevant circumstances. The language of handling the complaint is Hungarian. Any employee of the boarding house who was aggrieved in the measure or participated in the case under complain may not participate in the decisions related to the complaint.
In all cases of complaints related to quality complaints, the form called Protocol on Consumer Quality Complaints must be filled out, regardless of whether the complaint is written or oral. The content of the protocol is regulated by GKM Decree No.49/2003 (Decree No.49/2003 of the Ministry for National Economy).
- Communication of the decision related to complaint handling:
The boarding house shall forward its decision taken on the complaint to the complainant in written form, with precise, understandable and clear reasons, If the document announcing the substantive decision refers to a legislation, in addition to indicating the location of the legislation, its substantive provision must also be described.
If the complaint is rejected, or if the 30-day statutory response period prescribed for the investigation of the complaint has passed without result, the guest may contact the bodies or authorities listed below.
- Administrative responsibilities related to complaint handling:
The buyer’s additional options for legal enforcement are as follows:
If the complaint is rejected or if the 30-day statutory response period prescribed for the investigation of the complaint has passed without result, the guest may contact the following bodies and authorities:
If the boarding house’s complaint handling activities were not carried out to the complainant’s satisfaction, or if the boarding house has rejected his complaint, he can request a free procedure of the regionally competent Conciliation Boards. The guest who is considered a consumeris entitled to initiate a procedure by contacting the Conciliation Board operating under the competent county Chamber of Commerce in the place of residence of the consumer himself or by contacting the Conciliation Board operating under the competent county chamber of commerce in the place of activity of the obligee of the service.
You can access the list of county organizations on www.bekeltetes.hu, among others. In cases like this, the consumer is entiltled to go to court, in case the conciliation has not provided him a satisfactory result.
Conciliation Board working alongside the Jász-Nagykun-Szolnok County Chamber of Commerce and Industry
Address: 5000 Szolnok, Verseghy park 8. III. floor 305-306. room
Telephone: +36-20/373-2570
e-mail: bekeltetotestulet@jnszmkik.hu
In case the boarding house has violated the laws provided to the consumer during the handling of the complaint (for example, it did not provide a timely or substantive response to the written or oral complaint, deceived the consumer, or committed other violations of the law related to consumer protection), the consumer can file a complaint with the National Consumer Protection Authority (NFH). The territorial bodies of the NFH are the Consumer Protection Inspectorates of the County Government Offices, that can be found in every county seat.
- Registration of complaints
The boarding house stores written complaints in a way that they can be easily identified and retrieved until the following deadline:
- for 5 years in case of registration in the Book of Customers
- for 5 years in case of electronic mail registering the initiation, the subject, and the date of response of the complaint report
- for 5 years in the case of postal mail
- Final provisions:
Entry into force:
The provisions of the Regulations shall be applied from this date until revocation.
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