Filing a Complaint with the Consumer Disputes Committee
If a merchant fails to resolve your complaint or refuses to fulfill their legal obligations, you have the right to appeal to the Consumer Disputes Committee (Tarbijavaidluste komisjon). This is an independent, out-of-court body that resolves disputes between consumers and traders free of charge.
Prerequisites for Filing
According to the Consumer Protection Act (Tarbijakaitseseadus), you must fulfill specific conditions before the committee can review your case:
- Prior Contact: You must first submit a written complaint to the merchant. The merchant is legally required to respond within 15 days.
- Minimum Value: The value of the disputed goods or services must be at least 20 euros.
- Unresolved Dispute: If the merchant rejects your claim or fails to respond within the statutory timeframe, you may proceed to the committee.
How to Submit Your Application
The application process is streamlined through the Consumer Protection and Technical Regulatory Authority (TTJA) website. Your application must include:
- Contact details for both parties.
- A clear description of the dispute and the facts.
- Your specific demand (e.g., refund, replacement, or repair).
- Supporting evidence (receipts, photos, and copies of correspondence with the merchant).
The committee typically conducts proceedings in writing. Their decision is binding if both parties accept it. If a merchant refuses to comply with a decision, they are added to a public list of non-compliant traders.
Legal Framework
The process is governed by the Consumer Protection Act, which ensures consumer rights in contractual relationships. Maintaining a clear record of all communications is essential, as this serves as the primary evidence in your case.
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