Dispute resolution process

Dispute resolution

If a dispute arises with the seller or service provider, it shall first be settled by negotiation in an attempt to reach an agreement, either orally or in writing.

The seller's obligation – to reply/offer to the solution – usually within 15 working days. The refusal must be justified.

If the dispute cannot be resolved, the consumer may refer:

• The Consumer Rights Protection Centre for assistance;
• An out-of-court dispute resolver in the relevant field, such as the public Utilities Commission, the Ombudsman of the Latvian Association of commercial banks, the Ombudsman of the Latvian Association of Insurers, etc.;
• In the Consumer dispute Resolution Commission, if the assistance provided to the Consumer Rights Protection Centre in resolving the dispute has not ensured the result and it is possible to convene the Commission in the relevant field;
• The court, including in accordance with the application initiating the simplified procedure.

Procedures for resolving a dispute with a seller or service provider in accordance with Section 26.1 of the Law on Consumer Rights Protection of 18 March 1999:

Procedures for the examination of disputes in the Consumer dispute Resolution Commission

1. The Commission shall examine the dispute if the consumer has initially referred the application to the Consumer Rights Protection Centre, but the assistance provided by the Consumer Rights Protection Centre in resolving the dispute has not ensured the relevant result.
2. The consumer shall submit a submission regarding examination of the dispute to the Consumer Rights Protection Centre in writing.
3. The consumer shall include the following information in the submission regarding examination of the dispute:
   * given name, surname, address of residence and contact details;
   * contact details of the seller or service provider (for a natural person - given name, surname and address;
   * for a legal person - name, registration number and legal address) the nature of the dispute, his or her claim and justification thereof;
   * information showing that steps have been taken to resolve the dispute in agreement with the seller or service provider.
4. The consumer shall append to the submission documents justifying the claim, including a copy of the document certifying the transaction (receipt or other payment certificate), as well as a copy of the complaint or submission submitted to the seller or service provider and the reply received (if possible). It is not necessary to resubmit copies of the documents previously submitted to the Consumer Rights Protection Centre.
5. The Commission shall examine the dispute at its meeting without the parties to the dispute being present and shall decide on the dispute on the basis of the information submitted by the parties to the dispute. In the absence of evidence in the case, the Commission may decide to terminate the dispute.
6. The Commission shall examine the dispute and take a decision not later than within 90 days from the day when all the documents necessary for taking the decision have been received. The Commission shall act by a simple majority.
7. The decision of the Commission shall be voluntarily enforceable within 30 days from the day of coming into force thereof. The Commission's decision is of a recommendatory nature and is not open to challenge or appeal.