Submission of an application to the Consumer Rights Protection Centre

Process description

1. Documents which have to be submitted to the CRPC in order to receive assistance
   In order to receive the CRPC assistance consumer has to write a complaint in a free form. Consumer has to sign the complaint or, if consumer wishes to deal with the dispute through a representative, the complaint has to be accompanied by a power of attorney attesting the right of representation. 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 in 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.)

2. Payment for service.
   Consumer complaints must be processed free of charge

3. Request a service remotely.
   Consumer can submit a complaint:
   Remotely
   
   On the website Latvija.lv using an activated e-mail 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.
   
   By post
   
   Consumer can send the complaint by post.

4. Request the service in person.
   Consumer can submit the complaint with all the required documents to the CRPC in person.

5. Receiving the service remotely.
   Consumer may receive an answer from the CRPC regarding the complaint in one of the following ways:
   • on the portal Latvija.lv;
   • on the specified e-mail address;
   • by post (a letter sent to the declared address).

6. Receive the service in person.
   Consumer can receive an answer to the complaint at the CRPC in person. One has to take into account that a personal identification document (ID or passport) will be required.