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The Consumer Complaints Register (CCR) in Serbia

1. VY Indicates the field is along the minimum data required by the ECCRS VC Indicates the field is along the minimum data required by the ECCRS in case of a Complaint vv Indicates the field is along the additional data required by the ECCRS v VC Indicates the field is along the additional data required by the ECCRS in case of a Complaint Manual for Administrators v1 0 Page 93 The Consumer Complaints Register CCR in Serbia Bodies Consumer Contact Point Body Type Denomination Contact Person Function Address City Country Telephone Fax Email Website Auto Complaint Handling Body Body Type Denomination Contact Person Function Address City Country Telephone Fax Email Website Auto ADR Body Body Type Denomination Contact Person Function Address City Country Telephone Fax Email Website Auto Manual for Administrators v1 0 Page 94 The Consumer Complaints Register CCR in Serbia Details about the Product Service Product Service Involved ECCRS Description of the Product Service Brand Model Type Sector Information e Selector LI Predefined List Annex 2 4 One option may be se lected at Level 1 yC e Selector L2 Predefi
2. Add New Advertising Method Registered Advertising Methods Code Name 71 Face to face z Phone call 73 Text message 74 Audio visual TV etc 75 Print newspaper brochure fiyer etc 7 Internet website 7 E mail 73 Radio 79 Outdoor fixed advertising such as on billboards or mobile advertising such as on vehicles 80 Other 81 Do not know 82 Not applicable Admin Administrator 05 03 2013 jox This will present the environment with the details of the specific item 192 168 1 129 ccr main asp My Workspace Administration Help RI Advertising Method x B Registered Advertising Methods Q Add New Advertising Method Edit Advertising Methods Code 73 Name Text message Cancel Delete OK Admin Administrator 05 03 2013 B O Manual for Administrators v1 0 Page 56 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Advertising Methods 17 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 57 The Consumer Complaints Register CCR in Serbia 5 6 Customisation of Table Payment Methods On the Main Menu select Administration Customisation ECCRS AI Means of Payment My Workspace Administration Help Institutions Organisation
3. My Workspace Administration Help Selling Methods x E Registered Seling Methods Add New Seling Method Registered Selling Methods Code Name Belongs To 61 Face to face Premises where the transaction took place induding shops a 61 1 Supermarket hypermarket 61 Face to face Premises where the transactio 61 10 Office indudes banks and other financial institutions 61 Face to face Premises where the transactio 61 11 Travel agency tour operator agency 61 Face to face Premises where the transactio 61 12 Hospital dinic surgery 61 Face to face Premises where the transactio _ 61 13 School 61 Face to face Premises where the transactio 61 14 Sports and leisure premises 61 Face to face Premises where the transactio 61 15 Other type of premises 61 Face to face Premises where the transactio 61 2 Discount store 61 Face to face Premises where the transactio 61 3 Department store 61 Face to face Premises where the transactio 61 4 Retail chain store 61 Face to face Premises where the transactio 615 Retail store 61 Face to face Premises where the transactio 61 6 Small shop small store 61 Face to face Premises where the transactio 617 Greengrocer night shop 61 Face to face Premises where the transactio 61 8 Street market farm shop 61 Face to face Premises where the transactio 61 9 Petrol station 61 Face to face Premises where the transactio _ Admin Administrator 05 03 2013 jox
4. This will present the environment with the details of the specific item My Workspace Administration Help Selling Methods x Registered Seling Methods Q Add New Seling Method Edit Selling Method Code 61 10 Name Office includes banks and other financial institutions Belongs To 61 Face to face Premises where the transaction took place including shops NA Cancel Delete OK Admin Administrator 05 05 2013 eoz Manual for Administrators v1 0 Page 52 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Selling Methods S Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 53 The Consumer Complaints Register CCR in Serbia 5 5 Customisation of Table Advertising Methods On the Main Menu select Administration Customisation ECCRS AI Advertising Methods My Workspace Administration Help Institutions Organisations gt Customization CCR ls Customisation ECcRS gt RI Parties Access Control RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods AT Means of Payment Al Currencies Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 13 Biol This
5. 6 2 1 Creating a New Integrated Account The Integrated Account is hard coded in the CCR It is not possible to create New Integrated Accounts 33 The CARREX Configuration Sheet is an autonomous document provided separately Manual for Administrators v1 0 Page 90 The Consumer Complaints Register CCR in Serbia 6 2 2 Modifying the Integrated Account On the Main Menu select Administration Access Control Integrated Account Institutions Organisations Customization CCR is Customisation ECCRS P Access Control ener Intergrated Accounts 192 168 1 129 cct main asp 133 Biol This opens the application window Integrated Account amp localhost cci main 2sp My Workspace Administration Help Intergated Accounts x E Registered Intergated Accounts Registered Intergated Account Login Name Surname Role administrator Admin Administrator Administrator Admin Administrator 07 09 2013 aioz In order to view and potentially modify the details of the Integrated Account double click on it This will present the environment with the details of the Account NOTE Due to the special role of the Integrated Account the system does not provide func tions for its deletion Manual for Administrators v1 0 Page 91 The Consumer Complaints Register CCR in Serbia My Workspace Administration gt Help Intergated Accounts B Registered Intergated Accounts Edit Intergated
6. Add New Body Location Name Description amp jiox 4 1 1 1 Prerequisites The creation of a new entry in Table Body Location does not require the prior creation of any other predefined parameter Manual for Administrators v1 0 Page 21 The Consumer Complaints Register CCR in Serbia 4 1 2 Modifying an existing Body Location On top left of the application window Body Locations select Registered Body Locations to access the list of items already registered into the system The set of Registered Body Locations as they are pre defined upon initial system installation is presented in Annex 1 4 CCR Customisation Other Data In order to view and potentially modify the details of a specific item double click on the de sired item in the list 192 168 1 129 ccr main asp My Workspace Administration Help Bodies Locations x E Registered Bodies Locations Add New Body Location Registered Bodies Locations Name Not Applicable Belgrade Serbia Jagodina Serbia Kragujevac Serbia Nis Serbia Novi Sad Serbia Admin Administrator 05 09 2013 Le This will present the environment with the details of the specific item 192 168 1 129 ccr main asp My Workspace Administration Help Bodies Locations x B Registered Bodies Locations Add New Body Location Edit Body Locations Name Jagodina Serbia Description Cancel Delete OK Admin Administrator 05 03 2013 Qo
7. sired item in the list 192 168 1 129 ccr mainasp My Workspace Administration gt Help RI Payment Method x E Registered Payment Methods Add New Payment Method Registered Payment Methods Code Name 81 Cash 82 Debit card 83 Credit card 84 Paper cheque paper based vouchers and paper based traveller s cheques 85 Credit transfer 86 Direct debit 87 Electronic money 88 Money remittance 89 Pre paid cards 90 Mobile payments e g SMS 91 Other 92 Do not know 93 Not applicable Admin Administrator 05 03 2013 Sox This will present the environment with the details of the specific item 192 168 1 129 ccr main asp My Workspace Administration Help RE Payment Method x Registered Payment Methods Add New Payment Method Edit Payment Methods Code 83 Name Credit card Cancel Delete OK Admin Administrator 05 05 2013 aox Manual for Administrators v1 0 Page 60 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Payment Methods 1 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 61 The Consumer Complaints Register CCR in Serbia 5 7 Customisation of Table Currencies On the Main Menu select Administration Cus
8. Add New Value Code Name Type Enable Amount 7 5 9 1 1 Prerequisites The creation of a new entry in table Values requires the prior creation of the pre defined list of Value Types see section 5 8 Customisation of Table Types of Value 4 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 71 The Consumer Complaints Register CCR in Serbia 5 9 2 Modifying an existing item in Table Values On top left of the application window AI Values select Registered Values to access the list of items already registered into the system The set of Registered Values as they are pre defined upon initial system installation is pre sented in Annex 2 3 ECCRS General Information Additional Data And Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list J CCR Mozilla Firef 192 168 1 129 cct main asp My Workspace Administration Help AL Values x E Registered Values Q Add New Value Registered Values Code Name Type 1 Amount integer two decimal points e g 10 50 Value of the Transaction 112 Do not know Value of the Transaction 113 Not applicable Value of the Transaction 121 Amount integer two decimal points e g 10 50 Value of the Loss Incurred by the Consumer 122 Do not know Value of the Loss Incurred by the Consumer 123 Not applicable Value of the Loss Incurred by the
9. is presented in Annex 1 4 CCR Customisation Other Data In order to view and potentially modify the details of a specific item double click on the de sired item in the list 192 168 1 129 ccr main asp My Workspace Administration Help Bodies Categories x E Registered Bodies Categories 9 Add New Body Category Registered Bodies Categories Name Not Applicable Private Organisation Public Administration Admin Administrator 05 03 2013 Blox This will present the environment with the details of the specific item 192 168 1 129 ccr main asp My Workspace Administration Help Bodies Categories x Registered Bodies Categories Add New Body Category Edit Body Categories i Name Public Administration Description Cancel Delete OK Admin Administrator 05 03 2013 Qox Manual for Administrators v1 0 Page 26 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Body Categories Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 27 The Consumer Complaints Register CCR in Serbia 4 3 Customisation of Body Types On the Main Menu select Administration Institutions Organisations Bodies Types __tmsttutonsOrgan
10. 15 Refunding of the price paid in total 16 P 7 7 Adjustment of the compensation proposed by the trader 18 Repair of the non conforming product free of charge 19 Replacement of the product 2 Information on product or service Repair of the service 21 Obtain an equivalent service gi 2 Reinstallation of the product by the seller 23 Obtaining spare parts necessary for the maintenance or repair of the product A Admin Administrator 04 03 2013 S O 1 This will present the environment with the details of the specific item CCR Mozilla Firefo 192 168 1 129 ccr main asp My Workspace Administration Help Porential Requests x E Registered Porential Requests Add New Porential Request Edit Porential Request Code 17 Name Adjustment of the compensation proposed by the trader Belongs To id nA E National Law E 1 1 1 The product or service I received is not working a E 1 1 2 The product or service has a defect E 1 1 3 I suffered damage when using the product or service 1 2 1 The product or service I received does not conform with advertisement promise of a trader or my order 1 2 2 The performance of the product or service is not of the proper quality 1 2 3 The product does not comply with the qualities of the sample or model that was shown to me 1 2 4 The product or service is not fit for its ordinary purpose 1 2 5 The product service does not possess the quality and performance that are normally to be
11. CE Consumer Enquiry e YYYYMMDD the date of registration of the document o YYYY the year o MM the month o DD the day XXXX Daily Document Sequence Number Start Number each Day 1 Manual for Administrators v1 0 Page 110 The Consumer Complaints Register CCR in Serbia ANNEX 2 1 THE EUROPEAN CONSUMER COMPLAINT REG ISTRATION SYSTEM ECCRS Scope As a result of the Single Market Review the European Commission has developed the Con sumer Markets Scoreboard which is a tool to help monitor the market and identify possible malfunctioning The Consumer Market Scoreboard utilises Consumer Complaints as a key indicator In order to bridge the existing data gap in collecting comparable complaints data in the EU the Commission proceeded in developing a harmonised methodology for classifying and report ing consumer complaints and enquiries The harmonised methodology is to be used on a vol untary basis by all third party complaint handling bodies in order to report data to the Com mission Such bodies are e Member States Consumer Authorities e Consumer Organisations e Regulatory Authorities in the fields of energy telecommunication and financial ser vices e Alternative Dispute Resolution Bodies e Complaint Boards e Independent Ombudsmen set up by Government Authorities e Independent Ombudsmen type Services set up by Traders and e Industry Self Regulatory Bodies Complaints collected by traders as well as
12. Code The Country Code 2 Name The name of the Country 3 Belongs to Predefined The Type of Complaint Enquiry level 1 where the new entry belongs To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Types of Complaint Enquiry Type of Complaint Enquiry x E Registered Types of Complaint Enquiry Add New Type of Complaint Enquiry Add New Type of Complaint Enquiry Code Name Belongs To x 5 11 1 1 Prerequisites The creation of a new entry in Table Types of Complaint Enquiry if at level 2 of the struc ture requires the prior creation of the parent entry see structure of Table Sector Information in Annex 2 5 ECCRS Type of Complaint or Enquiry Information 8 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 79 The Consumer Complaints Register CCR in Serbia 5 11 2 Modifying an existing item in Table Types of Complaint Enquiry On top left of the application window Types of Complaint Enquiry select Registered Types of Complaint Enquiry to access the list of items already registered into the system The set of Registered Types of Complaint Enquiry as they are pre defined upon initial system installation is presented in Annex 2 5 ECCRS Type of Complaint or Enquiry Information In order to view and potentially modify the details
13. Consumer Admin Administrator 05 03 2013 Sl oe This will present the environment with the details of the specific item 192 168 1 129 cct main asp My Workspace Administration Help AE Values x E Registered Values Add New Value Edit Values Code 121 Name Amount integer two decimal points e g 10 50 Type Value of the Loss Incurred by the Consumer PA Enable Amount V Cancel Delete OK Admin Administrator 05 03 2013 Gox Manual for Administrators v1 0 Page 72 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the sys tem 2 Delete the entry 3 Cancel the action and return back to the list of Registered Values 3 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 73 The Consumer Complaints Register CCR in Serbia 5 10 Customisation of Table Sector Information On the Main Menu select Administration Customisation ECCRS Sector Information j ECCR Mozil amr in a j 192 168 1 129 cct main asp My Workspace Administration Help Institutions Organisations gt Customization CCR ly Customisation ECCRS RI Parties Access Control gt RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods AI Means of Payment Al Currendes Al Types of Values AI
14. Consumer Complaints Register Selector Predefined List One or more options may be selected e Government Information Campaign e Government Ministry Website e Alternative Dispute Resolution Body e Consumer Association e Other Case History ECCRS List of Case History Auto 37 V Indicates the field is along the minimum data required by the ECCRS vC Indicates the field is along the minimum data required by the ECCRS in case of a Complaint v v Indicates the field is along the additional data required by the ECCRS v VC Indicates the field is along the additional data required by the ECCRS in case of a Complaint Manual for Administrators v1 0 Page 96 The Consumer Complaints Register CCR in Serbia ANNEX 1 2 LINKING NATIONAL LEGAL PROVISIONS WITH THE ECCRS ENCODING ECCRS Encoding National Legal Provisions Simplified 1 Quality of goods and services 1 1 Defective caused damage 1 The product or service I received is not working 2 The product or service has a defect I suffered damage when using the product or ser vice 1 2 Not in conformity with order 1 The product or service I received does not con form with advertisement promise of a trader or my order The performance of the product or service is not of the proper quality 3 The product does not comply with the qualities of the sample or model that was shown to me 4 The pr
15. Goods A Admin Administrator 05 09 2013 amp jiox On top left of the application window Sector Information you may select 1 Registered Sector Information default to access the list of Registered Sector In formation and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Sector Infor mation Manual for Administrators v1 0 Page 74 The Consumer Complaints Register CCR in Serbia 5 10 1 Creating a New Entry in Table Sector Information On top left of the application window Sector Information select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Sector Information Code 2 Name The descriptive text for the Sector Information 3 Belongs to Predefined The Sector Information level 1 where the new entry belongs To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Sector Information Sector Information x Registered Sector Information Add New Sector Information Add New Sector Information Code Name Belongs To x 5 10 1 1 Prerequisites The creation of a new entry in Table Sector Information if at level 2 of the structure requires the prior creation of the parent entry see structur
16. Manual for Administrators v1 0 Page 4 The Consumer Complaints Register CCR in Serbia 3 CUSTOMISATION OF THE NATIONAL LEGAL FRAME Either upon initial installation of the system or whenever such needs will arise during its op eration the Administrator can amend the predefined data utilised by the system with regard to the National Legal Frame The relevant CCR functions refer to the customisation of the fol lowing predefined data 1 National Legislation 2 Potential Requests 3 Types of Awareness Access to these functions is possible via the application Main Menu under the selection Ad ministration Customisation CCR 192 168 1 129 ccr mainasp My Workspace Administration Help Institutions Organisations gt Customization CCR gt National Legislation Customisation ECCRS b Potential Requests Access Control Types of Awareness Manual for Administrators v1 0 Page 5 The Consumer Complaints Register CCR in Serbia 3 1 Customisation of the National Legislation On the Main Menu select Administration Customisation CCR National Legislation My Workspace Administration Help Institutions Organisations P _ istonizaton oR P Natonal Legation Customisation ECCRS P Potential Requests Access Control F Types of Awareness 192 168 1 129 ccr main asp 113 Bole This opens the application window National Legislation where the Registered National Legis lation items are displayed by
17. OTHER DATA A Institutions Organisations Al Bodies Locations 1 Serbia A2 Bodies Categories ie 2 Private Organisation Public Administration A3 Bodies Types DO a o a Call Centre CC Consumer Advice Centre CAC Consumer Association CA Amicable Dispute Resolution ADR Internal User IU External User EU B Types of Awareness C Pa 1 2 Or hr cae a Government Information Campaign Government Ministry Web Site Consumer Advice Centre ADR Body Consumer Association Other rty Types Consumer Trader D Roles 1 CaO NAKHRWH Web User CCP Manager CCP Manager amp Consultant CCP Consultant CHB Manager CHB Manager amp Consultant CHB Consultant ADR Manager ADR Manager amp Consultant 10 ADR Consultant 11 Secretariat Manual for Administrators v1 0 Page 109 The Consumer Complaints Register CCR in Serbia 12 Supervisor 13 Administrator 14 Technical Administrator E Actors 1 Not Applicable 2 Web 3 CCP Consultant for CCP Consultants and CCP Managers amp Consultants 4 CHB Consultant for CHP Consultants and CHP Managers amp Consultants 5 ADR Consultant for ADR Consultants and ADR Managers amp Consultants F Coding of Documents Document Reference Number LLY YY YMMDDXXxxX e LL type of Document Internal System Use Cloned Documents o CR Consumer Request Oo CC Consumer Complaint o CD Consumer Dispute o
18. Other issues related to the delivery of goods provision of services The product was not installed correctly by the seller I incurred additional costs for the deliv ery installation that I was not aware of In order to obtain a product or service I had to buy another product or service The trader has delegated the provision of service to a third party without my consent 3 Price Tariff 3 1 Price tariff change The price has been changed without prior notice Manual for Administrators v1 0 Page 98 The Consumer Complaints Register CCR in Serbia and I did not agree with this change 2 The price has been increased without prior author isation by competent authorities 3 The price paid or to be paid for the provision of a service exceeds cost estimate 3 2 Price discrimination 1 I was charged a higher price for the same product while in a situation similar to other buyers 2 Iwas charged a higher price because I did not want to buy another product service 3 3 Tariff transparency unclear com 1 There was no indication of the price or tariff was plex not made available 2 The price tariff indication was unreadable not easily identifiable unclear or confusing 3 The price tariff was not indicated in Serbian cur rency 4 Iwas not informed about other costs to be added to the price tariff 5 Iwas not informed about the unit price of goods 6 Tariff price was not in
19. Registered National Legis lation to access the list of items already registered into the system The set of Registered entries in Table National Legislation items as they are pre defined upon initial system installation is presented in Annex 1 2 Linking National Legal Provisions with the ECCRS Encoding In order to view and potentially modify the details of a specific item double click on the de sired item in the list CCR Mesa Fz 192 168 1 129 cct main asp My Workspace Administration Help National Legislation x E Registered National Legislation Add New National Legislation Registered National Legislation 10 2 3 Admin Administrator 04 09 2013 The information warnings or instructions for use that I received were 22 2 Package labeling and instructions covers both goods nduding 22 2 Package labeling and instructions covers both goods nduding Code Name Type of Complaint LLR The product or service I received is not working 13 1 Defective caused damage a a2 The product or service has a defect 13 1 Defective caused damage E 113 1 suffered damage when using the product or service 13 1 Defective caused damage F 121 The product or service I received does not conform with advertisemen 13 2 Notin conformity with order 1 2 2 The performance of the product or service is not of the proper quality 13 2 Notin conformity with order 123 The product does not comply with the qualities of the s
20. a New entry in Table Type of Awareness seeseceeeeeereerreesreere 16 SSG Prereguisit S rerea N 16 3 3 2 Modifying an existing Type of Awareness ssesssssesssesesrsessssseessresserssereses 17 CUSTOMISATION OF INSTITUTIONS ORGANISATIONS sssseesseseeeeerseretsrrsretesrrresresrerreresree 19 4 1 CUSTOMISATION OF BODY LOCATIONS sesdeucconnsavssnoneceunaudunsessaioassnniuueseaieetoonveneussalys 20 4 1 1 Creating a New entry in Table Body Locations eeseseseeesesreeresererrrrresresere 21 Allel Prerequisites cc cckcoseaassiacie shane seus E E R 21 4 1 2 Modifying an existing Body Location eeseseesseseseseesrsrrssrseresressrseresrensereresres 22 4 2 CUSTOMISATION OF BODY CATEGORIES esssseesesrestsresterresestestsststrestestnrrerenrrerssresrnte 24 4 2 1 Creating a New entry in Table Body Categories eseeeeeeerereeerererrerreee 25 AD LGA PARC NSIS sesiis enn ra rea EEE EE E ERS 25 4 2 2 Modifying an existing Body Category esseseseeseeesrsesesressereerressrserrsrenseseresees 26 4 3 CUSTOMISATION OF BODY IOVPES i io5 ccdestatseseriaosesstaanondavaseqnneubershedapeenniegssetascsboretaenss 28 4 3 1 Creating a New entry in Table Body Types ssnnesessseessseessseesseeesereseresssesssees 29 43A PreregtisHeS eocena ere ee ae EE EEEN E E SAIET EEE 29 4 3 2 Modifying an existing Body Type ssssseeseseessesreesieeesrsserrersressrsereseeserseresressees 30 4 4 CUSTOMISATION OF BODIES wassatdenusuitnescnnti
21. available 5 The trader requires me to address my complaint first to the producer importer distributor or someone else 6 When trying to get redress from the trader this says that I have to come back when the manager is present 7 The trader does not reply to my complaint let ter call message 8 The trader did reply to my complaint but after 15 days from the date of the complaint 6 2 Noredress 1 The trader claims that I have no right to redress or refuses to give any kind of redress 2 The trader refuses to refund the full price paid The trader refuses to accept the return of the non conforming defective product 4 The trader refuses to suspend or cancel the faulty dangerous service 5 The provider of a service is in a delay and I am not given the right either to rescind the contract or claim damages 6 3 Part or incorrect redress 1 The trader refuses to refund the down payment that was made Manual for Administrators v1 0 Page 101 The Consumer Complaints Register CCR in Serbia The trader refuses to accept to repair the non conforming product free of charge I returned the product but received an insufficient compensation The trader refuses to replace the non conforming product service free of charge I was asked to contribute to paying costs of repair or replacement or provision of another service 6 4 Delayed redress The trader promised redress within a fixed time limit but t
22. default My Workspace Administration gt Help National Legislation Code 111 112 113 121 1 2 2 123 124 125 1 26 13 1 10 1 1 10 1 2 10 1 3 10 2 1 10 2 2 10 2 3 Admin Administrator 04 03 2013 E Registered National Legislation Add New National Legislation Registered National Legislation Name The product or service I received is not working The product or service has a defect 1 suffered damage when using the product or service The product or service I received does not conform with advertisemen The performance of the product or service is not of the proper quality The product does not comply with the qualities of the sample or model The product or service is not fit for its ordinary purpose The product service does not possess the quality and performance th The product service is of too poor quality considering the price paid The product service does not fit for the particular purpose for which I The product service presents a risk for my health or safety The product was not installed correctly by the seller The wrapping packaging of the product presents risks for health or saf Iwas not informed on the inherent risks of the product service I did not receive the necessary information warnings or instructions f The information warnings or instructions for use that I received were Type of Complaint 13 1 Defective caused damage 13 1 Defective caused damage 13 1 Defective cause
23. expected from this type of product service 000 10o0a Cancel Delete OK Admin Administrator 04 03 2013 G10 1 You may then Manual for Administrators v1 0 Page 12 The Consumer Complaints Register CCR in Serbia 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Potential Requests Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 13 The Consumer Complaints Register CCR in Serbia 3 3 Customisation of Types of Awareness On the Main Menu select Administration Customisation CCR Types of Awareness My Workspace Administration Help Institutions Organisations P Customization CCR gt National Legislation Customisation ECCRS P Potential Requests Access Control lg Types of Awareness 192 168 1 129 ccr main asp 133 Sl ole This opens the application window Awareness of CCR where the Registered Types of Aware ness are displayed by default My Workspace Administration y Help Awareness of CCR x B Registered Awareness Add New Awareness Registered Awareness Code Name Government Information Campaign Government Ministry Web Site Consumer Advice Centre ADR Body Consumer Association Other onana Admin Administrator 05 03 2013 eio x On the top left
24. of a specific item double click on the de sired item in the list My Workspace Administration Help Type of Complaint Enquiry x E Registered Types of Complaint Enquiry Q Add New Type of Complaint Enquiry Registered Types of Complaint Enquiry Code Name Belongs To 13 Quality of goods and services a 13 1 Defective caused damage 13 Quality of goods and services 13 2 Notin conformity with order 13 Quality of goods and services z 13 3 Not fit for particular purpose 13 Quality of goods and services 14 Delivery of goods Provision of services a 141 Not delivered not provided 14 Delivery of goods Provision of services 14 10 Other issues related to the delivery of goods provisions of services 14 Delivery of goods Provision of services 14 2 Partially delivered partially provided 14 Delivery of goods Provision of services 14 3 Delay 14 Delivery of goods Provision of services 144 Not available No access 14 Delivery of goods Provision of services 14 5 Refusal to sell provide a good or a service 14 Delivery of goods Provision of services 14 6 Suspension of the delivery of a good or the provision of a service without prior notice 14 Delivery of goods Provision of services 14 7 Opening hours 14 Delivery of goods Provision of services 14 8 Customer service 14 Delivery of goods Provision of services 149 After sales service assistance 14 Delivery of goods Provision of services 15 Price Tariff a Admin Adm
25. opens the application window AI Advertising Methods where the Registered Advertising Methods are displayed by default CCR Mozilla Fi 192 168 1 129 ccr main asp My Workspace gt Administration Help RI Advertising Method x Registered Advertising Methods Q Add New Advertising Method Registered Advertising Methods Code Name 71 Face to face 2 Phone call 73 Text message 74 Audio visual TV etc 75 Print newspaper brochure fiyer etc 76 Internet website 7 E mail 78 Radio 73 Outdoor fixed advertising such as on billboards or mobile advertising such as on vehides 80 Other at Do not know 82 Not applicable Admin Administrator 05 03 2013 10 On the top left of the application window AI Advertising Methods you may select 1 Registered Advertising Methods default to access the list of Registered Advertising Methods and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Advertising Meth od Manual for Administrators v1 0 Page 54 The Consumer Complaints Register CCR in Serbia 5 5 1 Creating a New Entry in Table Advertising Methods On top left of the application window AI Advertising Methods select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Advertising Method Code 2 Name The nam
26. put it in operation following its initial installation The default credentials for this account are provided in the CCR Configuration Sheet The management of the Integrated Account is further detailed in section 6 2 Managing the Integrated Account 2 1 Functions available to the Administrator The system provides functions to the Administrator for the initial Customisation of the system upon installation or for such amendments during its operation if and when required These functions are grouped as following 1 Customisation of the National Legal Frame to invoke the customisation of a the National Legislation b Potential Consumer Requests and c Types of Awareness of CCR 2 Customisation of Institutions Organisations involved in the CCR to invoke the cus tomisation of a Body Locations b Body Categories c Body Types and d Bodies 3 Customisation for Compatibility with the ECCRS to invoke the customisation of a Parties involved Countries Reasons for Contact Selling Methods Advertising Methods Means of Payment Currencies Types of Values Values j Sector Information and k Types of Complaint Enquiry sm mo ao p jme 4 Access Control This group of functions allows the management of a User Accounts and the b Integrated Account The CCR Configuration Sheet is an autonomous document provided separately Manual for Administrators v1 0 Page 3 The Consumer Complaints Register CCR in Serbia
27. select 1 Registered Countries default to access the list of Registered Countries and conse quently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Country Manual for Administrators v1 0 Page 42 The Consumer Complaints Register CCR in Serbia 5 2 1 Creating a New Entry in Table Countries On top left of the application window RI Countries select Add New to access the environ ment for the creation of a new entry You may then fill in the details of the new item in ac cordance to the ECCRS Methodology These are 1 Code The Country Code 2 Name The name of the Country 3 Party Type Predefined Select from the predefined list To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Countries 192 168 1 129 ccr main asp My Workspace Administration Help RI Countries B Registered Countries Add New Country Add New Country Code Name Party Type SA 5 2 1 1 Prerequisites The creation of a new entry in Table Country requires the prior creation of the pre defined list of Party Types see section 5 1 Customisation of Table Parties Types 10 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 43 The Consumer Complaints Register CCR in Serbia 5 2 2 Modify
28. 13 The Consumer Complaints Register CCR in Serbia 13 Czech Republic 14 Denmark 15 Germany 16 Estonia 17 Ireland 18 Greece 19 Spain 20 France 21 Italy 22 Cyprus 23 Latvia 24 Lithuania 25 Luxembourg 26 Hungary 27 Malta 28 Netherlands 29 Austria 30 Poland 31 Portugal 32 Romania 33 Slovenia 34 Slovakia 35 Finland 36 Sweden 37 United Kingdom 38 Iceland 39 Liechtenstein 40 Norway 41 Switzerland 42 Other 43 Do not know 44 Not applicable 2 Name of the complaint handling body 31 Free text 3 Reason for contact by the consumer 41 Complaint 42 Enquiry 4 Date of contact by the consumer 51 YYYY MM DD 5 Selling method used to carry out the specific transaction 61 Face to face Premises where the transaction took place including shops 61 1 Supermarket hypermarket 61 2 Discount store 61 3 Department store Manual for Administrators v1 0 Page 114 The Consumer Complaints Register CCR in Serbia 61 4 Retail chain store 61 5 Retail store 61 6 Small shop small store 61 7 Greengrocer night shop 61 8 Street market farm shop 61 9 Petrol station 61 10 Office includes banks and other financial institutions 61 11 Travel agency tour operator agency 61 12 Hospital clinic surgery 61 13 School 61 14 Sports and leisure premises 61 15 Other type of premises 62 Distance selling e g phone post excluding e commerce mobile commerce and in ternet auctions 63 E commerce excluding mobile commerce and internet auctio
29. 2 Add New to access the tool for the creation of a new entry in Table Body Category Manual for Administrators v1 0 Page 24 The Consumer Complaints Register CCR in Serbia 4 2 1 Creating a New entry in Table Body Categories On top left of the application window Bodies Categories select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item The se are 1 Name The name of the Category 2 Description Optional A description of the Category if required To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Bodies Categories 192168 1 129 ccr main asp My Workspace Administration Help Bodies Categories x Registered Bodies Categories add New Body Category Add New Body Category Name Description S 0 4 2 1 1 Prerequisites The creation of a new entry in Table Body Category does not require the prior creation of any other predefined parameter Manual for Administrators v1 0 Page 25 The Consumer Complaints Register CCR in Serbia 4 2 2 Modifying an existing Body Category On top left of the application window Body Categories select Registered Body Categories to access the list of items already registered into the system The set of Registered Body Categories as they are pre defined upon initial system installation
30. 30 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Body Types 7 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 31 The Consumer Complaints Register CCR in Serbia 4 4 Customisation of Bodies On the Main Menu select Administration Institutions Organisations Bodies My Workspace Administration Help ___tnttuton organiatons P podes Locators Customization CCR 5 Bodies Categories Customisation ECCRS P Bodies Types Access Control vif a 192168 1 129 ccr main asp 113 Bios This opens the application window Bodies where the Registered Bodies are displayed by de fault 192 168 1 129 ccr mainasp My Workspace Administration Help Bodies x B Registered Bodies Add New Body Registered Bodies Denomination City Not Applicable Association of Consumers in Serbia APOS Novi Sad Centre for Consrtuctive Dispute Resolution Belgrade Consumer Organization Kragujevac National Consumer Organization of Serbia N Kragujevac Ministry ADR Ministry Call Centre Belgrade Ministry Complaint Handling Body Belgrade Republican Union of Consumers Belgrade Sector of Market Inspection Department for General Supervision MFITT Belgrade Sec
31. 9 cct main asp 133 Bi ole This opens the application window RI Party Types where the Registered Party Types are displayed by default My Workspace Administration Help Party Types x B Registered Party Types Add New Party Type Registered Partys Types Name Consumer Trader Admin Administrator 05 03 2013 Gioxx On the top left of the application window RI Party Types you may select 1 Registered Party Types default to access the list of Registered Party Types and con sequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Party Type Manual for Administrators v1 0 Page 38 The Consumer Complaints Register CCR in Serbia 5 1 1 Creating a New Entry in Table Parties Types On top left of the application window RI Party Types select Add New to access the environ ment for the creation of a new entry You may then fill in the details of the new item These are 1 Name The name of the Party Type To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Party Types 192 168 1 129 ccr main asp My Workspace Administration gt Help Party Types x B Registered Party Types Add New Party Type Add New Party Type Name 5 1 1 1 Prerequisites The creation of a new entry in Table Party Type does not require the p
32. Account Name Admin Surname Administrator Email admin admin com Login administrator Password eeeeseeseecoe Cancel K Admin Administrator 07 03 2013 You may then 1 Modify the details of the Integrated Account and click on OK to save the new details in the system In modifying the details of the User you shall take into account the characteristics of the parameters as they are described in section 6 1 1 Creating a New User Account or 2 Cancel the modification of the Account Manual for Administrators v1 0 Page 92 The Consumer Complaints Register CCR in Serbia ANNEX 1 1 CONSUMER COMPLAINT ENQUIRY FORM General Information Summary ECCRS Reference Number Auto Date of Submission v Auto Time of Submission Auto Reason for Contact Selector e Consumer Complaint e Consumer Enquiry Current Status Auto Responsible Consultant Auto Responsible Body Auto Details of the Consumer Name Last Name Address Post Code City Country Telephone Email Relationship with the Involved Person Details of the Provider Designation Title of the Company Vv Type of Business Contact Person Function Address Post Code City Country Telephone Fax Email Website
33. CR in Serbia 5 4 Customisation of Table Selling Methods On the Main Menu select Administration Customisation ECCRS RI Selling Methods My Workspace Administration Help Institutions Organisations gt Customization CCR ly Customisation ECCRS RI Parties Access Control L RI Countries RI Reasons for Contact RI Selling Methods RI Advertising Methods AI Means of Payment AI Currencies Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 113 Bios This opens the application window RI Selling Methods where the Registered Selling Methods are displayed by default J CCR Mesilla Fre a 192 168 1 129 cct mainasp My Workspace Administration Help Selling Methods x E Registered Seling Methods Add New Seling Method Registered Selling Methods Code Name Belongs To 61 Face to face Premises where the transaction took place induding shops z A 611 Supermarket hypermarket 61 Face to face Premises where the transactio 61 10 Office indudes banks and other financial institutions 61 Face to face Premises where the transactio 61 11 Travel agency tour operator agency 61 Face to face Premises where the transactio 61 12 Hospital dinic surgery 61 Face to face Premises where the transactio _ 6113 School 61 Face to face Premises where the transactio 61 14 Sports and leisure premises 61 Face to face Premises where the trans
34. ETE 63 5 7 2 Modifying an existing item in Table Currencies eeeseeeeeeerereesererrsrresreeree 64 5 8 CUSTOMISATION OF TABLE TYPES OF VALUE s sssssssssesesesressesteerssrsrreresesresresreressrsreses 66 5 8 1 Creating a New Entry in Table Types of Values 0 eee eeeseeeseeeeeeeereeenneenes 67 ISl Prerequisites meren Re Ci a eee le i 67 Manual for Administrators v1 0 Page ii The Consumer Complaints Register CCR in Serbia 5 8 2 Modifying an existing item in Table Types of Values eeeeeeeereeeeeteees 68 5 9 CUSTOMISATION OF TABLE VALUES eseseeeeeeesereresrerreresteresestrresrrtreresreresreserressrserees 70 5 9 1 Creating a New Entry in Table Values nsseessensseeeseeeseeeessesseessersseresseeessees 71 5 9 1 1 Preregtisite Suisses erena e a E E ASEE A EEES 71 5 9 2 Modifying an existing item in Table Values ceeeeeeeeeeceeeeeeeteeeeeneeeeeaeeees IZ 5 10 CUSTOMISATION OF TABLE SECTOR INFORMATION cc ccsscsseeseessesseesscssesseeeaseeeeees 74 5 10 1 Creating a New Entry in Table Sector Information 00 0 eee eeeeeeereeeneeeees 75 XILT 2 Pere QUiSHles 024g Se alii i Sauna ee Raut Re OG eae Relat 75 5 10 2 Modifying an existing item in Table Sector Information eee 76 5 11 CUSTOMISATION OF TABLE TYPES OF COMPLAINT ENQUIRY cssscesssesseeeseeeseeenees 78 5 11 1 Creating a New Entry in Table Types of Complaint Enquiry ee 79 SLT PREPS USGS sos iasce cues inona senses outta a a E
35. New to access the tool for the creation of a new entry in Table Reason for Con tact Manual for Administrators v1 0 Page 46 The Consumer Complaints Register CCR in Serbia 5 3 1 Creating a New Entry in Table Reasons for Contact On top left of the application window RI Reasons for Contact select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Reason for Contact Code 2 Name The descriptive text for the Reason for Contact To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Reasons for Contact 192168 1129 ccr main asp My Workspace Administration gt Help RI Reason for Contact x Registered Reasons fror Contact Add New Reason for Contact Add New Reason for Contact Code Name 5 3 1 1 Prerequisites The creation of a new entry in Table Reasons for Contact does not require the prior creation of any other predefined parameter 12 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 47 The Consumer Complaints Register CCR in Serbia 5 3 2 Modifying an existing item in Table Reasons for Contact On top left of the application window RI Reasons for Contact select Registered Reason
36. Not in conformity with order Cancel Delete K Admin Administrator 04 03 2013 Manual for Administrators v1 0 Page 8 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered National Legislation Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 9 The Consumer Complaints Register CCR in Serbia 3 2 Customisation of the Potential Requests On the Main Menu select Administration Customisation CCR Potential Requests E CCR Mozilla Firefos 192 168 1 129 ccc main asp My Workspace Administration Help Institutions Organisations gt __Gastomzatoncon___ __natonalLeiaton Customisation ECCRS gt Potential Requests Access Control gt Types of Awareness 192 168 1 129 ccr main asp 113 Bole This opens the application window Potential Requests where the registered items of Potential Requests are displayed by default My Workspace Administration gt Help Porential Requests x E Registered Porential Requests Add New Porential Request Registered Porential Requests Code Name Belongs To 1 Information on price 10 Reconnecting the service u Termination of the contract 12 Withdrawal from the contract use of statutory cooli
37. Provider change switching 21 1 Provider change switching 22 Safety covers both goods including food and services 22 1 Product safety covers both goods including food and services 22 2 Package labelling and instructions covers both goods including food and ser vices 23 Privacy and data protection 23 1 Data protection 23 2 Privacy 23 3 Other issues related to privacy and data protection 24 Other issues Manual for Administrators v1 0 Page 124 The Consumer Complaints Register CCR in Serbia ANNEX 3 1 DEFAULT BODIES amp USERS to be updated upon finalisation of the relevant data Manual for Administrators v1 0 Page 125 End of Document
38. RE Currency x E Registered Currencies Add New Currency Registered Currencies Code Name 101 EUR 102 BGN 103 cx 104 DKK 105 EEK 106 HUF 107 WL 108 im F 109 PLN 110 RON 111 SEK 112 GaP 13 I 14 CHF E us NOK 116 uso a Admin Administrator 05 03 2013 amp iox 192 168 1 129 ccr main asp My Workspace Administration Help RE Currency x B Registered Currencies Add New Currency Edit Currencies Code 112 Name GBP Code Delete Name Admin Administrator 05 03 2013 101 Manual for Administrators v1 0 Page 64 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Currencies 7 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 65 The Consumer Complaints Register CCR in Serbia 5 8 Customisation of Table Types of Value On the Main Menu select Administration Customisation ECCRS AI Types of Values My Workspace Administration Help Institutions Organisations gt Customization CCR ls Customisation ECCRS RI Parties Access Control L RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods AT Means of Payment Al Currencies Al Types of Values Al Value
39. RENNE 79 5 11 2 Modifying an existing item in Table Types of Complaint Enquiry 80 6 ACCESS CONTROL ennnen nnna a e a aa a a a na 83 6 1 MANAGING USER ACCOUNTS seseseereseeresteresrestrressrstretestetestesenressrreretesterestesenreserserets 84 6 1 1 Creating a New User Account sseseseseeesessseessressereseerseseeseeesstesseesseeeseeesseees 85 GLA PreregduisiteSinsnie ee R E a A RE 87 6 1 2 Modifying a User Account eaei ten E RE E ER 88 6 2 MANAGING THE INTEGRATED ACCOUNT sins suds tuasaueducy east aaus Sun ghd satuasusasstaudagoavsuada canes 90 6 2 1 Creating a New Integrated Account 0 0 cccceseeecesncecesececesececeseeecnsccesnseesensaeees 90 6 2 2 Modifying the Integrated Account sessssseesseesseessessseeessetesseessesseesseeesseeessees 91 Annex 1 1 Consumer Complaint Enquiry Form 0 ccccceessecesseeceeneeceeneeceeneeceeneeceeeeeeeeaeees 93 Annex 1 2 Linking National Legal Provisions with the ECCRS Encoding eee 97 Annex 1 3 Potential Consumer Requests sssnssesesesesseeesseesseessessseresseeesseesseesseesseeesseesssees 107 Annex 1 4 CCR Customisation Other Data ssseseeeseeeeeseeeseseesseseresresseseresressessrerreesessresees 109 Annex 2 1 The European Consumer Complaint Registration System ECCRS 111 Annex 2 2 ECCRS General Information Recommended Data and Fields 113 Annex 2 3 ECCRS General Information Additional Dat
40. The Consumer Complaints Register CCR in Serbia Manual for Administrators Document v1 0 Software Engineer September 2013 The Consumer Complaints Register CCR in Serbia TABLE OF CONTENTS 1 INTRODUCTION sigorsresoticrtvartsaecideaeeutenien avin E eae eno neuen 1 2 PRIVILEGES OF THE ADMINISTRATOR ssssnssancunsnsandennstoesmaessanucoeusdipnianunsesvaanrsntanuntevensiaedaise 3 21 FUNCTIONS AVAILABLE TO THE ADMINISTRATOR s ssssssesesresteresterrsrestertssrsrtsrsserreerestne 3 3 CUSTOMISATION OF THE NATIONAL LEGAL FRAME csssscsssvocvescostsossesssssecontvsnssserasrecsevesves 5 3 1 CUSTOMISATION OF THE NATIONAL LEGISLATION sssssseseeeseeestsetsrrsterrsrretrsresrsrestese 6 3 1 1 Creating a New entry in Table National Legislation 0 eccceeseeseseeeeeeeeeeees 7 SLL Prereg isiteS rennin e E EE IR 7 cy Modifying an existing National Legislation item 0 eee eeeeeeeeeeeneeeeeeeeeeeeeee 8 3 2 CUSTOMISATION OF THE POTENTIAL REQUESTS ccccscesscssecssecseeesesesesesseesseseseeeeeeas 10 3 2 1 Creating a New entry in Table Potential Requests cceeeceeeeseeeeeeeeeeeneeees 11 3 2 1 IPREPEOUISIES 1ac cupacesacsesuaneyviancsxeeseqter vatonshseane deus epecashadesed EE NE SE EEEE 11 3 2 2 Modifying an existing Potential Request 0 ee eee essecsseceeeeeeeeeesaeceeeteeeeeneees 12 3 3 CUSTOMISATION OF TYPES OF AWARENESS cccsscsssssssssscssscsssssscsesssesssessesseesensoseenes 14 3 3 1 Creating
41. Values Type of Complaint Enquiry 192 168 1 129 cct main asp 13 Blo R This opens the application window RI Sector Information where the Registered Sector In formation are displayed by default J CCR Mozilla Fires life 192 168 1 129 cct main asp My Workspace Administration Help Sector Information x E Registered Sector Information Add New Sector Information Registered Sector Information Code Name Belongs To 1 Consumer Goods lt a Li Food Fruit and vegetables 1 Consumer Goods L 1 10 House maintenance and improvement goods 1 Consumer Goods J Lit Furnishings 1 Consumer Goods 112 Large domestic household appliances induding vacuum cleaners and microwaves 1 Consumer Goods 113 Small domestic household appliances induding coffee machines and food processing appliances 1 Consumer Goods 114 Electronic goods non ICT recreational 1 Consumer Goods 115 Information and communication technology ICT goods 1 Consumer Goods 116 Leisure goods sports equipment musical instruments etc 1 Consumer Goods 117 New cars 1 Consumer Goods 118 Second hand cars 1 Consumer Goods 119 Other personal transport 1 Consumer Goods 12 Food Meat 1 Consumer Goods 1 20 Spares and accessories for vehicles and other means of personal transport 1 Consumer Goods 1 21 Fuels and lubricants for vehides and other means of personal transport 1 Consumer Goods 1 22 Books magazines newspapers stationery excluding postal delivery 1 Consumer
42. a And Fields e eee 117 Annex 2 4 ECCRS Sector nformation s scc c0est soccstaiss vceciores tpt cucetesauestes ah uments tee 119 Annex 2 5 ECCRS Type of Complaint or Enquiry Information cece eeeeeeseeeeeeees 123 Annex 3 1 Default Bodies amp Users i csus4esenseeihieieinl cdl leet ek 125 Manual for Administrators v1 0 Page iii The Consumer Complaints Register CCR in Serbia 1 INTRODUCTION This Manual details the system functions to be utilised for the administration of the system itself These functions are accessible via a special type of user accounts with Administrative privileges The Administrator of the CCR is expected to have extended comprehension of the objectives of the CCR as a system the procedures in place the relevant terminology as well as be famil iar in using the system as a standard User From this point of view this document should only be understood as complimentary to the CCR Guidelines as well as the CCR User Manual Manual for Administrators v1 0 Page 1 The Consumer Complaints Register CCR in Serbia Manual for Administrators v1 0 Page 2 The Consumer Complaints Register CCR in Serbia 2 PRIVILEGES OF THE ADMINISTRATOR A User with privileges of an Administrator is the User who has access the system functions that are available for the Configuration and Customisation of the CCR The Administrator is an Integrated User Account and the only User that may access the sys tem and
43. actio 61 15 Other type of premises 61 Face to face Premises where the transactio 61 2 Discount store 61 Face to face Premises where the transactio 61 3 Department store 61 Face to face Premises where the transactio 61 4 Retail chain store 61Face to face Premises where the transactio 615 Retail store 61 Face to face Premises where the transactio 616 Small shop small store 61 Face to face Premises where the transactio 617 Greengrocer night shop 61 Face to face Premises where the transactio 618 Street market farm shop 61 Face to face Premises where the transactio 619 Petrol station 61 Face to face Premises where the transactio _ Admin Administrator 05 09 2013 BS o1 On the top left of the application window RI Selling Methods you may select 1 Registered Selling Methods default to access the list of Registered Selling Methods and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Selling Method Manual for Administrators v1 0 Page 50 The Consumer Complaints Register CCR in Serbia 5 4 1 Creating a New Entry in Table Selling Methods On top left of the application window RI Selling Methods select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Selling Method Code 2 Name The descriptive text for the Sell
44. ample or model 13 2 Notin conformity with order 124 The product or service is not fit for its ordinary purpose 13 2 Not in conformity with order 125 The product service does not possess the quality and performance th 13 2 Notin conformity with order 1 2 6 The product service is of too poor quality considering the price paid 13 2 Notin conformity with order 1 3 1 The product service does not fit for the particular purpose for which I 13 3 Not fit for particular purpose 10 1 1 The product service presents a risk for my health or safety 22 1 Product safety covers both goods including food and services 10 1 2 The product was not installed correctly by the seller 22 1 Product safety covers both goods including food and services 10 1 3 The wrapping packaging of the product presents risks for health or saf 22 1 Product safety covers both goods induding food and services 10 2 1 I was not informed on the inherent risks of the product service 22 2 Package labelling and instructions covers both goods nduding 10 2 2 I did not receive the necessary information warnings or instructions f This will present the environment with the details of the specific item My Workspace Administration gt Help National Legislation x B Registered National Legislation Add New National Legislation Edit National Legislation Code 1 2 4 Name The product or service is not fit for its ordinary purpose Type of r Compbint 13 2
45. anization Kragujevac National Consumer Organization of Serbia N Kragujevac Ministry ADR Ministry Call Centre Belgrade Ministry Complaint Handling Body Belgrade Republican Union of Consumers Belgrade Sector of Market Inspection Department for General Supervision MFITT Belgrade Sector of Market Inspection MFITT Belgrade Admin Administrator 05 03 2013 S 01 This will present the environment with the details of the specific item My Workspace Administration Help PEA x B Registered Bodies Add New Body Edit Body z Denomination Ministry Call Centre Body Type cop SA Contact Person Body Category Public Administration Mi Position Body Location Belgrade Serbia Wi Address City Belgrade Telephone Fax Email Web Site Status Cancel Delete OK Admin Administrator 05 05 2013 aioz Manual for Administrators v1 0 Page 35 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Bodies 8 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 36 The Consumer Complaints Register CCR in Serbia 5 CUSTOMISATION FOR COMPATIBILITY WITH ECCRS Either upon initial installation of the system or whenever such needs will arise during its op erati
46. anual for Administrators v1 0 Page 117 The Consumer Complaints Register CCR in Serbia 106 HUF 107 LVL 108 LTL 109 PLN 110 RON 111 SEK 112 GBP 113 ISK 114 CHF 115 NOK 116 USD 117 Other 118 Not applicable 10 11 Value of the transaction 111 Amount This should be recorded in integers ending in two decimal points e g 10 50 112 Do not know 113 Not applicable 11 12 Value of the loss incurred by the consumer 121 Amount This should be recorded in integers ending in two decimal points e g 10 50 122 Do not know 123 Not applicable Manual for Administrators v1 0 Page 118 The Consumer Complaints Register CCR in Serbia ANNEX 2 4 ECCRS SECTOR INFORMATION 1 Consumer Goods 1 1 1 2 1 3 1 4 1 5 1 6 bJ 1 8 1 9 1 13 1 14 1 15 1 16 1 17 1 18 1 19 1 20 1 21 1 22 1 23 1 24 1 25 1 26 Leet 1 28 Food Fruit and vegetables Food Meat Food Bread and Cereals Food Health food and nutrients Food Other Non alcoholic beverages Alcoholic beverages Tobacco Clothing including tailor made goods and footwear 1 10 1 11 1 12 House maintenance and improvement goods Furnishings Large domestic household appliances including vacuum cleaners and micro waves Small domestic household appliances including coffee machines and food pro cessing appliances Electronic goods non ICT recreational Information and communication technology ICT goods Le
47. cation Main Menu under the selection Ad ministration Access Control My Workspace Administration Help Institutions Organisations Customization CCR d Customisation ECCRS Access Control d User Accounts Intergrated Accounts dministrator 05 09 2013 Qjiox Manual for Administrators v1 0 Page 83 The Consumer Complaints Register CCR in Serbia 6 1 Managing User Accounts On the Main Menu select Administration Access Control User Accounts 192 168 1 129 ccr main asp My Workspace Administration Help Institutions Organisations P Customization CCR ie Customisation ECCRS b ___Access Control User Accounts Intergrated Accounts 192 168 1 129 ccr main asp 13 Bl ole This opens the application window User Accounts User Accounts x E Registered User Accounts Add New User Account Registered User Account Login Name Surname Role Actor Body Ste adm Admin Administrator Administrator Not Applicable Not Applicable 1 fl adrBcOn Lidija Pavlovic ADR Consultant ADR Consultant Ministry ADR 1 adrBm3r Ivana Milic ADR Manager Not Applicable Ministry ADR 1 adrimcO Marina Sekulovie ADR Manager amp Consul ADR Consultant Ministry ADR 1 cepon Tamara Radanovic CCP Consultant CCP Consultant Ministry Call Centre 1 ccpBm3r Milica Popov CCP Manager Not Applicable Ministry Call Centre 1 ccpBmc0 Svetlana Jovanovic CCP Manager amp Consul CCP Consultant Ministry Call Ce
48. complaint mechanisms operated by traders or on their behalf are outside the scope of this initiative Methodology The EC Harmonised Methodology for Classifying and Reporting Consumer Complaints and Enquiries identifies and foresees the following 1 Provides a set of Definitions of Terms utilised in the frame of the ECCRS 2 Identifies and standardises the data to be collected by the Complaint Handling Bodies that are linked to the ECCRS and further defines a The minimum set of data required by the ECCRS and b An optional additional set of data that may or may not be collected and or submitted in the ECCRS 3 Clarifies the procedure for the submission of the abovementioned Complaint Data in the ECCRS and 3 For further details see the Commission Recommendation of 12 5 2010 on the use of a harmonised methodology for classifying and reporting consumer complaints and enquiries SEC 2010 572 C 2010 3021 final 4 Commission Recommendation of 12 5 2010 on the use of a harmonised methodology for classifying and re porting consumer complaints and enquiries SEC 2010 572 C 2010 3021 final Manual for Administrators v1 0 Page 111 The Consumer Complaints Register CCR in Serbia 4 Clarifies legal issues regarding the collection and reporting of personal data in the pro cess of Consumer Complaint Handling Tools for the submission of Complaint Data to the ECCRS The ECCRS provides two ways for the submission of Complaint Data in the syst
49. curred by the Consumer Cancel Delete OK Admin Administrator 05 03 2013 101 Manual for Administrators v1 0 Page 68 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Types of Values 3 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 69 The Consumer Complaints Register CCR in Serbia 5 9 Customisation of Table Values On the Main Menu select Administration Customisation ECCRS AI Values My Workspace Administration 7 Help Institutions Organisations gt Customization CCR ls Customisation ECCRS P RI Parties Access Control gt RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods AI Means of Payment AI Currencies AI Types of Values AI Values Sector Information Type of Complaint Enquiry 192168 1 129 ccr main asp 13 jox This opens the application window AI Values where the Registered Values are displayed by default J CCR Mozila Fire qo 192 168 1 129 cct main asp My Workspace Administration Help AL Values x Registered Values Q Add New Value Registered Values Code Name Type 11 Amount integer two decimal points e g 10 50 Value of the Transaction 112 Do not kn
50. d damage 13 2 Notin conformity with order 13 2 Notin conformity with order 13 2 Not in conformity with order 13 2 Notin conformity with order 13 2 Not in conformity with order 13 2 Notin conformity with order 13 3 Not fit for particular purpose 22 1 Product safety covers both goods including food and services 22 1 Product safety covers both goods including food and services 22 1 Product safety covers both goods including food and services 22 2 Package labelling and instructions covers both goods including 22 2 Package labeling and instructions covers both goods induding 22 2 Package labelling and instructions covers both goods induding fay On the top left of the application window National Legislation you may select 1 Registered National Legislation default to access the list of Registered National Legislation items and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table National Legisla tion Manual for Administrators v1 0 Page 6 The Consumer Complaints Register CCR in Serbia 3 1 1 Creating a New entry in Table National Legislation On top left of the application window National Legislation select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item The se are 1 Code The Code of the new Item 2 Name The descriptive text for the new Item 3 Type o
51. d into contracting by harassment coer cion or undue pressure The trader took advantage of my misfortune or difficult situation 7 7 Fraudulent practices The conduct of the trader is unfair This advertisement directly exhorts the children to buy advertised products or services or to persuade their parents to buy the advertised products or ser Manual for Administrators v1 0 Page 102 The Consumer Complaints Register CCR in Serbia vices 3 Iwas told that I had won or will on doing a partic ular act win a prize when in fact there is no such prize or I have to pay to get it 7 8 Other unfair commercial practices 8 Contracts and sales 8 1 Unfair contractual terms change of 1 The contract I signed is grossly disproportionate contractual terms D gi 2 This particular contract term is disproportionate or unfair 3 The trader unilaterally changed the terms of the contract 4 The trader unilaterally altered the characteristics of the product service 5 The trader has reserved the right to ascertain whether the product service is in conformity with the contract 6 The trader has reserved the right to solely interpret the contract terms 7 The trader has limited my right to seek for legal remedy and redress 8 The trader has limited or excluded his liability for damages 9 Iwas going to travel but was not informed about changes in the terms of contract or alterations prio
52. dicated on the appropriate place 3 4 Other issues related to price tariff 1 The product was sold or service provided at a reduced price but the initial price or tariff was not indicated or was indicated in an unclear manner 2 Trader demands payment for preliminary investi gations or estimates and I think it is not necessary 3 The trader wants me to pay for goods or services that I did not ask for 4 Invoicing billing and debt collection 4 1 Incorrect invoice bill 1 received a receipt invoice for the product service I purchased which is not correct 2 received a receipt invoice which is not legitimate not an official bill recorded in the fiscal cashier 3 The receipt invoice I received does not indicate the product service I purchased 4 The receipt invoice I received does not indicate the price I paid 4 2 Unclear invoice bill 1 The receipt invoice I received is unclear confus ing or not readable 4 3 Non issue of invoice or difficult 1 I did not receive a receipt invoice for the prod access to invoice monthly statement uct service I purchased 2 I am not able to access my invoice or monthly statements 4 4 Unjustified invoicing billing 1 I received invoice bill for a product service not ordered and or for ancillary services goods not or Manual for Administrators v1 0 Page 99 The Consumer Complaints Register CCR in Serbia dered I am charged for goods services which w
53. dication 8 3 Medical devices and other physical aids used by patients 8 4 Health services 8 5 Retirement homes and home care 9 Education 9 1 Schools 9 2 Language driving instruction and other private courses 10 Other Manual for Administrators v1 0 Page 121 The Consumer Complaints Register CCR in Serbia Manual for Administrators v1 0 Page 122 The Consumer Complaints Register CCR in Serbia ANNEX 2 5 ECCRS TYPE OF COMPLAINT OR ENQUIRY INFORMATION 13 14 15 16 17 18 19 Quality of goods and services 13 1 Defective caused damage 13 2 Not in conformity with order 13 3 Not fit for particular purpose Delivery of goods Provision of services 14 1 Not delivered not provided 14 2 Partially delivered partially provided 14 3 Delay 14 4 Not available No access 14 5 Refusal to sell provide a good or a service 14 6 Suspension of the delivery of a good or the provision of a service without prior no tice 14 7 Opening hours 14 8 Customer service 14 9 After sales service assistance 14 10 Other issues related to the delivery of goods provisions of services Price Tariff 15 1 Price tariff change 15 2 Price discrimination 15 3 Tariff transparency unclear complex 15 4 Other issues related to price tariff Invoicing billing and debt collection 16 1 Incorrect invoice bill 16 2 Unclear invoice bill 16 3 Non issue of invoice or difficult access to invoice monthly statemen
54. e Not Applicable 1 a adrBcOn Lidja Pavlovic ADR Consultant ADR Consultant Ministry ADR 1 adrBm3r Ivana Milic ADR Manager Not Applicable Ministry ADR 1 adrBmc0 Marina Sekulovic ADR Manager amp Consul ADR Consultant Ministry ADR y ccpBcOn Tamara Radanovic CCP Consultant CCP Consultant Ministry Call Centre 1 ccpBm3r Milica Popov CCP Manager Not Applicable Ministry Call Centre 1 ccpBmcd Svetlana Jovanovic CCP Manager amp Consul CCP Consultant Ministry Call Centre 1 chbBcOn Slavko Mitrovic CHB Consultant CHB Consultant Ministry Complaint Han 1 chbBm3r Andjeko Spacic CHB Manager Not Applicable Ministry Complaint Han 1 chbBmcO Zdravko Mioshevic CHB Manager amp Consul CHB Consultant Ministry Complaint Han 1 Milos01 Milos Skendzic CHB Consultant CHB Consultant Republican Union of Co 1 sadm System Administrator System Administrator Not Applicable Not Applicable 1 sec Sec Sec Secretariat Not Applicable Not Applicable 1 sup Super Visor Supervisor Not Applicable Not Applicable 1 tadm Technical Admin Technical Administrator Not Applicable Not Applicable 1 web web web Web User Web Not Applicable if Admin Administrator 05 05 2013 aox This will present the environment with the details of the specific User Account My Workspace Administration Help User Accounts x Registered User Accounts Add New User Account Edit User Account Role CHB Consultant MA Actor CHB Consultant NA Body Min
55. e of Table Sector Information in Annex 2 4 ECCRS Sector Information See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 75 The Consumer Complaints Register CCR in Serbia 5 10 2 Modifying an existing item in Table Sector Information On top left of the application window Sector Information select Registered Sector Information to access the list of items already registered into the system The set of Registered Sector Information as they are pre defined upon initial system installa tion is presented in Annex 2 4 ECCRS Sector Information In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help Sector Information x E Registered Sector Information Add New Sector Information Registered Sector Information Code Name Belongs To 1 Consumer Goods a Li Food Fruit and vegetables 1 Consumer Goods 4 1 10 House maintenance and improvement goods 1 Consumer Goods F Lait Furnishings 1 Consumer Goods 112 Large domestic household appliances induding vacuum deaners and microwaves 1 Consumer Goods 113 Small domestic household appliances induding coffee machines and food processing appliances 1 Consumer Goods 1 14 Electronic goods non ICT recreational 1 Consumer Goods 115 Information and communication technology ICT goods 1 Consumer Goods 1 16 Leisure goods spo
56. e of the Advertising Method To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Advertising Methods 192168 1129 ccr main asp My Workspace Administration gt Help RI Advertising Method x Registered Advertising Methods Add New Advertising Method Add New Advertising Method Code Name 5 5 1 1 Prerequisites The creation of a new entry in Table Advertising Methods does not require the prior creation of any other predefined parameter 16 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 55 The Consumer Complaints Register CCR in Serbia 5 5 2 Modifying an existing entry in Table Advertising Methods On top left of the application window AI Advertising Methods select Registered Advertising Methods to access the list of items already registered into the system The set of Registered Advertising Methods as they are pre defined upon initial system instal lation is presented in Annex 2 3 ECCRS General Information Additional Data And Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list j CCR Mozilla Fire 192 168 1129 ccr main asp My Workspace Administration Help RI Advertising Method x E Registered Advertising Methods
57. ed data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Countries l Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 45 The Consumer Complaints Register CCR in Serbia 5 3 Customisation of Table Reasons for Contact On the Main Menu select Administration Customisation ECCRS RI Reasons for Contact My Workspace Administration Help Institutions Organisations gt Customization CCR ly ____CustomisationEccrs P RI Parties Access Control L RI Countries RI Reasons for Contact RI Selling Methods RI Advertising Methods Al Means of Payment Al Currencies Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 13 Biol This opens the application window RI Reasons for Contact where the Registered Reasons for Contact are displayed by default My Workspace Administration Help REI Reason for Contact x E Registered Reasons fror Contact Add New Reason for Contact Registered Reasons for Contact Code Name 4 Complaint 42 Enquiry Admin Administrator 05 03 2013 amp Qiox On the top left of the application window RI Reasons for Contact you may select 1 Registered Reasons for Contact default to access the list of Registered Reasons for Contact and consequently the tools for amending their details 2 Add
58. egister CCR in Serbia My Workspace Administration Help User Accounts E Registered User Accounts Add New User Account Add New User Account Role Ddl Actor Administrator a ADR Consultant Body ADR Manager ADR Manager amp Consultant Surname CCP Consultant Email CCP Manager CCP Manager amp Consultant ee CHB Consultant raoi CHB Manager Status CHB Manager amp Consultant Secretariat Supervisor System Administrator Cancel x Admin Administrator 05 09 2013 lox My Workspace Administration Help User Accounts Ea Registered User Accounts Add New User Account Add New User Account Role CCP Consultant Actor Body Not Applicable ADR Consultant Name CCP Consultant STE CHB Consultant Email Web Login Password Status v Cancel Ok Admin Administrator 05 09 2013 eoz Manual for Administrators v1 0 Page 86 The Consumer Complaints Register CCR in Serbia My Workspace Administration Help User Accounts x E Registered User Accounts Add New User Account Add New User Account Role CCP Consultant MA Actor CCP Consultant NA Body l E Name Not Applicable Association of Consumers in Serbia APOS Surname Centre for Consrtuctive Dispute Resolution Erak Consumer Organization Kragujevac National Leg Consumer Organization of Serbia NOPS P san Minist
59. em 1 use of the special ECCRS Software Tool which is a client application directly linked to the system to allow the registration of data per Consumer Complaint and conse quently the direct submission of these data in the ECCRS 2 provision of yearly reports by bodies that use Customised Software Tools which are adapted to utilise the methodology of the ECCRS 4l Technical Information about the electronic format of the yearly report will be requested from the EC at the stage of software development Manual for Administrators v1 0 Page 112 The Consumer Complaints Register CCR in Serbia ANNEX 2 2 ECCRS GENERAL INFORMATION RECOM MENDED DATA AND FIELDS 1 Country of the consumer 11 Belgium 12 Bulgaria 13 Czech Republic 14 Denmark 15 Germany 16 Estonia 17 Ireland 18 Greece 19 Spain 20 France 21 Italy 22 Cyprus 23 Latvia 24 Lithuania 25 Luxembourg 26 Hungary 27 Malta 28 Netherlands 29 Austria 30 Poland 31 Portugal 32 Romania 33 Slovenia 34 Slovakia 35 Finland 36 Sweden 37 United Kingdom 38 Iceland 39 Liechtenstein 40 Norway 41 Switzerland 42 Other 43 Do not know 1 2 Country of the trader 11 Belgium 12 Bulgaria 4 For further details see Section A Subsection 1 of the Annex of the Commission Recommendation of 12 5 2010 on the use of a harmonised methodology for classifying and reporting consumer complaints and en quiries SEC 2010 572 C 2010 3021 final Manual for Administrators v1 0 Page 1
60. eness On top left of the application window Awareness of CCR select Registered Awareness to ac cess the list of items already registered into the system The set of Registered Types of Awareness as they are pre defined upon initial system installa tion is presented in Annex 1 4 CCR Customisation Other Data In order to view and potentially modify the details of a specific item double click on the de sired item in the list 192 168 1 129 ccr main asp My Workspace Administration Help Awareness of CCR x B Registered Awareness Add New Awareness Registered Awareness Code Name Government Information Campaign Government Ministry Web Site Consumer Advice Centre ADR Body Consumer Association Other Onueune Admin Administrator 05 03 2013 jox This will present the environment with the details of the specific item 192 168 1 129 ccr main asp My Workspace Administration Help Awareness of CCR z B Registered Awareness Add New Awareness Edit Awareness i Code 3 Name Consumer Advice Centre Cancel Delete OK Admin Administrator 05 03 2013 Qox Manual for Administrators v1 0 Page 17 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Types of Awareness Deletion of an entry is only po
61. ere not delivered supplied 4 5 Debt collection The trader is using aggressive practices such as harassment coercion use of physical force or threat to take any action that cannot legally be tak en 4 6 Other issues related to invoic ing billing and debt collection The trader comes too late for collecting potential debts 5 Warranty statutory guarantee and commercial guarantees 5 1 Warranty statutory guarantee not honoured 10 11 12 13 14 I was not told that I have the right to a statutory warranty I was asked to renounce to the statutory warranty I was not properly or correctly informed about the scope conditions of application and duration of the statutory warranty The trader claims that no other warranty applies than the commercial guarantee offered by him or the producer The product that I was delivered does not conform with the one agreed in the contract The product that I was delivered does not conform with statements or advertisements made about the product The product that I was delivered does not comply with the description that I was given or sample that I was shown The product that I was delivered is not fit for the purposes for which goods of the same type are normally used The product that I was delivered is not fit for a particular purpose which was known by the seller The product that I was delivered does not show the quality and performance that ca
62. esseeesseeesseeeeseee 47 So E U Ae a IS E E EE E E E E 47 5 3 2 Modifying an existing item in Table Reasons for Contact eeeeeeeeeeeeees 48 5 4 CUSTOMISATION OF TABLE SELLING METHODS ccceescesscsseesseeeeescesecnaecseeeaeeeeeees 50 5 4 1 Creating a New Entry in Table Selling Methods 00 eee eeeeeeeseeeeeteeeeeneeees 51 DAA PRETEQUISIECS 5523 mienen eae a R R E A T R D RE 51 5 4 2 Modifying an existing entry in Table Selling Methods 52 5 5 CUSTOMISATION OF TABLE ADVERTISING METHODS cc sscsssessseessesscesecneeeseeeeeees 54 5 5 1 Creating a New Entry in Table Advertising Methods ssssssesseeesseeesseeesee 55 DOR sPTEPSCQUISES 2h on tasntaniceratinaies i sapkertcradeamn E O A ie ntiatat a aduey 55 59 2 Modifying an existing entry in Table Advertising Methods ccceeeeeees 56 5 6 CUSTOMISATION OF TABLE PAYMENT METHODS ccsccsscesecsseeeeessessceseseeeseeeeaees 58 5 6 1 Creating a New Entry in Table Payment Methods ec ce eeeeceeeseeeeeseeeenteeees 59 oo 0 PP MI ge C20 Uh Co pe ee Ee EASE NEAR ann nec Nn ee ee EE 59 5 6 2 Modifying an existing item in Table Payment Methods eeeeeeeeeeeeeeeeees 60 5 7 CUSTOMISATION OF TABLE CURRENCIES sccsvastivsisesisessousenssenn sedkavousnnsetsetebestnuasineetsys 62 5 7 1 Creating a New Entry in Table Currencies sssseseseseseseseesseesseessersseresseerssees 63 STel Prer guisites sinrega n a ea a E EAEAN
63. f Complaint The Type of Complaint ECCRS where the new Item belongs To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered National Legislation E CCR Mozilla Fi 192 168 1 129 ccr main asp My Workspace Administration gt Help National Legislation x A Registered National Legislation Add New National Legislation Add New National Legislation Code Name Type of Complaint 3 1 1 1 Prerequisites The creation of a new entry in Table National Legislation requires that the definition of the Type of Complaint Enquiry ECCRS has been completed see section 5 11 Customisation of Table Types of Complaint Enquiry It must also be stressed that amending the Registered entries in Table National Legislation requires the prior preparation of a complete list of items appropriately coded and linked to the relevant parameters of the ECCRS namely the Type of Complaint Enquiry as presented in Annex 1 2 Linking National Legal Provisions with the ECCRS Encoding Otherwise the overall functionality of the system and or the functions for statistics and exporting data to the ECCRS may be severely affected Manual for Administrators v1 0 Page 7 The Consumer Complaints Register CCR in Serbia 3 1 2 Modifying an existing National Legislation item On top left of the application window National Legislation select
64. her data in the database Manual for Administrators v1 0 Page 41 The Consumer Complaints Register CCR in Serbia 5 2 Customisation of Table Countries On the Main Menu select Administration Customisation ECCRS RI Countries j CCR Mozilla Firefo i 192 168 1 129 cct main asp My Workspace Administration Help Institutions Organisations gt Customization CCR ls customisatoneccrs gt RI Parties Access Control gt at countries RI Reasons for Contact RI Selling Methods RI Advertising Methods Al Means of Payment AI Currencies Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 13 Gox This opens the application window RI Countries where the Registered Countries are dis played by default J CCR Mozilla Fire E 192 168 1129 ccr main asp My Workspace Administration Help RI Countries x E Registered Countries Add New Country Registered Countries Code Name Party Type u Belgium Consumer al 12 Bulgaria Consumer 3 Czech Republic Consumer 14 Denmark Consumer E 15 Germany Consumer 16 Estonia Consumer v Ireland Consumer 18 Greece Consumer 19 Spain Consumer France Consumer 21 Italy Consumer 22 Cyprus Consumer 23 Latvia Consumer 24 Lithuania Consumer 25 Luxembourg Consumer 25 Hungary Consumer A Admin Administrator 05 09 2013 S o x On the top left of the application window RI Countries you may
65. his has now elapsed The trader promised redress but I have not been given redress yet and time elapsed is too long 6 5 Other issues related to redress I was told that I bear the risk of accidental loss of or damage to the goods until they were delivered to me 7 Unfair Commercial Practices 7 1 Misleading contractual terms and conditions I was provided with misleading information about the contract terms and conditions This contractual term is misleading or unclear 7 2 Incorrect or misleading indication of prices tariffs and labelling The information that I received or which is men tioned on the label or package is unclear or incor rect The information provided about the rebate promo tional sale special offer was unclear inadequate or wrong The information that I received or which is men tioned on the label or package is misleading The trader did not display the business details or the details given are unclear inadequate or wrong 7 3 Misleading advertising I was misled or confused by the advertising The advertisement omits information that would have been essential to me or provides it in an un clear unintelligible or ambiguous manner 7 4 Unsolicited advertising I receive advertisements by phone fax or email without prior consent 7 5 Unsolicited goods or services I receive products or services that I did not order 7 6 Aggressive selling practices I was pushe
66. ially delivered partially provided 14 Delivery of goods Provision of services 14 3 Delay 14 Delivery of goods Provision of services 14 4 Not available No access 14 Delivery of goods Provision of services 14 5 Refusal to sell provide good or a service 14 Delivery of goods Provision of services 14 6 Suspension of the delivery of a good or the provision of a service without prior notice 14 Delivery of goods Provision of services 14 7 Opening hours 14 Delivery of goods Provision of services 14 8 Customer service 14 Delivery of goods Provision of services 149 After sales service assistance 14 Delivery of goods Provision of services 15 Price Tariff gt Admin Administrator 05 09 2013 S O x On the top left of the application window Types of Complaint Enquiry you may select 1 Registered Types of Complaint Enquiry default to access the list of Registered Types of Complaint Enquiry and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Type of Com plaint Enquiry Manual for Administrators v1 0 Page 78 The Consumer Complaints Register CCR in Serbia 5 11 1 Creating a New Entry in Table Types of Complaint Enquiry On top left of the application window Types of Complaint Enquiry select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1
67. ing Method 3 Belongs to Predefined The Selling Method level 1 where the new entry belongs To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Selling Methods 192 168 1 129 ccr main asp My Workspace Administration Help Selling Methods x Registered Seling Methods Q Add New Seling Method Add New Selling Method Code Name Belongs To v 5 4 1 1 Prerequisites The creation of a new entry in Table Selling Methods if at level 2 of the structure requires the prior creation of the parent entry see structure of Table Selling Methods in Annex 2 2 ECCRS General Information Recommended Data and Fields 4 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 51 The Consumer Complaints Register CCR in Serbia 5 4 2 Modifying an existing entry in Table Selling Methods On top left of the application window RI Selling Methods select Registered Selling Methods to access the list of items already registered into the system The set of Registered Selling Methods as they are pre defined upon initial system installation is presented in Annex 2 2 ECCRS General Information Recommended Data and Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list
68. ing an existing item in Table Countries On top left of the application window RI Countries select Registered Countries to access the list of items already registered into the system The set of Registered Countries as they are pre defined upon initial system installation is pre sented in Annex 2 2 ECCRS General Information Recommended Data and Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help x E Registered Countries Add New Country Registered Countries Code Name Party Type 11 Belgium Consumer 12 Bulgaria Consumer 3 Czech Republic Consumer 14 Denmark Consumer J 15 Germany Consumer 16 Estonia Consumer 17 Ireland Consumer 18 Greece Consumer 19 Spain Consumer 20 France Consumer 21 Italy Consumer 22 Cyprus Consumer 23 Latvia Consumer 24 Lithuania Consumer 25 Luxembourg Consumer 26 Hungary Consumer 2 Admin Administrator 05 03 2013 aox 192 168 1 129 ccr main asp My Workspace Administration Help RE Countries x Registered Countries Add New Country Edit Countries Code 16 Name Estonia Party Type Consumer SA Cancel Delete oK Admin Administrator 05 05 2013 10 Manual for Administrators v1 0 Page 44 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updat
69. inimum data required by the CCRS vC Indicates the field is along the minimum data required by the CCRS in case of a Complaint vv Indicates the field is along the additional data required by the CCRS v VC Indicates the field is along the additional data required by the CCRS in case of a Complaint Manual for Administrators v1 0 Page 95 The Consumer Complaints Register CCR in Serbia Details about the Complaint Enquiry Complaint Enquiry ECCRS Type of Complaint e Selector LI Predefined List Annex 2 5 One option may be se yC lected at Level 1 e Selector L2 Predefined List Annex 2 5 One option may be se VVC lected at Level 2 Value of the Loss Incurred Damage Caused e Selector Predefined List Annex 2 3 12 Value of Loss In wou curred by the Consumer One option may be selected e Value If Amount is Selected Legal Issue Involved e Selector Predefined List Annex 1 4 One option may be se lected Consumer Request e Selector Predefined List Annex 1 5 One or more options may be selected Supporting Documents Relative Documents Invoices Receipts etc upload List of Uploaded Relative Documents Other Other Information ECCRS I have already reported this Complaint Enquiry to the manufacturer s or the retail store s e Check box o Date if checked How did you become aware of the
70. inistrator 05 03 2013 jox This will present the environment with the details of the specific item j CCR Mozilla Firefo 192 168 1 129 cct main asp My Workspace Administration Help Type of Complaint Enquiry x E Registered Types of Complaint Enquiry Q Add New Type of Complaint Enquiry Edit Type of Complaint Enquiry Code 14 1 Name Not delivered not provided Belongs To 14 Delivery of goods Provision of services NA Cancel Delete OK Admin Administrator 05 05 2013 10 Manual for Administrators v1 0 Page 80 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the sys tem 2 Delete the entry 3 Cancel the action and return back to the list of Registered Types of Complaint Enquiry Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 81 The Consumer Complaints Register CCR in Serbia Manual for Administrators v1 0 Page 82 The Consumer Complaints Register CCR in Serbia 6 ACCESS CONTROL Either upon initial installation of the system or whenever such needs will arise during its op eration the Administrator has access to functions for managing the user access to the system The relevant CCR functions are 1 Managing of User Accounts 2 Managing of Integrated Accounts Access to these functions is possible via the appli
71. istry Complaint Handling Body MA Name Slavko Surname Mitrovic Emai email emal com Login chbBcOn Password aaaeee Status Cancel Delete OK Admin Administrator 05 05 2013 eoz Manual for Administrators v1 0 Page 88 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the User Account and click on OK to save the new details in the system In modifying the details of the User you shall take into account the character istics of the parameters as they are described in section 6 1 1 Creating a New User Ac count 2 Delete the User Account if required 3 Cancel the modification of the Account and return to the list of Registered Users Deleting of a User Account is only possible if the specific User has not been active i e in submitting or han dled Consumer Requests and or Cases Manual for Administrators v1 0 Page 89 The Consumer Complaints Register CCR in Serbia 6 2 Managing the Integrated Account While standard Users are created in the CCR in accordance to specific needs during its opera tion the CCR has a built in Integrated Account with Administrator privileges which is re quired for the set up and put in operation of the system after initial installation The default details for the Integrated Account are provided in the CCR Configuration Sheet The Management of the Integrated Account refers to the system functions that allow the change of details of the Account
72. isure goods sports equipment musical instruments etc New cars Second hand cars Other personal transport Spares and accessories for vehicles and other means of personal transport Fuels and lubricants for vehicles and other means of personal transport Books magazines newspapers stationery excluding postal delivery Pets and pet goods Electrical appliances for personal care Cosmetics and toiletries for personal care Jewellery silverware clocks watches and accessories Baby and child care articles Cleaning and maintenance products articles for cleaning and non durable house hold articles 2 General Consumer Services 2 1 Real estate services 2 2 Construction of new houses 2 3 House maintenance and improvement services 2 4 House removal and storage 2 5 House cleaning services For further details see Section B of the Annex of the Commission Recommendation of 12 5 2010 on the use of a harmonised methodology for classifying and reporting consumer complaints and enquiries SEC 2010 572 C 2010 3021 final Manual for Administrators v1 0 Page 119 The Consumer Complaints Register CCR in Serbia 2 6 Personal care services 2 7 Cleaning repair and hiring of clothing and footwear 2 8 Support research and intermediary services 2 9 Maintenance and repair of vehicles and other transport 2 10 Legal services amp accountancy 2 11 Funeral services 2 12 Child care 2 13 Pet services 3 Financial Services 3 1 Fi
73. m belongs to child item 4 National Law Option One or more items of the Registered National Legisla tion items with which the new item is linked To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Potential Requests CCR Mozilla 192 168 1 129 ccr main asp My Workspace Administration Help Porential Requests x E Registered Porential Requests Add New Porential Request Add New Porential Request Code Name Belongs To E National Law E 1 1 1 The product or service I received is not working 1 1 2 The product or servi defect 1 1 31 suffered damage 1 2 1 The product or service I received does not conform with advertisement promise of a trader or my order en using the product or service 1 2 2 The performance of the product or service is not of the proper quality 1 2 3 The product does not comply with the qualities of the sample or model that was shown to me 1 2 4 The product or service is not fit for its ordinary purpose 1 2 5 The product service does not possess the quality and performance that are normally to be expected from this type of product servi ce 3 2 1 1 Prerequisites The creation of a new entry in Table Potential Requests requires that definition of the Nation al Legislation has been completed see section 3 1 Customisation of the National Legislatio
74. minated contract 2 The contract contains a clause waiving rights con ferred upon me by the Law on Consumer Protec Manual for Administrators v1 0 Page 104 The Consumer Complaints Register CCR in Serbia tion I was not informed about surety 9 Provider change switching 9 1 Provider change switching The provider does not allow me to switch to an other provider or asks me to fulfil additional pre conditions or to pay additional expenses for con tracts for provision of services of general econom ic interest I have to wait for more than 30 days before being allowed to switch to another provider for con tracts for provision of services of general econom ic interest 10 Safety covers both goods including food and services 10 1 Product safety covers both goods including food and services The product service presents a risk for my health or safety The product was not installed correctly by the seller The wrapping packaging of the product presents risks for health or safety 10 2 Package labelling and instructions covers both goods including food and services I was not informed on the inherent risks of the product service I did not receive the necessary information warn ings or instructions for use of the product service The information warnings or instructions for use that I received were not in the Serbian language The product was installed by me but inco
75. n yet this is the case only if one or more items of Potential Requests are linked to National Leg islation items It must also be stressed that amending the Registered Potential Requests requires the prior preparation of a complete list of items appropriately coded and inter linked as presented in Annex 1 3 Potential Consumer Requests Otherwise the overall functionality of the system and or the functions for statistics may be severely affected Manual for Administrators v1 0 Page 11 The Consumer Complaints Register CCR in Serbia 3 2 2 Modifying an existing Potential Request On top left of the application window Potential Requests select Registered Potential Requests to access the list of items already registered into the system The set of Registered Potential Requests as they are pre defined upon initial system installa tion is presented in Annex 1 3 Potential Consumer Requests In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help Porential Requests x E Registered Porential Requests Add New Porential Request Registered Porential Requests Code Name Belongs To 1 Information on price h cy 10 Reconnecting the service 11 Termination of the contract 12 Withdrawal from the contract use of statutory cooling off period a B Recalculation revision of the price other costs g 14 Receiving dear invoice bill receipt
76. n Registered Bodies 192 168 1 129 ccr main asp My Workspace Ad Bodies x B Registered Bodies Add New Body Add New Body Denomination Body Type x Contact Person Body Category Position Body Location we Address City Telephone 4 4 1 1 Prerequisites The creation of a new entry in Table Body requires the prior creation of the following pre defined data e Body Locations see 4 1 Customisation of Body Locations e Body Categories see 4 2 Customisation of Body Categories and Manual for Administrators v1 0 Page 33 The Consumer Complaints Register CCR in Serbia e Body Types see 4 3 Customisation of Body Types Manual for Administrators v1 0 Page 34 The Consumer Complaints Register CCR in Serbia 4 4 2 Modifying an existing Body On top left of the application window Bodies select Registered Bodies to access the list of items already registered into the system The set of Registered Bodies as they are pre defined upon initial system installation is pre sented in Annex 3 1 Default Bodies amp Users In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help Bodies x E Registered Bodies Add New Body Registered Bodies Denomination City Not Applicable Association of Consumers in Serbia APOS Novi Sad Centre for Consrtuctive Dispute Resolution Belgrade Consumer Org
77. n be reasonably expected The product is defective as a result of improper installation by the trader The product is defective as a result of improper installation instructions received from the trader The 2 year duration of the statutory warranty has been questioned by the trader I was required by the seller to prove the defect although this became apparent within the first 6 months after conclusion of the contract delivery of Manual for Administrators v1 0 Page 100 The Consumer Complaints Register CCR in Serbia the good 15 The seller of a second hand good denies a 1 year statutory warranty 5 2 Commercial guarantee not honoured 1 received a commercial guarantee which actually restricts or excludes the application of the statuto ry warranty 2 The trader does not fulfil the promises included in the contractual guarantee 3 The contractual guarantee that was accompanying the product bought was not written in the Serbian language 6 Redress 6 1 Difficult access to redress 1 I am not given free choice between repair or re placement of the non conforming defective prod uct 2 I am not given free choice between repair or re placement of the non conforming defective prod uct and refund of the price paid 3 The trader refuses to replace the product though this is at least the second time that the same defect occurs 4 The trader requires unreasonable preconditions or time for redress to be
78. nancial Services Payment account and payment services 3 2 Financial Services Credit excluding mortgage home loans 3 3 Financial Services Mortgages Home loans 3 4 Financial Services Savings 3 5 Financial Services Other 3 6 Investments pensions and securities 3 7 Non life Insurance Home and property 3 8 Non life Insurance Transport 3 9 Non life Insurance Travel 3 10 Non life Insurance Health accident and other 3 11 Insurance Life 4 Postal services and electronic communications 4 1 Postal services amp couriers 4 2 Fixed telephone services 4 3 Mobile telephone services 4 4 Internet services 4 5 Television services 4 6 Other communication services 5 Transport services 5 1 Tram bus metro and underground 5 2 Railways 5 3 Airlines 5 4 Taxi 5 5 Sea river other water transport 5 6 Transport infrastructure services 5 7 Rental services 6 Leisure Services 6 1 Hotels and other holiday accommodation 6 2 Package travel 6 3 Travel agency services 6 4 Timeshare and similar 6 5 Restaurants and bars 6 6 Services related to sports and hobbies 6 7 Cultural and entertainment services 6 8 Gambling lotteries Manual for Administrators v1 0 Page 120 The Consumer Complaints Register CCR in Serbia 6 9 Other leisure services 7 Energy and Water 7 1 Water 7 2 Electricity 7 3 Gas 7 4 Other energy sources 8 Health 8 1 Prescribed medication 8 2 Over the counter me
79. ned List Annex 2 4 One may be selected at Level 2 e Selector L3 Predefined List Annex 2 4 One may be selected at Level 3 Details about the Transaction Transaction ECCRS Advertising Method used to advertise the product service to the con sumer VV e Selector Predefined List Annex 2 3 7 Advertising Method One option may be selected Selling Method used to Carry out the Transaction e Selector LI Predefined List Annex 2 3 6 Selling Method One option may be selected at Level 1 e Selector L2 Predefined List Annex 2 3 6 Selling Method gi One option may be selected at Level 2 Date of Purchase Price Paid e Selector Predefined List Annex 2 3 11 Value of the Trans y action One option may be selected e Value If item Amount is Selected Currency e Selector Predefined List Annex 2 3 10 Currency One op tion may be selected Default Selection RSD 111 Other Means of Payment used to curry out the transaction e Selector Predefined List Annex 2 3 8 Means of Payment vv One option may be selected 35 Indicates information that is absolutely required Indicates information that is compulsory in case of a Complaint Indicates that a phone number or an email address is absolutely necessary Indicates information highly desirable 36 V Indicates the field is along the m
80. nees iasmeetusasis msvastendevactyetaasbacasnrmaianeedeules 32 4 4 1 Creating a New entry in Table Bodies iccccccccescccsasncsscessecestansscezcsevecceeseseceneeses 33 BALL Prereguisite Suessi ar a A TE 33 Manual for Administrators v1 0 Page i The Consumer Complaints Register CCR in Serbia 4 4 2 Modifying an existing BOdY cc ceessccssncecssececesececesececssececseeeeseeeeneeeesaeeees 35 5 CUSTOMISATION FOR COMPATIBILITY WITH ECCRS 1 0 ccecceecececeseesseeeseesceseceaeseeeaeeeeaees 37 5 1 CUSTOMISATION OF TABLE PARTIES TYPES 0 siocisssssistesncsscseveesestseadavagensgeustesoessnadestess 38 5 1 1 Creating a New Entry in Table Parties Types sssnsesesesesseesseessersseresseressees 39 DELL Prerequisites rtt n et re arein aes aaen ted e Eea EES 39 5 1 2 Modifying an existing Entry in Table Parties Type seeeeeeseeesreerereereree 40 5 2 CUSTOMISATION OF TABLE COUNTRIES iis veccsscsssincssstsapeaceusbevaeds vedeaversensagsebabendeuabisenses 42 52 1 Creating a New Entry in Table Countries 0000 0 cece eeecceceseeeceeeeeeeeeceeeeeeeenaeeees 43 Does SPREE GUISES isc teicteusauts teacaiceoateddecateatecuetwnin Ses atu dealt estas nts Mama tcad aM tetas 43 5 2 2 Modifying an existing item in Table Countries seeeeseseeeeeeesereeeresereresrresresree 44 5 3 CUSTOMISATION OF TABLE REASONS FOR CONTACT ssssssssssessersrreresrsrrsresrrerssrsreees 46 5 3 1 Creating a New Entry in Table Reasons for Contact sssseess
81. ng off period E a B Recalculation revision of the price other costs 7 14 Receiving dear invoice bill receipt 15 Refunding of the price paid in total E 16 Refunding of paid price in part 17 Adjustment of the compensation proposed by the trader 18 Repair of the non conforming product free of charge 19 Replacement of the product 2 Information on product or service 20 Repair of the service 21 Obtain an equivalent service 2 Reinstallation of the product by the seller 23 Obtaining spare parts necessary for the maintenance or repair of the product 5 Admin Administrator 04 03 2013 elox On the top left of the application window Potential Requests you may select l Registered Potential Requests default to access the list of Registered items of Potential Requests and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Potential Re quests Manual for Administrators v1 0 Page 10 The Consumer Complaints Register CCR in Serbia 3 2 1 Creating a New entry in Table Potential Requests On the top left of the application window Potential Requests select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item These are 1 Code The Code of the new item 2 Name The descriptive text for the new item 3 Belongs to Option An item of the Registered Potential Requests where the new ite
82. ns 64 Mobile commerce 65 Market trade fair 66 Auctions 67 Internet auctions 68 Selling away from business premises off premises 69 Other selling methods 70 Do not know 71 Not applicable Manual for Administrators v1 0 Page 115 The Consumer Complaints Register CCR in Serbia Manual for Administrators v1 0 Page 116 The Consumer Complaints Register CCR in Serbia ANNEX 2 3 ECCRS GENERAL INFORMATION ADDI TIONAL DATA AND FIELDS 6 7 Advertising method 71 Face to face 72 Phone call 73 Text message 74 Audio visual TV etc 75 Print newspaper brochure flyer etc 76 Internet website 77 E mail 78 Radio 79 Outdoor fixed advertising such as on billboards or mobile advertising such as on vehi cles 80 Other 81 Do not know 82 Not applicable 7 8 Means of payment 81 Cash 82 Debit card 83 Credit card 84 Paper cheque paper based vouchers and paper based traveller s cheques 85 Credit transfer 86 Direct debit 87 Electronic money 88 Money remittance 89 Pre paid cards 90 Mobile payments e g SMS 91 Other 92 Do not know 93 Not applicable 8 9 Name of the trader 8 1 91 Free text 8 2 92 Do not know 9 10 Currency 101 EUR 102 BGN 103 CZK 104 DKK 105 EEK 43 For further details see Section A Subsection 2 of the Annex of the Commission Recommendation of 12 5 2010 on the use of a harmonised methodology for classifying and reporting consumer complaints and en quiries SEC 2010 572 C 2010 3021 final M
83. ntre 1 chbBcOn Slavko Mitrovic CHB Consultant CHB Consultant Ministry Complaint Han 1 chbBm3r Andjeko Spade CHB Manager Not Applicable Ministry Complaint Han 1 chbBmco Zdravko Miloshevic CHB Manager amp Consul CHB Consultant Ministry Complaint Han 1 Mios01 Mios Skendzic CHB Consultant CHB Consultant Republican Union of Co 1 sadm System Administrator System Administrator Not Applicable Not Applicable 1 sec Sec Sec Secretariat Not Applicable Not Applicable 1 sup Super Visor Supervisor Not Applicable Not Applicable 1 tadm Technical Admin Technical Administrator Not Applicable Not Applicable 14 web web web Web User Web Not Applicable 18 Admin Administrator 05 03 2013 jox On top left of the application window User Accounts you may select 1 Registered User Accounts default to access the list of Registered User Accounts and consequently the tools for amending their details 2 Add New to access the tool for the creation of a New User Account Manual for Administrators v1 0 The Consumer Complaints Register CCR in Serbia 6 1 1 Creating a New User Account On top left of the application window User Accounts select Add New to access the environ ment for the creation of the New User Account J CCR Mozilla Fi 192 168 1 129 ccr main asp My Workspace Administration Help User Accounts x Registered User Accounts Add New User Account Add New User Account Role x Act
84. od of time of 14 days in case of distance and off premises contracts and in case of timeshare agreements 2 The trader denies my right to renounce the con tract within the foreseen period of time of 14 days in case of distance and off premises contracts and in case of timeshare agreements 3 The contract does not contain any information on my right to withdraw from contract at any time prior to commencement of the package tour for package travel contracts 4 The trader denies my right to renounce the con tract at any time prior to commencement of the package tour for package travel contracts 5 The trader does not accept that I pass the contract to another person before departure for package travel contracts 8 5 Payments e g prepayments and 1 I was not informed about the means of payment instalments and payment related costs 2 I concluded a distance off premises timeshare contract and was asked to make an advance pay ment before the expiration of the withdrawal peri od 3 Iam not allowed to pay for my long term holiday product in yearly instalments 8 6 Rescission of contract 1 The trader denies my right to rescind the contract 8 7 Minimum contractual period 1 I was not informed about a minimum contractual period 2 The minimum contractual period is not stated in my contract 8 8 Other issues related to contracts and 1 I want to cancel ancillary contracts that are linked sales to my ter
85. oduct or service is not fit for its ordinary purpose 5 The product service does not possess the quality and performance that are normally to be expected from this type of product service 6 The product service is of too poor quality consid ering the price paid 1 3 Not fit for particular purpose 1 The product service does not fit for the particular purpose for which I bought it and which I made known to the seller or which the seller could have reasonably expected 2 Delivery of goods Provision of ser vices 2 1 Not delivered not provided 1 I did not receive ordered product or service 2 2 Partially delivered partially provid ed 1 I received only a part of the ordered product or service 2 Ireceived a product that was sent without essential spare parts which were advertised as ancillary items sold with the product 3 Iwas provided a service without the ancillary services which were advertised as accompanying the supply of the service 2 3 Delay 1 The delivery of the product or provision of the service I ordered was not made within the time 38 The provisions of the 2010 Law on Consumer Protection have been taken into consideration Manual for Administrators v1 0 Page 97 The Consumer Complaints Register CCR in Serbia that was agreed upon The delivery of the product or provision of the service I ordered is being delayed I bought the product service a
86. of the application window Awareness of CCR you may select 1 Registered Awareness default to access the list of Registered Types of Awareness and consequently the tools for amending their details Manual for Administrators v1 0 Page 14 The Consumer Complaints Register CCR in Serbia 2 Add New to access the tool for the creation of a new entry in Table Type of Aware ness Manual for Administrators v1 0 Page 15 The Consumer Complaints Register CCR in Serbia 3 3 1 Creating a New entry in Table Type of Awareness On top left of the application window Awareness of CCR select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item The se are 1 Code The Code of the new Item 2 Name The descriptive text for the new Item To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Awareness 192168 1129 ccr main asp My Workspace Administration gt Help Awareness of CCR Registered Awareness Add New Awareness Add New Awareness Code Name Le 3 3 1 1 Prerequisites The creation of a new entry in Table Type of Awareness does not require the prior creation of any other predefined parameter Manual for Administrators v1 0 Page 16 The Consumer Complaints Register CCR in Serbia 3 3 2 Modifying an existing Type of Awar
87. on the Administrator can amend the predefined data utilised by the system with regard to the system compatibility with the European Consumer Complaint Registration System EC CRS The relevant CCR functions refer to the customisation of the following predefined da ta Parties involved Countries Reasons for Contact Selling Methods Advertising Methods Means of Payment Currencies Types of Values Values CONAN RYWN 10 Sector Information and 11 Types of Complaint Enquiry Access to these functions is possible via the application Main Menu under the selection Ad ministration Customisation ECCRS 192 168 1 129 cc My Workspace Administration Help Institutions Organisations Customization CCR Customisation ECCRS RI Parties Access Control RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods Type of Complaint Enquiry Manual for Administrators v1 0 Page 37 The Consumer Complaints Register CCR in Serbia 5 1 Customisation of Table Parties Types On the Main Menu select Administration Customisation ECCRS RI Parties Institutions Organisations P Customization CCR ie Customisation ECCRS b RI Parties Access Control RI Countries RI Reasons for Contact RI Selling Methods RI Advertising Methods Al Means of Payment Al Currendes Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 12
88. or x Body x Name Surname Email Login Password Status 17 elox You may then fill in the details for the User Account These are 1 Role The Role assigned to the User Select one from the predefined list 2 Actor The Actor assigned to the User Select one from the predefined list 3 Body The Body where the User works for Select one of the predefined Bod ies using the pop down selector see section 4 Customisation of Institu tions Organisations 4 Name The first name of the User 5 Surname The last name of the User 6 Email The Email Address of the User 7 Login The Login ID of the User The Login ID is case sensitive and must consist of 7 16 characters with at least one numeric character 0 to 9 at least one capital letter A to Z and at least one small letter a to z 8 Password The Password of the User The Password is case sensitive and must consist of 7 16 characters with at least one numeric character 0 to 9 at least one capital letter A to Z and at least one small letter a to z 9 Status Click on the check box to activate or inactivate the user as required 30 See Annex 1 4 CCR Customisation Other Data for a list of the integrated User Roles 31 See Annex 1 4 CCR Customisation Other Data for a list of the integrated Actors Manual for Administrators v1 0 Page 85 The Consumer Complaints R
89. ow Value of the Transaction 113 Not applicable Value of the Transaction 121 Amount integer two decimal points e g 10 50 Value of the Loss Incurred by the Consumer 122 Do not know Value of the Loss Incurred by the Consumer 123 Not applicable Value of the Loss Incurred by the Consumer Admin Administrator 05 09 2013 S O 1 On the top left of the application window AI Values you may select 1 Registered Values default to access the list of Registered Values and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Value Manual for Administrators v1 0 Page 70 The Consumer Complaints Register CCR in Serbia 5 9 1 Creating a New Entry in Table Values On top left of the application window AI Values select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Value Code 2 Name The descriptive text for the Value 3 Value Type Predefined Select from the predefined list 4 Enable Amount Check if the Value refers to an amount To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Values 192 168 1 129 ccr main asp My Workspace Administration Help AL Values x Registered Values Add New Value
90. r to departure 8 2 Lack of information 1 The contract does not include the terms that are required by law 2 The presentation of the contract is not the one required by law 3 The trader did not inform me about the contract terms prior to the conclusion of the contract 4 The contract was not made available to me before the conclusion of the contract despite my request 5 The trader omitted to inform me about a term which is especially relevant 6 The information on contract terms that I received was inadequate unclear confusing or misleading 7 The contract terms are not in the Serbian language 8 The contract terms are written in a manner which is not intelligible or which is confusing or ambig uous 9 The lay out of the contract is unclear Manual for Administrators v1 0 Page 103 The Consumer Complaints Register CCR in Serbia 10 There are terms or small prints that I am not able to read 11 The contract refers to documents that I was not given access to 12 The trader did not inform me The contract does not contain information about the availability of out of court redress 8 3 Order confirmation not re 1 I did not receive order confirmation or received ceived wrong wrong confirmation 2 I did not receive a copy of the concluded agree ment 8 4 Cooling off period Right of with 1 The trader did not inform me about my right to drawal withdraw from the contract within a peri
91. rior creation of any other predefined parameter Manual for Administrators v1 0 Page 39 The Consumer Complaints Register CCR in Serbia 5 1 2 Modifying an existing Entry in Table Parties Type On top left of the application window RI Party Types select Registered Party Types to access the list of items already registered into the system The set of Registered Party Types as they are pre defined upon initial system installation is presented in Annex 1 4 CCR Customisation Other Data In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help Party Types x E Registered Party Types Add New Party Type Registered Partys Types Name Consumer Trader Admin Administrator 05 03 2013 Le This will present the environment with the details of the specific item My Workspace Administration Help Party Types x Registered Party Types Q Add New Party Type Edit Party Type Name Trader Cancel Delete OK Admin Administrator 05 03 2013 aox Manual for Administrators v1 0 Page 40 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Party Types Deletion of an entry is only possible if it is not linked to ot
92. rrect installation is due to incomplete or wrong instruc tions 11 Privacy and data protection 11 1 Data protection After terminating the contract I keep on receiving unsolicited offers 11 2 Privacy The trader asked me data concerning my profes sional and personal life which are not necessary for the conclusion of the contract The trader asked me data concerning my profes sional and personal life which are not necessary for the submission of a complaint 11 3 Other issues related to privacy and data protection 12 Other issues Manual for Administrators v1 0 Page 105 The Consumer Complaints Register CCR in Serbia Manual for Administrators v1 0 Page 106 The Consumer Complaints Register CCR in Serbia ANNEX 1 3 POTENTIAL CONSUMER REQUESTS ae YN nN 2T 28 29 30 31 32 33 34 35 Information on price Information on product or service Information on terms of contract Receiving a sample of the contract Obtain information on the content of the statutory warranty associated with the prod uct Obtain information on the content of the commercial guarantee associated with the product Obtain the commercial guarantee associated with the product in the Serbian language Delivery of the product Provision supply of the service 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Reconnecting the service Termination of
93. rts equipment musical instruments etc 1 Consumer Goods 117 New cars 1 Consumer Goods 118 Second hand cars 1 Consumer Goods 119 Other personal transport 1 Consumer Goods 12 Food Meat 1 Consumer Goods 1 20 Spares and accessories for vehicles and other means of personal transport 1 Consumer Goods 1 21 Fuels and lubricants for vehides and other means of personal transport 1 Consumer Goods 1 22 Books magazines newspapers stationery excluding postal delivery 1 Consumer Goods a Admin Administrator 05 03 2013 aox This will present the environment with the details of the specific item CCR Mozilla Firefo 192 168 1 129 cct main asp My Workspace Administration Help Sector Information x Registered Sector Information Add New Sector Information Edit Sector Information Code 1 12 Name Large domestic household appliances including vacuum cleaners and microwaves Belongs To 1 Consumer Goods nA Cancel Delete K Admin Administrator 05 09 2013 jox Manual for Administrators v1 0 Page 76 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the sys tem 2 Delete the entry 3 Cancel the action and return back to the list of Registered Sector Information 7 Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 77 The Consumer Complain
94. ry ADR Ministry Call Centre Stats Ministry Complaint Handing Body Republican Union of Consumers Sector of Market Inspection Department for General Supervision MFITT Sector of Market Inspection MFITT Admin Administrator 05 03 2013 Gioxx To Create the New User in the system click OK To abandon the Creation of the New User click Cancel To see the list of Registered User Accounts click on Registered User Accounts on the top of the application window 6 1 1 1 Prerequisites The creation of a new User Account requires the prior creation of e the Body where the User is physically allocated see section 4 Customisation of Insti tutions Organisations Manual for Administrators v1 0 Page 87 The Consumer Complaints Register CCR in Serbia 6 1 2 Modifying a User Account On top left of the application window User Accounts select Registered User Accounts to ac cess the list of Users already registered into the system The set of Registered User Accounts as they are pre defined upon initial system installation is presented in Annex 3 1 Default Bodies amp Users In order to view and potentially modify the details of a specific User Account double click on the desired item in the list My Workspace Administration Help User Accounts x E Registered User Accounts Add New User Account Registered User Account Login Name Surname Role Actor Body Ste adm Admin Administrator Administrator Not Applicabl
95. s Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 133 Bios This opens the application window AI Types of Values where the Registered Types of Values are displayed by default RE Type of Value x B Registered Types of value Q Add New Type of Value Registered Types of Value Code Name 1 Value of the Transaction 12 Value of the Loss Incurred by the Consumer Admin Administrator 05 03 2013 Le On the top left of the application window AI Types of Values you may select 1 Registered Types of Values default to access the list of Registered Types of Values and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Type of Value Manual for Administrators v1 0 Page 66 The Consumer Complaints Register CCR in Serbia 5 8 1 Creating a New Entry in Table Types of Values On top left of the application window AI Types of Values select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Type of Value Code 2 Name The descriptive text for the Type of Value To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Types of Values 192168 1129 ccr main asp My Workspace Admini
96. s gt Customization CCR ls customisatoneccrs gt RI Parties Access Control L RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods Al Means of Payment Al Currencies Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 113 Bios This opens the application window AJ Payment Methods where the Registered Payment Methods are displayed by default My Workspace Administration Help RE Payment Method x E Registered Payment Methods Add New Payment Method Registered Payment Methods Code Name 81 Cash 82 Debit card 83 Credit card 84 Paper cheque paper based vouchers and paper based traveller s cheques 85 Credit transfer 86 Direct debit 87 Electronic money 88 Money remittance 89 Pre paid cards 90 Mobile payments e g SMS 91 Other 92 Do not know 93 Not applicable Admin Administrator 05 09 2013 Sl ole On the top left of the application window AZ Payment Methods you may select 1 Registered Payment Methods default to access the list of Registered Payment Meth ods and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Payment Method Manual for Administrators v1 0 Page 58 The Consumer Complaints Register CCR in Serbia 5 6 1 Creating a New Entry in Table Payment Methods On top left of the application window AI Payment Methods
97. s for Contact to access the list of items already registered into the system The set of Registered Reasons for Contact as they are pre defined upon initial system installa tion is presented in Annex 2 2 ECCRS General Information Recommended Data and Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help RI Reason for Contact Registered Reasons fror Contact 9 Add New Reason for Contact Registered Reasons for Contact Code Name 4 Complaint 42 Enquiry Admin Administrator 05 09 2013 This will present the environment with the details of the specific item 192 168 1 129 ccr main asp My Workspace Administration Help RI Reason for Contact Registered Reasons fror Contact Add New Reason for Contact Edit Reasons for Contact Code 42 Name Enquiry Cancel Delete OK Admin Administrator 05 03 2013 Manual for Administrators v1 0 Page 48 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Reasons for Contact S Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 49 The Consumer Complaints Register C
98. satons P podesLocatons Customization CCR Bodies Categories Customisation ECCRS gt BodesTypes Access Control Bodies 192 168 1 129 cct main asp 133 Gox This opens the application window Bodies Types where the Registered Body Types are dis played by default My Workspace Administration Help Bodies Types x Registered Bodies Types Add New Body Type Registered Bodies Types Name Not Applicable ADR ccp cHe Consumer Advice Centre CAC elox Admin Administrator 05 09 2013 On the top left of the application window Bodies Types you may select 1 Registered Bodies Types default to access the list of Registered Body Types and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Body Type Manual for Administrators v1 0 Page 28 The Consumer Complaints Register CCR in Serbia 4 3 1 Creating a New entry in Table Body Types On top left of the application window Bodies Types select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item These are 1 Name The name of the Type 2 Description Optional A description of the Type if required To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Bodies Types 192 168 1 129 ccr main a
99. select Add New to access the en vironment for the creation of a new entry You may then fill in the details of the new item in accordance to the ECCRS Methodology These are 1 Code The Payment Method Code 2 Name The descriptive text for the Payment Method To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Payment Methods 192168 1 129 ccr main asp My Workspace Administration Help RI Payment Method x Registered Payment Methods Add New Payment Method Add New Payment Method Code Name 5 6 1 1 Prerequisites The creation of a new entry in Table Payment does not require the prior creation of any other predefined parameter S See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 59 The Consumer Complaints Register CCR in Serbia 5 6 2 Modifying an existing item in Table Payment Methods On top left of the application window AI Payment Methods select Registered Payment Meth ods to access the list of items already registered into the system The set of Registered Payment Methods as they are pre defined upon initial system installa tion is presented in Annex 2 3 ECCRS General Information Additional Data And Fields In order to view and potentially modify the details of a specific item double click on the de
100. sp My Workspace Administration gt Help Bodies Types B Registered Bodies Types Add New Body Type Add New Body Type Name Description 4 3 1 1 Prerequisites The creation of a new entry in Table Body Type does not require the prior creation of any other predefined parameter Manual for Administrators v1 0 Page 29 The Consumer Complaints Register CCR in Serbia 4 3 2 Modifying an existing Body Type On top left of the application window Bodies Types select Registered Bodies Types to access the list of items already registered into the system The set of Registered Body Types as they are pre defined upon initial system installation is presented in Annex 1 4 CCR Customisation Other Data In order to view and potentially modify the details of a specific item double click on the de sired item in the list 192 168 1 129 ccr main asp My Workspace Administration Help Bodies Types x Registered Bodies Types Add New Body Type Registered Bodies Types Name Not Applicable ADR ccp CHB Consumer Advice Centre CAC Admin Administrator 05 03 2013 Le This will present the environment with the details of the specific item My Workspace Administration Help Bodies Types x Registered Bodies Types Add New Body Type Edit Body Types m Name ccp Description Cancel Delete OK Admin Administrator 05 03 2013 Qox Manual for Administrators v1 0 Page
101. ss the environ ment for the creation of a new entry You may then fill in the details of the new item in ac cordance to the ECCRS Methodology These are 1 Code The Currency Code 2 Name The international code for the Currency To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Currencies 192 168 1 129 cc1 main asp My Workspace Administration gt Help RI Currency x Registered Currencies Add New Currency Add New Currency Code Name 5 7 1 1 Prerequisites The creation of a new entry in table Currencies does not require the prior creation of any other predefined parameter 2 See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 63 The Consumer Complaints Register CCR in Serbia 5 7 2 Modifying an existing item in Table Currencies On top left of the application window AI Currencies select Registered Currencies to access the list of items already registered into the system The set of Registered Currencies as they are pre defined upon initial system installation is presented in Annex 2 3 ECCRS General Information Additional Data And Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help
102. ssible if it is not linked to other data in the database Manual for Administrators v1 0 Page 18 The Consumer Complaints Register CCR in Serbia 4 CUSTOMISATION OF INSTITUTIONS ORGANISATIONS Either upon initial installation of the system or whenever such needs will arise during its op eration the Administrator can amend the predefined data utilised by the system with regard to the Bodies involved in teh operation of the CCR The relevant CCR functions refer to the cus tomisation of the following predefined data 1 Body Locations 2 Body Categories 3 Body Types 4 Bodies Access to these functions is possible via the application Main Menu under the selection Ad ministration Institutions Organisations My Workspace Administration Help Institutons Organisations gt Bodies Locations Customization CCR b Bodies Categories Customisation ECCRS P Bodies Types Access Control b Bodies Manual for Administrators v1 0 Page 19 The Consumer Complaints Register CCR in Serbia 4 1 Customisation of Body Locations On the Main Menu select Administration Institutions Organisations Bodies Locations My Workspace Administration 7 Help __Institutions Organisations gt Bodies Locations Customization CCR bodes corporis Customisation ECCRS P Bodies Types Access Control P Bodies 192168 1 129 ccr main asp 133 Gox This opens the application window Bodies Locations where the Registered Bod
103. stration Help RI Type of Value x Registered Types of Value Add New Type of Value Add New Type of Value Code Name 5 8 1 1 Prerequisites The creation of a new entry in Table Type of Value does not require the prior creation of any other predefined parameter See Annex 2 1 The European Consumer Complaint Registration System ECCRS Manual for Administrators v1 0 Page 67 The Consumer Complaints Register CCR in Serbia 5 8 2 Modifying an existing item in Table Types of Values On top left of the application window AI Types of Values select Registered Types of Values to access the list of items already registered into the system The set of Registered Types of Values as they are pre defined upon initial system installation is presented in Annex 2 3 ECCRS General Information Additional Data And Fields In order to view and potentially modify the details of a specific item double click on the de sired item in the list My Workspace Administration Help RI Type of Value x B Registered Types of Value Q Add New Type of Value Registered Types of Value Code Name il Value of the Transaction 12 Value of the Loss Incurred by the Consumer Admin Administrator 05 09 2013 Le 192 168 1 129 ccr main asp My Workspace Administration Help RE Type of Value x Registered Types of value Q Add New Type of Value Edit Types of Value Code 12 Name Value of the Loss In
104. t 16 4 Unjustified invoicing billing 16 5 Debt collection 16 6 Other issues related to invoicing billing and debt collection Warranty statutory guarantee and commercial guarantees 17 1 Warranty statutory guarantee not honoured 17 2 Commercial guarantee not honoured Redress 18 1 Difficult access to redress 18 2 No redress 18 3 Part or incorrect redress 18 4 Delayed redress 18 5 Other issues related to redress Unfair Commercial Practices 19 1 Misleading contractual terms and conditions 19 2 Incorrect or misleading indication of prices tariffs and labelling 19 3 Misleading advertising 19 4 Unsolicited advertising 4 For further details see Section C of the Annex of the Commission Recommendation of 12 5 2010 on the use of a harmonised methodology for classifying and reporting consumer complaints and enquiries SEC 2010 572 C 2010 3021 final Manual for Administrators v1 0 Page 123 The Consumer Complaints Register CCR in Serbia 19 5 Unsolicited goods or services 19 6 Aggressive selling practices 19 7 Fraudulent practices 19 8 Other unfair commercial practices 20 Contracts and sales 20 1 Unfair contractual terms change of contractual terms 20 2 Lack of information 20 3 Order confirmation not received wrong 20 4 Cooling off period Right of withdrawal 20 5 Payments e g prepayments and instalments 20 6 Rescission of contract 20 7 Minimum contractual period 20 8 Other issues related to contracts and sales 21
105. t distance or away from business premises and the ordered prod uct service has not been delivered within 30 days 2 4 Not available No access The product service that trader is selling is not available for sale and or delivery I was not informed that the product service is not available 25 Refusal to sell provide a good or a service I was denied the purchase of a product or service 2 6 Suspension of the delivery of a good or the provision of a service without prior notice The delivery of the product or provision of the service was suspended without prior notice The supply of service of general economic interest was suspended although 60 days as of the receipt of the first unpaid bill did not pass The supply of service of general economic interest was suspended although I have not been informed in writing about the term of payment prior to dis connection 2 7 Opening hours The trader does not respect the announced opening hours Iam not able to reach the trader because shop is always closed 2 8 Customer service Customer service claims that it is not in charge of dealing with my complaint There is no customer service to whom I could address my self There is no help line 2 9 After sales service assistance The trader refuses to provide any after sales sup port The provider does not have spare parts necessary for the maintenance or repair of the product 2 10
106. the contract Withdrawal from the contract use of statutory cooling off period Recalculation revision of the price other costs Receiving clear invoice bill receipt Refunding of the price paid in total Refunding of paid price in part Adjustment of the compensation proposed by the trader Repair of the non conforming product free of charge Replacement of the product Repair of the service Obtain an equivalent service Reinstallation of the product by the seller Obtaining spare parts necessary for the maintenance or repair of the product Compensation in money for the damage caused by the product Compensation in money for the damage caused by the service Obtain information contract and or and instructions of use for the product service in the Serbian language Obtain information on redress means and procedures Stopping misleading advertising about a product or service Stopping misleading or unclear labelling of the product Stopping reception of unsolicited goods services Stopping reception of unsolicited mails advertisements Stopping aggressive selling practices Stopping fraudulent selling practices Request the Authorities to take measures for the application of the law Other please detail Manual for Administrators v1 0 Page 107 The Consumer Complaints Register CCR in Serbia Manual for Administrators v1 0 Page 108 The Consumer Complaints Register CCR in Serbia ANNEX 1 4 CCR CUSTOMISATION
107. tomisation ECCRS AI Currencies My Workspace Administration Help Institutions Organisations gt Customization CCR ls Customisation ECCRS RI Parties Access Control Le RI Countries RI Reasons for Contact RI Selling Methods RI Advertising Methods Al Means of Payment Al Currencies Al Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 113 lox This opens the application window AI Currencies where the Registered Currencies are dis played by default E Firefo J 192 168 1 129 ccr main asp My Workspace Administration Help RI Currency x Registered Currencies Add New Currency Registered Currencies Code Name 101 EUR 102 BGN 103 cx 104 DKK 395 EEK 106 HUF 107 ve 108 im f 109 PLN 110 RON 111 SEK 112 GBP 113 ISK 114 CHE Ly us NOK 116 usD S Admin Administrator 05 09 2013 aioz On the top left of the application window AI Currencies you may select 1 Registered Currencies default to access the list of Registered Currencies and conse quently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Currency Manual for Administrators v1 0 Page 62 The Consumer Complaints Register CCR in Serbia 5 7 1 Creating a New Entry in Table Currencies On top left of the application window AI Currencies select Add New to acce
108. tor of Market Inspection MFITT Belgrade jox Admin Administrator 05 09 2013 On the top left of the application window Bodies you may select 1 Registered Bodies default to access the list of Registered Bodies and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Body Type Manual for Administrators v1 0 Page 32 The Consumer Complaints Register CCR in Serbia 4 4 1 Creating a New entry in Table Bodies On top left of the application window Bodies select Add New to access the environment for the creation of a new entry You may then fill in the details of the new item These are 1 Denomination The name of the Body 2 Contact Person The name of the Contact Person Last First Name 3 Position The function of the Contact Person 4 Address The official address of the Body 5 City The City of the Body 6 Telephone The Telephone number of the Body 7 Fax The Fax number of the Body 8 Email The Email of the Contact Person 9 Website The Website of the Body 10 Body Type Predefined The Type of the Body 11 Body Category Predefined The Category of the Body 12 Body Location Predefined The Location of the Body 13 Status Click to indicate that the Body is Active To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click o
109. ts Register CCR in Serbia 5 11 Customisation of Table Types of Complaint Enquiry On the Main Menu select Administration Customisation ECCRS Types of Complaint Enquiry My Workspace Administration Help Institutions Organisations gt Customization CCR ls Customisation ECCRS P RI Parties Access Control L RI Countries RI Reasons for Contact RI Seling Methods RI Advertising Methods AI Means of Payment Al Currendes AI Types of Values Al Values Sector Information Type of Complaint Enquiry 192 168 1 129 cct main asp 113 Biol This opens the application window Types of Complaint Enquiry where the Registered Types of Complaint Enquiry are displayed by default j CCR Mozilla Fire qo 192 168 1 129 cct main asp My Workspace Administration Help Type of Complaint Enquiry x E Registered Types of Complaint Enquiry Add New Type of Complaint Enquiry Registered Types of Complaint Enquiry Code Name Belongs To 3 Quality of goods and services a 13 1 Defective caused damage 13 Quality of goods and services 13 2 Notin conformity with order 13 Quality of goods and services 13 3 Not fit for particular purpose 13 Quality of goods and services 14 Delivery of goods Provision of services 141 Not delivered not provided 14 Delivery of goods Provision of services 14 10 Other issues related to the delivery of goods provisions of services 14 Delivery of goods Provision of services 14 2 Part
110. x Manual for Administrators v1 0 Page 22 The Consumer Complaints Register CCR in Serbia You may then 1 Modify the details of the item and click on OK to save the updated data in the system 2 Delete the entry 3 Cancel the action and return back to the list of Registered Body Locations gt Deletion of an entry is only possible if it is not linked to other data in the database Manual for Administrators v1 0 Page 23 The Consumer Complaints Register CCR in Serbia 4 2 Customisation of Body Categories On the Main Menu select Administration Institutions Organisations Bodies Categories My Workspace Administration Help _Institutions Organisations P Bodies Locations Customization CCR gt Bodies Categories Customisation ECCRS Bodies Types Access Control Bodies 192 168 1 129 cct main asp 113 Biol This opens the application window Bodies Categories where the Registered Body Categories are displayed by default My Workspace gt Admi Hep Bodies Categories x B Registered Bodies Categories Add New Body Category Registered Bodies Categories Name Not Applicable Private Organisation Public Administration Admin Administrator 05 03 2013 101 On the top left of the application window Bodies Categories you may select 1 Registered Bodies Categories default to access the list of Registered Body Catego ries and consequently the tools for amending their details
111. y Locations are displayed by default My Workspace Administration Help Bodies Locations B Registered Bodies Locations Add New Body Location Registered Bodies Locations Name Not Applicable Belgrade Serbia Jagodina Serbia Kragujevac Serbia Nis Serbia Novi Sad Serbia elox Admin Administrator 05 09 2013 On the top left of the application window Bodies Locations you may select 1 Registered Bodies Locations default to access the list of Registered Body Locations and consequently the tools for amending their details 2 Add New to access the tool for the creation of a new entry in Table Body Location Manual for Administrators v1 0 Page 20 The Consumer Complaints Register CCR in Serbia 4 1 1 Creating a New entry in Table Body Locations On top left of the application window Bodies Locations select Add New to access the envi ronment for the creation of a new entry You may then fill in the details of the new item The se are 1 Name The name of the Location in the form City Country 2 Description Optional A description of the Location if required To register the new item in the system click on OK To abandon the creation of the new item click Cancel To return to the application window click on Registered Bodies Locations 192168 1 129 ccr main asp My Workspace Administration gt Help Bodies Locations x Registered Bodies Locations Add New Body Location

The Consumer Complaints Register (CCR) in Serbia

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