We would like to inform you that you can file a consumer complaint against us. If your consumer complaint is rejected, you are also entitled to turn to the Conciliation Board applicable for your place of residence or stay: the pre-conditions for initiating the Conciliation Board's proceedings is that firstly the consumer seeks to resolve the dispute with the business directly. At the request of the consumer, the proceedings may be held by a different Conciliation Board instead of the competent board which shall be applicable based on consumer's place of residence or stay.
The business is obliged to cooperate with the Conciliation Board's proceedings.
As of that, the business has an obligation to replyto the Conciliation Board's query and an obligation to appear in front of the Conciliation Board ("ensuring the participation of the person authorized to reach an agreement at the hearing").
In case the registered address or premises of the business are not registered within the applicable county of chamber in operation, the business is obliged to cooperate and resolve the issue by offering the consumer the possibility of reaching a written agreement as per consumer's needs.
In the event the business fails to fulfill it's obligation to cooperate, the Consumer Protection Authority has the power to impose mandatory fines which can be used in case of infringing conduct and legislation breach by the business. There is no option to waive these fines. In addition to the Consumer Protection Act, the relevant provision of the Small and Medium-sized Businesses Act has also been amended, the imposition of fines will not be waived in the case of small and medium-sized businesses either.
The amount of the fine may range from 15,000 HUF to 500,000 HUF. Those non small and medium-sized businesses which are subject to Accounting Act with over 100 million HUF annual net sales may be faced to pay a fine ranging between 15,000 HUF and 5% of their annual net sales - this fine capped at a maximum of 500 million HUF. By introducing these mandatory fines the aim of the legislators is to force cooperation with the Conciliation Boards and to ensure the active participation of the businesses in the Conciliation Board's proceedings.
The Conciliation Board is responsible for resolving consumer disputes outside of court. The Conciliation Board's task is to try to reach an agreement between the parties in order to settle the consumer dispute, and in case of failure it will decide the matter in order to ensure simple, fast, efficient and cost-effective enforcement of consumer rights. At the request of the consumer or the business, the Conciliation Board shall provide advice on the consumer's rights and obligations.
The Conciliation Board's proceedings are initiated at the consumer's request. The request shall be made in writing and submitted to the chairman of the Conciliation Board: the written requirements may be complied with by letter, telegram, telegraph or fax or by any other means which enables the recipient to store the data addressed to him for a sufficient amount of time as per purpose and to display the stored data in an unchanged form and content.
The request has to include:
- the consumer's name and place of residence or stay,
- the name, registered address or premises of the business involved in the consumer dispute,
- the requested Conciliation Board instead of the designated Conciliation Board if the consumer wishes to change,
- a brief description of the consumer's position, the facts and evidence supporting it,
- a statement by the consumer that the consumer has made a attempt to resolve the dispute directly with the business,
- a statement by the consumer that no other Conciliation Board's proceedings were requested in regards the case, no mediation proceedings have been initiated, no civil lawsuit have been lodged and no request was submitted for the issuance of direct claim,
- a motion for the decision making by the board,
- the consumer's signature.
The request must be accompanied by a document or a copy (extract) of which the consumer refers to as evidence, particularly a written statement by the business rejecting the complaint or in absence of this rejection, any other written evidence available to the consumer which proves his/her attempt to solve the issue directly with the business.
If the consumer acts through an authorized person, the authorization must be attached to the request.
More information regards the Conciliation Boards is available here: http://www.bekeltetes.hu
More information regards the competent Conciliation Boards as per regions is available here:
Contact details of Conciliation Board's throughout the country:
Bács-Kiskun County Conciliation Board
Address: 6000 Kecskemét, Árpád krt. 4.
Phone numbers: 06-76-501-500; 06-76-501-525, 06-76-501-523
E-mail: firstname.lastname@example.org; email@example.com
Békés County Conciliation Board
Address: 5600 Békéscsaba, Penza ltp. 5.
Phone number: 06-66-324-976
Borsod-Abaúj-Zemplén County Conciliation Board
Address: 3525 Miskolc, Szentpáli u. 1.
Phone numbers: 06-46-501-091;06-46-501-870
Budapest Conciliation Board
Address: 1016 Budapest, Krisztina krt. 99. III. em. 310.
Phone number: 06-1-488-2131
Csongrád County Conciliation Board
Address: 6721 Szeged, Párizsi krt. 8-12.
Phone number: 06-62-554-250/118
Fejér County Conciliation Board
Address: 8000 Székesfehérvár, Hosszúsétatér 4-6.
Phone number: 06-22-510-310
Győr-Moson-Sopron County Conciliation Board
Address: 9021 Győr, Szent István út 10/a.
Phone number: 06-96-520-217
Hajdú-Bihar County Conciliation Board
Address: 4025 Debrecen, Vörösmarty u. 13-15.
Phone number: 06-52-500-710
Heves County Conciliation Board
Address: 3300 Eger, Faiskola út 15.
Phone number: 06-36-429-612
Jász-Nagykun-Szolnok County Conciliation Board
Address: 5000 Szolnok, Verseghy park 8. III. emelet 305-306.
Phone numbers: 06-56-510-621, 06-20-373-2570
Komárom-Esztergom County Conciliation Board
Address: 2800 Tatabánya, Fő tér 36.
Phone number: 06-34-513-027
Nógrád County Conciliation Board
Address: 3100 Salgótarján, Alkotmány út 9/A.
Phone number: 06-32-520-860
Pest County Conciliation Board
Address: 1055 Budapest, Balassi Bálint u. 25. IV. em. 2. ajtó
Postal address: 1364 Budapest, Pf.: 81
Phone number: 06-1-269-0703
Somogy County Conciliation Board
Address: 7400 Kaposvár, Anna u.6.
Phone number: 06-82-501-026
Szabolcs-Szatmár-Bereg County Conciliation Board
Address: 4400 Nyíregyháza, Széchenyi u. 2.
Phone number: 06-42-311-544
Tolna County Conciliation Board
Address: 7100 Szekszárd, Arany J. u. 23-25. III. emelet
Phone number: 06-74-411-661
Vas County Conciliation Board
Address: 9700 Szombathely, Honvéd tér 2.
Phone number: 06-94-312-356
Veszprém County Conciliation Board
Address: 8200 Veszprém, Radnóti tér 1. földszint 116.
Phone number: 06-88-429-008
Zala County Conciliation Board
Address: 8900 Zalaegerszeg, Petőfi u. 24.
Phone number: 06-92-550-513
In addition to recourse of the Conciliation Board's procedure, the consumer has the right to file a claim through the following channels:
Consumer protection procedure
Complaints made to the consumer protection authorities. If you notice a breach of your consumer rights, you have the right to file a complaint to the competent consumer protection authority based on your place of residence. Following the assessment of the complaint, the authority may decide to conduct the consumer protection procedure. The official first level tasks of the Consumer protection authorities are performed by the competent capital city and county government offices according to the consumer's place of residence, the list of which can be found here: http://www.kormanyhivatal.hu/
Court procedure. The customer is entitled to enforce his claim arising from a consumer dispute in court as a form of civil procedure in accordance with Act V of 2013 on the Civil Code and Act CXXX of 2016 on the Code of Civil Procedure.
Online dispute resolution platform
The European Commission has set up a website where consumers can register, allowing them to settle their online shopping disputes by completing and submitting a request, by this avoiding a court procedure. This allows consumers to enforce their rights without being prevented to do so by any obstacles (e.g. distance).
If you would like to file a complaint about a product or service you have bought online and do not necessarily want to go to court, you can use the online dispute resolution platform.
On the platform, you and the trader against whom you have filed a complaint can jointly select the dispute resolution board you wish to entrust with handling the issue.
The online dispute resolution platform is available here: https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=HU