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Consumer complaints and petitions in Moldova
In Moldova, Law no. 105/2003 on consumer protection gives the buyer of a non-conforming product free repair or replacement, as the buyer chooses, within at most 14 calendar days, which the complaint about a non-conforming product asks for; after that, a price reduction or a refund can be asked for. A purchase made online, by phone or away from the trader's premises can be withdrawn from within 14 days, with no reason needed, by the withdrawal notice for a distance contract (Civil Code arts 1059 and 1060), and the trader refunds every payment within 14 days of the notice.
For a bill, a meter reading or an interruption of electricity, gas, water or heating, the complaint to the supplier comes before a petition to ANRE, the energy regulator; a phone, internet or television contract is ended by the notice ending an electronic communications contract, with ARCOM, the communications regulator, as the next step. A holiday that was not as agreed is the subject of the package holiday complaint, which asks the organiser for a price reduction and compensation (Civil Code arts 1603–1608); such claims are time-barred two years after the trip was due to end (art. 1604).
When a trader does not put things right, the petition to the consumer protection inspectorate reports it to the State Inspectorate for the Supervision of Non-Food Products and Consumer Protection, which answers within 30 days; it is filed free through eDemocrație with an electronic signature. The documents themselves are in Romanian, and each page describes its document in English. DocMuse's documents for Moldova follow the law applied by Moldova's constitutional authorities. Those authorities do not exercise effective control in the localities on the left bank of the Dniester or in the municipality of Bender, and no document is meant for the bodies operating there.
The documents
6 forms available to fill in or download.
Withdrawal notice for a distance or off-premises contract (Moldova)
Moldova · in Romanian · for consumers
For a consumer in Moldova who bought goods or a service online, by phone or away from the trader's premises and has changed their mind. The notice withdraws from the contract within the 14-day period under articles 1059 and 1060 of the Civil Code of the Republic of Moldova (no. 1107/2002), with no reason needed, and asks for a refund within 14 days. The standard form in Annex 6 to Law no. 1125/2002 implementing the Civil Code, or the trader's own online form, does the same job free. Send it through Poșta Moldovei by registered letter with acknowledgement of receipt, or by email where accepted, and keep proof of sending.
Complaint about a package holiday (Moldova)
Moldova · in Romanian · for consumers
For a traveller in Moldova whose package holiday was not as agreed. The letter asks the organiser for a price reduction and compensation under articles 1603 to 1608 of the Civil Code, with a total and 14 days to reply. Claims about a package are time-barred 2 years after the day the trip was to end under the contract (art. 1604 of the Civil Code). The State Inspectorate for the Supervision of Non-Food Products and Consumer Protection (ISSPNPC) takes consumers' petitions. Send it through Poșta Moldovei by registered letter with acknowledgement of receipt, or by email where accepted, and keep proof of sending.
Petition to the consumer protection inspectorate (Moldova)
Moldova · in Romanian · for consumers
The petition in which a consumer in Moldova reports to the State Inspectorate for the Supervision of Non-Food Products and Consumer Protection a trader who has breached their rights: the trader, the facts, what was tried with the trader and the result sought. It has what the Administrative Code requires: the name, an address for the answer, the object, the reasons and the signature. The answer is due within 30 days, extendable by at most 15. It is filed free through eDemocrație with an electronic signature, by registered post or at the registry.
Complaint to an electricity, gas, water or heating supplier (Moldova)
Moldova · in Romanian · for consumers
The complaint in which a household consumer in Moldova challenges, with the supplier, a bill, a meter reading, an interruption or the quality of an electricity, gas, water and sewerage or heating service: the place of supply, the customer number, the bill and reading in dispute and what is asked for. It is the first step before a petition to ANRE, the energy regulator, which examines it within 30 days. It is handed in for registration or sent by registered post with acknowledgement of receipt.
Complaint and termination of a phone or internet contract (Moldova)
Moldova · in Romanian · for consumers
The notice in which a subscriber in Moldova ends a phone, internet or television contract with the provider and, where needed, complains about the service: the contract, the service, the end date, the reasons and the equipment to return. The contract ends on the chosen date or when the contract's own notice runs out, if that is later. If the provider does not resolve the complaint, the next step is ARCOM, the communications regulator. It is handed in for registration or sent by registered post.
Complaint about a non-conforming product (Moldova)
Moldova · in Romanian · for consumers
The complaint in which a consumer in Moldova asks the seller to repair or replace a non-conforming product free of charge, under Law no. 105/2003 on consumer protection: the product, the date and price of purchase, what is wrong and the remedy chosen. The remedy is due within 14 calendar days of telling the seller and handing over the product; after that the consumer may ask for a price reduction or a refund. It is handed in at the shop for registration or sent by registered post with acknowledgement of receipt.
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