Request to the local consumer ombudsman for help with a dispute (Poland)

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A request to the Polish municipal or county consumer ombudsman (rzecznik konsumentów), who helps free of charge with individual disputes with businesses — the ones UOKiK does not handle: the business's details, the facts and the correspondence so far, the outcome wanted and the kind of help to underline — advice, an approach to the business, or a claim brought for the consumer (art. 42 of the Competition and Consumer Protection Act).

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Common questions

Who helps a Polish consumer with an individual dispute, since UOKiK does not?

The municipal or county consumer ombudsman — based at the county office or the office of a city with county rights, usually the one for where the consumer lives — and the help is free. UOKiK only opens proceedings when a business's practice harms consumers' collective interests. For purchases elsewhere in the European Union, the European Consumer Centre helps.

What can a Polish consumer ombudsman do in a consumer's case?

Give free advice and legal information, approach the business about the consumer's case — the business must then explain itself and respond to the ombudsman's comments — and bring a claim for the consumer or, with the consumer's consent, join proceedings already under way (art. 42 of the Competition and Consumer Protection Act). The ombudsman does not issue binding decisions; in the end a court settles the dispute.

Which documents go with a request to the consumer ombudsman in Poland?

Copies — not originals — of the contract or proof of purchase, the complaint and the business's answer, any further correspondence, photos of the defect or screenshots of the offer, and the terms and conditions if the dispute is about them. The fuller the account with dates, the faster the ombudsman can approach the business. The request can be made in person, by post or electronically, depending on the ombudsman's office.