Poland - Tailor, photographer, hairdresser - Report on services

Cost from-to at the watchmaker, absence of the price list at the hairdresser’s, improper labeling of products sold – these are the most common irregularities of service providers - results from the most recent inspection of the Trade Inspection carried out on commission of UOKiK.

Incorrectly calculated cost of services, absence of price list, the use of cosmetic preparations after the expiry date or use of unoriginal cosmetics – these are the most common complaints about services addressed to the Trade Inspection. They are often the basis for inspection. Over the past three years, the most numerous issues related to renovation and construction, laundry and automotive services.

As requested by UOKiK, the Trade Inspection inspected 338 undertakings providing services in Poland including: hairdressing, laundry, optical, watchmaking, automobile, photographic services. They were selected randomly, based on consumer complaints and re-inspection. Irregularities were found in 124 undertakings, representing nearly 37 percent of those inspected – in 2008 there were complaints against 186 entities (about 51 percent).

Absence of price list

Still the most common irregularity is the absence of price list - it was not there in case of 43 facilities (nearly 13 percent). Most often at the barber’s, shoemaker’s, in the automotive shop, but also at the wedding dresses rental shops. Moreover, the businesses placed the price lists, where the cost of services was included in the range from ... to ..., optical shops often did not inform about prices of glasses. Irregularities concerning the price lists were found in 20 undertakings (about 6 percent). Advice: we should find the price of the service in every company, and if we deliver equipment to the repair shop, we need to be informed about the price of repairs and used parts.

Fees

Fees Inspectors also checked the accuracy of billing and charging for services rendered in relation to the prices indicated on the applicable price lists. They were satisfied that irregularities were identified in only one of 201 inspected undertakings. Inspectors found that the bills in the electronics/household appliances repair shops have not informed the customers about the cost of used spare parts, the repair, or transport. They contained the general information about the price of the repair service.

Service + product

Car wash, optical, hairdressing or cosmetic salon – these are some of the places where in addition to service, the consumer can purchase products such as washer fluid, glasses or shampoo. Inspectors checked the labeling of the batch of 910 products used or sold in connection with business activities and have questioned nearly 30 percent of them. Product labeling raised most objections in optical shops and at the watchmakers’. Irregularities related to the lack of such labels on the commodity as: description of the product, raw material composition, price, name and address of the manufacturer. Moreover, the undertakings are obliged to put such information in the Polish language. For example, in one of the optical plants sunglasses for children did not contain inter alia the information on the light intensity they protect, and the hairdressers sold cosmetics after expiry date. All the inspected entities supplemented the deficiencies or withdrew the challenged products from the market.

Despite the still existing irregularities in the services sector, the positive aspect of inspection is that the undertakings immediately eliminated the identified irregularities. The good news is also the consumer activity, as reflected in filing complaints, which often provide the basis for inspection.

Actions taken

Results of inspection provided the basis to impose 87 fines amounting to PLN 13.3 thousand. Moreover, the undertakings were called to remove the irregularities.

Advice for consumers

• Price list: according to the law, it must be visible at the generally accessible place of the premises. In the case of sales of products related to activities, goods should be directly marked by the price and have the price signboard.
• Verbal agreement: usually concluded with the service provider, such as a beauty salon, hairdresser, tailor. It is also valid and may constitute grounds for filing a complaint, although it will be difficult for us to prove that the settlements with the undertaking were different. If we do not enter into a written agreement with our service provider, we should determine in advance the most important elements i.e. the cost and outcome we wish to achieve.
• Written agreement: this form will certainly facilitate pursuing claims in the event of dispute. We should define in detail the terms and conditions of the agreement. We should precisely specify the necessary information – with whom we conclude it, the object of the agreement, the cost of the service and processing time, the amount of pre-payment or deposit, and any penalties incurred in connection with the undertakings’ failure to perform the agreement.
• Service-related complaints: in the case of complaint regarding laundry, hairdressing services, etc., there is no specific legislation to protect the consumers. On the basis of the Civil Code, the consumer may require the contractor to repair the service and set a deadline to perform the operation. If the undertaking does not remedy the defect within the time specified, or it is not possible for other reasons - we have the right to terminate the agreement and demand a full refund. We should remember that the agreement termination is possible if the defect is significant. Additionally, one can claim compensation, if due to faulty execution of service we have been exposed to additional costs, for example, use the services of another undertaking. Bills are needed to prove the damage suffered and the claim for compensation.
• Product-related complaint: in the case of purchase of objects such as cabinet made by a carpenter, custom windows, shampoo at the beauty parlor – the laws protect us, as in the case of the purchase of goods in a shop. First of all, the complaints can be filed within 2 years from the date of purchase. Service provider can be required a free replacement or repair - and when these solutions are not possible, we shall be entitled to a price reduction or refund. We file the complaint to the seller, preferably in writing. The seller has 14 days to respond to it.

In case of problems with service providers, the consumers will receive free assistance in pursuing their rights from the poviat or municipal consumer ombudsmen at the municipal offices or Poviat Starost Offices, or at the phone 0800 007 707 Monday to Friday, 9:00 – 17:00. The irregularities can be notified to the Voivodeship Inspectorates of the Trade Inspection. Additionally, the consumers may take advantage of free councelling at the local branches of the Consumer Federation.

Read the press release.