These rules have been prepared in compliance with the laws of the Republic of Latvia and the internal regulatory documents of SIA Julianus Inkasso Latvija, defining the procedure, whereby SIA Julianus Inkasso Latvija receives, registers and reviews Consumers’ complaints (claim applications) and objections regarding the services provided by the Enterprise, the functioning of the Enterprise, and the procedure, whereby the Enterprise responds to Consumers, the order of responding, as well as the procedure of resolving disputes in the Enterprise.
1. Lodging a complaint
1.1. The Consumer has the rights:
1.1.1. to lodge a complaint about the functioning or staff of SIA Julianus Inkasso Latvija, the services provided by the Enterprise;
1.1.2. pursuant to the Law on Extrajudicial Recovery of Debt, to submit justified objections in writing concerning the existence of debt, its extent and the payment deadline, providing that not less than 21 days from the date of receipt of the notification must be allowed for objecting.
1.2. The Consumer can lodge the complaint at SIA Julianus Inkasso Latvija in writing or electronically to the Enterprise’s e-mail provided below. A complaint in writing must be lodged by the Consumer (the Consumer’s authorised representative) in person or via mail. If the complaint is signed by the Consumer’s (applicant’s) representative, the claim application must be accompanied by a power of attorney confirming the right of representation.
1.3. The Consumer may submit a complaint at the office of the Enterprise:
- In person: by visiting the office of the Enterprise at the registered office: Turaidas iela 3, Rīga, LV-1039;
- Via e-mail: email@example.com;
- Via mail: Turaidas iela 3, Rīga, LV-1039.
1.4. The Enterprise accepts for review complaints in Latvian only.
1.5. The Enterprise does not review anonymous complaints or proposals that do not indicate or identify the person lodging it.
1.6. The Consumer must indicate the following in the complaint submitted in writing (claim application):
1.6.1. the name and registered office of the Enterprise;
1.6.2. the name, surname and domicile of the consumer (applicant of complaint / claim);
1.6.3. objections regarding the existence of the debt, its extent and payment deadline, inconsistency with the agreement;
1.6.4. documents or copies of documents enclosed with the complaint;
1.6.5. date of lodging the complaint (claim application).
1.7. Upon accepting the complaint, SIA Julianus Inkasso Latvija must indicate the following on the Consumer’s copy of the application:
1.7.1. write the word “Received” or place a stamp “Received” and confirm the receipt with signature;
1.7.2. nindicate the date of receipt of the application;
1.7.3. indicate the name, surname and position of the person accepting the application.
1.8. Upon a receipt of the Consumer’s complaint, SIA Julianus Inkasso Latvija reviews the complaint and, if necessary, requests additional information and/or documents from the Consumer regarding the facts and circumstances specified in the complaint.
1.9. SIA Julianus Inkasso Latvija reviews Consumers’ complaints in the shortest possible time. The lodged complaints (either lodged in person or electronically to the Enterprise’s e-mail) are recorded in a log and reviewed within 10 (ten) working days from the date they are received at the Enterprise. The Enterprise gives a written reply to the Consumer via the same means of communication (mail or e-mail) as the complaint was received at the Enterprise, unless the Consumer has indicated a different method of receiving a reply.
1.10. If SIA Julianus Inkasso Latvija needs more time in order to comprehensively elucidate and examine the facts and circumstances indicated in the Consumer’s complaint, as a result of which the Enterprise cannot observe the aforementioned deadlines, the Enterprise shall extend the term of reviewing the complaint by a period not exceeding 10 (ten) working days from the moment the complaint is received, by sending a written notification to the Consumer via the same means of communication (mail or e-mail) as the complaint was received at the Enterprise, unless the Consumer has indicated a different method of receiving a reply.
1.11. SIA Julianus Inkasso Latvija shall take all measures to resolve the dispute between the Enterprise and the Consumer through negotiations. If SIA Julianus Inkasso Latvija finds during the review of the complaint that it is fully or partially justified, then the Enterprise shall take all the necessary measures to immediately, within a reasonable time, to partially or fully meet the requests stated in the Client’s complaint and to eliminate the detected deficiencies or shortcomings.
1.12. SIA Julianus Inkasso Latvija may not, without the consent of the party lodging the complaint/application, disclose information that identifies them, except for cases when the Enterprise must do so pursuant to the law.
2. Resolution of disputes
2.1. If the Consumer is dissatisfied with the reply given by the Enterprise with regard to the complaint (claim application), the Consumer has the following rights:
2.1.1. to submit a complaint at the Consumer Rights Protection Centre. The Procedure, whereby the Consumer Rights Protection Centre reviews the complaint, makes decisions and the procedure of challenging the decisions made, are governed by the Consumer Rights Protection Law;
2.1.2. to lodge a claim with the competent court of the Republic of Latvia.
Reg. number: 40003717522
Turaidas iela 3, Rīga, LV-1039
Phone: +371 6778 3131
A.Weizenbergi 20, 10150 Tallinn
Phone: +372 681 4400