(Chapter 2)
Procedures for Examination of Complaints
Article 31
The Agency shall examine the complaints submitted thereto either by consumers or
consumer protection societies in the manner described hereunder.
Article 32
Upon receipt, complaints shall be recorded in the Register assigned for this effect. The
complainant shall receive a receipt with a date and a serial number on it.
Procedures, decisions, and judgments related to complaints shall be regularly recorded
in the Register as well.
Article 33
Complaints shall be viewed by the Executive Manager to check whether they include the
information and documents described in Article 30 hereof, and shall refer eligible
complaints to the appropriate department after informing the Chairperson of the Agency
of such reference.
The Executive Manager shall represent the Agency when dealing with the Judiciary or
any third party.
Article 34
The appropriate department shall instantaneously examine the complaints referred
thereto by the Executive Manager within a period of not more than 30 days. A report
shall be drawn up of all the procedures taken in connection to such complaints.
In all cases, the Executive Manager may refer the complaints he receives to the
concerned government authorities and follow up the progress reached thereby.
Article 35
Employees of the Agency having judicial inspection capacity shall hold identification
cards proving such capacity and describing the jurisdiction thereof. Such identification
cards shall be shown to concerned parties.
Having proved their identities, judicial inspectors may:
1- Review registers and documents and access data and information at any
government agency as necessary for the examination of complaints submitted to
the Agency.
2- Access, upon written permission of the Agency’s Executive Manager, and during
official working hours, workplaces of natural persons subjected to inspection.
Judicial inspectors may also seek the help of security if necessary.
3- Take appropriate evidence-collection procedures and interrogate persons about
the commitment thereof of any Law violations.
Article 36
Samples of products offered for sale may be collected from stores, warehouses, and
cold storage units. Procedures may be completed in factories, production units, public
stores visited by consumers, and any other outlets where such products are offered for
sale. However, production processes may not be interfered with.
Article 37