Any consumer (as the concept of consumer is define in Law 2251/1994 as in force), who wants to report a detrimental act or omission that constitutes a consumer dispute.

• Submission in person at the offices of the Authority
• Send via post mail (Alexandras Av., PC 11471, Athens)
• Electronic submission via a web form on the Authority’s website.
• Via e-mail to grammateia@synigoroskatanaloti.gr  .

NO. The Authority does not accept telephone complaints. The accepted ways of submitting complaints are indicated in the answer of the previous question.

For the online submission of a complaint, you have to fill in a web form.
In all other cases of submission, the completion of the complaint can be done in two ways:

• Complete the sample form available on the Authority's website.
• Write your complaint on a sheet of paper in such a way as to comply with the conditions of receipt by the Authority.

• The necessary data of the complainant (e.g. name, surname, full address).
• The necessary data of the trader being complained (company name, full address).
• A clear description of the consumer dispute, an accurate identification of the damage or harmful effect suffered by the complainant and a clearly formulated request for mediation.
• Signed complaint in case of in-person submission.
• A copy of the identity card (as proof of identity of the complainant).

• In the online submission of a complaint, the interested party enters the system, using the taxisnet credentials and a check is carried out using the authentication services of GSISPA.
• In the case of the submission in person, the identity is checked when submitting the complaint.
• Finally, in any case of non-personal submission (via post or e-mail) a copy of the identity card must be attached (as proof of the identity of the complainant).

No, the Consumer Ombudsman handles complaints that are addressed to him and that contain a request for mediation.

No, the Consumer Ombudsman does not deal with cases pending before the judicial authorities.
If during the processing of a case, the consumer or the trader appeals to judicial authorities, then the proecssing by the Authority is interrupted and the case is filed.

• When the case is pending before the judicial authorities.
• when the complaint is out of time (more that one year has elapsed since the consumer has become fully aware of the detrimental act or omission that constitutes the consumer dispute).
• when the Authority is not competent to handle a case.
• when the complaint is clearly unfounded, vague or insignificant.

Some indicative cases among others:

• When there is no clearly formulated request for mediation.
• When the damage or harmful effect suffered by the complainant is not clearly specified.
• When there is insufficient evidence of the parties involved (consumer & trader)
• When the complaint concerns a lawful practice of the company complained of, or if it is found to be abusive or against of the principle of good faith.

When more that one year has elapsed since the consumer has become fully aware of the detrimental act or omission that constitutes the consumer dispute.

Once the exchange of views between the parties involved has been completed and no consensual solution has been found, and the case handler has formed a complete picture of the consumer dispute and considers that there is sufficient evidence and a legal basis against the supplier, the Consumer Ombudsman invites the parties involved to a meeting at his offices, with the aim of finding a consensual, mutually acceptable solution of the dispute.

If a consensual resolution is reached before the Consumer Ombudsman, the Authority draws up a conciliation report that may be filed to the Single-member Court of First Instance of Athens with diligence by any of the parties involved.
If the aforementioned conciliation report certifies the agreement of the parties to the existence of a claim that can be pursued through enforcement, it is an enforceable title.

If all possibilities for finding a consensual solution to the consumer dispute have been exhausted and if the evidence made available to the Authority is sufficient and a legal basis against the supplier exists, then the Consumer Ombudsman has discretion in making a written Recommendation / Conclusion, calling on the parties involved within a certain period of time to comply with it and implement the proposed solution.

• If the recommendation is accepted, then the case is definitively closed and filed and the recommendation is published on the Authority's website anonymously (without the details of the parties involved).
• If the recommendation is not accepted, then the case is filed as unresolved and the recommendation is published on the Authority's website with the full details of the supplier.

The Consumer Ombudsman informs the complainant consumer in writing of any significant development concerning his case. More specifically, it notifies him/her of important actions, such as the notification of the complaint to the trader complained of, the meeting for consensual agreement, the cancellation or postponement of the meeting, the issuing of a recommendation/ conclusion and the rejection of the case for specific reasons.
However, at any stage of the processing of the case, the complainant consumer may contact either by e-mail or by telephone with the case handler in order to be informed about the progress of his/her case.

At any stage of the processing of a case, the complainant may withdraw his/her complaint without further explanation. However, it should inform the Authority accordingly either by post or by e-mail.

No. Τhe Consumer Ombudsman, has no powers to impose fines.