???????? ??????? ????????
????????–?,?????????
?????? ??? ????????? ?????????? ???????? ??????????
(Complaint Response Guideline)
?. ????
??????????? ????????????? ????? ???? ??????????? ???????????? ????? ??????? ???? ? ?????? ??????? ??? ?????????????? ??????? ?????? ????????? ???? ?????? ????????? ???? ?????????? ? ??????????????? ??????? ?????? ??? ???????????? ?????? ????? ????? ????? ???? ??? ?????????? ?????? ????? ?
?. ????????
??????? ????????? ?????? ???????? ????? ??????????????? ?????? ??????? ??? ?????? ????? ?????? ???? ??????? ???? ?????? ??? ???????????? ????????????? ??????? ??? ???????? ?????? ???? ??????? ?????? ????? ?
?. ??????????
??????? ???? ?????? ??? ?????????????? ?????? ??? ?????????? ?????? ???? ?????????? ???? ?????? ??? ????????? ?????????? ???? ??? ????? ? ? ???? ??? ???? ?????? ????? ?? ????? ????? ??????? ?????? ??? ?????????????? ?????? ??????? ??? ???????, ?????? ??? ?????????? ?????????? ? ?
?. ?????? ??? ????????? ?????????? ???????? ????????
?.?. ?????? ??? ????????? ???????????? ????? ???????????? ??????, ????????? ??????? ??? ???????? ?????????? ?????? ????? ??? ???
????? ???????? ???? ?????? ??? ????? ? ??????, ????? ???? ? ?????????? ???? ?????????? ?????? ???????? ?????? ????? ? ?
??? ? ?? | ?????? ?????? |
?????? | ?????? |
???????? ?????????? ????? ?? ?????? ????? | ? ??? ????? |
???????? ?????????? ????? ?? ?????? ????? (?????) | ? ??? ????? |
????????? ????????? ????? ???? ???????? ??? ???? ????? | ? ??? ????? |
???????????? ??????? ???? (?????????????? ????????????????) ?? ????????? | ? ??? ????? |
????? ?????????? ??????? ??????? | ???? ????? |
?????????? (?????) | ? ??? ????? |
?????????? (??????) | ? ??? ????? |
???? ?????? | ????? ???? |
?.?. ?????? ???, ??????? ??? ??????
?) ?????? ??? ??????????? ??????? ????? ???????? ?????? ??????? ?? ????? ?
?) ??????? ?????? ??? ??????????? ????, ???????, ??????? ??? ?????? ????? ?
?) ??????? ?????? ??? ??????????? ?????? ???? ?????????? ?????? ?????? ????? ???????? ????? ???? ???? ?????? ?????????? ????? ????? ??? ????? ?
?) ??????? ?????? ??? ?????????????? ???? ?????????? ????? ?
?) ???????? ?????? ????????? ??????? ?????? ??? ?????????? ????? ?
?) ?????? ??? ????????? ???????? ????? ???????? ???? ???????? ????? ?
?. ?????? ??? ????????? ?????????? ????
?) ?????? ????????? ?????????? ?????? ?????? ??????, ?????? ?????, ???????, ?????????, ??????? ???????? ?????? ????? ????? ?? ?? ????? ?????? ??? ??????? ???????? ??????? ????? ????? ????? ????? ?????? ??? ????????? ?????? ?????? ?
?) ??????? ???? ?????? ??? ???????????? ?????? ?? ??? ????????? ???? ????????? ????? ?
?) ??????? ???? ?????? ??? ???????????? ????? ????????? ? ??? ????? ?????????? ???? ?????????? ? ????? ?? ??? ????? ???? ?????? ??????? ????????????? ?
?) ??????? ??????? ??? ?????? ????????? ??????? ????? ??????? ??????? ?????? ??? ????? ?
?. ???????
??????????, ??????????? ?? ???????????????? ???, ?????? ????? ????????? ???????? ????????? ?????????? ????? ???????? ????? ???????????? ?