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Centralised system of acceptance, registration and investigation of consumer complaints

From EPSA - European Public Sector Award

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The State Food and Veterinary Service (SFVS) is a government institution that implements state policy in the food and veterinary sectors. Among the key tasks of the service is assurance of food safety and quality control at all the stages of food handling (including rearing plants and animals intended for the production of food, the safety of drinking water and the supply of food to consumers). This safeguards the interests of the consumers by ensuring that the food supplied on the local market and for export meets the established safety, quality, marking and other mandatory requirements and assurance of control over the welfare of animals. With these aims in view the State Food and Veterinary Service takes into consideration each message and complaint from the inhabitants of Lithuania about potential infringement of the established requirements.

The goal of the project was to develop a uniform system for a ‘single window’ service for the population including:

  • Consumer complaints (messages) on registration of infringements (fast, convenient, easily accessible);
  • Prompt dispatch of registered information for investigation;
  • Prompt arrival of investigation results and analysis;
  • Good quality of service, active involvement of citizens in the food safety control system.

The implementation stages of the project included the introduction of a free phone line to register complaints and information, the development and introduction of an electronic form for complaints and the development and introduction of a quality programme, as well as setting up a subdivision to register consumer complaints, consultation and analysis.

The centralised system for the reception, registration and investigation of consumer complaints (messages) ensures that all the technical and administrative capacities of SFVS are used to register the consumers’ messages and information. The registered complaints are transmitted automatically by electronic means to the relevant SFVS branch of the county, city or district. The applicant is informed about the results of the investigation by the territorial or the central SFVS that conducted the investigation. The use of the system reduces the chance of human error and ensures that control data cannot be forged. Since the system was introduced, the bureaucratic obstacles to the provision of public services have been significantly reduced.

Award info
Award category: citizen involvement
Award type: submission
Award year: 2009
Project type
Sector: Public health and social welfare/affairs
Type of activity: quality management
Keywords: Food safety, consumer protection, consumer complaints
Short English description: Among the key tasks of the service is assurance of food safety and quality control at all the stages of food handling (including rearing plants and animals intended for the production of food, the safety of drinking water and the supply of food to consumers).
Further information
Organisation: State Food and Veterinary Service (SFVS)
Other applicants:
Homepage:
Level of government: national level
Size of organisation: >100
Number of people involved:
Country: Lithuania
EU membership: EU member
Language code: en
Start date:
End date:


Centralised system of acceptance, registration and investigation of consumer complaints (54.7093031, 25.2503185)
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