panaszkönyvek

Panaszkönyvek, translated as complaint books or suggestion books, are official registers kept in various establishments in Hungary, such as restaurants, hotels, shops, and public institutions. These books serve as a formal channel for customers or citizens to express their grievances, commendations, or suggestions regarding the services they have received. The practice is a legal requirement for many businesses, ensuring a mechanism for feedback and accountability.

Customers can write their comments directly into the panaszkönyv, detailing their experiences. These entries are typically dated and signed by the complainant. The establishment is legally obligated to keep the book accessible upon request and to address the issues raised. Authorities, such as consumer protection agencies or health inspectors, can review these books during their inspections to assess customer satisfaction and identify recurring problems.

The panaszkönyv serves multiple purposes. For businesses, it offers valuable insights into customer satisfaction, highlighting areas for improvement and identifying staff who are performing well. For consumers, it provides a formal avenue to voice concerns and seek resolution. While the digital age has introduced online review platforms, the physical panaszkönyv remains a significant and legally mandated tool for feedback and consumer protection in Hungary. It represents a traditional, yet still relevant, method of ensuring service quality and customer rights.