Consumer protection / ANPC

How to file a complaint with ANPC

A practical guide for defective products, poor services and online purchases: prove the transaction, describe the problem clearly, request a concrete remedy and retain the registration number.

Last verified: 26 August 2026Consumer rights

Quick checklist before you go to the counter

First try to resolve the issue with the trader and retain the message or case number; ANPC's procedure recommends this but does not make it an absolute prerequisite.
Prepare the receipt, invoice, contract or payment record, plus relevant photos, messages and warranty documents.
Identify the trader accurately: name, address, website and tax ID if available.
Explain chronologically what you bought, when the problem arose and how the trader responded.
Request a concrete outcome such as repair, replacement, refund or another applicable measure.
Choose the registered standard complaint if you need an official response; a quick information notice does not have the same legal status.

Online filing

Official ANPC eServices portal

Core evidence

Transaction document + correspondence and proof of the problem

General response period

30 days; extension of up to 15 days with notice

Anonymous complaint

Not examined; the petitioner must be identified

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How to submit the complaint through the ANPC portal

The official portal accepts consumer complaints and provides case tracking. Clear trader identification and readable evidence reduce requests for additional information.

Quick online process

1Open ANPC's electronic services portal and choose Consumer Complaints.
2Sign in or create the profile required by the portal.
3Enter your details and the trader's details.
4Set out the facts chronologically and mention your attempt to resolve the issue directly.
5State the remedy requested and upload the supporting evidence.
6Submit and save the registration number.

Before submitting

•An email address alone is insufficient; provide the required identifying details.
•Photos without evidence of the transaction may not be enough.
•Avoid broad accusations; link statements to dates and documents.
•Do not choose the quick notice if you require registration and an official answer.
•For structured negotiation, compare the standard complaint with ADR.

Open ANPC portal View ADR procedure

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Choose the scenario that matches your case

Identify the product, date, defect, when it appeared and the remedy requested from the trader. Attach proof of purchase and your earlier complaint.

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Required documents

•Receipt, invoice, order confirmation and proof of payment.
•Warranty or service documents, if any.
•Photos or video showing the problem.
•Messages sent to the trader and its response.

Where to go

•Trader or service centre for direct resolution.
•ANPC through eServices.
•The competent territorial consumer office.

Fees and payment

•ANPC does not charge a public filing fee.
•Separate expert reports or court proceedings may create costs.

Deadlines and risks

•Notify the trader promptly and observe warranty or contract deadlines.
•ANPC generally communicates its answer within 30 days of registration.

Check your individual situation before filing

Documents, the competent institution and legal effects may vary with the facts of your case.

•Check whether ANPC or a sector regulator such as ASF, ANCOM or ANRE is competent.
•Do not repeatedly submit the same complaint; identical petitions may be joined or filed after an answer.
•For a trader in another EU country, also check the European Consumer Centre Romania.
•ANPC can inspect and sanction, but additional compensation or moral damages may require ADR or court proceedings.
•Keep the submitted form, attachments and registration number.

Institution flow (infographic)

From proof of purchase to a registered complaint and official answer.

Step 1

1. Check jurisdiction

Confirm that you are a consumer, the other party is a professional and ANPC is competent.

Step 2

2. Contact the trader

Request direct resolution and keep proof; ANPC recommends this step.

Step 3

3. Collect evidence

Gather purchase proof, contract, photos and correspondence in readable files.

Step 4

4. File the standard complaint

Complete the portal, state a concrete remedy and save the registration number.

Step 5

5. Track the answer

Monitor ANPC communications and provide any requested additions promptly.

Timeline

Deadline timeline (infographic)

The general period runs from registration; rights against the trader may have separate deadlines.

Before ANPC: contact the trader

Prior trader contact is recommended and useful evidence, but the procedure calls it a recommendation rather than an absolute duty.

Filing day: registration number

The standard complaint enters the official workflow; save the confirmation and attachments.

Ordinarily: 30 days

Government Ordinance 27/2002 provides a 30-day response period from registration by the competent authority.

Complex case: up to 15 extra days

The response period may be extended by up to 15 days for further investigation, with prior notice.

Frequently asked questions

Must I complain to the trader first?

ANPC checks and recommends that step but states that it is not an absolute obligation. The message to the trader and its response are useful evidence.

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Can I complain without a receipt?

You need evidence of the consumer relationship and the problem. An invoice, order confirmation, bank record, contract or other proof may help; ANPC decides whether the material is sufficient.

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How quickly does ANPC answer?

The general period is 30 days from registration by the competent authority. It may be extended by up to 15 days for further investigation, with prior notice.

What is the difference between an ANPC complaint and ADR?

A standard complaint may lead to inspection and enforcement. ADR is a voluntary, impartial route aimed at settling the consumer-trader dispute without court proceedings.

Can ANPC award moral damages?

Do not assume so. ANPC may investigate, order measures and impose sanctions within its powers; additional damages may require trader agreement, ADR or court proceedings.

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