With its decision on Auchan Polska’s complaint policy, UOKiK reiterates that the right of consumers to make a complaint may not be restricted in any way, nor may it be suggested that a receipt is necessary for that purpose.  

Poland’s Office of Competition and Consumer Protection (UOKiK) began proceedings in March against Auchan Poland, which operates a chain of hypermarkets and supermarkets, after establishing that the company had printed on its receipts information: Receipt is required for complaints.

According to the law, the basis for filing a complaint is that a product or service is  defective, and a receipt is only one of many forms of proof of purchase consumers may present when making a claim. When a receipt has been destroyed, is faded or has been lost, other forms of proof are valid. These include record of payment, a bank account statement, email or testimony from witnesses.

In the Authority’s assessment, Auchan may have mislead consumers by showing on its cashier’s receipts the disclaimer, which could have been interpreted as legally binding, hence discouraging consumers from filing a complaint without a receipt.

During the proceedings Auchan discontinued the practice. UOKiK accepted the company’s commitment to take action to eliminate its negative effects on consumers, and imposed the obligation that it execute that commitment.  For the next two years Auchan will print on receipts: “A receipt will make it easier for you to make a complaint, but it is not essential”. The information will also be published on the company’s website, in its deals newsletters, and at its stores.

Additional information for the media:

Press Office, UOKiK
Pl. Powstańców Warszawy 1, 00-950 Warsaw
Phone.: +48 22 827 28 92, +48 22 55 60 314, +48 22 55 60 430
E-mail: [SCODE]Yml1cm9wcmFzb3dlQHVva2lrLmdvdi5wbA==[ECODE]