What happened
Complaints began to be received by the Committee for the Protection of Consumer Rights regarding the high service rate in public catering establishments, which significantly increases the amount of consumer spending. The department appealed to the owners of such establishments and warned against imposing additional services. The committee also reminded visitors of the establishment’s obligation to provide complete and up-to-date information on prices and service procedures.
Why is this important
- Increasing number of complaints: in a number of establishments, additional service charges (10-15%, and sometimes up to 20%) are attached to the main receipt for food.
- Some establishments require visitors to make a mandatory deposit when booking tables.
- According to the legislation, such services cannot be imposed.
- Important: the service order must be transparent and correspond to the type of establishment.
Service model
- The agency reminded: establishments are required to clearly indicate whether the service fee is included and what its amount is.
- At the same time, enterprises should, if possible, organize self-service.
- If the format involves the work of waiters, it should also be clearly indicated.
- Also, the service order should correspond to the type of establishment.
Type of establishments:
- Service by waiters: restaurants, cafes (if provided);
- Self-service: canteens, small canteens, buffets and cafes (if they operate in a self-service format);
- Mixed model: cafes and buffets — allow both types of service.
Context
- The public catering sector has a huge impact on the urban environment, city infrastructure, and the economy, and also plays an important social role in the formation of places for communication and leisure.
- Important: transparent working mechanisms, lack of imposed services, and clear payment rules directly affect visitors’ trust and the establishment’s popularity among city residents.
- Monitoring compliance with these rules and protecting consumer rights is a tool that improves service and creates comfortable conditions for city residents and guests.
