摘要：Consumer is the one who dictates the market, thanks to him the production and service providing companies gain performance in their activities, progress and implement new methods, techniques and systems in the workplace. In order to obtain a feedback from consumers (opinions, wishes, complaints) to monitor customers’ perceptions of the quality of their products and services, companies use different methods of collecting, monitoring and analysing them. One of these methods is the effective use of the Book of Complaints. The Republic of Moldova has a regulation on the way of managing the Book of Complaints. Most of consumers are not aware of this regulation, therefore their complaints are not valid, are not taken into consideration and the managers of the institution where the complaint was made do not take any measures to solve the complaint. Consumers do not agree with some provisions of the regulation, thus we submitted some improvements in the framework of this research.
