If the repair went wrong

We do not settle disputes — we only tell you what to expect on price. But if you already have a problem with a repair shop or a store, here is where to turn, free of charge.

Romanian names are kept on purpose We give the Romanian names of institutions, forms and procedures, because that is exactly how you will use them at ANPC. A translated form name is of no use at the counter.

Consumer helpline · ANPC

021 9551

standard rate
national number

The single number of the National Authority for Consumer Protection (Autoritatea Națională pentru Protecția Consumatorilor). Calls are charged at your normal rate.

For institutional correspondence (not complaints): 0377 755 100 · secretariat@anpc.ro

The correct order of steps

Skip the first step and you waste your time: ANPC will ask anyway whether you first tried directly with the business.

First the repair shop or the store. Ask in writing — email is enough. Keep the reply, or the evidence that you never got one.
If they do not reply within 30 days, or the reply does not satisfy you — file a complaint with ANPC through their online platform. Complaints cannot be sent to the general email addresses; those are for institutional correspondence only.
ANPC replies within 30 calendar days of registration.

Anonymous complaints are not considered You will need: your full name, address, phone, email · the name and address of the business · a description of the problem and the date · and supporting documents.

Which documents to prepare

The receipt or invoice
The warranty certificate, if you got one
The shop's quote or handover note
Correspondence with the business — including emails that went unanswered

If you got nothing in writing when handing the device over, at least note the date, the time and the name of the person. It matters more than it seems.

SAL — out-of-court resolution, free

Soluționarea Alternativă a Litigiilor (alternative dispute resolution) is a legal procedure that lets you settle a disagreement with a trader amicably, without going to court. It is coordinated by ANPC, runs independently and impartially, and is usually much faster and cheaper than litigation.

It applies to domestic and cross-border disputes arising from sales or service contracts with a trader operating in Romania — so a disputed repair as well.

About SAL on the ANPC site Complaint form (cerere SAL)

SOL — for online purchases

If you bought online, the European Commission provides the online dispute resolution platform (Soluționare Online a Litigiilor) for consumers and traders in the EU, Norway, Iceland and Liechtenstein. It guides you step by step and exists in every official EU language.

What changes from 31 July 2026

Manufacturers must publish, on a freely accessible website, the indicative prices for typical repairs. We track who does, in our index.
The European Repair Information Form appears — a standardised document with the price and duration of the work, binding on the repairer for 30 days if issued. Worth asking for.
The legal guarantee is extended by 12 months after a repair carried out within the guarantee period.

Romania has not yet completed transposition of this directive into national law; the process is ongoing. The exact form of the obligations in domestic law will be clarified by the transposing act.

What we do not do We do not represent consumers, we do not file complaints on anyone's behalf, and we do not give legal advice. The information above comes from public official sources and is indicative. For your specific situation, ANPC answers free of charge on the number above.