Complaints concerning a service defect can always be filed not only with the service provider, but also with a subcontractor used by the service provider to perform the actual service. For instance in the case of a renovation project, if the primary contractor has gone bankrupt and there is a defect in the work done by the subcontractor, the consumer is entitled to file a claim directly with the subcontractor.
The consumer's primary course of action is to demand that the defective work is rectified or the service repeated. If rectifying the defect or repeating the service is not possible, the consumer is entitled to claim a price discount. If the defect is not considered minor, or if other forms of compensation do not apply, the consumer may demand that the transaction is cancelled.
The liability for defects borne by subcontractors is governed by the same principles as the primary service provider's liability, but is not quite as extensive.
Claims concerning defects must be filed within a reasonable time of the consumer noticing the defect or the time the consumer should have noticed the defect. Claims concerning defects must be filed no later than two months after noticing the defect.
Read more: Defective product/service
Complaints concerning a defective product can always be filed not only with the seller, but also with the manufacturer, importer or any business that is part of the product's chain of distribution. Complaints and claims for compensation can be filed even if the product did not come with a warranty, or if the warranty period has expired.
1. When the warranty granted by the manufacturer or importer is still valid, the compensation for defective products is determined by the warranty terms.
2. When the product does not come with a warranty or the warranty period has expired, the manufacturer or importer is liable for product defects e.g. if the product's service life, under normal use, is shorter than what can be reasonably expected of products of similar quality and price.
In this case, the primary forms of compensation are rectifying the defect or exchanging the product for a non-defective one. If rectifying the defect or exchanging the product can't be done, the consumer may request a discount on the price or cancellation of the purchase. The liability for defects borne by businesses representing earlier steps in the distribution chain is governed by the same principles as the seller's liability, but is not quite as extensive.