The most common types of business letters are letters of request and letters of inquiry. Letters of request are drawn up for the purpose of initiating certain actions addressee required by the author of the letter. Letters of inquiry - for obtaining any information of an official nature or documents. In what situations are they made? How to correctly state the essence of the request or request?
How and why to write a letter of request
Letters of request are compiled in order to initiate certain actions of the addressee that are necessary for the author of the letter. AT management activities a huge number of situations give rise to such letters. This may be a relatively simple situation in which it is not required to present information that is complex in terms of events, give any arguments, or convince the addressee. In such cases, it is better to start a letter of request directly with a statement of the request itself, for example:
However, not all situations in management activities are so simple. Most of the situations require substantiation or, in other words, an explanation in the preparation of letters of request, in connection with what, why, for what purpose the letter is being drawn up. As a rule, justification is necessary in order to influence the addressee, to convince him to act in a very specific way, as the author of the letter would like or need. If the request letter contains a rationale, then most often it precedes the statement of the request, for example (the sign // shows the border between parts of the text of the letter):
Download Sample Request Letters:
Russian is one of the languages with a relatively free word order. In any of the above texts, we can swap parts of the sentence without much damage to the meaning, for example:
Phrases in which the main idea of the letter is first stated, and then the argumentation is given, have a special stylistic coloring: they are always perceived as more expressive than phrases built on the principle of “justification - conclusion”. However, any kind of expression is alien to the business style, it almost always prefers stylistically neutral language means, therefore phrases are more correct in which an explanation is first given, a justification is given, and then the essence of the matter is stated.
When composing a letter of request, try to ensure that the rationale and the final part (request) are grammatically one sentence. Even in cases where the justification refers to regulations, facts, events, do not separate justification into a separate sentence, otherwise, to state the request, you will have to use turns of the type: “In connection with the above, we ask ...”, “Considering the foregoing, we ask ...”, “In connection with which we ask ...”, etc. These constructions do not carry information and make the text more complex both in terms of structure and in terms of perception. Letters of request can be drawn up in even more complex managerial situations.
Schematically, this situation can be represented as follows:
A letter written in such a situation will be easier to understand if the content is presented in a sequence that reflects the logic of the development of the situation itself. In this case, three parts can be distinguished in the structure of the letter: introduction (description of events, facts that directly affect or may affect the management situation), justification (explanation of the reasons why it is necessary to contact the addressee with a request), conclusion (request), for example ( communicative-semantic parts of the letter are separated by the sign //):
| According to the data we have, at the Kursk and Belgorod sugar refineries, which are the main suppliers of sugar to Moscow and the Moscow region, scheduled maintenance work should be carried out during March-April of this year, the schedules for which have not been agreed upon. // Due to the fact that sugar production and its supply to consumers will significantly decrease during the preventive maintenance period, // we ask you to hold a working meeting with the participation of representatives of the Moscow government on the issue of ensuring sugar supplies to the Moscow region during the period of partial shutdown of these plants. |
Regardless of the structure of the text, the request in the letter is formulated using the verb “to ask”. In letters drawn up on the letterhead of organizations, it is used 1st person plural verb form:
We ask you to provide information about ..., We ask you to provide information about ..., We are asking you for ..., We ask you to conduct ..., etc.
Letters on letterhead officials, used 1st person singular verb form:
I ask you to consider the issue of ..., I ask you to provide information about ..., etc.
One letter may contain several requests (preferably on one issue). In this case, the main request is first formulated, and then the rest, while the following language turns are used:
We also ask you to (consider, provide, conduct ...), At the same time we ask you ... and others.
For example:
Due to the insignificant consumption of gas by boiler plant No. 4 (less than 3.5 million cubic meters per year), we ask you to exclude this enterprise from the group of gas consumers with mandatory reserve fuel (fuel oil) for the heating season 2005–2006. At the same time, we ask for software “ Mosgorkhleboprodukt” jointly with JSC “Mosenergo” to consider the possibility of joining plant No. 4 in heating season 2006–2007 towards a district heating system.
How and why to write a letter of inquiry
A request letter is actually a type of request letter. As a rule, requests are made in order to obtain any information of an official nature or documents. In commercial activity, an inquiry is an appeal from a buyer to a seller (importer to exporter) with a request to provide detailed information about a product (service) or send an offer for the supply of goods (provision of certain services). In general, request letters follow the same rules as request letters, for example:
In commercial activities, the text of the request, as a rule, indicates: the name of the goods (services); the conditions under which the author of the letter would like to receive them; quantity and/or quality; terms of delivery of goods or services; price and other information. The commercial request uses the following expressions:
Please inform about the possibility of supply… Please make an offer for the supply… Please provide detailed information about… etc.
For example:
Please inform about the possibility of supplying AS-200 air conditioners in the amount of 150 pcs. during February - March 2005, as well as inform the terms of payment and terms of delivery.
Download Sample Request Letters:
The response of the correspondent organization to a letter of request or request is a letter of response, which may be an agreement or a refusal. In commercial activities, the response to a request is issued as a commercial letter, which confirms the receipt of the request, provides information about the product of interest to the buyer. The response to the request may also be a commercial offer (offer). Letters of request and letters of inquiry are drawn up in accordance with GOST R 6.30-2003 “Unified Documentation Systems. unified system organizational and administrative documentation. Documentation requirements.
When compiling and processing requests and requests, the following details are used:
- destination;
- title to the text (if the text of the letter is more than 4-5 lines);
- text;
- signature;
- artist mark.
Hello Irina! Damage to the seal is not a basis for refusing to terminate the contract for the sale of goods and return the money. The seller must make an examination of the goods at his own expense. Because the product was under warranty. then the obligation to prove the moment of the breakdown (before the transfer to you there was a breakdown as a result of a manufacturing defect or the breakdown occurred after the transfer of the goods to you and for what reason). The examination must be carried out in special organization, which has the right to conduct it in accordance with current legislation RF. Only the conclusion of such an organization will be valid expert opinion. In your case, the examination was not carried out. Only a quality check of the goods was carried out. Therefore, the seller's refusal to return the money is not justified. It is not necessary to do the examination yourself. Apply to the court with a statement of claim to terminate the contract for the sale of goods of inadequate quality, return the amount paid for the goods, collect a penalty (penalty) for failure to fulfill your requirement and compensation moral damage. You also have the right to claim a refund. spent on the transportation of the goods to the place of the quality control of the goods. According to Art. 23 of the Law on the Protection of Consumer Rights for failure to comply with the requirements of the consumer, provided for in Art. 20,21, 22 of the law on the protection of consumer rights The seller must pay a penalty (penalty) in the amount of 1% of the value of the goods for each day of delay. The court, on its own initiative or at the request of the parties, will appoint forensic examination reasons for the breakdown. The parties have the right to propose questions to put them before the expert. The cost of the examination must be paid by the seller in accordance with Art. 18 of the Consumer Protection Act.
According to the resolution of the Plenum Supreme Court RF dated June 28, 2012, statements of claim in this category of cases are filed with the court at the place of residence or stay of the plaintiff, or at the place of conclusion or execution of the contract, or at the location of the organization (its branch or representative office) or at the place of residence of the defendant, which is an individual entrepreneur. Courts cannot return statement of claim with reference to paragraph 2 of part 1 of Article 135 of the Code of Civil Procedure of the Russian Federation, since, by virtue of parts 7, 10 of Article 29 of the Code of Civil Procedure of the Russian Federation, the choice between several courts that have jurisdiction over the case belongs to the plaintiff.
In accordance with Tax Code RF You are exempted from paying state duty for consideration of the case in court.
Art. 18 of the consumer protection law:
In the event of a dispute about the causes of defects in the goods, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer is obliged to conduct an examination of the goods at his own expense. Examination of goods is carried out within the time limits established by Articles 20, 21 and 22 of this Law to meet the relevant requirements of the consumer. The consumer has the right to be present during the examination of the goods and in case of disagreement with its results, challenge the conclusion of such an examination in court.
If, as a result of the examination of the goods, it is established that its defects have arisen due to circumstances for which the seller (manufacturer) is not responsible, the consumer is obliged to reimburse the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer for the costs of conducting an examination, as well as related to its conduct. storage and transportation costs.
In relation to the goods for which the warranty period is established, the seller (manufacturer), an authorized organization or an authorized individual entrepreneur, the importer is responsible for the defects of the goods, unless he proves that they arose after the transfer of the goods to the consumer as a result of the violation by the consumer of the rules for the use, storage or transportation of the goods, the actions of third parties or force majeure.
I hope my answer was helpful to you!
A letter of inquiry is a type of business letter. The request is sent to partners, contractors, government bodies... Sometimes you can do without it (for example, by verbally asking a fellow entrepreneur to provide some information), but in general, you should not neglect such messages. At least for the sake of following the established order.
What can be requested?
- Information (about the characteristics of the product and its availability, about the methods of delivery and delivery time, about the reasons for the delay in departure, etc.).
- Documents or objects (papers for concluding a contract, samples of goods, etc.).
In a word, if you do not know something or do not fully understand, if you need documents or price lists, send a request letter.
Letter structure
Such messages are written in the same way as other business letters:
- first, the details of the recipient and sender are indicated;
- then - the date of compilation and the outgoing number of the document;
- title reflecting the essence of the issue;
- addressing the recipient (usually by name and patronymic, unless you are writing to official authorities);
- essence of the question;
- benevolent expression of hope for cooperation;
- gratitude;
- position, full name and signature of the sender.
Since the request letter is official document must be written on company letterhead. A sample request letter can be downloaded here.
How to write?
It is better to start the request with a brief explanation of the reasons for the request. Simply demanding information without giving reasons (and even in an ultimatum form, as some do) is a bad form. Write literally one introductory phrase, for example:
- “on the basis of our preliminary agreements”;
- “in order to prevent possible disputes”;
- "in accordance with the concluded agreement";
- "for the conclusion of the contract."
If necessary, you can refer to acts of legislation. For example, if the law requires that you familiarize yourself with any papers before entering into an agreement, you can write in a letter: “In accordance with article federal law dated July 24, 2012 No. 397-FZ ... ". You can proceed to the point without preliminary explanations only in cases where the reason for the request is obvious (for example, if you are writing a letter requesting a quotation following the model). But if the reason for contacting is non-standard, you should describe the situation and state your motives in detail so that the recipient does not have any questions.
In the content part, it is necessary to formulate (if possible - concisely) one specific requirement. It is undesirable to ask for clarifications on several topics in the same message. However, this is optional - if you compose a letter for each small issue (of which there are 5-10 pieces in total), this will only lead to excessive formalism. The addressee will also not be very happy to be subjected to such a "paper" bombardment. The content begins with standard introductory constructions:
- “please inform about…”;
- “We will be extremely grateful if you…”;
- "please send ...".
A letter of inquiry always requires a letter of response. If the question is urgent and urgent, tactfully mention that you would like an answer as soon as possible. For this purpose, the following phrases can be used:
- “please reply as soon as possible”;
- “we strongly ask you to respond within five days”;
- “Please give an answer within two weeks”;
- “we are looking forward to your letter”;
- “Please send documents as soon as possible by e-mail.”
In most cases, the request message is very short. There is no need to spread your thoughts along the tree and express your thoughts on the topic and off topic.
Below are examples of the most common queries.
Sample letter of request for the provision of documents
“Dear Vladimir Alexandrovich!
To conclude an agreement between Artemis LLC and Schwarzenspiegel JSC, please provide the following list of documents:
- articles of association;
- certificates of OGRN and TIN;
- certificate of state registration firms (received from the IFTS in the manner prescribed by law);
- order for appointment to the post of general director.
Please send both the original documents (by Russian post or courier service) and their copies (by e-mail to [email protected])».
Sample Letter of Request for Information
“Dear Pyotr Vladimirovich!
Please inform me about the possibility of supplying E-100 ship engines (catalogue code SRK-1738-8476) in the amount of 10 units by December 10, 2015, and inform me about the terms of delivery and payment. Thanks in advance for the quick response!"
Sample letter asking for clarification
“Dear Alexander Petrovich!
In order to prevent possible controversial issues I ask you to describe in as much detail as possible the procedure for the delivery of rhesus monkeys from the territory of Northern Vietnam. What kind vehicles are used at each stage, is there a danger to the life and health of individuals, what is the maximum period I should expect? Looking forward to your reply".
Compose a letter according to the examples given and do not forget about courtesy and business ethics. The request should not contain threatening phrases, ultimatums and promises to go with a complaint to official authorities if there is no answer. State your request as correctly as possible, even if the recipient clearly does not want to fulfill it. And if the answer never comes (or if you are sent an official refusal to provide data), you will have to resort to more serious measures - for example, writing a warning letter.
Please provide clarification on the application of paragraph 2 of paragraph 7 of the Rules for the provision utilities citizens approved by the Government Decree Russian Federation dated 23 May 20
Answer
Question:
Please provide clarification on the application of paragraph 2 of clause 7 of the Rules for the provision of public services to citizens, approved by Decree of the Government of the Russian Federation of May 23, 2006 No. 307 and the application of formula No. 9 in Appendix No. 2.
Please provide clarification on the application of paragraph 2 of clause 7 of the Rules for the provision of public services to citizens, approved by Decree of the Government of the Russian Federation of May 23, 2006 N 307 and the application of formula No. 9 in Appendix No. 2.
The above Rules indicate that the total volume (quantity) of consumed electrical energy, determined on the basis of the readings of collective (common house) meters, is distributed among the owners if there are individual or (apartment) meters in all premises of an apartment building - in proportion to their readings.
AT composition of the HOA"On Gagrinskaya" new 9-storey apartment buildings managed by the board of the HOA. The houses are equipped with common house electricity meters and individual (apartment) meters. The partnership has concluded an agreement for the supply of electricity to a residential building and makes settlements with the resource supply organization for all electricity supplied to the house according to the common house metering device.
In the houses of the HOA, energy saving measures are being taken, incl. energy-saving equipment was installed, which ensures the minimization of costs for owners to pay for lighting places common use. Engineering networks are regularly examined for illegal connections and explanatory work is carried out with the owners.
The HOA Board believes that, according to paragraph 2 of clause 7 of the Rules for the provision of public services to citizens, the distribution of expenses for electricity consumed for lighting common areas (MOP) in proportion to the readings of apartment meters is not fair, since:
1. There is a fact of theft of electricity by residents, and it has been established that theft occurs both from the networks of common houses and from the networks of neighbors (as an example, a fact has been established: during the construction of a house, the wires in the apartments are mixed up.) Those who consume less electricity in apartments pay less and for lighting MOS. Many think not about saving, but about how to pay less and abuse it.
2. Facts have been established when the meter is not working, and the verification period has not yet expired.
3. Owners who have several apartments do not live in the HOA building, but regularly come to their apartments, passing through the illuminated entrances, taking the elevator to their floor - while they do not consume electricity in the apartments and do not pay at all for the lighting of the MOS and this contradicts Clause 11 of Article 155 of the LC RF “Non-use by owners, tenants and other persons of the premises is not a reason for non-payment of payment for residential premises and utilities.”
4. The one who consumes more electricity in apartments and pays for physiological comfort (in summer - the operation of air conditioners, in winter - many people escape the long winter and turn on the lighting to the maximum), he pays more for lighting common areas.
And it is impossible to write off the greater consumption of utility resources for the wear and tear of networks, motivating payment for MOS in proportion to the readings of apartment meters.
The draft of the new "Rules for the provision of housing and communal services ..." eliminated this injustice, the calculation is carried out for the resources consumed for general house needs in proportion to the share in common property.
Since February 2010, the HOA "On Gagrinskaya" has billed residents for the lighting of common areas and the operation of electrical equipment in proportion to their share in the common property. According to the complaint of the owner, who consumes electricity in his apartment of 30-60 kW per month (2-room apartment, 3 people live), Rospotrebnadzor of the Volgograd region brought the HOA "On Gagrinskaya" to administrative responsibility with a fine for deceiving residents, since in calculations, formula No. 9 of the current "Rules ..." was not applied. During the inspection of the equipment of a residential building, it was revealed that the electric meter of this owner is not working, technical expertise a specialized organization found that there was unauthorized intervention in the metering device, that is, the residents simply stole. The partnership (bona fide owners) is punished, the thief triumphs, and the HOA is obliged to pay for the consumed electricity to residents according to formula No. 9, and the HOA has no rights to apply any penalties to thieves.
The Management Board asks you to clarify the situation - did the Management Board in 2010 have the right to pay for electricity in public places in proportion to the share in the common property? The HOA did not have any benefits, how much the RSO billed us, how much we accrued to the residents. And how to challenge the fine in court, because the board acted in the interests of conscientious owners?
Answer:
On the application of paragraph 2 of clause 7 of the Rules for the provision of public services to citizens, approved by resolution Government of the Russian Federation dated May 23, 2006 No. 307 (hereinafter referred to as the Rules), we provide the following explanations.
First of all, it is necessary to make a reservation regarding the reference specifically to paragraph 7 of the Rules. This paragraph regulates relations with direct management apartment building(hereinafter - also MKD). In your own case MKD management carries out a partnership of homeowners (hereinafter - HOA), which, in order to provide public services to citizens, has concluded an agreement for the supply of electricity with a resource supply organization (hereinafter - RSO). Therefore, when calculating the amount of payment for power supply services, it is necessary to be guided by clause 23 of the Rules. At the same time, it should be noted that the procedure for distributing the readings of a common house metering device (OPU) between consumers, provided for in paragraph 23 of the Rules, if there are individual metering devices (IPU) in all MKD premises, is similar to the procedure established in paragraph 7 of the Rules, that is, in proportion to the readings of the IPU.
As stated in the letter, the board of the HOA considered this procedure for distributing the volume of electricity consumption unfair and applied its own procedure in the calculations - in proportion to the total area of \u200b\u200bthe premises.
Please note that the rights and obligations of participants in housing relations are determined on the basis of the requirements of good faith, reasonableness and fairness only if housing relations are not directly regulated by housing, civil and other legislation, and at the same time it is impossible to apply the analogy of the law to them (in the absence of norms housing legislation directly regulating similar relations) and the analogy of law (when the rights and obligations of participants in housing relations are determined on the basis of the general principles and meaning of housing legislation) (Article 7 of the Housing Code of the Russian Federation; Article 6 of the Civil Code of the Russian Federation).
In the case under consideration, the rights and obligations of participants in housing relations (owners of premises in MKD and HOA) for the provision and payment of utility services are directly regulated by clause 23 of the Rules and clause 1 of clause 3 of Appendix No. 2 to the Rules. In this connection, the distribution of the volumes of electrical energy consumed in the MKD between consumers should be carried out exactly as indicated in these paragraphs, that is, in proportion to the readings of the IPU.
Concerning the "injustice" of the specified norms of the Rules, we note that the concepts of "fairness" and "injustice" are relative and subjective. So, for some consumers who occupy smaller premises and at the same time consume a larger amount of electrical energy, the distribution procedure used by the HOA seems fair; and vice versa, other consumers, who occupy large premises and consume less electrical energy, naturally consider this distribution procedure to be unfair.
Arguments HOA Board in favor of the procedure applied by him (such as unauthorized consumption of electricity by residents, disablement of ISP, use of common premises by owners of premises actually living at a different address), our opinion is incorrect.
First of all, because the allowed individual citizens violations (unauthorized consumption of electrical energy, failure of the IPU) cannot serve as a basis for changing the procedure for payments for electrical energy established by the legislation of the Russian Federation for other (bona fide) consumers. Moreover, no matter what order of distribution of electricity is applied, it will not affect the situation with the theft of resources and the disablement of the IPU as a whole.
In addition, for cases of unauthorized connection to the electrical network system and malfunction of the IPU, clause 34 and clause 31 of the Rules, a special calculation procedure is provided: if there is an OPU and IPU in the house, the amount of the fee is determined in accordance with clause 22 of the Rules (which, in turn, there is a reference to clause 19 of the Rules) - based on the standards for the consumption of electricity services and the number of consumers permanently and (or) temporarily residing in a residential building. Since the testimony of the IPU in settlements with a “bad faith” consumer, according to the Rules, should not be taken into account, then Rospotrebnadzor of the Volgograd Region. obliged the HOA to charge payments to such a consumer according to formula 9 of Appendix 2 to the Rules wrongfully.
Moreover, in relation to citizens who commit such violations, provided civil law and administrative responsibility . So, according to Article 7.19 of the Code of the Russian Federation on administrative offenses unauthorized connection to electrical networks in the MKD, as well as for unauthorized (unmetered) use of electrical energy, entails the imposition administrative fine for citizens (tenants and owners of residential premises) in the amount of one thousand five hundred to two thousand rubles.
Damage to residential premises equipment (including IPU) in accordance with Article 7.21 of the Code of Administrative Offenses of the Russian Federation may result in the imposition of an administrative fine on citizens (owners and tenants of residential premises) in the amount of one to one thousand five hundred rubles.
Such an argument in favor of the procedure used by the HOA for the distribution of electrical energy, such as the use of illuminated common areas and elevators by owners who do not live in the MKD, cannot be accepted either. So, common areas and elevators are used not only by the citizens themselves, who actually live in this house, but also by their guests. If guests come to some owners more often and in greater numbers than others, this does not mean that payments for electricity services should be adjusted accordingly for them.
The main conclusion that can be reached, summarizing the above, is the following.
The Board of the HOA is not entitled to calculate payments for electricity services in a manner that does not comply with the current Rules for the provision of public services to citizens, no matter what motives it is guided by. If the fact of unregistered consumption of these services is revealed, the corresponding impact must be directed to citizens who commit such a violation, without affecting other consumers.
Answer prepared by CJSC "AKC Zhilkomaudit"