1. Documents which have to be submitted to the CRPC. In order to receive the CRPC assistance service consumer has to write a complaint. Consumer has to sign the complaint or, if consumer wishes to deal with the dispute through a representative, the complaint has to be accompanied by a power of attorney attesting the right of representation. Complaint has to be written in Latvian. The following documents have to be attached to the complaint. In case goods or services do not comply with the terms of the contract - A copy of the complaint addressed to the seller; - A copy of the answer provided by the seller, if such has been received; - Other evidence that supports the existence of the dispute (e.g. an expert opinion ) and the subject of the dispute (a copy of the payment document (e.g. a copy of the receipt, a copy of the bank transaction,) or a copy of the contract, etc.). In case of refusal to ensure the right of withdrawal - A copy of the form of the right of withdrawal or the notification of the right of withdrawal; - A document certifying that the goods or services have been purchased in a distance (e.g. on the internet) or outside a permanent place of sale; - A copy of the payment document; - Other relevant document copies (if available). In case the goods have not been delivered or the service has not been provided - A copy of the withdrawal application from the contract addressed to the seller; - A copy of the answer provided by the seller, if such has been provided; - A copy of the payment document; - Other relevant document copies (if available), In case of flight cancellation, delay or refusal of boarding - A copy of the complaint addressed to the air carrier; - A copy of the answer provided by the air carrier, if such has been received; - Copies of other relevant documents (tickets, boarding passes, correspondence with the air carrier etc.). Regarding ship services - A copy of the complaint addressed to the carrier or the port terminal operator; - A copy of the answer provided by the carrier or port terminal operator, if such has been received; - Copies of other relevant documents (tickets, correspondence with the carrier etc.). 2. Request a service. Consumer can submit a complaint: - On the portal Latvija.lv, using an e-form; - By e-mail - consumer must certify the complaint and the attached documents thereto with a secure electronic signature and time stamp. - By post. - In person, by scheduling a visit over the phone and arriving at the CRPC. 3. Receiving the service. Consumer may receive an answer from the CRPC regarding the complaint in one of the following ways: - On the portal Latvija.lv, if the e-Address is activated; - On the specified e-mail address; - By post - a letter will be sent to the declared postal address. - In person, upon arrival at the CRPC - consumer will need to prove an identity by presenting a personal identification document (ID or passport).