Is writing a complaint free?

Yes. Writing complaints is free for consumers, and answering complaints is free for brands.

Can a brand pay to have a complaint removed?

No. Removal cannot be bought. A complaint is removed when it breaks the rules (insults, personal data, false accusations of a crime). A place in the rankings cannot be bought either.

Can I write anonymously?

Yes. When writing a complaint you can choose not to show your name. An account and a verified phone number are still required, to keep fake complaints out.

How is the brand score calculated?

From the response rate (30%), response speed (20%), resolution rate (30%) and consumer satisfaction (20%). A brand with fewer than 10 complaints has no score yet.

How zalba.me works

Updated 2 October 2026

zalba.me is an independent platform where consumers in Montenegro post complaints in public and brands answer in public. Here is what happens to a complaint from the moment you send it.

1. An account and a confirmation

To write a complaint you need an account with a confirmed email address, and soon a verified phone number as well. The address and the number are never shown; the confirmation keeps one person from writing complaints under several fake names.

2. Writing the complaint

In the form you choose the brand, describe the problem and, if you wish, add photos and documents. You can choose not to show your name. If the brand is not listed yet, you can suggest it.

3. The check before publication

Every complaint is checked before it becomes public. Personal data such as a phone number, an email address or an account number is hidden automatically. A complaint that is clear and has nothing questionable in it is published at once; if there is any doubt, a moderator looks at it. You are told the outcome, and if the complaint was not published you are told why, so you can change it and send it again.

4. The brand's reply

A brand that has claimed its profile is notified of every new complaint and can reply in public, under the complaint. For details that are not for the public, such as a contract number, you and the brand can exchange private messages. Claiming a profile and replying are free for brands.

5. Resolved or not

Only you decide whether the problem is solved. On the complaint's page you mark the outcome and give a rating from 1 to 5.

6. The brand score

All complaints together give the brand a score from 0 to 100: how often it replies, how fast, how many complaints it resolves and how satisfied consumers are. A brand with fewer than 10 complaints has no score yet, so that a single complaint cannot affect it unfairly.

7. Other consumers

Anyone who had the same problem can confirm it with the “I had this problem too” button or leave a comment. That shows whether a problem is a one-off or a common one.

Your data

In your account settings you can download a copy of your data and delete your account. After deletion your complaints stay without your name, marked “Deleted user”, and you can choose to have the complaints removed as well.

If you think content breaks the rules

Every complaint has a “Report content” link, and at the bottom of every page there is a “Removal request” form, which brands and people without an account can use too.