Kazakhstan is taking significant steps to protect consumer rights with the introduction of new measures outlined in a draft law, the Astana Times reports.
The Minister of Trade and Integration, Serik Zhumangarin, announced the creation of a new position called the Ombudsperson on Consumer Protection during a government meeting on June 19. The role of the ombudsperson will involve coordinating all issues and complaints related to consumer protection.
In addition to the establishment of this position, the draft law aims to simplify the consumer complaint process. It will reduce the current four-stage process to just two stages, making it more efficient and accessible for consumers. The law also introduces civil legal liability in the form of court-ordered fines, which will serve as an incentive for businesses to address legitimate consumer claims voluntarily. Furthermore, the fundamental principles of consumer protection will be expanded to cover public utilities, transportation, health, tourism, and communications.
The efforts to protect consumer rights have been in progress since 2020. The need for these measures is evident as the number of appeals regarding violations of consumer rights has been increasing annually by 20%. In 2022, nearly 50,000 appeals were received, indicating a growing awareness and demand for consumer protection.
Among the areas that received the most complaints were health and communication services, urban public transportation, and catering. Dissatisfaction with the quality of these services prompted consumers to seek legal counsel and support. In fact, 44.8% of all appeals in 2022 involved seeking and receiving legal assistance. Positive outcomes were achieved in 43.7% of cases, resulting in the return of $1.75mn to consumers.
Minister Zhumangarin emphasized that the increase in consumer complaints reflects not only a rise in violations of consumer rights but also an improvement in consumer culture. It provides an accurate representation of consumer sentiments and exposes the prevalence of substandard products and services in the market.
Prime Minister Alikhan Smailov addressed some of the primary reasons behind citizens' complaints, including low-quality goods, missing or inaccurate price labels, and delayed reimbursement of funds by online retailers. The growth of e-commerce in Kazakhstan particularly accelerated following the Covid-19 pandemic, has led to an increased need for consumer protection in the digital marketplace.
The new measures outlined in the draft law are expected to enhance consumer rights and ensure fair treatment for all citizens of Kazakhstan.
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