Amendments to the Law “On Protection of Consumer Rights”

Special edition №60

In brief

The Law “On Protection of Consumer Rights” has been amended. A three-level system of protection is introduced. An unified information system will automate the process of receiving and considering customer complaints on a “one-stop shop” basis.

In detail

Amendments include:

The following Institutes for pre-court consumer dispute settlement were introduced:
- mediation;
- arbitration: arbitration tribunals formed to consider a specific dispute and permanent arbitration tribunals;
- public associations of consumers: voluntary association of consumers to protect their rights and interests;
- self-regulatory organizations: non-profit organizations in the form of an association (union), public association or other form based on voluntary or mandatory membership of private businesses.
Vendors must provide contact details of the regulator and the institutes for pre-court consumer dispute settlement, where goods are sold.
A three-level system for considering consumer disputes includes:
- at the vendor level: consumer can make a claim to the vendor for the elimination of violations of rights and compensation for losses;
- at the regulator level or via an institute for pre-court consumer dispute settlement;
- in court.
The three-level system does not oblige a consumer to follow any procedural sequence. A consumer may submit a claim directly to court without submitting a claim to a vendor.
The concept of a “Unified Information System”, to automate the process of receiving and considering customer complaints on a “one-stop shop” basis, is introduced.
The unified information system will start operating on 1 January 2021 and will track consumer complaints throughout the dispute except for the courts.
State control (inspection / audit) takes place in the form of:
- an unscheduled inspection in accordance with the Entrepreneurial Code;
- preventive control without visiting premises of sellers, manufacturers, contractors, etc.