How consumers can leave an appeal/complaint through the system e-tutynushy.kz ?
There are several ways to send a complaint to a business entity, to a subject of pre-trial settlement of a dispute, as well as to a state body.
As the analysis of complaints shows, not every consumer wants to independently resolve a consumer dispute with an entrepreneur, proving his case, and the procedure for forming a complaint, sending it to an entrepreneur takes some time.
In this connection, since January 1, 2021, a Unified information system for consumer protection has been launched and is functioning e-tutynushy.kz (hereinafter referred to as the EIS), which is designed for prompt and high–quality consideration of consumer complaints
And this means that on the website www.e-tutynushy.kz every consumer can report their violated rights using a mobile phone or computer. The consumer, before contacting the authorized body, should try to resolve the issue directly with the business entity. If the business entity does not respond to the claim within 10 days, the consumer applies to the state body whose competence the issue of the dispute relates to.
In case of sending a complaint to the subject of pre–trial settlement of the dispute, the main subject of consideration of the dispute will be the restoration of violated rights and compensation for damages. In the case of sending a complaint to a state body, when confirming the facts of violations of the requirements of the legislation, the main subject of its consideration will be bringing the entrepreneur to administrative responsibility.
How to place a complaint in the EIS? To do this, the consumer, being at the point of sale (at the place of rendering the service, performing the work), must on the main page www.e-tutynushy.kz select an organization to submit an appeal, go to "send an appeal", then fill out the form. The main condition for submitting applications is the availability of documents confirming the occurrence of a consumer dispute with a legal entity.
And yet, the consumer needs to register, specifying the full name, IIN, email address and phone number for feedback.
And how can an entrepreneur see this complaint? To do this, the entrepreneur must register with the EIS, which will allow him:
As a result, the entrepreneur will be able to solve the problem independently within 10 days, satisfy the legitimate requirements of the consumer. If this does not happen, government agencies will automatically join the process. And this will entail, among other things, penalties for business. In this regard, I urge entrepreneurs to register on this platform.
Currently, work is underway to assign each business entity a unique identifier in the form of a QR code, which will be placed in a prominent place, for example, on the entrance door of the facility, and in stores - near the cash register. If the consumer considers that his rights have been violated, he scans the QR code, logs into the system and has the opportunity to file a complaint with the seller, public consumer protection associations and the state body.
We remind you that for advice on consumer protection issues, you can contact the hotline of the Department for Consumer Protection of the Akmola region 8 (716 2) 50-51-22 or at the address: Kokshetau, ul.Auelbekov 117 office 6.
Facebook Instagram (akmola.dzpp) and Facebook (Department for Consumer Protection of Akmola region), as well as questions on consumer protection can be placed in the Telegram bot (@kzpp_bot.
Head of the Department for Consumer Protection of Akmola region Svetlana Zanegina