In accordance with the main law of the country, the Republic of Kazakhstan asserts itself as a democratic, secular, legal and social state, the highest values of which are a person, his life, rights and freedoms. In this regard, in order to maximize consumer protection in market relations, systematic changes and additions are regularly made to the legislation on consumer protection. At the same time, the authorized body has developed a draft law, which is being actively discussed on the country's information platform and is being considered in the Majilis. The amendments proposed in the draft laws are designed to increase the responsibility of business and are aimed at protecting the population – each of us, all 19 million Kazakhstanis.
The largest number of consumer complaints by specific weight is observed in the following industries:
- retail trade (48% (14.3 thousand requests);
- household services (19% (4.7 thousand requests);
- electronic commerce (9% (2.6 thousand requests);
However, these facts do not reflect the actual state of affairs in the field of consumer protection, since some consumers do not apply to state bodies and public consumer associations for protection of violated rights.
According to the proposed bill, it is proposed to introduce the institution of an Ombudsman. The Institution of the Ombudsman for Consumer Protection issues assigns a special public status to the appointed person, he will be the eyes and voice of the consumer community of consumers in the highest echelons of government, act as a coordinator of the society, bear responsibility.
According to the results of a sociological survey conducted in 2022: out of 10 thousand respondents, 56% consider it necessary to introduce the institution of an ombudsman for consumer protection.
Its main functions will be consideration of consumer complaints, consulting, coordination of public institutions for consumer protection, participation in the development of draft regulatory legal acts, the formation of an annual report on the state of affairs in the field of consumer protection, protection of the rights of an indefinite circle of consumers in court.For example, in Poland and Germany, consumers actively use the help of the municipal and regional Commissioner for Consumer Rights (Ombudsman).