The Committee's semi-annual report: consumer protection measures in facts and figures

The Committee on Consumer Protection of the Ministry of Trade and Integration of the Republic of Kazakhstan held an expanded meeting of the board, which summed up the results of activities for the first half of 2025. The meeting was attended by the first heads of the territorial departments of trade and consumer protection, as well as representatives of the structural divisions of the Committee for Technical Regulation and Metrology. The meeting was opened and conducted by the Chairman of the Consumer Protection Committee, Askar Tynisbekov.
The results of work with consumer complaints, the practice of state control, judicial protection measures, the implementation of the Sapaly Onim project are considered, and the effectiveness of the activities of territorial departments during the reporting period is assessed.
In the first six months of 2025, the Committee and its territorial divisions considered 37,090 appeals, which is 151.8 percent more than in the same period last year. Requests were received through the eOtinish platform and ODO (63.8 percent), a hotline (21.4 percent), a Telegram bot (3.9 percent), as well as during personal receptions (10.9 percent). The main topics of the appeals included retail trade, e-commerce, housing and communal services, consumer services and catering.
According to the results of incoming signals from citizens, the territorial departments conducted 618 inspections of business entities, which is 108 percent more than in the same period last year. The largest number of inspections was carried out in Shymkent, as well as in Astana and Turkestan region. According to the results of the inspections, 351 business entities were brought to administrative responsibility in the form of a fine totaling 12.3 million tenge. 331 warnings have been issued.
As part of the judicial protection of citizens' rights, the Committee participated in 82 court proceedings, including eight lawsuits in the interests of consumers. 215 orders were issued to eliminate the identified violations. As a result of the measures taken, consumer rights were protected in the amount of 1.3 billion tenge, which is 170 percent higher than in the same period last year. The largest amount of reimbursed amounts was provided by the departments of Almaty, Astana and Shymkent.
In three key categories of cases, the Committee recorded 200 cases of consumer protection totaling almost one billion tenge. Among them are 42 cases with compensation of over five million tenge for a total amount of 923.3 million tenge, 89 appeals on identical issues for the amount of 27.7 million tenge, as well as 69 cases of protection of an unspecified group of persons for the amount of 14.3 million tenge.
Within the framework of the Sapaly Onim project, selective quality control of goods was carried out. 346 product samples were purchased. Violations were detected in 50 percent of cases, including non-conformity with labeling (80 percent) and violation of sanitary standards, such as expired shelf life, non-conformity of composition and lack of supporting documents (20 percent). According to the results of the control, 60 business entities were brought to justice.
In the final part of the meeting, special attention was paid to the issues of crime prevention and compliance with official ethics. The heads of the territorial departments were instructed to strengthen measures to prevent corruption risks, ensure compliance with the standards of professional ethics, eliminate conflicts of interest, and organize regular training events on anti-corruption issues.
The Committee will continue its systematic work to ensure the rights of consumers. The priority remains improving the quality of services provided, transparency of response mechanisms and strengthening personal responsibility for the results of work on the ground.