The Ministry of Trade and Integration has launched a pilot version of the consumer protection platform in Nur-Sultan.

In October this year, the Ministry of Trade and Integration of the Republic of Kazakhstan launched a pilot version of a digital consumer protection platform in Nur-Sultan.

The digital consumer protection platform should become a centralized point for the collection, processing and monitoring of all the consumer complaints/requests.

In the first phase of the pilot project, testing of the collection and processing of the  requests by categories of “Exchange / Product Returns” will be carried out. Three large retailers such as Alser, Magnum Cash & Carry, Anvar are involved in the pilot project.

Consumers can access the platform at weask.kz and leave their requests / complaints for the exchange of the purchased goods in the above mentioned stores. In this case, it is necessary that the goods should meet the goods returning requirements of the retail shop. Other categories of the complaints are under development and will be available within a full launch of the platform.

To file a complaint / request the consumer may use different available channels:

• By sending their requests directly on the platform (weask.kz);
• By scanning the QR code with smartphones at retail shops.

 

As soon as the complaint is filled out in the platform form, the consumer’s request will be reviewed by the shop. If the consumer is not satisfied with the retailer’s response,  the request will be forwarded to the Committee on Consumer protection of the Ministry of Trade and Integration of the Republic of Kazakhstan.

After the launch of the full-functional platform, it is expected that consumers will be provided with the necessary information about their rights and opportunities, all the interactions with business and government will be online, which will help to improve the quality of services / goods sold.

Consumers will also have the opportunity to apply online to have a support from the public associations and other pre-trial settlement bodies in Kazakhstan for additional information and help.

In case if you are a retailer who is operating in Kazakhstan and you are interested in participation at the pilot project, please contact us: 8 (7172) 75 06 65, Salimzhan Toilybek.