Receiving consumer complaints through the system e-tutynushy.kz

Today, the sphere of consumer protection is one of the most problematic areas in the country. Its main reason is the ignorance of citizens of their rights and laws, the difficulties of the parties in resolving conflicts, the ignorance of consumers of the algorithm of actions in resolving disputes.

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 site www.e-tutynushy.kz Every consumer can report their violated rights using a mobile phone or computer. Before contacting the authorized body, the consumer 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 responsible for the dispute.

In case of sending a complaint to the subject of the pre–trial settlement of the dispute, the main subject of consideration of the dispute will be the restoration of violated rights and compensation for damage. 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 do I post a complaint in the EIS?

To do this, the consumer, being at the point of sale (at the place of rendering services, performing work), needs to go to the main page www.e-tutynushy.kz select an organization to submit a request, go to "send a request", 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, an entrepreneur must register with the EIS, which will allow him to:

- receive complaints from consumers directly;

- to settle the dispute in a timely manner at the first stage, resolving it peacefully "here and now", without the participation of external parties, which is much more profitable for both the entrepreneur and the consumer;

- to improve legal literacy and the quality of customer service.

As a result, the entrepreneur will be able to solve the problem on his own within 10 days, to satisfy the legitimate demands of the consumer. If this does not happen, government agencies will automatically be involved in the process. And this will entail, among other things, penalties for businesses. In this regard, I urge entrepreneurs to register on this platform.

The Department of Trade and Consumer Protection in the East Kazakhstan region explains how to submit your application through the Unified Information System for Receiving Complaints on Consumer Protection (E-tutynushy).

1. You need to follow the link - https://e-tutynushy.kz
2. Next, log in to the site
3. Click on the button - Authorization for Consumers (if you are a consumer)
4. Enter your mobile phone number
5. A code must be sent to the specified number
6. Enter the code from the SMS. You are logged in to the system.
7. Next, click on the button to submit an appeal
8. Select the instance you want to contact. After that, fill out the form and submit your application.