Public survey on consumer protection

One of the tasks of modern Kazakhstan is the need to apply effective methods of consumer protection. Effective observance of consumer rights will lead to an improvement in the quality of life of citizens. At the same time, trust in the state will be ensured with effective protection of the rights of the population, i.e. providing consumers with safe and high-quality goods, works and services (in the areas of housing and communal services, catering, consumer services, communications, medical, educational, transport, financial, tourism, etc.).

In this regard, by order of the Committee for Consumer Protection of the Ministry of Trade and Integration of the Republic of Kazakhstan, an online sociological study was conducted among the population of Kazakhstan in the field of consumer protection in two main areas: determining the level of satisfaction of the population with certain types of services; determining the level of legal literacy of the population of the Republic of Kazakhstan in the field of consumer protection.

The survey was attended by representatives of different groups, different levels of education, social status, place of residence.

At the first stage of the study, respondents were asked to evaluate 20 trade/service industries.

In the East Kazakhstan region, the majority of respondents noted that they did not use air transport - 65%, were satisfied with the quality of service of rail transport - 37.7%, intercity and international road transport, including taxi - 81%, urban public transport - 78.6%, satisfied with electricity supply - 91.1%, water supply - 90.5%, heat supply – 85.7%, also noted that they do not use gas supply services - 14.8%, satisfied with the quality of services provided in tourism – 73.4%, in e–commerce - 80.4%, in mobile communications - 88.3%, in Internet providers - 83.5%, quality of medical services - 81.5%, banking services - 90.3%, educational services 88.1%, in catering - 87.9%, in the field of market services - 86.9%, in supermarkets and shops - 91.7%, in the sphere of household services - 88.9%.

The majority of respondents in the region did not encounter a violation of consumer rights in 2021 - 91.1%, in the provision of transportation services - 76%, in the housing and utilities sector - 82.6%.

However, residents of East Kazakhstan Region are unsatisfactory to the work of the AXIS - 31.5%, in the provision of household services, they face violation of consumer rights in workshops for the repair of clothes and shoes -26.5%, for the repair and manufacture of furniture - 35.2%.

These indicators indicate that, in general, the percentage of satisfaction of residents of the region is higher than the percentage of dissatisfaction in almost all areas.

The purpose of the second stage of the survey was to determine the level of legal literacy of the population in the field of consumer protection.

The majority of respondents - 82.6% - gave a positive assessment of the current situation with the observance and protection of consumer rights in the Republic of Kazakhstan, 88.4% believe that the situation with the state regulation of consumer protection has improved this year.

More than 66.5% of respondents answered that they are familiar with the Law of the Republic of Kazakhstan "On Consumer Rights Protection" or know about its existence, but have not used it in practice.

In case of violation of consumer rights, more than half of the respondents stated that they would contact the authorized body for consumer protection, the rest of the respondents would seek the services of lawyers and non-governmental organizations (NGOs).

Out of the total number of respondents, 67.3% of respondents will turn to public associations for help in protecting consumer rights, 66.3% of respondents when contacting public organizations for consumer protection, their rights and requirements were fully satisfied. Of the respondents who turned to mediation services, 63.1% indicated that their rights were fully satisfied when they applied.

About 38.5% of respondents focused on the improvement of the situation in the field of consumer protection on tougher penalties for violations, strengthening state control over consumer protection and simplifying the method of filing a violation application for consumers.

The majority of respondents 40.9% noted the greatest use of the Unified Information System for Consumer Protection "e-tutynushy", when selling goods (works, services), sellers (manufacturers, performers) provide information about consumer protection organizations -42.6%.

Consumers regarding the protection of their consumer rights can contact the Department for Consumer Protection of the East Kazakhstan region (Ust-Kamenogorsk, Krylova str., 114, phone 8/7232/267207, e-mail: dzpp.vko@mti.gov.kz ).

Also, we would like to draw your attention to the fact that any consumer can access the site www.e-tutynushy .kz through a computer or mobile application and send your appeal on consumer protection issues.

Protect your rights and become a competent consumer!