Try to resolve the issue with the sellerContact the Consumer Rights Protection Committee of the Ministry of Trade and Integration of the Republic of KazakhstanFiling a complaint with public consumer associations (optional)Filing a claim to the Court

How to file a complaint about a sub-standard product or service?

Введение

When can a complaint be filed?

A citizen has the right to file a complaint if:

  • the product turned out to be of poor quality (flaw, defective, incomplete package);
  • the product does not match the description or advertising promises;
  • the service was provided poorly or partially;
  • the seller refused to refund the money or exchange the goods within the specified time frame;
  • delivery, repair or warranty deadlines were violated;
  • a dispute arose regarding the warranty obligation.

This life situation describes a step-by-step procedure for citizens and also contains links to the regulations applicable.

Contact the Consumer Rights Protection Committee of the Ministry of Trade and Integration of the Republic of Kazakhstan

If the seller does not comply with the requirements or the situation is complex, you can contact:

Consumer Rights Protection Committee of the Ministry of TI of the RK

What needs to be attached:

  • a copy of the claim to the seller;
  • evidence of refusal or the absence of response;
  • purchase documents;
  • correspondence or acts.

Filing a complaint with public consumer associations (optional)

You can contact:

  • the Consumer Rights Protection Association
  • other NGOs.

The population also has the opportunity to submit appeals to public associations, pre-trial settlement entities, and business entities.

They help prepare claims and support the process.

Filing a claim to the Court

If the seller and the regulatory authorities have not resolved the dispute:

  1. File a lawsuit in the court at the seller's place of residence or place of registration.
  2. State duty shall not charged concerning the consumer rights protection of (Tax Code of the Republic of Kazakhstan).

The court may order:

  • money refund,
  • fine for the seller,
  • recovery of moral damages,
  • compensation for damages.

Complaints about defective goods or services can be filed directly with the Ministry of Trade and Integration. Kazakhstani law provides a wide range of consumer protection tools, including product returns, exchanges, repairs, compensation, and legal protection.

Try to resolve the issue with the seller

  1. Contact the seller with a written complaint.
  2. Please attach the following to your claim: receipt, agreement, warranty card, photo/video of the defects.
  3. The period for consideration of a claim is 10 days.

If the seller doesn't respond or refuses, proceed to the next step.