ZKA: The current consumer protection system is effective

The ZKA has in this case praised the handling of complaints, planning and implementation of inspections, implementation of strategies and programmes, public awareness, and interilateral co-ordination.

“The results of auditing show that despite institutional efforts, consumers in Kosovo do not enjoy real, just and effective protection, as well as institutions fail to guarantee transparency and full responsibility in this regard”.

The current subx0>System for consumer protection is not well co-ordinated, and represents weaknesses highlighted in almost every link. Procedures for handling complaints are not accessible, unified, and are not systematically and verifiably monitored, unable to provide reliable and transparent supervision for the performance and resolution of” cases.

“Inspections are conducted mainly after individual complaints and not on the basis of risk analysis. The strategies and plans for consumer protection do not convey concrete and measurable actions, while awareness campaigns are limited and do not reach all citizens. Co-ordination between institutions is weak and an integrated system for data sharing is lacking and the mutual prosecution of” cases, said by ZKA.

Regarding this audit, General Auditor Vlora Spanca has said the shortcomings identified in the functioning of the consumer protection system directly affect citizens' right to safe products and services, clear information and effective protection mechanisms.

To increase the effectiveness of dealing with complaints, strengthening inspections, raising awareness and inter-institute co-ordination for consumer protection, the ZKA has given 13 recommendations.