We all are Consumers
A consumer is any individual who purchases or uses goods, works, or services for purposes that are not related to business or entrepreneurial activities.
This includes items and services for personal, family or household use.
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Consumer rights are established and regulated by the legislation of the Republic of Kazakhstan concerning the acquisition of goods and services.
Under Kazakhstan law, consumers have the right to purchase, select, return, or exchange goods and services of both proper and improper quality. They are also entitled to receive complete and accurate information before making purchasing decisions.
Kazakhstan's consumer protection framework provides robust legal safeguards for all individuals purchasing goods and services. These protections apply equally whether you shop in physical stores or online, ensuring fair treatment across all commercial transactions.
Knowing your rights transforms you from a passive buyer into an empowered consumer. This knowledge enables you to make confident purchasing decisions, recognize unfair practices, and take appropriate action when problems arise.
By exercising your rights, you contribute to a culture of accountability in the marketplace. Businesses that consistently face informed consumers are motivated to maintain higher standards, creating a positive cycle that benefits the entire community and strengthens economic trust.
Kazakhstan's consumer protection framework provides robust legal safeguards for all individuals purchasing goods and services. These protections apply equally whether you shop in physical stores or online, ensuring fair treatment across all commercial transactions.
Knowing your rights transforms you from a passive buyer into an empowered consumer. This knowledge enables you to make confident purchasing decisions, recognize unfair practices, and take appropriate action when problems arise.
By exercising your rights, you contribute to a culture of accountability in the marketplace. Businesses that consistently face informed consumers are motivated to maintain higher standards, creating a positive cycle that benefits the entire community and strengthens economic trust.
Understanding and protecting your consumer rights
is essential for several important reasons:
Informed consumers can better recognize and avoid deceptive practices. Many people fall victim to fraud simply because they are unaware of the legal protections available to them under Kazakhstan's consumer protection legislation.
Asserting your rights when legally entitled strengthens the marketplace. When individuals demand quality goods, reliable services, and fair treatment, it elevates business standards and improves commercial relationships for everyone.
Basic Consumer Rights:
Right to
Safety
Right to
Proper Quality
Right to Exchange
or Return
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!
Right to
Information
!
!
Right to
Legal protection
Legal protection
Right to
Compensation
Compensation
Right to
Free Choice
Free Choice
Consumer rights can be violated in various ways.
Here are some common examples:
1. Inclusion of contractual terms that undermine consumer rights compared to the existing legislation of the Republic of Kazakhstan.
2. Price manipulations, such as when a product is labeled with one price but a different price is charged at the cashier. According to human rights activists, such actions can fall under the Criminal Code. However, stores have learned to mask this violation as an error, claiming that an employee attached the wrong price tag or failed to update the information at the cashier.
3. Imposition of services. Nowadays, a more prevalent practice is not direct imposition but the provision of so-called service packages. These packages are often accompanied by lengthy and complex terms and conditions written in small font that consumers may tire of reading or lose track of what they originally intended to purchase. As a result, people often agree without reading and end up complying with hidden requirements.
These are just a few examples of how consumer rights can be violated, highlighting the importance of being aware of one's rights and being vigilant as a consumer.
Let's consider examples of rights violations and solutions to such problems:
WHAT TO DO IF THE PRICE ON THE PRICE TAG DIFFERS FROM THE PRICE AT THE CASHIER?
Stores provide services based on a so-called public contract of sale. The seller communicates information about the product, including its price, through the price tag.
On these terms, the consumer has the right to enter into a contract. Therefore, the customer can demand to purchase the product at the price indicated on the price tag.
WHAT TO DO IF I ACCIDENTALLY DAMAGE A PRODUCT IN THE STORE (E.G., BROKE A BOTTLE)?
Firstly, it is necessary to determine whose fault it was. Stores often have surveillance cameras for this purpose. Additionally, both the store and the consumer can involve witnesses to the incident.
If it is found that the employees are at fault, for example, if the floor was slippery after cleaning or the bottles were placed carelessly and not properly secured, the consumer is not obliged to pay for the damaged product.
WHAT TO DO IF YOU SUSPECT THAT SOMETHING IS WRONG WITH THE PRODUCT
THAT YOU HAVE PURCHASED?
Submit the product for analysis to a chemical laboratory. In the case of detecting dangerous substances (or substances not declared in the composition), file a complaint with the Consumer Protection Agency (Kazpotrebnadzor) and the police.
Such a violation is not only a case of selling substandard products but also a threat to the health of an indefinite number of citizens.
IF AN ITEM FROM AN ON-LINE STORE IS OF THE WRONG SIZE OR POOR QUALITY, WHERE SHOULD YOU TURN TO GET A REFUND?
Directly contact the online store. According to the law on consumer rights protection, which includes rules for distance selling of goods, you can refuse the item within at least one week (if the seller provided return policy documents with the shipment) or up to three months (if the necessary documents were not provided by the seller) to request a refund.
Remember to always keep records of transactions, receipts, and any relevant evidence when dealing with consumer rights violations.
Stores provide services based on a so-called public contract of sale. The seller communicates information about the product, including its price, through the price tag.
On these terms, the consumer has the right to enter into a contract. Therefore, the customer can demand to purchase the product at the price indicated on the price tag.
WHAT TO DO IF I ACCIDENTALLY DAMAGE A PRODUCT IN THE STORE (E.G., BROKE A BOTTLE)?
Firstly, it is necessary to determine whose fault it was. Stores often have surveillance cameras for this purpose. Additionally, both the store and the consumer can involve witnesses to the incident.
If it is found that the employees are at fault, for example, if the floor was slippery after cleaning or the bottles were placed carelessly and not properly secured, the consumer is not obliged to pay for the damaged product.
WHAT TO DO IF YOU SUSPECT THAT SOMETHING IS WRONG WITH THE PRODUCT
THAT YOU HAVE PURCHASED?
Submit the product for analysis to a chemical laboratory. In the case of detecting dangerous substances (or substances not declared in the composition), file a complaint with the Consumer Protection Agency (Kazpotrebnadzor) and the police.
Such a violation is not only a case of selling substandard products but also a threat to the health of an indefinite number of citizens.
IF AN ITEM FROM AN ON-LINE STORE IS OF THE WRONG SIZE OR POOR QUALITY, WHERE SHOULD YOU TURN TO GET A REFUND?
Directly contact the online store. According to the law on consumer rights protection, which includes rules for distance selling of goods, you can refuse the item within at least one week (if the seller provided return policy documents with the shipment) or up to three months (if the necessary documents were not provided by the seller) to request a refund.
Remember to always keep records of transactions, receipts, and any relevant evidence when dealing with consumer rights violations.
Important questions:
Kazakhstan has implemented a three-tier mechanism for the resolution of consumer complaints, which extends to adolescent consumers as well.
The first tier requires the seller to examine the purchaser's claim independently or in collaboration with consumer rights protection organizations. This represents the initial stage wherein disputes may be resolved amicably through alternative dispute resolution mechanisms. During this phase, adolescents may engage directly with the seller to address concerns and seek immediate resolution.
Should the seller decline to engage in negotiations, the second tier involves governmental intervention: the complaint is submitted either to the Committee for Consumer Rights Protection or to another designated regulatory body. Adolescents may lodge such complaints independently or with parental assistance.
The third tier of complaint resolution entails judicial proceedings. At this juncture, adolescents require the support of their parents or legal guardians, as all court-related proceedings must be conducted on behalf of such adolescents by their parents or legal guardians.
The first tier requires the seller to examine the purchaser's claim independently or in collaboration with consumer rights protection organizations. This represents the initial stage wherein disputes may be resolved amicably through alternative dispute resolution mechanisms. During this phase, adolescents may engage directly with the seller to address concerns and seek immediate resolution.
Should the seller decline to engage in negotiations, the second tier involves governmental intervention: the complaint is submitted either to the Committee for Consumer Rights Protection or to another designated regulatory body. Adolescents may lodge such complaints independently or with parental assistance.
The third tier of complaint resolution entails judicial proceedings. At this juncture, adolescents require the support of their parents or legal guardians, as all court-related proceedings must be conducted on behalf of such adolescents by their parents or legal guardians.
The main organization responsible for consumer rights protection in general and rights of teenagers as well is the Committee for Consumer Rights Protection under the Ministry of Trade and Integration of the Republic of Kazakhstan. In addition to this, there are around 18 government agencies that protect consumer rights in various sectors. For example, the Ministry of Education has quality departments, similar units exist in the Department of Tourism and Sports and in the Ministry of Health.
When it comes to railways and air travel, there are also specific standards that must be met, ensuring quality and safety. If any standards have not been followed, one can turn to the Committee for Technical Regulation.
The most convenient service for consumer rights protection currently is on-line platform Tutynushy.kz (https://e-tutynushy.kz). It is currently in the pilot testing phase and does not contain all trading organizations in the country.
According to information posted on the government's website, each trading entity will be assigned a unique identifier in the form of a QR code, which will be displayed prominently in retail outlets. If a buyer believes that their rights have been violated, they can scan the QR code, enter the system, and be able to submit a complaint to the seller, consumer associations or government agencies. Seller will be able to see the complaint and will have 10 days from the date of submission to fulfill the consumer's legitimate demands. If this does not happen, government agencies will be automatically involved, which may result in penalties for the seller.
Complaints also can be filed with the Committee for Consumer Rights Protection under the Ministry of Trade and Integration of the Republic of Kazakhstan through the eOtinish service (https://eotinish.kz) via web-site or eGov mobile application. It is also possible to submit an inquiry through the Telegram bot @kzpp_bot.
When it comes to railways and air travel, there are also specific standards that must be met, ensuring quality and safety. If any standards have not been followed, one can turn to the Committee for Technical Regulation.
The most convenient service for consumer rights protection currently is on-line platform Tutynushy.kz (https://e-tutynushy.kz). It is currently in the pilot testing phase and does not contain all trading organizations in the country.
According to information posted on the government's website, each trading entity will be assigned a unique identifier in the form of a QR code, which will be displayed prominently in retail outlets. If a buyer believes that their rights have been violated, they can scan the QR code, enter the system, and be able to submit a complaint to the seller, consumer associations or government agencies. Seller will be able to see the complaint and will have 10 days from the date of submission to fulfill the consumer's legitimate demands. If this does not happen, government agencies will be automatically involved, which may result in penalties for the seller.
Complaints also can be filed with the Committee for Consumer Rights Protection under the Ministry of Trade and Integration of the Republic of Kazakhstan through the eOtinish service (https://eotinish.kz) via web-site or eGov mobile application. It is also possible to submit an inquiry through the Telegram bot @kzpp_bot.
The rights of teenage consumers are afforded the same legal protections as those of adult consumers; however, their interests must be represented by adult parties. With respect to specific provisions or regulatory frameworks pertaining to teenagres, these are limited primarily to prohibitions on the sale of tobacco products and alcoholic beverages to minors, accompanied by corresponding legal sanctions.
Such regulations safeguard the right of teenagers to maintain a healthy lifestyle. Furthermore, in instances where a teenager purchases a defective or substandard product, they retain the right to lodge a complaint or pursue legal remedies, in the same manner as adult consumers.
Such regulations safeguard the right of teenagers to maintain a healthy lifestyle. Furthermore, in instances where a teenager purchases a defective or substandard product, they retain the right to lodge a complaint or pursue legal remedies, in the same manner as adult consumers.
The National Consumer League represents the sole organization in Kazakhstan with national status, maintaining an extensive network of branch offices established throughout the country.
The National Consumer League operates in accordance with unified quality standards and provides purchasers with expert guidance on consumer rights protection. Complimentary consultations are extended to low-income individuals and persons with disabilities.
Upon receipt of a complaint, in addition to providing pro bono legal counsel, the personnel of the National Consumer League assist consumers in pursuing compensation for moral and material damages inflicted by unscrupulous commercial entities.
Consequently, teenagers may consult with the personnel of the National Consumer League in the same capacity as adult consumers to obtain guidance on their concerns. Nevertheless, it is essential to recognize that in cases involving claims for compensation for moral and material damages, the presence of teenagers' parents or legal guardians may be mandated.
The National Consumer League operates in accordance with unified quality standards and provides purchasers with expert guidance on consumer rights protection. Complimentary consultations are extended to low-income individuals and persons with disabilities.
Upon receipt of a complaint, in addition to providing pro bono legal counsel, the personnel of the National Consumer League assist consumers in pursuing compensation for moral and material damages inflicted by unscrupulous commercial entities.
Consequently, teenagers may consult with the personnel of the National Consumer League in the same capacity as adult consumers to obtain guidance on their concerns. Nevertheless, it is essential to recognize that in cases involving claims for compensation for moral and material damages, the presence of teenagers' parents or legal guardians may be mandated.
The principal challenges in safeguarding the rights of Kazakhstani consumers, including teenagers, can be attributed to the fact that the existing framework predominantly emphasizes administrative enforcement measures while demonstrating insufficient commitment to the restoration of violated rights.
Additionally, the institution of alternative dispute resolution remains poorly integrated into the comprehensive protection framework, and there exists a fragmented comprehension of roles and responsibilities among governmental agencies and non-governmental organizations.
Moreover, it is imperative to acknowledge the pervasive impunity of commercial entities for violations of fundamental consumer rights, which, coupled with inadequate consumer literacy levels and the absence of accessible and comprehensible mechanisms for rights protection, exacerbates the prevailing situation.
Under such circumstances, teenagers constitute an increasingly vulnerable demographic segment owing to their limited awareness of their entitlements, as well as their age-related reluctance or incapacity to challenge adult vendors when their rights are infringed.
To remedy these deficiencies, it is essential to enhance consumer rights protection legislation and develop and implement effective methodologies for addressing systemic issues, particularly leveraging contemporary information technology solutions, to streamline the complaint submission process and expedite governmental response to violations.
Another critical component involves comprehensive dissemination of consumer rights education, commencing with school curricula and incorporating practical case studies, ensuring that even students recognize their standing as empowered consumers rather than powerless purchasers.
Additionally, the institution of alternative dispute resolution remains poorly integrated into the comprehensive protection framework, and there exists a fragmented comprehension of roles and responsibilities among governmental agencies and non-governmental organizations.
Moreover, it is imperative to acknowledge the pervasive impunity of commercial entities for violations of fundamental consumer rights, which, coupled with inadequate consumer literacy levels and the absence of accessible and comprehensible mechanisms for rights protection, exacerbates the prevailing situation.
Under such circumstances, teenagers constitute an increasingly vulnerable demographic segment owing to their limited awareness of their entitlements, as well as their age-related reluctance or incapacity to challenge adult vendors when their rights are infringed.
To remedy these deficiencies, it is essential to enhance consumer rights protection legislation and develop and implement effective methodologies for addressing systemic issues, particularly leveraging contemporary information technology solutions, to streamline the complaint submission process and expedite governmental response to violations.
Another critical component involves comprehensive dissemination of consumer rights education, commencing with school curricula and incorporating practical case studies, ensuring that even students recognize their standing as empowered consumers rather than powerless purchasers.
Educational programs addressing consumer rights protection exist within tertiary institutions, where the course "Consumer Rights Protection" is offered as an elective discipline, affording students the discretion to enroll.
However, with regard to secondary education curricula, efforts to incorporate consumer rights protection as a discrete subject have not been successfully realized. Consequently, instruction in consumer rights protection remains absent from school programs, as the existing academic framework does not allocate dedicated instructional hours for this subject matter.
However, with regard to secondary education curricula, efforts to incorporate consumer rights protection as a discrete subject have not been successfully realized. Consequently, instruction in consumer rights protection remains absent from school programs, as the existing academic framework does not allocate dedicated instructional hours for this subject matter.
Being a literate consumer is important
for several reasons:
- Empowerment and personal developmentConsumer literacy is fundamental to personal empowerment. Understanding your rights enables you to navigate the marketplace with confidence, make informed choices, and protect your interests.
This knowledge empowers you to challenge unfair practices and demand the quality and service you deserve, fostering continuous personal growth and self-advocacy.01 - Making informed decisionsBeing a literate consumer means understanding information about products, services, and your legal rights.
This knowledge empowers you to make informed purchasing decisions based on accurate information, compare options effectively, and choose the best value for your needs while avoiding substandard or overpriced offerings.02 - Protection against scams and deceptionLiteracy helps you recognize and evaluate potential scams or deceptive practices. It enables you to identify misleading information, understand contracts and agreements, and avoid falling victim to fraudulent schemes.
Being literate allows you to navigate the consumer landscape more effectively and protect yourself from exploitation.03 - Economic impactWhen a significant portion of the population becomes consumer-literate, it creates positive economic effects throughout society. Informed consumers drive market competition, encourage business transparency, and promote fair pricing.
This collective knowledge elevates overall economic literacy, strengthens market integrity, and contributes to sustainable economic growth and stability.04
