1. The mission of the Department for Consumer Protection is to propose, draft and ensure the implementation of strategic documents/policies on consumer protection and to develop the system of handling of  (online and electronic) consumer complaints.

2. Duties and responsibilities of the Department for Consumer Protection are:

2.1. Proposes, drafts and ensures the implementation of strategic policy/documents on consumer protection;

2.2. Proposes, drafts and ensures the implementation of legislation in the field of consumer protection;

2.3. Supports the activity of non- governmental organizations for consumer protection;

2.4. Develops a system for handling (online and electronic format) of customer complaints and alternative means for settling disputes;

2.5. Develops consumer awareness campaigns for sensibilisation and continuous information of consumers;

2.6. Supports development of educational curricula in the field of consumer protection;

2.7. Cooperates, coordinates and develops objectives and activities with all institutional organizational structures within the Ministry and other institutions.

3. Director of the Department for Consumer Protection reports to the Secretary General.

4. The Department for Consumer Protection consists of the following divisions:

4.1. Division for Drafting Policies for the Consumer;

4.2. Division for Consumer Information and Education.

5. The number of employees in the Department for Consumer Protection is seven (7).

CONSUMER PROTECTION PROGRAMME 2021-2025

Contact:
Nijazi Shala, Head of the Department for Consumer Protection
Toll-free line for all mobile operators and fixed telephony:0800 11000
Complaint submission: https://konsumatori.rks-gov.net/complaintPost.php 
Web: https://konsumatori.rks-gov.net/index.php