school project
We are Consumers
A consumer is a citizen who intends to order or purchase, or who orders, acquires, or uses goods (works, services) solely for personal, family, household, or other non-business-related needs.
Consumer rights are established and regulated by the legislation of the Republic of Kazakhstan concerning the acquisition of goods and services.
Consumers have the full right to purchase, freely choose, return, or exchange goods and services of both proper and improper quality. They also have the right to receive complet
It is very important to know and protect our consumer rights for several reasons.
Firstly, being an informed consumer in the modern world means being able to accurately assess the possibility of deception. Many people fall victim to scams simply because they are unaware of their own rights.
Secondly, every individual should assert their own position, especially if they are in the right according to the law. This is precisely why consumer rights protection is so crucial. If each person stands up for their rights to quality goods and services, as well as decent treatment, it will have a positive impact on the effectiveness of communications in the long run.
It is very important to know and protect our consumer rights for several reasons.
Firstly, being an informed consumer in the modern world means being able to accurately assess the possibility of deception. Many people fall victim to scams simply because they are unaware of their own rights.
Secondly, every individual should assert their own position, especially if they are in the right according to the law. This is precisely why consumer rights protection is so crucial. If each person stands up for their rights to quality goods and services, as well as decent treatment, it will have a positive impact on the effectiveness of communications in the long run.
It is very important to know and protect our consumer rights for several reasons:
Firstly, being an informed consumer in the modern world means being able to accurately assess the possibility of deception. Many people fall victim to scams simply because they are unaware of their own rights.
Secondly, every individual should assert their own position, especially if they are in the right according to the law. This is precisely why consumer rights protection is so crucial. If each person stands up for their rights to quality goods and services, as well as decent treatment, it will have a positive impact on the effectiveness of communications in the long run.
Basic Consumer Rights:
2. Right to the Quality of Goods (Works, Services)
5. Right to
Legal Protection
Legal Protection
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4. Right to Compensation for Damages
3. Right to Information about Goods (Works, Services)
1. Right to the
Safety of Goods(Works, Services)
Safety of Goods(Works, Services)
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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 forget why they came in the first place. 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.
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 YOU 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 ONLINE 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.
presentation.
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 YOU 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 ONLINE 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.
presentation.
Important quastions:
Currently, in Kazakhstan, a three-step system for addressing consumer complaints has been introduced, including those of teenagers as well:
At the first stage, the seller is obliged to consider the buyer's claim independently or by involving organizations for consumer rights protection. This is the initial stage where disputes can be resolved amicably through out-of-court settlement. At this stage, teenagers can personally discuss all issues with the seller and try to resolve them on the spot.
If the seller is unwilling to negotiate, the second step involves the government: the complaint is directed either to the Committee for Consumer Rights Protection or to another specialized organization. Teenagers can either file such a complaint themselves or with the help of their parents.
The third step in addressing the complaint involves legal action. At this stage, teenagers will need the assistance of their parents or legal guardians, as all interactions with the court should be carried out on behalf of such teenagers by their parents or legal guardians.
At the first stage, the seller is obliged to consider the buyer's claim independently or by involving organizations for consumer rights protection. This is the initial stage where disputes can be resolved amicably through out-of-court settlement. At this stage, teenagers can personally discuss all issues with the seller and try to resolve them on the spot.
If the seller is unwilling to negotiate, the second step involves the government: the complaint is directed either to the Committee for Consumer Rights Protection or to another specialized organization. Teenagers can either file such a complaint themselves or with the help of their parents.
The third step in addressing the complaint involves legal action. At this stage, teenagers will need the assistance of their parents or legal guardians, as all interactions with the court should be carried out on behalf of such teenagers 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.
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 teenagers are protected in the same way as those of adults; however, their interests must be represented by adults. Regarding specific provisions or a regulatory framework related to teenagers, there are only those concerning the prohibition of selling cigarettes and alcohol to teenagers, with corresponding legal consequences. It protects the right of teenagers to a healthy lifestyle. Additionally, if a teenager bought a substandard product, they have the right to file a complaint or take legal action, just like an adult consumer.
The National Consumer League is the only organization in Kazakhstan with a national status with a vast network of branches opened throughout the country. The National Consumer League operates according to unified quality standards and provide buyers with competent advice on consumer rights protection. Free consultations are provided for low-income individuals and people with disabilities. When a complaint is received, in addition to offering free legal advice, the staff of the National Consumer League assist consumers in seeking compensation for moral and material damages caused by unscrupulous entrepreneurs.
Therefore, teenagers can approach the staff of the National Consumer League in the same way as adults to seek advice on their issues. However, it is important to understand that if there are demands for compensation for moral and material damages, the presence of teenager's parents or legal guardians may be required.
Therefore, teenagers can approach the staff of the National Consumer League in the same way as adults to seek advice on their issues. However, it is important to understand that if there are demands for compensation for moral and material damages, the presence of teenager's parents or legal guardians may be required.
The main problems in protecting the rights of Kazakhstani consumers, including teenagers, can be attributed to the fact that the existing system mainly focuses on administrative measures and is indifferent to restoring violated rights. In addition, the institution of pre-trial resolution is poorly integrated into the overall protection system, and there is a fragmented understanding of roles and responsibilities among government agencies and non-governmental organizations.
Furthermore, it is necessary to note the overall impunity of entrepreneurs for violating basic consumer rights, which, together with the low level of consumer literacy and the absence of a simple and understandable algorithm for protecting their rights, worsens the overall situation.
In such a situation, teenagers become an even more vulnerable segment of society due to their lack of understanding of their rights, as well as their age and unwillingness/inability to confront adult sellers when teenager’s rights are violated.
To address these problems, it is necessary to improve consumer rights protection legislation and develop and implement effective methods for addressing problematic issues, especially based on modern IT technologies, to facilitate the complaint process and reduce the response time to violations by government authorities. Another important element is the wide coverage of consumer rights, starting from the school curriculum, including practical examples, so that even schoolchildren know that they are not powerless buyers.
Furthermore, it is necessary to note the overall impunity of entrepreneurs for violating basic consumer rights, which, together with the low level of consumer literacy and the absence of a simple and understandable algorithm for protecting their rights, worsens the overall situation.
In such a situation, teenagers become an even more vulnerable segment of society due to their lack of understanding of their rights, as well as their age and unwillingness/inability to confront adult sellers when teenager’s rights are violated.
To address these problems, it is necessary to improve consumer rights protection legislation and develop and implement effective methods for addressing problematic issues, especially based on modern IT technologies, to facilitate the complaint process and reduce the response time to violations by government authorities. Another important element is the wide coverage of consumer rights, starting from the school curriculum, including practical examples, so that even schoolchildren know that they are not powerless buyers.
There are educational programs on consumer rights protection in universities and colleges, where the subject "Consumer Rights Protection" is taught as an elective, meaning students can choose to take it.
However, when it comes to school programs, we have not been able to ensure that it is included as a separate subject. Therefore, knowledge of consumer rights protection is not taught in schools, as there are no available hours in the school curriculum dedicated to this subject.
Being a literate consumer is important for several reasons:
- Empowerment and personal development:Literacy itself is a form of development. By being literate, you can expand your knowledge, progress, and learn something new. Being literate allows you to go beyond the existing knowledge and be curious to constantly enhance it. This process of continuous learning and growth is essential for personal development.01
- Making informed decisions:Being a literate consumer means having the ability to access and understand information about products, services, and your rights as a consumer. This empowers you to make informed decisions based on accurate information, ensuring that you choose the best options available to you.02
- Protection against scams and deception:Literacy 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 impactIn a country where there is a significant number of literate consumers and sellers, it can greatly contribute to improving the overall economic literacy of the population. When consumers are knowledgeable about their rights and make informed choices, it promotes fair and competitive markets. This, in turn, fosters economic growth and stability.04
