Is complete and reliable information about the goods (works, services) provided? How businesses promptly respond to consumer complaints, do they solve their appeals positively, what payment methods are available (payment systems, Humo/Uzcard/VISA terminals)? These and some other questions were included into the survey, which will help to get the information necessary for the rating. Both retail facilities (store, supermarket, car dealership, jewelry store, etc.) and catering facilities (café, bistro, restaurant, etc.) will take part in the survey.
It is important to note that the task of developing, maintaining a rating and establishing criteria for evaluating the system is entrusted to the Consumer Protection Agency under the Antimonopoly Committee of the republic of Uzbekistan in accordance with the Decree of the President of the Republic of Uzbekistan dated February 3, 2021 “On the State Program for the Implementation of the Strategy of Action in Five Priority Areas of Development of the Republic of Uzbekistan in 2017-2021 in the “Year of Youth Support and Health Promotion”. The purpose of this study, which has no analogues in the CIS, is to determine the degree of practical compliance of business entities with the requirements of legislation on consumer protection, consumer loyalty to the activities of the rating participants, as well as the formation of publicly available information about the degree of consumer protection in Uzbekistan.
Over the past 2020, the agency reviewed 21.4 thousand applications from citizens, as a result of which the rights of 4 million consumers were restored. More than 54.7 billion uzbek soums were compensated to consumers.
Moreover, for the past 4 months of 2021 the Agency has reviewed more than 11 thousand appeals, protected the rights of more than 2.8 million consumers and compensated more than 53.3 billion uzbek soums. As statistics show, the number of calls from consumers is growing and at the same time, the damage caused to them is increasing.
Based on the analysis of consumer appeals, complaints are mainly received against large retail chains. So, in 2020, 19 complaints were received against the operation of the Korzinka supermarket chain, in the first 4 months of this year – 15, for the Makro network – 12 and 14, respectively, the HAVAS network – 7 and 3, respectively. In order to continue work to increase the responsibility of entrepreneurs and obtain an objective assessment of consumers, the Agency is introducing the Rating of business entities that ensure the priority of consumer rights.
The rating is aimed primarily at helping entrepreneurs improve their activities and attract additional loyal customers. In addition, rating information will allow consumers to make the right choice when purchasing goods (works, services).
WHAT IS NECESSARY TO PARTICIPATE?
The first stage for participation is filling out a questionnaire, for each criterion of which the Agency evaluates and gives an appropriate score. The next stage is for consumers, that is, public voting. Based on the results of the two stages, the scores of the participants are summed up and the places in the rating are determined.
The rating is formed on an ongoing basis and posted on the official website of the Agency www.consumer.uz
This rating is a kind of correct and qualitative indicator for assessing the conscientious work of business entities, in whose activities the rights and interests of consumers are priority.