As reported by Logos Press, the new service allows users to complete the entire process digitally—from filing a complaint directly with the seller or service provider to appealing to the appropriate government agency, including by initiating a collective petition if necessary.
European Practice
According to MDED State Secretary Cristina Cheban, the new tool is intended to make interactions between consumers and businesses simpler and more accessible, as well as to resolve issues before they escalate into legal disputes or more complex procedures.
She also linked the launch of the module to the ongoing digitization of government services and Moldova’s alignment with European practices in the field of consumer protection.
Adrian Lupușor, Executive Director of Expert-Grup, also emphasized this aspect. “We have once again demonstrated how cooperation between government agencies, civil society, and development partners translates into useful digital solutions for people. It is also important that consumer protection is a separate chapter in the negotiations on accession to the European Union. Thus, we see yet another tangible result of the European integration process, namely: providing consumers with an important tool to protect their rights,” he noted.
What Businesses Get
A separate mechanism for handling complaints has been established for companies. All complaints received by a company are displayed in the “Complaints” module of EVO Cabinet. A company representative can view and download complaints, as well as send a response to the consumer through the system.
Businesses can also grant another employee the authority to handle complaints. A corresponding mechanism for delegating authority is provided for this purpose. This authorization is also available through the mPower platform under the name “Access to EVO Cabinet for Managing Consumer Complaints.”
The project’s developers expect that prompt handling of inquiries will enable companies to resolve issues directly with customers, thereby reducing the likelihood of further escalation to government agencies.
For large companies, retail chains, and operators that receive a significant number of inquiries, the option to integrate complaints with their own information systems via MConnect is provided.
According to AGE Director Nikoletta Kolomeets, the module is designed to simultaneously simplify the complaint-filing process for consumers, create an additional channel for businesses to manage customer relationships, and provide government agencies with an integrated flow of inquiries.
Which government agencies are connected?
If a dispute with a seller cannot be resolved directly, the system forwards the complaint to the government agency responsible for the relevant area. Currently, the module covers 12 areas:
– State Inspectorate for the Supervision of Non-Food Goods and Consumer Protection — non-food goods and services;
– National Agency for Food Safety — food products and food service;
– National Public Health Agency — medical services and public health;
– Agency for Medicines and Medical Devices — medicines and medical devices;
– National Road Transport Agency — road transportation;
– Maritime Agency of the Republic of Moldova — maritime transport;
– Civil Aviation Authority — air transport;
– National Financial Market Commission — financial services;
– National Energy Regulatory Agency — electricity, gas, water supply, and sewerage;
– National Agency for the Regulation of Electronic Communications and Information Technology — electronic communications and postal services;
– National Technical Inspection Agency — construction and industrial safety;
– Railway Administration — rail transportation.
Thus, the digital submission process depends on the nature of the issue: after selecting the appropriate sector, the platform forwards the petition to the agency responsible for reviewing it.
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