Moldova Consumer Protection Agency Struggles With Online Complaints

The Consumer Protection Inspectorate is unable to keep up with processing digital complaints

The State Inspectorate for the Supervision of Non-Food Goods and Consumer Protection (ISNPZ) is unable to keep up with the volume of complaints received in digital format. Active testing of a new digital module for submitting complaints, which began in August 2026, has led to a sharp surge in the number of complaints from members of the public. The number of complaints regarding infringements has almost doubled, exacerbating the problem of insufficient administrative capacity.

Add Logos Press as a preferred source on Google

According to official data, following the launch of the Unified Centre for Processing Consumer Complaints and the integration of an online module on the eDemocrație platform, the volume of complaints from members of the public has risen significantly. The workload on operators and inspectors has increased due to the need to handle not only standard complaints about non-food goods, but also new, complex disputes in the field of digital content and online services.

The Inspectorate was granted an expanded mandate and new key functions as early as 2024. The agency, which reports to the Ministry of Economic Development and acts as the national contact point and coordinator for consumer protection, has taken on the role of monitoring compliance with legislation regarding the provision of digital content and digital services.

In addition to overseeing the rapidly growing market for digital products, the agency has also been entrusted with the strategically important function of alternative (out-of-court) dispute resolution (ADR). Furthermore, the Unified Centre for Processing Consumer Complaints has come under the direct management of the ISNPZ.

These innovations have definitively established the Inspectorate as the institutional core of the entire national consumer protection system, in the context of integrating and harmonising national legislation with European standards.

However, this large-scale expansion of its mandate is taking place against the backdrop of a serious internal challenge: the agency is facing an acute shortage of administrative capacity and a staff shortage. Experts note that current resources may prove insufficient to deal promptly with the sharp increase in the volume of complaints and to exercise effective oversight of the digital sector.

This story was translated with the assistance of artificial intelligence.The translation was also reviewed by the Logos Press editorial team.

How did this story make you feel?