The National Audit Office (NAO) has carried out the performance audit “Effectiveness of the Consumer Rights Protection System in Kosovo” for the period 2022–2024 and has assessed the handling of complaints, the planning and execution of inspections, the implementation of strategies and programs, public awareness and inter-institutional coordination.
According to the NAO, the results of the audit show that despite institutional efforts, consumers in Kosovo do not enjoy real, fair and effective protection, and institutions do not succeed in guaranteeing full transparency and accountability in this regard.
“The current system for consumer protection is not well coordinated, and presents significant weaknesses in almost every link of it. The procedures for handling complaints are not accessible, not unified and are not monitored in a systematic and verifiable way, making it impossible to ensure reliable and transparent oversight for the progress and resolution of cases,” it is stated in the NAO communication.
According to the Auditor, inspections are carried out mainly after individual complaints and not on the basis of risk analysis. Strategies and plans for consumer protection are not followed by concrete and measurable actions, while awareness campaigns are limited and do not reach all citizens. Coordination between institutions is weak and there is a lack of an integrated system for data sharing and joint case follow-up.
“Regarding this audit, the Auditor General, Vlora Spanca, has said that the shortcomings identified in the functioning of the consumer protection system directly affect the citizens’ right to safe products and services, clear information and effective protection mechanisms,” Spanca is quoted in the communication.
To increase the effectiveness of complaint handling, strengthen inspections, increase awareness and inter-institutional coordination for consumer protection, the NAO has given 13 recommendations.
The full performance audit report “Effectiveness of the Consumer Rights Protection System in Kosovo” can be found here.
