For the first time in a long while, in the past 2019, there was a 10% drop in the number of complaints – according to the Commission for Consumer Protection (CCP). This is the body that protects the rights and interests of Bulgarians when purchasing goods, choosing tour operators, shopping online, signing agreements with mobile operators and more. On its website, the CCP provides advice on how to avoid buyers’ traps, how to claim our rights, how to act in the event of a problem, and what the requirements of the law in one case or another are.

"Our studies show that Bulgarian consumer rights awareness has been growing recently," says Dimitar Margaritov, chairman of the CCP. “More than half of the polled know what their basic consumer rights are. The percentage of people who say that if they felt their consumer rights were being threatened or violated, they would be active and seek protection is even higher.”

What are the most common violations? Consumers have difficulties when purchasing various items, communication devices, appliances. And when these items show a defect within the warranty period, people complain of poor communication with companies when repairing or replacing these items, as well as lack of an accurate reaction from the dealers as required by law.

"Another set of violations are cases of various campaigns, promotions, discounts, common on holidays. Black Friday, is also gaining popularity in Bulgaria,” Dimitar Margaritov says. “We receive complaints during these campaigns that not always the dscounts announced are correct. There have been cases when upon checking online platforms and e-shops, we find that the goods have not been sold at the prices claimed to be sold, in order to be reduced by a corresponding percentage. These are quite serious violations, which the CCP imposes sanctions on."

The commission has made significant efforts not only as a control body, carrying out tens of thousands of inspections at retail outlets, online stores, tourist sites, but also for prevention in order to stop unfair commercial practices:

"We have found out that working with the traders has also had a positive effect, because in some cases it turns out that there is no intention in committing a violation on their part, but rather the dynamics of the legislation lead to the fact that not everyone is well aware of the rules in force,” Dimitar Margaritov explains. "When there is prevention, information campaigns, etc. in addition to control, then the merchants themselves become more informed and consumers become more protected."

Because of the situation with the coronavirus in Sofia and the country, previously planned meetings with consumers, aimed at providing useful advice and information materials, have been canceled.

"Therefore, we are to mark the World Consumer Rights Day through online initiatives, providing useful information. People are particularly interested in how trips should be planned, especially if those trips are in high risk areas. We will make it easy for consumers to contact us when they need advice or want to report about violations. I think that marking World Consumer Rights Day this way will be most beneficial for everyone,” chairman of the Commission for Consumer Protection, said.

English: Alexander Markov