Consumer Protection in Bosnia and Herzegovina
Protecting the health and safety of consumers, protecting their economic interests, as well as informing, educating and effectively organising consumers are some of the basic goals and tasks of the European Union. Effective consumer protection is necessary to ensure the proper functioning of the market economy. A high level of consumer protection is one of the goals that Bosnia and Herzegovina is striving for on the path to joining the EU. Following that path, activities have been initiated to harmonize regulations, not only in product safety, but also in protecting the legal and economic interests of consumers. To ensure consumer protection, Bosnia and Herzegovina has adopted several legal acts, the most important of which are the Law on General Product Safety and the Law on Consumer Protection in Bosnia and Herzegovina. In the area of consumer protection policy, the Agency cooperates with a number of other institutions, including the following:
· Ministry of Foreign Trade and Economic Relations of Bosnia and Herzegovina - Department for Market Surveillance, Consumer Protection and Competition
The Department for Market Surveillance, Consumer Protection and Competition within the Sector for Economic Development and Entrepreneurship of the Ministry of Foreign Trade and Economic Relations of Bosnia and Herzegovina performs tasks related to drafting and implementing laws and other regulations related to consumer protection, provides expert opinions related to consumer protection, carries out activities related to harmonizing BiH legislation with the EU legislation in the area of consumer protection, cooperates with the competent consumer protection authorities in the EU, proposes and monitors the content of EU programme projects within its competence, performs expert tasks related to the work of the BiH Consumer Protection Council, analyses and monitors the state of consumer protection, provides expert assistance to consumer protection associations in implementing projects, cooperates with consumer protection stakeholders from the government and non-government sectors, as well as other interested parties, and performs other tasks within its competence.
Within the Department, a Consumer Advisory Service has been established. Individuals and legal entities can contact the Service on Mondays and Wednesdays from 10:00 a.m. to 12:00 p.m. by calling 033/263-165 or 033/263-166 to seek advice on consumer protection.
Inquiries can also be sent by email to the following address: samir.sabljica@mvteo.gov.ba.
· Inspection Authorities in the Federation of Bosnia and Herzegovina, Republic of Srpska and Brčko District of Bosnia and Herzegovina
Specific laws on inspections in the FBiH, RS, and BD BiH regulate carrying out inspection surveillance, organisation of inspectorates, management of those authorities, competences of inspections, the rights, duties and responsibilities of inspectors, and other issues of importance for the functioning of inspections. When carrying out inspections, competent inspectors implement the provisions of a wide range of legal regulations related to consumer protection.
A significant step towards the protection of consumer rights was made with the introduction of a system of reports and complaints by consumers via telephone calls, as a direct link between consumers and inspectorates. Inspection surveillance based on consumer reports related to the infringement of their rights is a priority.
If a purchased product is of poor quality, an invoice and warranty were not issued, the price of the product was not correctly displayed or other rights guaranteed by the Law on Consumer Protection in BiH were violated, consumers can contact market inspections:
Federal Administration for Inspection Affairs (FBiH)
Address: Fehima ef. Čurčića 6, 71 000 Sarajevo
Telephone: +387 33 22 66 44 (available 24 hours a day)
Fax: +387 33 563 351
E-mail address: info@fuzip.gov.ba
Website: www.fuzip.gov.ba
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Republic Administration for Inspection Affairs (RS)
Address: Trg Republike Srpske 8, 78 000 Banja Luka
Telephone: +387 51 456 140
Fax: +387 51 307 955
E-mail address: uprava@inspektorat.vladars.rs
Website: www.inspektorat.vladars.rs
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Inspectorate of Brčko district BiH
Address: Bulevar Mira 1, 76 100 Brčko district BiH
Telephone: +387 49 240 600
Fax: +387 49 220 002
· The Institution of the Ombudsman for Consumer Protection in Bosnia and Herzegovina
The Institution of the Ombudsman for Consumer Protection in BiH is an independent body within the consumer rights protection system. It was established to promote the effective implementation of consumer protection policy. The Ombudsman represents the interests of consumers across all business sectors and issues recommendations, guidelines, and other individual and general legal acts. The Ombudsman is also authorized to issue instructions for suspension of the activities that violate consumer legislation and to initiate court proceedings for compensation of damages in order to protect the collective interests of consumers. It is important to emphasize that this institution acts in the general interest of consumers. Therefore, the Ombudsman does not take measures to resolve individual disputes.
The role of the Ombudsman is to protect and strengthen the position of consumers in society. Its main areas of activity include resolving consumer complaints, providing information to consumer associations and the Union of Consumer Associations of Bosnia and Herzegovina, as well as supporting their education, cooperating with the media on issues related to consumers, product safety, product quality, and environmental impacts. The Ombudsman also participates as a mediator in discussions with sectoral regulatory bodies with the aim of protecting the economic interests of consumers.
If it is necessary to protect the collective rights of consumers in contractual relationships with providers of goods and services, or to address systematic violations of consumer rights, please contact:
The Institution of the Ombudsman for Consumer Protection in Bosnia and Herzegovina
Address: Kneza Domagoja bb, 88 000 Mostar
Telephone: +387 36 311 210, 311 211
Fax: +387 36 311 212
E-mail address: ozp@ozp.gov.ba
Website: www.ozp.gov.ba