A single call center for consumers in the Republic of Moldova, launched with the financial support of the European Union

The Single Call-Center for Consumers, inaugurated today in Chisinau, will facilitate direct and efficient communication between consumers and the responsible authorities, responding quickly to citizens’ complaints and providing specialized advice. This initiative, carried out with the financial support of the European Union, aims to improve the protection of consumer rights in the Republic of Moldova by centralizing and streamlining appeal and advisory services for citizens.

Thus, calling 0-22-51-51-51, citizens of the Republic of Moldova will be able to benefit from specialized counseling in the field of protection of their rights as consumers. Therefore, the following state institutions will be able to respond to consumer requests:

• National Food Safety Agency: in areas related to food safety, alcoholic beverages, animal and plant health;
• National Financial Market Commission: in areas related to loans / deposits, insurance, payment services and change foreign exchange ;
• National Agency for Energy Regulation: about the supply of gas, electricity, water and sewage;
• Civil Aeronautical Authority: baggage, cancellations or flight delays;
• National Agency for Regulation of Electronic Communications and Information Technology: telephone services, internet and TV services;
• State Inspectorate for Supervision of Non-Food Products and Consumer Protection: non-food products and services, metrology and petroleum products and other general complaints, related to the authorities:
• National Road Transport Agency: road transport;
• Medicines and Medical Devices Agency: safety and accessibility of medicines and medical devices;
• National Inspectorate for Technical Supervision: technical safety in constructions and installations.
• National Agency for Public Health: public health, hygienic and sanitary conditions and safety of pharmaceutical products;
• Railway Agency: railway transport;
• Naval Agency: naval transport.

The Single Call-Center for Consumer is managed by the State Inspectorate for Supervision of Non-Food Products and Consumer Protection. The Center is launched within the project “Creation and Organization of a Single Consumer Call Center”, funded by the European Union and implemented by the Association of Legal Culture “Henri Capitant” Moldova, in partnership with Moldcell. The project started in February 2024, lasting 12 months, with a budget allocated by the European Union in the amount of 60,000 Euros.

Quotes:

Ina VOICU, Secretary General of the Ministry of Economic Development and Digitalization: “The creation of the Single Call Center for Consumers represents a major strategic step in strengthening consumer protection in the Republic of Moldova, in a context in which consumer rights must be protected to ensure their health, safety and economic interests, this project comes to strengthen the connection between authorities and citizens in their capacity as consumers”.

Sergiu DĂRĂNUȚĂ, Head of the State Inspectorate for Supervision of Non-Food Products and Consumer Protection (ISSPNPC) : ” The Single Call Center represents a step forward in improving the accessibility and transparency of consumer protection processes, with the main goal of simplifying the way in which consumers can request information or ask for assistance if their rights are violated. This Center is a direct communication platform between consumers and all authorities with consumer protection responsibilities, including the State Inspectorate for Supervision of Non-Food Products and Consumer Protection, which will facilitate the rapid and efficient resolution of problems encountered by consumers in their relationship with suppliers of goods and services. The Single Call Center aims to be a centralized point of contact, accessible to all those who need assistance, information or resolution of complaints related to products or services.”

Julda KIELYTE, Team-Leader for Competitiveness and Economic Growth, within the Delegation of the European Union to the Republic of Moldova: “It is essential that Moldova continues to align consumer protection policies, given that they must be closely linked to trade and economic policies aimed at reducing risks to human health and promoting general well-being. This will not only strengthen consumer protection, but will also ensure the compatibility of the national system with that of the European Union. In addition, the European Union has consistently supported initiatives that protect and promote consumer rights in Moldova. Protecting these rights is crucial, as it ensures access to fair markets, safe products and transparent information, thus contributing to strengthening trust in the market” .

Adrian GUZUN, Project Director for the Creation and Organization of the Single Consumer Call Center (AHCCJ): “The organization of the Single Call Center for Consumers was a complex exercise, involving 12 public authorities with responsibilities in the area of consumer protection, in which all of them focused their efforts on the successful materialization of the EU-funded Project, which de facto is a useful service to society. I would like the message regarding the Single Call Center to reach every citizen, which will require economic agents to provide better quality products and services. We can already talk about an optimization of the process, in which 60% of calls are automatically redirected by the robot, without the need for inspectors’ intervention, reducing waiting time and increasing the quality of consultations offered to consumers.”

Background information:

About the “Henri Capitant of Legal Culture” Association

The Henri Capitant Association was founded in France in 1935, under the authority of Henri Capitant, professor at the Faculty of Law in Paris, by a group of jurists from various French-speaking countries: Belgium, Luxembourg, Quebec, Switzerland, etc. Both in France and abroad, the Association brings together a large number of law professors, magistrates, lawyers and members of various legal professions. Currently, the Association develops intellectual ties with foreign groups in over 40 countries, Moldova being one of the fine links of the international network of the tradition of French law. The Henri Capitant Association in Moldova was founded on January 10, 2019. For more information, visit: https://www.henricapitant.md/