TABLE OF CONTENT
1. CONSUMER POLICY INSTITUTIONS |
1 |
1.1. MINISTRY RESPONSIBLE FOR CONSUMER POLICY |
2 |
1.1.1. STRUCTURAL SUBDIVISIONS RESPONSIBLE FOR CONSUMER POLICY |
2 |
1.2. STATE SERVICE OF UKRAINE ON FOOD SAFETY AND CONSUMER PROTECTION WHICH CARRIES OUT STATE CONTROL OVER COMPLIANCE WITH LEGISLATION ON THE PROTECTION OF CONSUMER RIGHTS |
3 |
1.2.1. THE TERRITORIAL BODIES OF THE STATE SERVICE OF UKRAINE ON FOOD SAFETY AND CONSUMER PROTECTION |
3 |
1.3. OTHER PUBLIC AUTHORITY |
6 |
1.4. CONSUMER ORGANIZATIONS |
10 |
1.5. CONSUMER MEDIA |
12 |
1.6. COURT |
12 |
2. CONSUMER POLICIES |
12 |
2.1. CONSUMER PROTECTION LEGISLATION |
12 |
2.2. INFORMATION AND EDUCATION |
13 |
2.3. COLLECTION OF INFORMATION |
14 |
The main task of transforming Ukraine into a prosperous European state is to create high standards of living for the population.
Article 42 of the Constitution of Ukraine states: «The state protects the rights of consumers, controls the quality and safety of products and all types of services and works, and promotes the activities of public organizations».
Protection of consumer rights is guaranteed by law control over the quality and safety of products and all types of services and works by the state and the civil society movement in its support.
The file presents information about authorities in the field of consumer rights protection in Ukraine, including consumer organizations operating in Ukraine and information about national consumer policy.
1. CONSUMER POLICY INSTITUTIONS
1.1. MINISTRY RESPONSIBLE FOR CONSUMER POLICY:
The Ministry of Economy of Ukraine is the main body in the system of central executive bodies, which ensures, in particular, the formation of state policy in the field of consumer rights protection, the formation and implementation of state market supervision.
Address: 12/2, Grushevsky str., Kiyv, 01008
Phone: +38 044 200 47 53
E-mail: [email protected]
Website: https://me.gov.ua/?lang=uk-UA
1.1.1. STRUCTURAL SUBDIVISIONS RESPONSIBLE FOR CONSUMER POLICY:
- Unit for Improving Protection of Consumer Rights of the Division of Reforming the System of State Control and Protection of Consumer Rights of the Department of Regulatory Policy and Entrepreneurship
- Unit for Improving of State Supervision (Control) of the Division of Reforming the System of State Control and Protection of Consumer Rights of the Department of Regulatory Policy and Entrepreneurship
- Unit for Improving State Market Surveillance of the Division of Reforming the System of State Control and Protection of Consumer Rights of the Department of Regulatory Policy and Entrepreneurship
1.2. STATE SERVICE OF UKRAINE ON FOOD SAFETY AND CONSUMER PROTECTION WHICH CARRIES OUT STATE CONTROL OVER COMPLIANCE WITH LEGISLATION ON THE PROTECTION OF CONSUMER RIGHTS
The State Service of Ukraine on Food Safety and Consumer Protection is a central executive body, whose activities are directed and coordinated by the Cabinet of Ministers of Ukraine and which implements state policy, in particular in the areas of food safety and certain food quality indicators, prevention and reduction of tobacco use and its harmful effects on public health, market surveillance within its area of responsibility, state control over compliance with consumer protection legislation.
Address: 1, Borysa Hrinchenko str., Kyiv, 01001
Phone: +38 044 279 12 70
E-mail: [email protected]
Website: https://dpss.gov.ua
1.2.1. THE TERRITORIAL BODIES OF THE STATE SERVICE OF UKRAINE ON FOOD SAFETY AND CONSUMER PROTECTION (SSUFSCP):
NAME OF TERRITORIAL BODY |
CONTACT INFORMATION |
The Head Office of SSUFSCP in the Vinnytsia Oblast |
Phone: +38 043 265-88-00 E-mail: [email protected] Website: https://www.vingudpss.gov.ua |
The Head Office of SSUFSCP in the Volyn Oblast |
Phone: +38 033 272-93-81 E-mail: [email protected] Website: http://voldpss.gov.ua |
The Head Office of SSUFSCP in the Dnipropetrovsk Oblast |
Phone: +38 068 565-46-39 E-mail: [email protected] Website: https://dp.dpss.gov.ua |
The Head Office of SSUFSCP in the Donetsk Oblast |
Phone: +38 099 151 64 06 E-mail: [email protected] Website: http://dndpss.gov.ua |
The Head Office of SSUFSCP in the Zhytomyr Oblast |
Phone: +38 041 243-18-42 E-mail: [email protected] Website: http://zt-dpss.gov.ua |
The Head Office of SSUFSCP in the Transcarpathian Oblast |
Phone: +38 031 264-71-79 E-mail: [email protected] Website: http://zak-dpss.gov.ua |
The Head Office of SSUFSCP in the Zaporizhia Oblast |
Phone: +38 061 239-73-12 E-mail: [email protected] Website: http://gudpss-zp.gov.ua |
The Head Office of SSUFSCP in the Ivano-Frankivsk Oblast |
Phone: +38 034 251-13-89 E-mail: [email protected] Website: http://vetif.gov.ua |
The Head Office of SSUFSCP in the Kyiv Oblast |
Phone: +38 044 406-38-13 E-mail: [email protected] Website: https://dpssko.gov.ua |
The Head Office of SSUFSCP in Kyiv |
Phone: +38 044 245-77-98 E-mail: [email protected] Website: http://kyiv-dpss.gov.ua |
The Head Office of SSUFSCP in the Kirovohrad Oblast |
Phone: +38 052 232-13-51 E-mail: [email protected] Website: http://kr.consumer.gov.ua |
The Head Office of SSUFSCP in the Luhansk Oblast |
Phone: +38 064-526-80-15 E-mail: [email protected] Website: http://lugdpss.gov.ua |
The Head Office of SSUFSCP in the Lviv Oblast |
Phone: +38 032 261-36-90 E-mail: [email protected] Website: www.lvivdpss.gov.ua |
The Head Office of SSUFSCP in the Mykolaiv Oblast |
Phone: +38 051 230-43-25 E-mail: [email protected] Website: http://dpssmk.gov.ua |
The Head Office of SSUFSCP in the Odesa Oblast
|
Phone: +38 048 716-13-01 E-mail: [email protected] Website: http://odesa.consumer.gov.ua |
The Head Office of SSUFSCP in the Poltava Oblast
|
Phone: +38 053 260-66-47 E-mail: [email protected] Website: http://polvet.gov.ua |
The Head Office of SSUFSCP in the Rivne Oblast
|
Phone: +38 036 263-36-30 E-mail: [email protected] Website: http://rivneprod.gov.ua |
The Head Office of SSUFSCP in the Sumy Oblast
|
Phone: +38 054 277-90-43 E-mail: [email protected] Website: http://dpss-sumy.gov.ua |
The Head Office of SSUFSCP in the Ternopil Oblast |
Phone: +38 035 252-10-10 E-mail: [email protected] Website: http://new.dpss-te.gov.ua |
The Head Office of SSUFSCP in the Kharkiv Oblast |
Phone: +38 057 725-19-09 E-mail: [email protected] Website: http://kh-consumer.gov.ua |
The Head Office of SSUFSCP in the Kherson Oblast |
Phone: +38 055 232-17-37 E-mail: [email protected] Website: http://dpss-ks.gov.ua |
The Head Office of SSUFSCP in the Khmelnytskyi Oblast |
Phone: +38 038 265-07-34 E-mail: [email protected] Website: http://www.consumerhm.gov.ua |
The Head Office of SSUFSCP in the Cherkasy Oblast |
Phone: +38 047 263-05-27 E-mail: [email protected] Website: http://www.cherk-consumer.gov.ua |
The Head Office of SSUFSCP in the Chernivtsi Oblast |
Phone: +38 037 255-34-09 E-mail: [email protected]@gmail.com Website: http://www.consumer-cv.gov.ua |
The Head Office of SSUFSCP in the Chernihiv Oblast |
Phone: +38 046 223-01-19 E-mail: [email protected] Website: http://www.dpsscn.gov.ua |
Northern Interregional Main Directorate of SSUFSCP at the State Border |
Phone: +38 044 298-70-03 E-mail: [email protected] Website: https://nir.gov.ua |
Southern Interregional Main Directorate of SSUFSCP at the State Border |
Phone: +38 048 753-19-00 E-mail: [email protected] Website: https://pmgu.dpss.gov.ua |
Eastern Interregional Main Directorate of SSUFSCP at the State Border |
Phone: +38 050 480-95-48 E-mail: [email protected] Website: www.sk.dpss.gov.ua |
Western Interregional Main Directorate of SSUFSCP at the State Border |
Phone: +38 032 297-07-72 E-mail: [email protected] Website: http://zahidmgu.gov.ua |
1.3. OTHER PUBLIC AUTHORITY
- National Bank of Ukraine
The National Bank of Ukraine has the authority to protect the rights of consumers of financial services, and regulates the behavior of banks and nonbank financial institutions in relation to their customers. The Office for Financial Services Consumer Rights Protection is an NBU unit that deals with this issue.
Work to protect the rights of consumers of financial services is focused on three major areas:
- processing individuals' appeals
- setting requirements for financial institutions
- supervising compliance with legislation that safeguards the rights of consumers of financial services, and monitoring compliance with advertising laws (that govern advertising in financial services).
(In accordance with the Law of Ukraine on the National Bank of Ukraine dated May 20, 1999 No. 679-XIV)
Address: 9, Instytutska St., Kyiv, 01601
Phone: +38 044 298 65 55
E-mail: [email protected]
Website: https://bank.gov.ua
- Ministry for Development of Communities and Territories of Ukraine
The Ministry of Development of Communities and Territories of Ukraine is the main body in the system of central executive bodies, which ensures the formation and implementation of state policy, in particular in the field of housing and communal services, in the field of control of housing and communal services, as well as state supervision (control) of security at public road transport, urban electric and railway transport.
(In accordance with the Regulation on the Ministry of Development of Communities, Territories and Infrastructure of Ukraine, approved by Resolution of the Cabinet of Ministers of Ukraine dated June 30, 2015 No. 460)
Address: 14, Prospect Beresteiskyi, Kyiv, 01135
Phone: +38 044 351 50 09
E-mail: [email protected]
Website: https://mtu.gov.ua
- Ministry of Health of Ukraine
The Ministry of Health of Ukraine is the main body in the system of central executive bodies, which ensures the formation and implementation of state policy in the field of health care, prevention and reduction of the level of use of tobacco products and their harmful effects on the health of the population.
Address: 7, Hrushevskoho St., Kyiv, 01601
Phone: +38 044 253 61 94
E-mail: [email protected]
Website: https://moz.gov.ua/uk
- Ministry of Education and Science of Ukraine
The Ministry of Education and Science of Ukraine ensures the formation and implementation of state policy in the fields of education and science, as well as forms and implements state policy in the field of state supervision (control) of the activities of educational institutions, enterprises, institutions and organizations that provide services in in the field of education or conduct other activities related to the provision of such services, regardless of their subordination and form of ownership.
(In accordance with the Regulation on the Ministry of Education and Science of Ukraine, approved by the Resolution of the Cabinet of Ministers of Ukraine dated October 16, 2014 No. 630)
Address: 10, Prospect Beresteiskyi, Kyiv, 01135
Phone: +38 044 481 47 57
E-mail: [email protected]
Website: https://mon.gov.ua
- Ministry of Agrarian Policy and Food of Ukraine
The Ministry of Agrarian Policy of Ukraine is the main body in the system of central executive bodies, which ensures, in particular, the formation and implementation of state policy in the field of food safety and certain indicators of the quality of food products and in the field of veterinary medicine.
(In accordance with the Regulation on the Ministry of Agrarian Policy and Food of Ukraine, approved by the Resolution of the Cabinet of Ministers of Ukraine dated February 17, 2021 No. 124)
Address: 24, Khreshchatyk St., Kyiv, 01001
Phone: +38 044 363 08 41
E-mail: [email protected]
Website: https://minagro.gov.ua
- Ministry of Justice of Ukraine
The Ministry of Justice of Ukraine is the main body in the system of central bodies of executive power, which ensures the formation and implementation of state legal policy.
(According to the Regulation on the Ministry of Justice of Ukraine, approved by the Resolution of the Cabinet of Ministers of Ukraine dated July 2, 2014 No. 228)
Address: 13, St. of the Architect Horodetskyi, Kyiv, 01001
Phone: +38 044 364 23 93
E-mail: [email protected]
Website: https://minjust.gov.ua
- State Tax Service of Ukraine
The State Tax Service of Ukraine carries out, in particular, the implementation of state policy in the field of control over compliance with the procedure for conducting settlement transactions.
(In accordance with the Regulation on the State Tax Service of Ukraine, approved by the Resolution of the Cabinet of Ministers of Ukraine dated March 6, 2019 No. 227)
Address: 8, Lvivska Square, Kyiv, 04053
Phone: +38 0 800 501 007
E-mail: [email protected]
Website: https://tax.gov.ua
- National Securities and Stock Market Comission
The National Securities and Stock Market Commission is a state collegial body whose purpose is to create, through its regulatory and supervisory functions, conditions for the proper and efficient functioning of the securities market, to provide money capital to meet the needs of the country’s economy by creating a mechanism for accumulating, distributing and redistributing funds from a person who has free investment resources to a person who needs such resources for development, to create conditions for the establishment of powerful domestic investors, and to create conditions for the development of a strong domestic investment market.
(In accordance with the Regulation on the National Securities and Stock Market Commission, approved by the Decree of the President of Ukraine dated November 23, 2011 No. 1063/2011)
Address: Knyaziv Ostrozkih St., 8, k. 30, Kyiv, 01010
Phone: +38 044 254 24 30
E-mail: [email protected]
Website: https://www.nssmc.gov.ua
- National Energy and Utilities Regulatory Commission
The National Energy and Utilities Regulatory Commission carries out state regulation in order to balance the interests of consumers, business entities operating in the energy and utilities sectors, and the state, to ensure energy security, and the European integration of the electricity and natural gas markets of Ukraine.
(In accordance with the Law of Ukraine on the National Energy and Utilities Regulatory Commission dated September 22, 2016 No. 1540-VIII)
Address: 19, Smolenska St., Kyiv, 03680
Phone: +38 044 207 19 31
E-mail: [email protected]
Website: https://www.nerc.gov.ua
- State Tourism Development Agency of Ukraine
The State Tourism Development Agency of Ukraine is a central executive body that implements state policy in the field of tourism and resorts of Ukraine. Works on promoting the tourist brand of Ukraine in the world, develops domestic tourism and improves the quality of the national tourist product and its competitiveness in order to attract more tourists.
(In accordance with the Regulation on the State Tourism Development Agency of Ukraine, approved by the Resolution of the Cabinet of Ministers of Ukraine dated December 24, 2019 No. 1162)
Address: 2, Prorizna St., Kyiv, 02000
Phone: +38 044 278 08 08
E-mail: [email protected]
Website: https://www.tourism.gov.ua
- Ombudsman of Ukraine
The Ombudsman of Ukraine exercises parliamentary control over the observance of the constitutional rights and freedoms of a person and a citizen.
Address: 21/8, Instytutska St., Kyiv, 01008
Phone: +38 044 299 74 08
E-mail: : [email protected]
Website: https://ombudsman.gov.ua/uk
1.4. CONSUMER ORGANIZATIONS
In order to protect their legal rights and interests, consumers have the right to join public consumer organizations (consumer associations).
Consumer organizations are public organizations that conduct their activities in accordance with the Law of Ukraine «On Public Associations».
Support for the activities of independent consumer organizations that pursue consumer advocacy and defend consumer rights is carried out in the following directions:
- legislative consolidation of rights;
- participation in regulatory and legal regulation of the sphere of consumer rights protection;
- influence on the adoption of state decisions by including representatives of public associations of consumers in the composition of collegial advisory bodies under the authorities in accordance with the law.
The main activities of consumer organizations in Ukraine are development of legislative changes and communication with authorities, monitoring the implementation of legislation in this area, helping citizens to protect their consumer rights, development and implementation of information campaigns on the protection of consumer rights.
NAME OF CONSUMER ORGANIZATION |
CONTACT INFORMATION |
«Life» |
E-mail: : [email protected] Website: https://center-life.org |
«Ukrainian Toy Industry Association» |
E-mail: : [email protected] Website: https://uaii.org.ua
|
«Ukrconsumer Protection» |
E-mail: : [email protected] Website: https://consumers.org.ua |
«Public Control of Consumer Rights Protection» |
E-mail: : [email protected] Website: https://www.facebook.com/gr.control |
«Union of Consumers of Medical Products» |
E-mail: : [email protected] Website: https://medpotreb.org/kontakty |
«All-Ukrainian Association for the Protection of the Rights of Consumers of Medicines and Medical Products» |
E-mail: : http://[email protected] Website: https://ліки.укр |
«Ukrainian Association for Consumer Rights Protection «Consumer Confidence» |
Phone: +38 098 490-04-80
|
1.5. CONSUMER MEDIA
Consumer media for the distribution of consumer information are:
- television and radio;
- Facebook, other social media, via the Internet, websites;
- Press conferences, press releases, interviews, articles, events.
Information for consumers is provided in Ukrainian on the websites of the authorities listed in section 1.3.
1.6. COURT
Every person has the right to apply to the court for the protection of his violated, unrecognized or contested rights, freedoms or legitimate interests (part one of Article 4 of the Civil Procedure Code of Ukraine).
Judicial protection of consumers' rights is carried out by general courts according to the rules of civil procedure in the procedure of legal proceedings on claims of natural persons - consumers of goods, works and services. (Article 12 of the Economic Procedure Code of Ukraine)
Article 22 of the Law of Ukraine «On the Protection of Consumer Rights» provides for judicial protection of consumer rights. Consumers are exempt from paying court fees for lawsuits related to the violation of their rights. At the same time, when satisfying the consumer’s demands, the court simultaneously decides the issue of compensation for moral (non-property) damage.
The state guarantees everyone the right to receive free legal aid. The types and procedure for obtaining free legal aid can be found on the official website of the Ministry of Justice of Ukraine (minjust.gov.ua).
2. CONSUMER POLICIES
2.1. CONSUMER PROTECTION LEGISLATION
Constitution of Ukraine;
Civil Code of Ukraine;
Law of Ukraine «On Protection of Consumer Rights»;
Law of Ukraine «On Information for Consumers Regarding Food Products»;
Law of Ukraine «On Basic Principles and Requirements for the Safety and Quality of Food Products»;
Law of Ukraine «On Housing and Communal Services»;
Law of Ukraine «On commercial accounting of thermal energy and water supply»;
Law of Ukraine «On State Market Surveillance and Control of Non-Food Products»;
Law of Ukraine «On Advertising»;
Law of Ukraine «On Tourism»;
Law of Ukraine «On Measures to Prevent and Reduce the Use of Tobacco Products and their Harmful Effects on Population Health»;
The Law of Ukraine «On Limiting the Circulation of Plastic Bags in the Territory of Ukraine»;
Law of Ukraine «On Payment Services»;
Law of Ukraine «On Electronic Commerce»;
Law of Ukraine «On Consumer Lending»;
Law of Ukraine «On the National Bank of Ukraine»;
Law of Ukraine «On Appeals of Citizens»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Rules for the provision of passenger road transport services»;
Resolution of the Cabinet of Ministers of Ukraine «On Approval of the Rules for Retail Trade in Petroleum Products»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Rules for providing and receiving telecommunication services»;
Resolution of the Cabinet of Ministers of Ukraine «On Approval of the Rules for Retail Trade in Copies of Audiovisual Works, Phonograms, Videograms, Computer Programs, Databases»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Procedure for checking the compliance of the quality of the provision of some communal services and services for the management of an apartment building with the parameters stipulated in the contract on the provision of relevant services»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Procedure for recalculating the cost of apartment building management services for the period of non-provision, provision of inappropriate quality»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Rules for the provision of centralized water supply and centralized water drainage services and standard contracts for the provision of centralized water supply and centralized water drainage services»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Rules for the provision of heat energy supply services and standard contracts for the provision of heat energy supply services»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Procedure for warranty repair (maintenance) or warranty replacement of technically complex household goods»;
Resolution of the Cabinet of Ministers of Ukraine «On approval of the Procedure for conducting trade activities and rules of trade service on the consumer goods market»;
Resolution of the Cabinet of Ministers of Ukraine «On Approval of the Rules for Household Services of the Population».
2.2. INFORMATION AND EDUCATION
Ukraine’s European choice leads to changes in the country’s political and economic life. At the same time, a socio-cultural transformation must take place - a change in the thinking and behavior of the Ukrainian population.
A competently active consumer is an essential component of this transformation.
Consumer education in Ukraine is one of the main forms of adaptation of the population to new and rapidly changing living conditions. Consumer associations and the Ministry of Education of Ukraine play an important role in consumer education.
The Ministry of Education of Ukraine approved the civic education curriculum for grades 10-11 of general secondary education institutions (Order of the Ministry of Education and Science of Ukraine No. 1407 of 23 October 2017) and introduced it into the educational process in general secondary and vocational (vocational-technical) education institutions on 01 September 2018.
Topic 4 «Household Economics» of Section VI of the said program covers the concepts of rational consumption and consumer rights in detail.
The State Service of Ukraine on Food Safety and Consumer Protection has created and maintains the Consumer Protection Telegram channel (link: https://t.me/zahust_prav).
In order to prevent offenses in the field of consumer protection and raise public awareness in this area, the channel publishes relevant news, infographics, video and photo materials in the areas of consumer protection, trade, and commodity research.
The National Bank of Ukraine organized an all-Ukrainian information campaign to protect the rights of consumers of insurance services «Know Your Rights: Insurance». The key objective and goal of the Know Your Rights: Insurance campaign is to protect the rights of policyholders and improve consumer knowledge of insurance services.
The online platform for the campaign is the National Bank of Ukraine’s educational website on financial literacy, Okay.
The National Bank of Ukraine and the Cyber Police Department of the National Police of Ukraine have created the #FraudsterGoodbye project, which aims to educate Ukrainians on the rules of cashless and online payment security.
The Ministry of Justice of Ukraine has created a nationwide legal education TV project «I HAVE A RIGHT!» aimed at raising the level of legal awareness of citizens (link: http://surl.li/ouafwh).
Educational series have also been created on the Diia. Digital Education platform (link: https://osvita.diia.gov.ua).
2.3 COLLECTION OF INFORMATION
In order to ensure transparency and openness of its activities, the State Service of Ukraine on Food Safety and Consumer Protection publishes an annual report on the activities of the State Service on Food Safety and Consumer Protection on its official website (https://dpss.gov.ua/events/y).
Ministry of Economy of Ukraine |
01008, Ukraine, Kiyv city, Grushevsky str., 12/2 |