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Sunday 20.08.2017 | Name days: Bernhards, Boriss
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Amendments in Protection of Consumer Rights law come into force

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Starting from January 1, 2011, amendments to the law on Protection of Consumer Rights come into force, stipulating changes in both consumers crediting and dispute resolution among manufacturers, sellers or service providers and consumers, the business portal BNN was informed by the Ministry of Economy.

Starting from January 1, credit providers must evaluate the consumer’s capability to repay the loan before the credit contract is concluded. Credit evaluation and approval procedure is obligatory also when both the parties agree to enlarge the credit sum during the contract period. The consumer’s ability to repay the debt will be evaluated based on his or her provided information.

A consumer is now righteous to withdraw from the credit agreement within a period of 14 days without providing any reason. In order to withdraw from the credit agreement, a consumer must inform the creditor in a written form in 14 days time after the conclusion of the contract. A consumer must repay the loan sum to the creditor immediately after sending the announcement, as interest can be charged by the end of the repayment, according to the loan interest rate. The creditor is not righteous to demand any other compensation for the breach of the contract. However, the law provides withdrawal from the credit for goods or services purchase does not influence the force of a purchase contract and the consumer will have to search for other ways to finance the purchase.

There is also a new procedure of carrying out consumers rights, if the goods are not delivered or the service is not provided within a specific period of time, or the delivery has been partial. If such a situation has occurred, first of all, the consumer has to demand from the producer, seller or service provider to comply with the contract. If this is not done timely, and the consumer no longer is interested in the goods or the service, he or she can withdraw from the contract and get back the pre-payment, as well as to ask to compensate for the losses.

Starting from January 1, the law stipulates creditors must take on additional responsibility and involve in dispute resolution among manufacturers, sellers or service providers and consumers, if a manufacturer, seller or service provider refuses to comply with legal requests of the consumer in connection with goods or services for the purchase of which the loan was obtained.

The law also sets additional regulations regarding non-delivery of leasing objects or partial delivery in case of an operating lease, if the consumer cannot reach an agreement with the lease provider on the leasing object delivery in correspondence with the law Article 30, the consumer is righteous to withdraw from the lease purchase contract.

Similarly, starting from January 1 this year, amendments to the procedure of reviewing consumer complaints at Consumer Rights Protection Centre enter into force. The law provides the Consumer Rights Protection Centre or other respective supervisory institutions review the consumer’s application or complaint about the manufacturer, seller or service provider, if the consumer has approached the manufacturer, seller or service provider first, trying to reach a peace settlement and the consumer has added grounded materials and evidence for the dispute.

In addition to already mentioned, the law prohibits different attitude towards disabled consumers when offering or selling goods or services. In such cases a differing attitude is only acceptable when it is objective and with a legal aim, the means of achieving which must be proportional; or when ensuring equal attitude places an unbridgeable burden on the seller or the service provider.


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  1. Consumer Rights says:

    Hi all,

    The law provides the Consumer Rights Protection Centre or other respective supervisory institutions review the consumer’s application.

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