CC BY
12ECONOMIC SCIENCES
CONSUMER ATTITUDES TOWARDS THE COMMISSION FOR CONSUMER PROTECTION IN
BULGARIA
Chitakova D.,
Student of Management and Administration
Radev R.
Doctor of Commodity Science, Chief Assistant Professor
University of Economics Varna, Bulgaria
ABSTRACT
The Consumer Protection Commission (CPC) is a specialized state body implementing the legislation for consumer protection in Bulgaria and exercising administrative control over the entire internal market. The purpose of this article is to study the attitudes of consumers towards the Commission for Consumer Protection in Bulgaria, examining its role and importance for the Bulgarian consumer. Usually, what the Bulgarian consumer lacks is a higher consumer culture and for this reason it is very important that Bulgarian consumers are more widely aware of their rights as consumers in order to avoid their violation.
Keywords: consumer, consumer protection, Consumer Protection Commission, consumer rights.
Introduction
The right of consumers to protection in the event of a violation of their rights and interests is a fundamental right of the individual in every civilized state. The protection of the rights and interests of consumers is an expression of the care of the state, society for the individual and a particularly important indicator of social achievement and the state of the economy [1].
Consumer protection is one of the main priorities in today's market economy. An important condition for competitiveness and successful business is to meet the growing demands of consumers and offer them quality and safe goods [2]. Consumer protection rules have the potential to improve market performance for the whole economy. They make markets fairer, and when the quality of information provided to consumers improves, these rules can lead to greener and more socially oriented market outcomes. Consumer empowerment and the effective protection of their safety and economic interests have become essential policy objectives of the European Union (EU). It is the policy of both Bulgaria and the EU countries to protect the rights and interests of consumers. Bulgarian legislation introduces the requirements of EU law on consumer protection in all its aspects: the right to information about goods and services; protection against risks from the acquisition of goods and services that endanger the health and lives of consumers; protection against unfair commercial practices and unfair contract terms; the right to compensation for damage caused by a defect in goods; access to court and out-of-court procedures for resolving consumer disputes, etc. [3].
Despite the existence of a rich legal framework for consumer protection, its poor knowledge and the lack of an adequate mechanism for monitoring compliance with it, create conditions for the emergence of unfair commercial practices, misleading the consumer and changing his consumer behavior. On June 10, 2006 a new law regulating the consumer-trader-consumer protection law came into force. After its adoption, a num-
ber of European acts were transposed, which necessitated numerous changes, mostly in the interest of consumers [4]. The consumer has the right to be informed not only about the characteristics of the goods and services, but also about the rights he has under the law or at the will of the trader, in case of defects or other inconsistencies of the purchased goods or services. The law defines as fundamental the right to protect the economic interests of the consumer in the acquisition of goods or services as a result of unfair commercial practices and methods of sale, unfair contract terms and the provision of guarantees for goods [5].
The Consumer Protection Commission (CPC) is a specialized state body implementing the legislation for consumer protection in Bulgaria and exercising administrative control over the entire internal market. The main goal of this control is to create an environment in which consumers feel calm and secure [3].
The main goal of the CPC is to assist in creating conditions for achieving a high level of consumer protection on the Bulgarian market.
The CPC acts as a single liaison office of the Republic of Bulgaria in its contacts with the EU and the Member States regarding consumer protection measures within the meaning of Regulation (EU) №2006/2004 [6].
The main activities of the Consumer Protection Commission are market surveillance of dangerous goods, control of unfair commercial practices, elimination of unfair terms in the general terms of consumer contracts and distance selling [3].
The general and special literature always emphasizes the role that the consumer plays at all stages in the creation of various goods. Only one cultural consumer is able to build his own concept for each product, which is not inferior to scientific knowledge and logic [7].
Bulgarian and European law do not deal with a single concept of consumer. Different regulations use different definitions for their own needs.
According to Art. 13, item 1 of the RD CPA: "Consumer is any natural person who acquires goods or
uses services that are not intended for commercial or professional activities, and any natural person who as a party to a contract under this law acts outside of his commercial or professional activity [3].
There are various consumer studies in the scientific literature: the peculiarities of protecting the rights of insured persons in voluntary insurance, in their capacity as users of insurance and personal pension insurance services [8] are analyzed; the role of market surveillance in protecting consumers from non-compliant and dangerous products placed on the EU market is examined. Useful tips are given to consumers when buying products from traditional and online stores. The role of market surveillance is emphasized as an important tool for increasing the level of consumer protection from non-compliant and dangerous products placed on the single European market [9]; The new trends in the field of consumer protection are analyzed, with an emphasis on administrative cooperation between the competent authorities of the EU member states. Based on the normative analysis, conclusions and recommendations have been made regarding the application of the norms in our national law [10]; a normative analysis of the administrative legal methods for consumer protection has been performed. The public law regime for the protection of consumer rights stems from their public importance and the need for the state to protect the more vulnerable country (consumers) in these relations
[11]. On the basis of the normative analysis, conclusions and summaries are made regarding the application of the legal regulations in the field of consumer protection, through the prism of administrative law
[12]; It is essential for the prevention of problems with online shopping that consumers are informed about the legal requirements for distance contracts within the meaning of the Consumer Protection Act. The CPC has a significant role in this through active campaigns and events, which it regularly organizes, as well as through its operational activities [13].
No research has been established related to a survey of consumer attitudes in Bulgaria regarding the Consumer Protection Commission.
The purpose of this article is to study the attitudes of consumers towards the Commission for Consumer Protection in Bulgaria, examining its role and importance for the Bulgarian consumer.
Methodology and data
To achieve the scientific goal in this article are used: descriptive-analytical method, study of various scientific literature, European and Bulgarian regulations, systematic approach, comparative analysis, statistics, method of observation, induction, deduction, etc..
The survey was conducted in the period July 2021 - January 2022, and a questionnaire was used in conducting the survey. The created survey consists of 10 questions in which the respondents have expressed their personal position. The survey was distributed online through social networks and Gmail. The total number of respondents is 512. The stochastic (random) selection method was used to recruit users for the survey.
Role and importance of the Consumer Protection Commission
The CPC is the specialized body of the central state administration in the Republic of Bulgaria, responsible for the protection of the rights and interests of consumers. It has its structural subdivisions in all regional cities of Bulgaria. The total number of staff of the department is currently 176 full-time. Separately, for the needs of control, non-staff associates are also involved [3].
The Consumer Protection Commission offers a wide range of digitized services available on the website, which consist of: an available mobile application; direct access to document forms intended for consumers, medium and small enterprises; links to other websites, such as laws, directives, regulations, ordinances, etc. [14].
A "Register of Dangerous Goods" has been published on the website of the Consumer Protection Commission. Dangerous goods include auto parts, jewelry, gas appliances and components, decorative items, gadgets, electrical appliances and equipment, lighters, protective equipment, toys, childcare products, stationery, cosmetics, communication and media equipment, kitchen / cooking accessories, laser pointers, machines, furniture and motor vehicles [15].
During the period July - December 2021, the Consumer Protection Commission has imposed 112 administrative acts on Bulgarian companies regarding: unfair commercial practices; immediate and effective withdrawal of goods from the market; temporary suspension of the placing on the market of goods; compulsory administrative measure "temporary closure of a tourist site"; prohibition of import, export, remunerated or gratuitous placing on the market of dangerous goods, etc. [16].
In the annual report of the CPC for 2020 an activity report was made. 20,755 inspections of traders (physical and electronic shops, tourist sites, etc.) were carried out. 1023 acts for administrative violations were drawn up for the established violations and 1203 penal decrees were issued, with which fines and property sanctions were imposed [17].
In the last three years, after inspections, the Consumer Protection Commission has ruled on the application of 30 unfair commercial practices by mobile operators, and in 2021 alone, 48 penal decrees were issued to mobile operators to establish administrative violations [18].
There are three possible ways to file a complaint / signal to the Consumer Protection Commission - the first is by filing a complaint electronically; the second is to file a complaint in person at the office of the Consumer Protection Commission; the third is by calling the telephone numbers listed on the site to report a violation.
The filing of a complaint electronically is done through the CPC website, and it will be filed with a unique incoming number, which is received by e-mail. Filing a complaint in person at the office of the Consumer Protection Commission, receiving the incoming number on the spot.
The incoming number can be used to inquire about the progress of the complaint after calling the CPC's phone number in the respective office to which the complaint is addressed. When the complaint is investigated, the Consumer Protection Commission should consider the case and decide within one month from the date of its receipt.
An inspection is a procedure involving a series of actions, correspondence between the inspection body and the inspected trader, creation of documents and collection of suitable evidence for a possible lawsuit, which in some cases makes it impossible to complete the inspection within the statutory period.
When the investigation in the specific case is completed, the complainant is informed of the results of the same, the same way as the complaint was sent [19].
The CPC is the specialized body that actively protects the rights and interests of Bulgarian consumers with periodic inspections of the activities of economic entities, detected dangerous goods and administrative violations of economic organizations. The question related to the survey of consumer attitudes towards the Consumer Protection Commission in Bulgaria remains interesting.
Survey of consumer attitudes towards the Consumer Protection Commission in Bulgaria
The survey is presented in the form of figures, and
Source: Compiled by the authors
Fig. 1 Gender of users surveyed,%
In fig. 1 presents the results regarding the gender of the surveyed users. The number of men is 32.7% and the number of women is 67.3%. Slightly more than twice as many women took part in the study. The results
are most likely due to the assumption that women are more active consumers and shop more often than men, which explains the greater interest in the topic of the study.
35,00% 30,00% 25,00% 20,00% 15,00% 10,00% 5,00% 0,00%
31,20%
4,30%
24,20%
20,20%
12,50%
7,60%
up to 18 years from 19 to 30 from 31 to 40 from 41 to 50 from 51 to 60 over 60 years years years years years
Fig. 2. Age of users surveyed, in %
Source: Compiled by the authors
The subjects are representatives of different age groups. They are divided into six categories: up to 18 years, from 19 to 30 years, from 31 to 40 years, from 41 to 50 years, from 51 to 60 years and over 60 years. The highest percentage of users participating in the survey fell in the age range of 19 to 30 years, respectively by 31.20%, followed by the second group aged 31 to 40 years by 24.20%. The results obtained can be explained by the fact that in this age range the population is in
active working age and often uses the Internet, where the survey is distributed. The lowest percentage of respondents under the age of 18 (4.30%) who are not so interested in the specific topic. For users over 60, the low rate may be due to the fact that they do not use the Internet often or do not use it at all.
In fig. 3 presents the level of education of the users who participated in the survey.
41,6%
48,20%
50,00%
0,00%
Without education
Primary education
Secondary education
Higher education
Fig. 3. Level of consumer education, in % Source: Compiled by the authors
The criterion of education is an important indicator for the research. The attitude of the educated to such research is different from that of the uneducated. We believe that respondents with a higher level of education are more interested in their rights as consumers, as opposed to those with lower education or no education at all.
It is evident from the data that the largest percentage of respondents have completed higher education -48.20%, which proves the above that the higher educated are more interested in protecting their rights and
Source: Compiled by the authors
Over 66% of the surveyed consumers define the income of the household as rather high (33.12%) and rather low (32.90%). Respondents who define their income as low are 23.59%, and those with high income are 10.39%.
interests as consumers. They are followed by respondents with secondary education - 41.6%. 2.00% have no education and 8.20% have primary education.
A causal link can be found between the education-income factors. The highest percentages are of consumers with higher education and those who receive rather high incomes. The link is that those consumers with a higher level of education receive higher incomes than consumers with a secondary and lower level of education.
In fig. 4. the incomes of the households are pre-
In Fig. 5 presents consumers' awareness of their rights as consumers.
5,50%
8,60%
24,90%
25,30%
35,70%
Yes
Rather yes Rather no No
I can not judge
sented.
Fig. 4. Consumer household income, in %
Fig. 5 Are the respondents aware of their rights as a consumer? Source: Compiled by the authors
Just over 1/4 of the respondents (25.30%) strongly consumers. The highest percentage of consumers confirm that they are aware of their rights as (35.70%) indicated rather yes in response, according to
which it can be assumed that they are partially aware of their rights. Rather no, 24.90% of respondents are not aware of their rights, and 8.60% are not aware. It is worth noting here that if consumer rights are violated,
respondents will not know how to protect themselves and who to turn to for help. They cannot judge whether 5.50% of consumers are familiar or not.
40,00% 35,00% 30,00% 25,00% 20,00% 15,00% 10,00% 5,00% 0,00%
36,80% 30,00%
15,10%
11,00% 7 10%
Yes
Rather yes Rather no
No
I can not judge
Fig.6. Does the CPC protect the rights of the Bulgarian consumer? Source: Compiled by the authors
Obviously, consumers have great confidence in the institution (CPC). More than 1/3 of the respondents (36.80%) confirm that the Consumer Protection Commission protects the rights and interests of
30.00% of the respondents, and 11.00% of them - rather not. The percentage of consumers (7.10%) who do not trust the institution is low, and 15.10% of them cannot judge.
9,00%
9,00% ■ Yes
■ Rather yes
10,40% ■ Rather no
53,80%
■ No
17,80% ■ I can not judge
Fig.7. If consumer rights are violated, would they file a complaint / alert to the CPC? Source: Compiled by the authors
The majority of respondents (53.80%) would seek help from the Consumer Protection Commission if they feel that their consumer rights have been violated; rather
would not file a complaint / signal of 10.40%. The answers "No" and "I can't judge" have equal results -9.00% each.
Fig. 8. What is the reason for consumers not to submit a complaint / signal to the CPC? Source: Compiled by the authors
Question number 8 addresses the reason why respondents would not lodge a complaint / alert with the institution. A significant number of users (56.30%) are of the opinion that the submitted complaint or signal
will not give any result. It would be a waste of time for 28.50% of respondents, and 15.20% indicated otherwise.
50,00% 40,00% 30,00% 20,00% 10,00% 0,00%
40,90%
Yes
Rather yes Rather no
No
I can not judge
Fig. 9. Do respondents believe that their rights as consumers are protected? Source: Compiled by the authors
Figure 9 shows that consumers (40.90%) believe that their rights are protected. Rather yes, 25.20% of them answered. Rather no, they do not believe 15.70%;
A high score of 63.10% is observed in question №10, which is related to the approval of consumers for the work of the CPC. 8.60% of the respondents do not approve of it. 16.90% of the respondents cannot judge. 11.40% of the respondents have not heard of the Consumer Protection Commission, which suggests that these are people with low educational status or in the youngest age group.
Summary
Summarizing the questions of the survey, the subject of this analysis, it is important to point out the existence of different types of questions that build its character. The results of the survey prove that the majority of the surveyed Bulgarian consumers are well aware of their rights and will seek help from the competent authorities in case of any violation. For some of the questions asked, the percentage of answers is very close. The results of the survey are impressive for the high percentage of consumers who trust the Consumer Protection Commission, as well as those who would signal if their rights were violated. Consumer awareness of their rights makes them less vulnerable to unfair commercial practices.
Conclusion
From the results of the present study it can be concluded that the Consumer Protection Commission is a specialized state body in which the majority of Bulgarian consumers have confidence and would file a signal / complaint in case of violation. This finding shows a good level of consumer culture, although it is safe to say that what is usually lacking for the Bulgarian
that their consumer rights are protected, which is an indicator of distrust towards the control authorities; 11.90% of the respondents cannot judge.
consumer is a higher consumer culture, a broader knowledge of both the rights and the goods themselves and services to avoid possible infringements of consumer rights.
For this reason, buyers need to become more aware of their rights as consumers and, in the event of their infringement, report to the competent authorities. Knowledge of consumer rights will provide a higher consumer culture, which is very important for security and safety in the shopping process and in the subsequent consumption of the product.
References
1. Stefanov, D. (1995). Regarding the protection of the rights and interests of consumers. Goods - Quality - Problems: National Scientific Conference, Varna, Oct. 1994. IU, Varna, p. 176-182.
2. Stoykova, T. (2018). The role of commodity science in training in the field of consumer protection. Quality of goods and consumer protection: Collection of reports from the round table with international participation, Science and Economics, Varna, p. 20-29.
3. Varadinov, O. (2014). Unfair commercial practices in the trader-consumer relationship, Analysis of Chapter 4, Section IV, of the Consumer Protection Act, Sibi, Sofia, p. 256.
4. Andreeva, A., Danev, V. (2018). Establishing the quality of goods in the proceedings on the complaint. Product Quality and Consumer Protection: Proceedings of a Round Table with International Participation, Science and Economics, Varna, pp. 199-210.
categorically (6.30%) of the respondents do not believe
80,00% 60,00% 40,00% 20,00% 0,00%
63,10%
16,90%
8,60% 11,40%
Yes No I can not judge I haven't heard of her
Fig. 10.Do consumers approve of the work of the CPC? Source: Compiled by the authors
5. Kraleva, V., Dimitrova I. (2017). Protection of consumer interests in the shadow of the trade guarantee. Marketing - experience and perspectives: Proceedings: International. Scientific Conference, June 29-30, 2017, Science and Economics, Varna, pp. 423-430.
6. Regulation (EU) № 2006/2004 of the European Parliament and of the Council of 27 October 2004 on cooperation between national authorities responsible for the enforcement of consumer protection laws.
7. Kanturski, G. (1972). Consumer culture - an obligation and a right of our contemporaries. Assoc. of VINS - Varna, pp. 33-44.
8. Andreeva, A., Yolova, G. (2018). Protect consumers' rights in voluntary insurance. Quality of goods and consumer protection: Collection of reports from the round table with international participation, Science and Economics, Varna, p. 74 - 87.
9. Mukhtarova, M. (2018). The role of market surveillance to protect consumers from non-compliant and dangerous products. Quality of goods and consumer protection, Proceedings of a round table with international participation, Science and Economics, Varna, pp. 42-55.
10. Andreeva, A., Dimitrova, D. (2020). A new legal framework for administrative cooperation between EU Member States to increase consumer protection. Quality and certification of products, Proceedings of an international scientific-practical conference dedicated to the 100th anniversary of the University - Varna, Science and Economics, Varna, pp. 46-55.
11. Dimitrova D., Mateeva Zh. (2020). Administrative control and administrative penal responsibility for consumer protection. Assoc. Sp. Icon. univ. - Varna, Science and Economics, Varna, p. 36 -53.
12. Dimitrova, D. (2020). Specifics of the administrative and legal protection of the consumers. Quality and certification of products, Proceedings of an international scientific-practical conference dedicated to the 100th anniversary of the University - Varna, Science and Economics, Varna, pp. 56 - 64.
13. Milev, H., Dushkova, M. (2020). Consumer protection in online shopping. Quality and certification of products, Proceedings of an international scientific-practical conference dedicated to the 100th anniversary of the University -Varna, Science and Economics, Varna, pp. 36-45.
14. Peteva, V., Dushkova M. (2019). The role of digitalization in consumer protection in Bulgaria. Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Ser., Varna, pp. 37-46.
15. Consumer Protection Commission. /https://kzp.bg/
16. Acts /https://kzp.bg/aktove
17. Annual reports /https://kzp.bg/godishni-dokladi
18. Commission for Consumer Protec-tion/https://kzp.bg/
19. What happens after giving a complaint / signal. https ://kzp.bg/kakvo-se-sluchva-sled-podavane-na-zhalba-signal
НАЦИОНАЛЬНЫЕ ЭКОНОМИЧЕСКИЕ ИНТЕРЕСЫ КАК ФАКТОР СОЦИАЛЬНО -
АДАПТИРОВАННОГО РАЗВИТИЯ
Рустамбеков Г.Б.
Бакинский Государственный Университет,
профессор
NATIONAL ECONOMIC INTERESTS AS A FACTOR OF SOCIALLY ADAPTED DEVELOPMENT
Rustambekov G.
Baku State University, Professor
АННОТАЦИЯ
Человек всегда нацелен на преобразование окружающей его пространственной и социальной действительности для удовлетворения своих запросов. В этом заключена первопричина производственной активности вообще, а также нахождения человеком наиболее оптимальных решений в своей жизнедеятельности. В этой связи очень важно познание факторов социально-адаптированного развития, среди которых определяющее значение имеют национальные экономические интересы.
ABSTRACT
A person is always aimed at transforming the spatial and social reality surrounding him in order to satisfy his needs. This is the root cause of production activity in general, as well as finding by a person the most optimal solutions in his life. In this regard, it is very important to understand the factors of socially adapted development, among which national economic interests are of decisive importance.
Ключевые слова: национальные интересы, субъекты хозяйствования, социальная адаптация, человеческий фактор, институты, экономические модели.
Keywords: national interests, business entities, social adaptation, human factor, institutions, economic models.
