Consolidating the Consumer Protection Framework in Moldova

Project goal and objectives

The project's overall objective aims to increase the level of understanding and application of consumer rights in the Republic of Moldova.

This project’s importance for the Republic of Moldova is highlighted by the fact that consumer protection is a key component of the association agenda and the European integration process.

The project is structured in such a way as to address two fundamental causes affecting the whole consumer protection framework in the Republic of Moldova. On the one hand, poor regulation coupled with a weak and fragmented institutional framework creates a flawed consumer rights ecosystem. On the other hand, poor knowledge of consumer rights by media institutions and the general public further perpetuates distrust in the free-market instruments and heavily affects competition.

The general objective will be achieved through two specific objectives.

The first specific objective aims at increasing the capacity of the Government and consumer rights authorities to enforce legal provisions and ensure respect for consumer rights.

The achievement of this specific objective will be ensured mainly via the technical assistance that will enable the Government and the Ministry of Economic Development and Digitisation (MDED) to accelerate the process of harmonisation with the EU acquis and improve the consumer protection framework. In order to increase the institutional capacity to implement consumer protection legislation, the project foresees the development of an information system that would facilitate petitioning and monitoring of petitions’ resolution. In addition, recommendations will be made to strengthen the State Inspectorate for the Supervision of Non-Food Products and Consumer Protection, to enhance its coordinating role and its function as a national contact point for consumer protection.

In order to provide advice and assist consumers, both at national level and in the context of cross-border disputes, the project foresees the creation of the European Consumer Centre.

The second specific objective aims at increasing Moldovan consumers’ knowledge and capacities to promote their rights. To achieve this objective, the consortium will support the implementation of an extensive consumer rights awareness campaign. In addition, 5 media organisations will be identified and provided with sub-grants for the elaboration of journalistic investigations, articles, radio and TV programmes on topics related to consumer rights and actions consumers can undertake if their rights are violated.

The implementation of the tasks listed above will be ensured by the consortium’s project team, supported by 6 experts in the field of consumer protection, governance, legislative approximation, and IT.

Donor: European Union

The project will be implemented by the Independent Think-Tank Expert-Grup in partnership with the Institute for European Policies and Reforms and the Soros Foundation Moldova

News & releases

Project infographics & videographics

Project video materials

Related events

Related publications

Procurement and jobs

REQUEST FOR PROPOSALS. Selection of a media agency for video production and online promotion of the eConsumer module on the eDemocracy platform

Procurements·Tuesday, 6 October 2026

Application deadline: 12 October 2026, at 09:00

REQUEST FOR PROPOSALS. Media production and promotion services for the consumer module of the eDemocracy platform

Procurements·Friday, 18 September 2026

Application deadline: 25 September 2026, at 12:00

Extended call: Evaluator for the end-of-project evaluation of “Strengthening the Consumer Protection Framework in the Republic of Moldova”

Tenders·Tuesday, 14 April 2026

Application deadline: 24 April 2026, at 19:00

Call for Applications. Evaluator for the Final Evaluation of the Project: “Consolidating the Consumer Protection Framework in Moldova”

Tenders·Thursday, 5 March 2026

Application deadline: 5 April 2026, at 19:00

Call for applications: Selection of an expert (individual) to provide support to the European Consumer Centre Moldova – extended deadline

Tenders·Monday, 27 October 2025

Application deadline: 27 November 2025, at 10:00

Grant Competition – Selection of a Public Media Association to Cover the Centre Region under the Project “Strengthening the Consumer Protection Framework in the Republic of Moldova”

Grants·Friday, 11 October 2024

Application deadline: 4 November 2024, at 10:00

Request for proposals – office rental services for the European Consumer Centre

Procurements·Thursday, 19 September 2024

Application deadline: 30 September 2024, at 17:00

Grant contest for selecting 5 mass-media organizations for the implementation of the “Consolidating the consumer protection framework in Moldova” Project

Grants·Thursday, 22 August 2024

Application deadline: 30 September 2024, at 18:00

Call for applications: selection of four experts (individuals) to implement the project “Strengthening the Consumer Protection Framework in Moldova”

Tenders·Friday, 16 February 2024

Application deadline: 18 March 2024, at 19:00

Project goal and objectives

News & releases

Consumers Can File Complaints Directly with Traders via edemocrație.gov.md

New Consumer Protection Module on the eDemocrație Platform Presented to Entrepreneurs at CONSECON

Specialists from the Republic of Moldova and Abroad Discuss Reconfiguring Consumer Protection in the Digital Age in Chișinău

How to Stop Bills Burning a Hole in Our Pockets: Energy, Water and Sewerage Consumer Problems Discussed at the Expert-Grup and ANRE Press Club

ECC Moldova: A Year of Prolific Activity in Support of Consumers

Delayed flights, lost luggage – what rights do passengers have? Press club with the Civil Aeronautical Authority and ECC Moldova

Expert-Grup and ANSA press club | Non-compliant food products and catering services: how consumers are protected

Consumer protection enters the digital era: AGE and Expert-Grup launched, at Moldova Digital Summit 2025, a joint initiative to modernise and simplify the petitioning process for consumers

Protection of Communications Service Consumers: Problems Consumers Face and Available Solutions, Discussed at a Press Club Organised by Expert-Grup

Consumer Protection in the Consumer Credit Market Discussed at a Dedicated Press Club Organised by Expert-Grup

Consumer protection in focus: key conclusions of the international conference

Launch of the European Consumer Centre in the Republic of Moldova – an important step in strengthening the consumer protection framework and trust in the mechanisms of the European single market

The European Union and Soros Moldova Foundation support the consumers protection framework in the Republic of Moldova as a key component of the association agenda and of the European integration process

Project infographics & videographics

Unfair commercial practices: what they are and how to identify them

A product label: what it should look like and what information it must contain

Passenger rights in road transport

Roaming without worries – what you need to know before going on holiday!

Product and service warranties – what are your rights as a consumer?

What are your rights when your flight is cancelled or your luggage is lost?

Who Should You Turn To If Your Consumer Rights Have Been Violated?

Warranty and shelf life: what they are, how they work and what rights they give

When and how do you file a complaint?

Your Rights on Holiday: What You Need to Know About Package Holidays

Repair, replacement, price reduction or refund: what to choose and when in the case of non-conforming products/services

Consumer Rights

What rights do you have as a consumer?

Project video materials

Consumer Rights

Worry-free roaming – what you need to know before going on holiday!

Product and Service Guarantees – What Are Your Rights as a Consumer?

Related events

Press Club. Protection of electricity, heat, natural gas, water supply and sewerage consumers: problems faced by consumers and the tools available to resolve them

Press Club – “Protecting the Rights of Air Transport Consumers: Problems Faced by Passengers and the Solutions Available to Them”

Press Club: “Consumer rights regarding food products and public catering services: the main problems reported by consumers and how they are resolved”

Press Club: Protection of Consumers of Telephony, Internet, Television and Postal Communication Services – Problems Faced by Consumers and the Tools Available to Resolve Them

Press Club, 24 April: “Consumer Protection on the Consumer Credit Market: How to Avoid the Risks of Over-indebtedness, Unfair Terms and Fraud”

Scientific Conference with International Participation: “Consumer Protection: Integrated Approaches in the Legal System”

Launch of the European Consumer Centre in the Republic of Moldova

Project launch event "Consolidation of the consumer protection framework in the Republic of Moldova"

Related publications

Challenges and Opportunities for Strengthening the Institutional Framework for Consumer Protection

Protecting consumers’ collective interests: how to defend your rights when a problem affects many consumers

Alternative Dispute Resolution (ADR): How to Settle a Dispute with a Trader Without Going to Court

How social engineering fraud works and how to protect ourselves from it (phishing, vishing, smishing, spoofing, etc.)

Consumer Rights When Buying Used (Second-Hand) Products

Misleading and Comparative Advertising: Risks for Consumers and Ways to Protect Their Rights

What consumers need to know about a sale and purchase contract for real estate under construction

Unfair Competition and Its Impact on Consumer Rights

Payments Prohibited from Being Charged to Consumers: When Fees Demanded by Traders Are Illegal

Consumer Protection at Petrol Stations: Quality, Quantity and “Premium” Sales

Returning or Exchanging Products of Satisfactory Quality

Consumer Rights in Lending Products

How can we avoid fraud in virtual asset transactions? (bonus: virtual assistant)

To what extent can you defend your rights when you have bought goods or services from a person operating illegally as an entrepreneur

The Difference Between Unfair Terms and Unfair Commercial Practices: Criteria and Useful Examples for Consumers

Real Estate Purchases: Your Rights When Buying a Home or Other Immovable Property

Position Paper. Excessive Mediation Seriously Harms Consumers: Why the New Mediation Law Should Not Apply to Disputes Between Consumers and Professionals

Contracts Concluded by Electronic Means

Contracts Negotiated Away from Business Premises

Consumer Rights in Distance Contracts

Consumer Rights in Postal Services

Product labels: what they should look like and what information they must contain

The Tourist Package: What Provisions the Contract with a Tourism Service Provider Must Contain for a Carefree Holiday

Survey. Results of research on consumers' perceptions of their rights and of the effectiveness of the authorities responsible for consumer protection

Roaming without worries: protect yourself and save!

What Rights Do You Have as a Passenger on Domestic and International Road Journeys, and What Can You Do If They Are Violated?

Renting a Car? Here Is What You Need to Know to Protect Your Rights

What Are Your Rights When Your Flight Is Cancelled or Your Luggage Is Lost?

Your Rights on Holiday: What You Need to Know About Package Tours

The European Consumer Centre in the Republic of Moldova and Its Role in Supporting and Empowering Consumers

Consumer Rights When Shopping Online

Unfair Contract Terms: What They Are and How to Identify Them

Warranty and shelf life: what they are, how they work and what rights they provide

Repair, replacement, price reduction or refund: what to choose and when?

How to Properly File a Complaint with a Seller or Service Provider When Your Consumer Rights Have Been Violated

Whom to Contact if Your Consumer Rights Have Been Violated

What Rights Do You Have as a Consumer?