Initiative and Objectives
Roskomnadzor and Russia's Ministry of Digital Development have launched an electronic complaint book on the Gosuslugi portal as part of the federal project "Government for People". This digital tool aims to modernize consumer rights enforcement.
How the E-Complaint System Works
Consumers can file complaints against marketplace platforms Ozon and Wildberries through a dedicated form on Gosuslugi. Supported scenarios include:
- Refusal to return goods within 7 days
- Refusal to refund returned goods
- Exceeding payment return deadlines for canceled orders
Process:
- Fill out a problem description form
- Automatic complaint submission to platform owner
- Response received in personal account within 7 days
Impact on Consumers and Market
Key benefits:
- Reduces barriers for complaints (70% of disputes resolved without court)
- Accelerates resolution (average time reduced to 5 days)
- Strengthens trust in online shopping
Experts note that similar EU systems reduced court cases by 40%. Russia expects comparable results by 2025.