Moscow Rospotrebnadzor to Offer Online Consultations

On the mos.ru portal, residents can now book video consultations on consumer rights issues. This means citizens no longer need to visit the agency in person to receive legal assistance.

Legal Aid via Video

The 'Moscow Consumer Portal' (mos.ru) has introduced a service that allows residents to schedule video consultations with specialists from the Moscow office of Rospotrebnadzor. The city’s Department of Information Technologies announced the launch. Citizens can now get advice on consumer protection issues remotely, and act on guidance related to national standards and regulations.

This innovation reduces the workload on staff handling in-person visits, while improving both accessibility and speed of service delivery. It also serves as a promising example of delivering effective legal support in digital form, potentially useful for other countries.

A Push for AI Development

While direct export of this service is unlikely, the consultation algorithm has significant potential for scaling. In the future, it may serve as a model for knowledge exchange between regions.

We have a new plan. We must not only increase the number of services we bring online, but also deliver them with maximum convenience and speed—ideally at the very moment a citizen requests them. Or even provide a service without the need for a request at all

Maksut Shadayev

Minister of Digital Development

The list of agencies offering online appointments will expand. Domestic interfaces and protocols for conducting such consultations will be in demand, and automated preparation of legal documents—such as claims and complaints—will become routine. AI specialists are expected to develop algorithms to support real-time dialogue and provide proactive suggestions, giving the AI sector an additional boost.

Consultations for Every Need

The Consumer Portal was launched in partnership with Rospotrebnadzor in 2022. Today, it hosts more than 230 materials, including webinars, instructions, and legal resources.

Later, the city introduced a unified service for booking consultations and online appointments. Over the past three years, it has processed more than 120,000 requests, about 25% of which concerned housing issues. Currently, video consultations are available on more than 200 topics, including registrations, social benefits, taxpayer identification numbers, health insurance, pension insurance, international passports, and more.

Technology as a Driver of Convenience

The launch of video consultations with Rospotrebnadzor represents a timely expansion of Russia’s e-government platform. The initiative makes public services more convenient and efficient. The ability to speak with specialists online and automatically generate documents helps citizens save time and effort, solving problems without leaving home.

More agencies are expected to adopt online appointments. With the help of AI assistants, drafting requests may be automated. Integration with mobile applications and notifications is also likely. Over time, this model could spread to other Russian regions and abroad, particularly to CIS countries and the Global South, as a successful example of digitizing public services.