Government Services Portal to Launch Digital Complaint Book for Marketplaces
Russia’s consumer protection watchdog and digital development ministry are launching a pilot program that will allow users to file complaints about sellers on Ozon and Wildberries directly through the Gosuslugi (Government Services) portal. Responses will be delivered to users’ personal accounts within seven days.
The new service is being introduced as part of a federal initiative. It is aimed at protecting consumer rights and is being implemented under the Gosudarstvo dlya lyudey (State for People) federal project.
Through the digital complaint book, users will be able to report defective products, as well as refusals to accept returns or provide refunds within seven days of purchase when return conditions have been met. All disputes are expected to be resolved through pretrial procedures without going to court.
At the same time, authorities are preparing broader regulation of the sector. Deputy Prime Minister Alexander Novak said the law on the platform economy will take effect on October 1. According to Novak, about 1 million sellers currently operate on Russian marketplaces, with roughly 80% representing small and medium-sized businesses.
