How can a consumer file a general consumer-protection complaint in Kosovo?

A consumer can file free of charge by mail, email, web form or in person with the Department for Consumer Protection, and may generally complain directly without first contacting the trader. The filing should include contact details, the receipt date, a clear description of the problem and evidence such as an invoice, warranty or contract.

Which institution handles a consumer-protection complaint about a bank or microfinance institution in Kosovo?

The consumer should first submit a written complaint to the bank, insurer, microfinance institution or other CBK-supervised institution, which normally has 15 days to respond. If the response is unsatisfactory, the consumer can contact the CBK Division of Appeals through ankesat.bqk-kos.org, by mail, in person or by fax.

How are electricity and water consumer-protection complaints handled in Kosovo?

An electricity, thermal-energy or gas complaint normally begins with the supplier or distribution company and may then go to the ERO. A water or wastewater complaint begins with the water provider and may then go to the ARRU Consumer Complaints Commission, generally within 30 days of the provider's act and no later than six months from the first-instance act.

Consumer protection in Kosovo

Q: How long does a trader have to answer a consumer-protection complaint in Kosovo?

Under Law No. 06/L-034 On Consumer Protection, the trader normally has 15 days to reply. The Department or another competent authority normally decides within two months, unless a special sector rule provides a different deadline.

Q: Where should a consumer report suspected online fraud or phishing in Kosovo?

Suspected criminal or online fraud should be reported to the Kosovo Police through 192, 080019999, 038550999 or its official online and email channels. A payment or e-banking incident should also be reported immediately to the bank or payment provider, while personal-data misuse belongs with the AIP.

In Kosovo, a consumer is a natural person acting for private, non-commercial purposes when dealing with a company or other professional supplier. Consumer protection covers goods, services, contracts, digital offers, public services, fair trading, product safety, clear prices and complaint rights. Law No. 06/L-034 On Consumer Protection provides the general framework, while specialist bodies handle sectors such as finance, communications, energy, water, food and medicines.

Tip

Treat the complaint as a case-management task: classify the problem first, preserve proof and send it to the body that can act. Use the Department for Consumer Protection for ordinary purchase and contract problems, but follow sector-specific first-contact rules for banks, energy, water and communications. Protect every deadline and do not assume that a police report or regulator recommendation will itself produce a refund or court judgment.

byAulona&Jeton

Law No. 06/L-034 On Consumer Protection is the main general consumer-protection law in Kosovo and replaced Law No. 04/L-121. Law No. 08/L-176 harmonizes certain special administrative procedures. The framework protects consumers' economic interests, life, health and property and supports access to information, education, legal protection, compensation, consumer associations, representation and official-language services. A company or other professional supplier must present prices clearly, including the unit price where applicable. An invoice must not add a charge that was not disclosed. Product information can include the manufacturer and address, product name, quantity, composition, quality, production date, expiry date, instructions for use and maintenance, and relevant risks. A complaint about a defective or non-conforming product should be supported by an invoice, warranty, contract or other evidence. The general complaint system allows free filing by mail, email, web form or in person. The trader-first step is generally optional, so a consumer may file directly with the Department for Consumer Protection, Departamenti për Mbrojtjen e Konsumatorit. The filing should identify the claimant, provide contact details and the receipt date, and describe the trader's conduct and requested remedy. An electronic filing produces a unique reference number. Missing evidence should lead to a request for information or a referral where appropriate, not an automatic dismissal. Under Law No. 06/L-034, the trader normally replies within 15 days. The Department or another competent authority normally decides within two months unless a special sector rule sets another deadline; time spent waiting for requested information is excluded. The final response should give reasons in simple language and explain the available next legal or administrative step. The Department works with bodies such as the Market Inspectorate and Metrology. Depending on the problem, responsibility can instead lie with the Food and Veterinary Agency, Health Inspectorate, Kosovo Medicines Agency (KMA/AKPPM), Tax Inspectorate, Transport Inspectorate, Civil Aviation Authority, Central Bank of Kosovo (CBK/BQK), Energy Regulatory Office (ERO/ZRRE), Regulatory Authority of Electronic and Postal Communications (ARKEP), Water Services Regulatory Authority (ARRU), Information and Privacy Agency (AIP) or Kosovo Police. Kosovo has no evidenced general national alternative-dispute-resolution system covering every consumer dispute; sector mechanisms exist where a law or regulator provides them. Negotiation and consumer associations can offer informal assistance, while courts remain a formal option. Costs and processing times for sector proceedings, mediation or court action depend on the case. Distance and off-premises contracts require pre-contract information and confirmation on a durable medium. A withdrawal period generally lasts 14 days, subject to statutory exceptions. Digital content and digital services fall within the consumer framework when the contract qualifies. If a supplier does not deliver goods or does not start a contracted service, the consumer may have a statutory right to terminate under the applicable conditions. General coverage of online marketplaces and alternative dispute resolution remains fragmented. The consumer portal has used konsumatori.rks-gov.net and cons.rks-gov.net; it is under reconstruction, so availability may vary. Financial complaints follow a separate process. Banks, insurers, microfinance institutions, non-bank financial institutions and pension funds supervised by the CBK should first receive a written complaint from the consumer. The institution normally has 15 days to respond. A complex case may take up to 30 days if the institution gives the required notice. The consumer may then contact the CBK Division of Appeals through ankesat.bqk-kos.org, by mail, in person or by fax; a telephone call alone is not the filing method. The CBK assesses the complaint and may issue a recommendation, but it does not replace a court judgment. The CBK does not review a matter while prosecution, court proceedings or enforcement are pending. Credit-data access or correction begins with the credit provider and can also involve the CBK. For television, internet, mobile or postal services, ARKEP handles consumer-protection matters. The consumer can complain to the provider and use ARKEP's inspection and dispute mechanisms, including its dispute commission or Board. ARKEP's official 2024 report recorded 396 combined television and internet complaints, 139 mobile complaints, 74 package or quality-of-service complaints and 3 postal complaints; 92% were resolved and 8% remained under review. Personal-data misuse belongs to the separate AIP complaint process. Electricity, thermal energy and gas complaints generally begin with the supplier or distribution company and can then go to the ERO at ankesa.dmk@ero-ks.org. ERO decides disputes between customers and licensed companies. Water and wastewater matters are handled separately: the consumer first contacts the water provider and may then complain to the ARRU Consumer Complaints Commission. A water complaint generally must be filed within 30 days of the provider's act and no later than six months from the first-instance act. If the provider does not act, the consumer generally waits at least seven days after the provider's deadline and files no later than two months after that deadline. Public-service complaints about energy, water or waste may also be subject to a provider-response requirement before the Department accepts the matter. Tourism complaints are governed by Law No. 08/L-074 On Tourism. A permitted travel agency should provide package information covering the destination, dates, transport, accommodation, meals, itinerary, organizer or intermediary and total price. The organizer must have a bank guarantee or valid insurance for certain non-performance, partial-performance or irregular-performance risks, including accommodation or food costs. The traveller should notify the agency promptly about a non-conformity and request correction; depending on the facts, price reduction or compensation may follow. Food, medicines and medical devices require specialist handling. The food-safety complaint service of the Food and Veterinary Agency can be contacted through 080050095, SMS 050095 or regional offices. Suspected adverse, counterfeit or unregistered medicines should be reported to the KMA, the Health Inspectorate or the Food and Veterinary Agency, rather than treated only as an ordinary private payment dispute. Law No. 04/L-190 On Medicinal Products and Medical Devices, as amended by Law No. 08/L-047 and affected by Law No. 08/L-220 on pricing, governs this area. An official medicinal-price list has been implemented from 2025. A price, retail or quality complaint can also be submitted to the trader and the Department for Consumer Protection. Unfair commercial practices can be reported to the Department or Market Inspectorate. Suspected criminal or online fraud, identity theft, phishing, fake investments or call-centre fraud should be reported to the Kosovo Police through 192, 080019999, 038550999 or its official online and email channels. A payment or e-banking incident should be reported immediately to the bank or payment provider and then handled through the CBK process where applicable. Personal-data misuse should be reported to the AIP. Keep invoices, transfer records, screenshots, URLs, messages, seller details and timestamps. A police report does not itself guarantee that the consumer will receive a refund.