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

Consumers describe the problem and choose the solution they want. Those with an electronic signature get pre-filled data and can track their complaints in EVO Cabinet; those without can still file and receive the trader's reply by email. If the issue is unresolved, an individual petition, which requires an electronic signature, is routed to the responsible institution across 12 consumer areas, from non-food products and food safety to financial services, energy and transport. A collective petition can be started when many consumers are affected.

Traders see all complaints addressed to them in the Complaints module of EVO Cabinet, can reply, and can authorise another person to handle them, including through mpower.gov.md. Large companies can integrate complaints into their own systems via MConnect. The module is a pilot, with the first weeks used to test the processes for consumers, traders and institutions. Cristina Ceban of the Ministry of Economic Development and Digitalisation said it aims to prevent disputes, and Adrian Lupușor noted that consumer protection is a separate chapter of EU accession negotiations. It was developed by the e-Governance Agency and Expert-Grup, with EU and Soros Foundation Moldova funding.