This is, as they say, the first systematic review of the work of the counseling center, which was established as a continuous, free and accessible service for citizens who want to understand their rights, check the validity of their requests, or receive guidance in a specific consumer situation.
The Institute emphasizes that the findings do not represent the total statistics of all consumer problems in Montenegro, but rather an indicative overview of the complaints that consumers have made to the counseling center. However, the structure of reported cases indicates areas where problems are recurring and which directly affect everyday spending, household budgets and legal security of citizens.
"The largest number of complaints related to non-conformity of goods, a total of 29 cases. This was followed by clothing, footwear and textiles with 24 complaints, telecommunications services with 21 complaints, prices and payments with 18 complaints, loans, interest and financial obligations with 16 complaints and electricity with 15 complaints," reads the statement signed by the national expert for consumer protection from the Institute of Economic Sciences, PhD. Jovo Rabrenovic.
Online shopping stands out in particular.
"The counseling center recorded a total of 23 complaints related to online shopping, or 8.52 percent of all complaints. Of these, 14 related to online shopping and distance contracts, while 9 related to purchases via social networks and unregistered profiles," the Institute said.
The report also noted cases related to purchases via the Temu and AliExpress platforms.
"The Institute does not draw general conclusions about these platforms based on the number of complaints received, as each case has its own specificities. The presence of such complaints nevertheless indicates that international digital marketplaces are increasingly entering everyday consumer practice in Montenegro. Online shopping is a particularly sensitive area because decisions are often made quickly, based on photos and descriptions created by the seller, without the consumer being able to physically inspect the goods before purchasing. There is a particular risk when purchasing through social networks and unregistered profiles, where the consumer may not have clear information about the seller, terms of sale, complaints or refunds," the statement said.
Recurring patterns emerge from consumer complaints: insufficient information before purchasing or concluding a contract, unclear complaints, formal rejection of requests without sufficient explanation, shifting of responsibility between the trader, service provider, service provider, platform or delivery person, as well as difficulties for the consumer to receive a clear explanation of disputed invoices and contractual obligations.
"The first 270 addresses show that consumer protection is not an abstract legal issue, but an everyday problem for citizens, from complaints and bills, to telecommunications contracts and online shopping. The goal of the counseling center is for consumers to receive clear, free and understandable guidance," the Institute of Economic Sciences announced.
The Montenegrin Consumer Protection Law regulates the protection of consumer rights in the purchase and other forms of product trade, including the protection of economic interests, legal protection, information and education of consumers. These issues are, as stated by the Institute, also important in the European context, especially in online shopping, where there is an emphasis on clear consumer information before purchase and rules on withdrawal from distance contracts.
"The Institute of Economic Sciences recommends that the aggregated findings of the advisory service be used as an additional signal for competent institutions, especially in the areas of complaints, prices and billing, telecommunications, financial obligations, energy and utility services, and online shopping. Traders and service providers are recommended to improve the clarity of communication with consumers, and citizens are recommended to keep invoices, contracts, photographs, correspondence, and other evidence," the statement reads.
The Institute of Economic Sciences will, as they conclude, periodically report to the public and competent institutions on new findings, trends, and areas that require special attention.
