Every consumer has the right to a quality product or service. If your rights have been violated, you can contact the seller (contractor, manufacturer) with a claim.

Important to know
According to Article 42-4 of the Law of the Republic of Kazakhstan "On Protection of Consumer Rights", the consumer has the right to: demand the elimination of violations, compensation for damage caused by defects in goods or services.

How to file a claim?
The claim is written in free form. Specify:
• what rights were violated,
• what is the defect of the goods or services,
• your requirements (refund, replacement of goods, elimination of defects, etc.).

Where to send the claim?
• Personally to the seller (be sure to receive a mark of acceptance);
• By mail to the legal address of the seller;
• Electronically (by e-mail or through online systems).

Seller's Responsibilities
The seller (contractor, manufacturer) is obliged to:
• review the claim,
• send a written response within 10 calendar days,
• attach supporting documents.

If there is no response
If the seller has not responded or refused to correct the violations, you have the right to:
• contact the authorized body,
• file a complaint with the state bodies responsible for consumer protection,
• if necessary, go to court.

Case Study
A resident of the Turkestan region purchased bedding online for 350,000 tenge. Upon delivery, it turned out that one blanket was missing. The seller did not respond to the claim. The consumer contacted the Department of Trade and Consumer Protection through the E-Otіnіsh system. As a result of the department's work, the seller admitted the error, sent the missing goods and compensated for the costs.

Result: the consumer's rights were fully restored.

Source : https://www.gov.kz/memleket/entities/mti/press/news/details/1068714?lang=kk