Housing and Utilities, Online Stores, and More: What Ukrainians Most Often Complain About.

In 2024, the State Service of Ukraine for Food Safety and Consumer Protection improved the system for handling citizens' appeals. To enhance the efficiency of processing complaints and improve electronic services for submitting complaints, guiding measures were introduced under the instruction of the head of the agency, Serhiy Tkachuk.

During this period, the State Service processed 5722 appeals, of which 4078 (71%) were applications, 1617 (28%) were complaints, and 27 (1%) were suggestions. Many appeals (3801) were made through the government institution 'Government Contact Center'.

Special attention was given to appeals from individuals in need of social protection, such as war veterans, large families, and other socially vulnerable categories of the population. A total of 704 appeals were received. The most popular means of communication remains mail (including electronic mail), through which 4618 appeals were made.

Consumer Rights Protection

Deputy Head of the State Service Serhiy Zakharin noted that most appeals related to consumer rights protection, specifically the quality of goods purchased through online stores and the quality of housing and utility services. Citizens also actively raised questions about the quality and safety of food products and their labeling.

Appeals Regarding Border Crossing with Animals

Due to the introduction of martial law, the number of appeals regarding crossing the state border with domestic animals has increased. The service also monitors over 20 areas, including food safety, veterinary medicine, consumer rights protection, and advertising regulation.

'We are actively implementing mechanisms of electronic democracy and developing relevant services based on information and communication technologies,' emphasized Serhiy Zakharin. He added that most complaints in the field of consumer rights protection are received electronically and processed using paperless technologies. The service also invites the public to participate in the further development of electronic democracy technologies within the State Service of Ukraine for Food Safety and Consumer Protection system.