Federal Service
on Customers' Rights Protection
and Human Well-being Surveillance
(Rosporebnadzor)
Financial Consumer
Policy
in Russian Federation
Svetlana Mukhina,
Deputy Director
Department of Consumer Rights Protection
June 14, 2013
Improving the National System of Consumer
Rights Protection
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Improving the National System
of Financial Consumer Rights Protection
 Provisions of the Article 9 of the Federal Law № 161-FZ (27 June 2011)
“On the National Payment System” will come into effect since January 1, 2014.
These provisions will establish additional protection of consumer economic interests,
when using electronic payment instruments (bank transfers)
 Draft Federal Law № 105976-6 “On amendments to the Federal Law
“On insolvency (bankruptcy)” and certain Legislative Acts of the Russian Federation
as related to the regulation of rehabilitation procedures, applying to the debtors”
 Draft Federal Law “On telecommunication services”
 Draft Federal Law “On amendments to the Federal Law “On Consumer Rights
Protection”” (merchandise, works, services payment, by cash or noncash payments
and payment cards)
 Draft Federal Law “On amendments to the Criminal Code of the Russian Federation
and certain Legislative Acts of the Russian Federation” (financial pyramid prohibition)
 Draft Federal Law “On consumer credit”
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Financial Literacy
and Institution of Financial Ombudsman in Russia
One of the goals of Financial Education and Financial Literacy
Project is to pilot a model of financial ombudsman as a mechanism
of extrajudicial dispute resolution for Russian consumers
of financial services.
Since 2008 federal executive bodies cooperate with
the World Bank, Russian bank associations and consumer unions
in the field of the establishment of the institution
of financial ombudsman for the Russian Federation
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Improving the System of Consumer Rights Protection:
Consumer Testing of Standard Regulations
“The head of each federal agency whose activities bear significantly on consumer welfare designate
a special assistant in his office to advise and assist him in assuring adequate and effective attention
to consumer interests in the work of the agency, to act as liaison with consumer and related organizations,
and to place increased emphasis on preparing and making available pertinent research findings
for consumers in clear and useable form”.
Special Message to the Congress on Protecting the Consumer Interest
J.F. Kennedy, March 15, 1962
Draft bills, containing norms on consumer rights protection or influencing
relations with customers, will be sent to the Rospotrebnadzor to evaluate
impact on legal relations with consumer.
This evaluation will assess compliance of the draft bill with the legislation on
consumer protection in order to identify provisions that infringe consumer rights,
or provide conditions for consumer rights infringement, or impede realization
of these rights.
Draft Decree of the Government of the Russian Federation
“On amendments to the Protocol of the Government of the Russian Federation”
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Broadening Executive Powers of Rospotrebnadzor
in Consumer Rights Protection
Rospotrebnadzor is:
 responsible for drafting and implementing public policy and
legal regulation in the field of consumer protection
 exercises elaboration of strong requirements in the field
of consumer protection
 carries out examination of adherence to technical regulations
in accordance with the established procedure
•Decree of the Government of the Russian Federation of April 6, 2004, № 154
“On the Issues of the Federal Supervision Agency for Customer Protection and Human Welfare”.
• Decree of the Government of the Russian Federation of June 30, 2004 № 322 “On the Recognition
of the Federal Service on Customers' Rights Protection and Human Well-being Surveillance”
as amended by the Resolution of the Government of the Russian Federation on January 30, 2013, №65.
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Development and Management of Public Information
Resource in the Field of Consumer Rights Protection
Rospotrebnadzor is authorized to develop and manage the public
information resource in the field of consumer rights protection,
as well as to coordinate the activities of authorized federal
executive authorities exercising state control (supervision)
over compliance with safety requirements, determined technical
regulations, and customers non-governmental associations
(their associations, unions), related to participation in the
development of above-mentioned resource.
• Item 8 Article 40 of the Law of the Russian Federation of February 7, 1992, № 2300-1
“On Consumer Rights Protection”
• Decree of the Government of the Russian Federation of February 16, 2013, № 129
“On Public Information Resource in the field of Consumer Protection”
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Rospotrebnadzor’s Methods for Improvement
of Consumer Protection
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



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Civil law protection of the consumers
Issue of injunctions to eliminate the violations for the banks
Lections, open seminars, training, concourses
Working with media
Functioning of Consulting Council of Rospotrebnadzor
Providing consumers with consultations:
 through public reception offices and telephone hotlines
 in consulting centers and consulting points for consumers
in all regions of Russia
740
84 consulting centers
in all subjects of
Russia
521
consultants
consulting points
(Rospotrebnadzor
staff)
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March 15 – World Consumers Rights Protection Day.
Rospotrebnadzor practice
In 2013 Rospotrebnadzor experts
performed more than 35 000 of
information events for World Consumers
Rights Protection Day in Russia:
 3 500 of young people and
 136 000 of students and schoolchildren
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Example of organization of financial consumer
protection – Tver region
Consulting center in Tver
9 consulting points in the region
TVER REGION
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Growing number of Rospotrebnadzor’s consultations
for financial consumers
Source: Rospotrebnadzor regional offices’ data.
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Administrative activities of regional Rospotrebnadzor offices
on financial consumer protection
Indicator
2008
2009
2010
2011
2012
INCREASE,
%
(2012 to 2008)
Number of control activities performed
665
582
876
1390
1 388
108
Number of administrative investigations
199
273
658
804
898
351
Number of administrative reports issued
238
401
950
1219
1 494
528
Number of decisions about bringing
to administrative account
197
326
720
1092
1 083
450
Number of decisions to dismiss
the case
63
113
183
206
239
279
Number of decisions appealed
by the banks
124
188
394
570
494
298
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Conclusions given by Rospotrebnadzor
for civil cases on financial consumer protection issues
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Number of cases on financial consumer protection
reviewed by the courts of general jurisdiction
(in all consumer protection cases concerning services)
Source: Supreme Court of the Russian Federation.
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Improving the National System of Consumer Rights Protection:
open analysis of the results
Publication of the Government Report “On the Protection of Consumer Rights
in the Russian Federation” is recommenced in 2013:
 the report is prepared by Rospotrebnadzor, published and would be brought in
the Government of the Russian Federation before June 1 of the year, following
the reporting year,
 the report is published as a separate edition and is submitted to the federal
executive authorities and the federal authorities of the federal subjects of the
Russian Federation, as well as posted on the official web-site of
Rospotrebnadzor (its territorial bodies) in the Internet at:
http://rospotrebnadzor.ru
• Article 40 of the Law of the Russian Federation of February 7, 1992
№ 2300-1 «On Consumer Rights Protection»
• Decree of the Government of the Russian Federation of April 5, 2012, №28
«Governmental Report on Consumer Rights Protection in the Russian
Federation»
• Decree of the Government of the Russian Federation of February 16, 2013
№ 129 «On Public Information Resource in the field of Consumer Rights
Protection»
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Rospotrebnadzor’s participation in international cooperation
for better financial consumer protection
Answers on FSB Questionnaire on Consumer
Finance Protection were collected within the
framework of Russia’s participation in international
research on financial consumer protection conducted
by Financial Stability Board.
Report on the Status of Financial Consumer
Protection has been prepared within the
framework of a joint project of the Ministry of
Finance of the Russian Federation and the
World Bank “Financial Education and Financial
Literacy Project for the Russian Federation”.
It will be presented in English on the G20
Summit in September 2013.
S.-Petersburg
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Thank you
for your attention!
http://rospotrebnadzor.ru