Completion of the project "General and Sectoral Conciliation Commissions of the Civil Service Commission - Civil Control for Efficiency"

The implementation of the project "General and Sectoral Conciliation Commissions of the Consumer Dispute Resolution Service - Citizen Control for Efficiency" has been completed, under contract No. BG05SFOP001-2.009-0128. The project is financed by the EU ESF through the Operational Program "Good Governance", under the procedure for "Increasing civil participation in the processes of formulation, implementation and monitoring of policies and legislation".

The project is implemented with the participation of experts from the association "Center for Alternative Dispute Resolution "Consensus"

Implementation period: 15 months.

Project budget 75427.20 BGN with 100% grant funding.

The project activities constituted a comprehensive program for implementing a reform in the field of providing services for alternative consumer dispute resolution / ADR /, through enhanced civil participation in ADR bodies and the process of planning, implementation and monitoring of consumer rights protection services. During the implementation period, a team of experts worked on a study and analysis of a database related to the work of the general and sectoral conciliation commissions at the Consumer Protection Commission (CPC), studied the degree of recognition of the commissions among the general public and business, and based on the results, developed a toolkit and mechanism for monitoring, feedback and assessment by citizens and businesses of their relationships with the conciliation commissions (CPC administration).

The project experts prepared recommendations for regulatory changes related to improving citizen participation in the process of protecting consumer rights. During the project, a broad information campaign was organized, including on social networks, which contributed to raising public awareness about the mechanisms for citizen participation in the processes of formulating, implementing and monitoring policies and legislation in the field of consumer protection.

As part of the project implementation, a meeting-discussion with business representatives was organized, as well as three round tables, one of which was held in the city of Sofia. The latter was attended by representatives of the Consumer Protection Commission, the General Directorate of Market Control, the Chairman of the General Conciliation Commission at the Consumer Protection Commission, the Sofia City Council; representatives of the International Standards and Regulatory Framework Department at the Ombudsman of the Republic of Bulgaria, representatives of the Bulgarian Chamber of Commerce and Industry, the Professional Association of Mediators in Bulgaria, as well as sociological agencies, civil organizations, NGOs, etc. The results of the discussion were integrated into the final report, containing specific proposals for optimizing the legislation in the field of consumer rights protection.

Thanks to the developments and activities under the project, the public became aware of the need for reorganization of the existing model of centralized provision of ADR services, as well as the possibilities for restructuring the commissions.

It is important for society to increase the interaction between the administration and citizens and business in the process of providing consumer protection and resolving consumer disputes.

The analyses developed under the project and the recommendations for reforms and regulatory changes based on them give voice to the needs and requirements of citizens to propose measures for accountability and efficiency of the CPC administration. In the long term, the results of the project contribute to the sustainability of decisions and policies in order to meet the identified needs and achieve lasting results in the field of consumer protection.

Within the framework of the project, the Center for Alternative Dispute Resolution "Consensus" was established, which will continue to operate and provide ADR services. The center's website - https://mediationcenter.bg/cacr/ - contains complete information about the activities and services, as well as all developments under the project. It also contains interviews with experts, a thematic brochure on the CPC's activities, as well as useful links to institutions, regulatory acts, information on resolving consumer disputes, etc.