Conducting trainings for improvement of the efficiency and effectiveness of the services provided by the Commission for Consumer Protection (CCP) to the Bulgarian enterprises

Period of implementation:  December 2018 - October 2019

Implemented by: Dicon Group Ltd.

Contracting Authority: Commission for Consumer Protection (CCP)

Budget: Euro 345,761.00

Project Objectives:

On Lot 1: „Conducting trainings for representatives of Bulgarian enterprises for work with Conciliation Commissions”:

• Increasing the capacity of Bulgarian enterprises for implementation of National and European policies for consumer protection;
• Increasing the capacity of Bulgarian enterprises for work with Conciliation Commissions.

On Lot 2: „Conducting trainings for representatives of general and sectoral Conciliation Commissions for improvement of their work on common and preventive basis – for early assistance in arising disputes between consumers and economic operators”:

• Increasing the capacity of CCP for implementation of National and European policies for consumer protection;
• Increasing the efficiency and effectiveness of the services provided by CCP to the Bulgarian enterprises.

Project target groups:

• On Lot 1: representatives of Bulgarian business;
• On Lot 2: representatives of Conciliation Commission at CCP and their supportive experts.

Project activities:

• Activity 1: Developing training programs for conducting trainings;
• Activity 2: Developing a schedule for conducting trainings;
• Activity 3: Organizing and carrying out  the trainings;
• Activity 4: Analysis of the achieved results and recommendations for follow-up actions.

The topics included in the programs for conducting trainings on each individual Lot are:

On Lot 1: „Conducting trainings for representatives of Bulgarian enterprises for work with the Conciliation Commission”:

1. Safety of goods under Consumer Protection Act (CPA);
2. Right for information related to consumer protection;
3. Warranty and claims;
4. Unfair commercial practices;
5. Online trading. Trading outside the commercial site;
6. Obligations of traders when trading with alcoholic beverages.
7. Obligations of traders when offering and selling tobacco products.
8. Requirements for traders for practicing  tour operator and touring activities;
9. Requirements for traders for practicing hotel and restaurant activities;
10. Requirements for traders for implementation of different trade methods – discounts, sales, promotions, etc.

On Lot 2: „Conducting trainings for representatives of general and sectoral Conciliation Commissions for improvement of their work on common and preventive basis – for early assistance in arising disputes between consumers and economic operators”:

1. Formation of conciliation proceedings.
2. Proceedings before the Conciliation Commission.
3. General Conciliation Commissions.
4. Special Conciliation Commissions.
5. Preparing a conciliation proposal.
6. Alternative dispute resolution bodies.
7. Conciliation Commissions for cross-border disputes.
8. Rights and obligations of members of the General and Special Conciliation Commissions.
9. Subject of the conciliation proceedings.
10. Grounds for termination of conciliation proceedings.

Results from the implementation of the project:

On Lot 1: „Conducting training for representatives of Bulgarian enterprises for work with the Conciliation Commission”:

• Developed 3 training programs for conducting trainings for increasing the capacity of the business representatives for work with the Conciliation Commissions;
• Prepared schedule for conducting trainings;
• Organized and conducted a total of 21 one-day trainings in the 6 planning regions;
• Built capacity of 840 business representatives for work with the Conciliation Commissions of CCP, for alternative dispute resolution as well as legislation and issues related to consumer protection. Vision for the necessary subsequent actions after implementation of the project.

On Lot 2: „Conducting trainings for representatives of general and sectoral Conciliation Commissions for improvement of their work on common and preventive basis – for early assistance in arising disputes between consumers and economic operators”:

• Developed 3 training programs for conducting trainings for increasing the capacity of  representatives of general and sectoral Conciliation Commissions and their supportive experts;
• Prepared schedule for conducting the trainings;
• Organized and conducted a total of 21 two-days trainings in the 6 planning regions;
• Built capacity of a total of 210 representatives of Conciliation Commissions of CCP and their supportive experts, for improvement of their work on common and preventive basis – for early assistance in arising disputes as well as regarding the National and European legislation and issues related to consumer protection. Vision for the necessary follow-up actions after implementation of the project.