Green Line – Second Workshop Training for Strengthening the Capacities of Civil Society Organizations for Consumer Protection, 17 October 2025

On October 17, 2025, at the premises of Europe House, the second workshop training on consumer protection was held, organised by the European Movement in Albania (EMA), within the framework of the project “Green Line for Consumer Protection – Food Safety and Strengthening Consumer Rights Protection in Albania through Empowerement of Local CSOs,” funded by the European Union (IPA III/2024) and implemented by the ALERT Center in cooperation with EMA. This training followed the first one held on May 14, 2025, during which participants were introduced to concrete consumer complaint cases, their procedural handling, and solutions. In the same line, this event is part of a series of trainings carried out by the ALERT Center in various cities across the country, while two new sessions are planned to take place in Gjirokastër and Vlorë, continuing efforts to strengthen the capacities of local organizations in protecting consumer rights.

The training was opened by moderator Gledis Gjipali, Executive Director of the European Movement in Albania (EMA), who emphasized that there are numerous platforms where non-governmental actors can participate actively. These platforms are also outlined in the Guideline for the Inclusion of Non-Governmental Actors in Decision-Making Processes for Consumer Protection, prepared by EMA within the framework of this project and published on its official website.

Next, Granit Sokolaj, Executive Director of the ALERT Center, presented the specific objectives of the “Green Line” project. He emphasized that the toll-free number 0800 26 26 is available for citizens to file complaints, which are handled by the Center’s staff and then referred to the relevant institutions for resolution. According to the First Six-Month Report (January–June 2025), the Green Line has handled a total of 55 cases, of which 35% have been fully resolved, 45% improved following the Center’s intervention, while a small portion remain under review and some unresolved, mainly due to lack of information or refusal from the respective entities.

Ermelinda Muçaj, Project Officer at the European Movement in Albania (EMA), underlined that Chapter 28 – Consumer and Health Protection aims to ensure a high level of consumer protection by aligning Albanian legislation with the EU acquis, which regulates, among other things, product safety, fair trading practices, and public health protection. She drew attention to the importance of preventing regression, especially in key chapters of the negotiation process, as introduced by the New Enlargement Methodology of the EU, which, beyond technical and legal progress, also includes the reversibility clause, allowing suspension or freezing of negotiations in cases of stagnation or breaches of EU values.

Nirvana Deliu, Project Director at the European Movement in Albania (EMA), continued with her presentation, discussing the EU integration process and the significance of this chapter as one of the key components of Cluster 2 – Internal Market. She analyzed the three closing benchmarks for Chapter 28, relating to Albania’s advanced alignment with the EU acquis on product safety, consumer protection, and public health, as well as the establishment of administrative structures with sufficient capacity and integrity for effective implementation. A significant part of her presentation focused on the new EU directives that modernise and strengthen consumer protection. In the second part, she addressed the inclusion of non-state actors in decision-making processes through public consultation mechanisms, platforms, and inter-institutional cooperation structures. Data were presented on the performance of public consultations for 2024 and the first half of 2025, showing a noticeable increase in the acceptance rate of comments (from 54.63% to 71.11%) and improvement of the institutional performance quality index (from 7.03 to 7.3 points). She also highlighted the growing use of the Electronic Register of Notification and Public Consultation (RENJKP) as a key tool for transparency and citizen participation. In conclusion, three main platforms for civil society engagement in the EU integration process, especially in the area of consumer protection, were presented, along with guidance on how to participate actively: the National Council for European Integration (KKIE), where CSOs participate with voting rights and are represented through public calls; the Partnership Platform for European Integration (PPIE), composed of 33 discussion and advisory tables for each acquis chapter, allowing CSOs, businesses, academia, and local authorities to contribute with recommendations and expertise; and the National Convention for European Integration (NCEI), implemented by EMA as the first CSO-led platform institutionalising public debate on the EU integration process and ensuring broad civil society involvement in working groups across various chapters, with current focus on Cluster 1 – Fundamentals and Chapter 28.

The training continued with Klotilda Neziri, Head of the Consumer Education and Protection Sector at the Ministry of Economy, Culture, and Innovation (MEKI), who also led a practical session at the end of the training, focusing on several specific cases, including examples brought by participants during the discussions. Her presentation examined the legal, institutional, and practical framework of consumer protection in Albania, as well as efforts to align it with EU standards. She outlined the historical evolution of national consumer protection policies and strategies, highlighting key milestones. The adoption of Law No. 9902, dated 17.04.2008 “On Consumer Protection,” was emphasized, along with its subsequent amendments in 2011, 2014, 2018, and 2020, reflecting ongoing harmonization efforts with EU directives covering general product safety, unfair contractual terms, unfair commercial practices, online purchases, and alternative dispute resolution (ADR). Most recently, in July 2025, the new Draft Law “On Consumer Protection” was introduced and subjected to a full public consultation process with relevant institutions and stakeholders. An essential part of her presentation focused on the institutional framework of consumer protection in Albania, highlighting the roles of key implementing bodies such as the Ministry of Economy, the Consumer Protection Commission (CPC), the State Inspectorate for Market Surveillance (SIMS), regulatory authorities, and local government units. Their respective competencies were explained: the CPC as a decision-making body empowered to order the cessation of violations, impose mandatory measures or administrative fines; SIMS for market inspection and supervision; and local authorities for collecting and forwarding consumer complaints to central institutions.

The practical cases discussed during the training illustrated the concrete application of the consumer protection law and inter-institutional cooperation in addressing complaints. One case concerned the cancellation of the “Dire Straits Legacy” concert, where delays in refunding tickets led consumers to approach the Consumer Protection Agency at Tirana Municipality and later the CPC, which secured compensation for three of them. Another case involved distance purchases and the failure to deliver promotional gifts or apply discounts, which was resolved after institutional intervention, being classified as an isolated deviation by the company. A further case involved a consumer facing abusive terms in a credit contract under psychological pressure from the trader, which was handled by the Alternative Dispute Resolution Directorate through an out-of-court procedure. Meanwhile, the State Inspectorate for Market Surveillance managed online purchase complaints where products did not match their descriptions, resolving cases through refunds or amicable agreements. These cases reflect the growing public awareness of consumer rights and the importance of cooperation among responsible institutions, businesses, and consumers in implementing consumer protection standards in practice.

At the conclusion of the training, participants from civil society organizations, independent experts, and other stakeholders actively engaged by sharing real cases of consumer rights violations and discussing how such cases can be reported and addressed by relevant institutions. They also commented on current challenges in the field of consumer protection, mainly related to strengthening the enforcement capacities of responsible institutions; increasing public awareness and consumer education about their rights; enhancing transparency and market trust; and further aligning with EU standards and practices, particularly concerning product safety.

* This workshop training took place within the project “Green line for consumer protection – Food safety and strengthening the protection of consumer rights in Albania through the empowerment of local CSOs”, financed by the European Union (IPA III/2024), which is being implemented by the Alert Center in cooperation with the European Movement in Albania (EMA).