Guideline on the Inclusion of Non-State Actors in the Decision-Making Processes for Consumer Protection, October 2025

This guideline has been prepared with the aim of helping non-state actors (civil society organizations, academia, businesses, trade unions, and interest groups) to better understand the structure of the consumer protection system and the concrete ways in which they can become involved in public decision-making processes. This document is intended to serve as a practical tool and a comprehensive reference to facilitate the active participation of actors outside the public administration in the drafting, implementation, and monitoring of consumer protection policies.

The structure of the guideline is organised into seven interconnected sections that follow a progressive logic, beginning with an examination of the concept of the consumer and the development of this notion within the legal, economic, sociological, and ethical framework, as well as the modern concepts of the “digital consumer” and the “vulnerable consumer.” It then proceeds to present the European legal framework on consumer protection, analysing the most recent EU directives and regulations and the innovations they introduce. The subsequent sections provide an overview of Albanian legislation in this field, highlighting the process of harmonization with EU standards and identifying gaps that require updating, as well as the public policies that guide the development of the consumer protection system, including intersectoral and national strategies such as the Consumer Protection and Market Surveillance Strategy 2024–2030.

Furthermore, the Albanian institutional framework is explained by clearly distinguishing the competences between central and local institutions, as well as between structures responsible for food and non-food products. The guideline also describes consumer complaint resolution procedures, outlining the steps to be followed from the submission of a complaint to decision-making by the responsible institutions, and the role of civil society organizations in mediation. The final section is dedicated to the involvement of non-state actors in decision-making processes, clarifying public consultation mechanisms, participation platforms, the role of interest groups, and the ways in which they can contribute to the formulation of consumer protection policies and legislation.

Overall, the guideline combines theoretical, legal, and practical aspects to provide a comprehensive understanding of how the consumer protection system in Albania functions and to encourage cooperation between public institutions and civil society. It aims to promote a new culture of participation, in which the consumer is seen as an active citizen and a partner in governance, rather than merely a passive recipient of services.

**This material was produced 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”, with the financial support of the European Union. Its content is the sole responsibility of the European Movement in Albania and the authors, and does not necessarily reflect the views and positions of the European Union.

The project “Green Line for Consumer Protection – Food Safety and Strengthening the Protection of Consumer Rights in Albania through the Empowerment of Local CSOs,” funded by the European Union (IPA III/2024), and implemented by the Alert Center in cooperation with the European Movement in Albania (EMA).

Guideline on the Inclusion of Non-State Actors in the Decision-Making Processes for Consumer Protection (in Albanian), October 2025