Measurable results in consumers’ everyday lives
Our strategy for 2026–2027 has a clear aim: to strengthen consumer protection in practice and support a transparent market governed by fair rules.
We want citizens to make informed choices, recognise misleading practices and exercise their rights effectively. We also want businesses that comply with the rules to operate in a market where lawful conduct is protected and infringements are addressed consistently.
Our strategic priorities
Greater compliance and consistent enforcement
We aim to provide businesses with clear guidance, carry out systematic inspections and monitor compliance after our interventions. We place particular emphasis on repeat infringements so that enforcement leads to lasting changes in market behaviour.
Transparent prices and greater consumer choice
Our priority is to give consumers access to clear and reliable information. By further developing PosoKanei and providing practical information on prices, offers and purchasing terms, we aim to make it easier to compare options and make informed choices.
Prevention of serious consumer detriment
We aim to identify practices that could harm consumers at an early stage. Combining complaints, market data and inspection findings helps us direct interventions to the areas of greatest risk and impact, both in shops and online.
Faster responses, dispute resolution and effective redress
We aim to make complaints easier to submit and handle them more effectively by using myKataggelies and improving coordination between services. We are strengthening out-of-court consumer dispute resolution to help consumers find solutions more quickly and, wherever possible, obtain redress.
Long-term consumer education
Know your rights. Choose wisely. Stand up for yourself.
Consumer protection begins before a transaction takes place. That is why we are investing in a stronger culture of consumer awareness, with practical knowledge people can use when they need it.
Our plans include the gradual development of the Consumer Academy, initiatives for schools and different age groups, and partnerships that bring information closer to the public. Our aim is to help more consumers understand their rights, compare options before buying and recognise misleading practices in good time.
We will also monitor the quality of our services and assess whether our interventions reduce consumer harm and prevent repeat infringements. We will pay particular attention to consumers who face greater barriers to accessing information and exercising their rights, by providing clear information and accessible services.
How we implement our strategy
We put our strategic priorities into practice through annual operational planning, with specific actions, measurable targets, deadlines and clearly assigned responsibilities. Our planning reflects the Authority’s actual capacity and the gradual expansion of its workforce.
Implementation also relies on developing staff skills and effective coordination between the Authority’s services.
We are also investing in the secure use of data, modern digital tools and institutional cooperation. Market data, complaints and inspection findings help us target our interventions. Aggregated and anonymised findings from mediation contribute to prevention and public information, whilst respecting the confidentiality of the process.
Artificial intelligence is intended to support, not replace, human judgement, with safeguards for personal data, human oversight and clear accountability for decisions.
How we measure progress
We will assess progress by looking at response times, the resolution of disputes and the redress achieved. We will also evaluate the effectiveness of targeted inspections, business compliance and reductions in repeat infringements.
We will also assess the quality of our services and how effectively our interventions reduce consumer harm.
In consumer education, our aim is to turn knowledge into action: a better understanding of rights, more informed choices and a genuine ability to assert those rights.
The difference we want to make is clear: more empowered consumers and a more trustworthy market — a change people can see in their everyday transactions.