Uzbekistan’s consumer protection authorities are preparing a broader regulatory response to recurring problems in electronic commerce after reviewing thousands of complaints related to retail, online trade and public catering.
Online commerce accounts for a significant share of complaints
During the period under review, the Committee received 6,414 appeals concerning retail trade, electronic commerce and public catering. Electronic commerce represented 19.2% of all complaints. According to the Committee, 704 cases, or 57.2% of the complaints in this area, were resolved in favour of consumers, with citizens’ rights fully restored. In a further 453 cases, representing 36.8%, applicants received relevant legal explanations. Another 33 appeals, or 2.7%, were transferred to other authorised state bodies in line with their areas of responsibility.
The largest number of complaints concerned major e-commerce platforms and instalment-payment services. Uzum Market accounted for 446 appeals, or 36.2% of all electronic-commerce complaints. Uzum Nasiya was named in 184 cases, or 14.9%; Alif Shop in 92 cases, or 7.5%; the Ishonch retail chain in 69 cases, or 5.6%; and Yandex services in 63 cases, or 5.1%.
Regulators target platform transparency and instalment sales
The review identified several systemic issues requiring further attention. The Committee highlighted the need to improve the identification of participants in electronic commerce and make information provided to consumers more transparent.
Proposed priorities include clearer rules for electronic contracts and instalment arrangements, stronger procedures for product delivery and refunds, and greater accountability for online platforms. The authorities also pointed to the introduction of digital mechanisms for out-of-court dispute resolution, improvements to electronic document management, and higher legal awareness among both consumers and businesses.
The Committee stressed that its work extends beyond handling individual complaints. By analysing incoming appeals, the agency is developing proposals aimed at removing structural weaknesses and further improving consumer-protection mechanisms in electronic commerce.
For international companies in furniture, construction, interiors, home appliances, design and architecture, the developments signal a gradually more structured e-commerce environment in Uzbekistan. Clearer requirements for platform identification, digital contracts, instalment sales, delivery and refunds could improve predictability for companies selling through local marketplaces, while also raising compliance expectations for foreign brands and their local partners.
