In total, 2,152 complaints were submitted in 2023 compared to 1,485 in 2022 to the Cyprus Consumer Association, indicating an increase of 44.9%, as stated in a press release by the Association.
It is reported that the four categories of complaints that showed the highest increase compared to 2022 are “returns policy” with 166%, “Fraud via electronic messages” with 161%, complaints related to “Accuracy and cost of living” with 148%, and “online scams” with 111%.
The main complaint categories are as follows:
For online scams (phantom companies), 93 complaints were submitted in 2023 compared to 44 in 2022 (an increase of 111.4%).
For non-disclosure of prices and price difference on the shelf and at the checkout, 270 complaints were submitted in 2023 compared to 165 in 2022 (an increase of 63.6%).
For accuracy and cost of living, 221 complaints were submitted in 2023 compared to 89 in 2022 (an increase of 148.3%).
For fraud via electronic messages using the names of various businesses, 47 complaints were submitted in 2023 compared to 18 in 2022 (an increase of 161.1%).
For product warranties, 473 complaints were submitted in 2023 compared to 339 in 2022 (an increase of 39.5%). For unfair commercial practices, 110 complaints were submitted in 2023 compared to 98 in 2022 (an increase of 12.2%).
Additionally, 42 complaints were submitted in 2023 for abusive terms in consumer contracts compared to 39 in 2022 (an increase of 7.7%).
For returns policy, 343 complaints were submitted in 2023 compared to 129 in 2022 (an increase of 165.9%), and for flight cancellations/delays/boarding denial/mishandling of luggage, 200 complaints were submitted in 2023 compared to 144 in 2022 (an increase of 38.9%).
Also, 51 complaints were submitted in 2023 for food safety compared to 56 in 2022 (a decrease of 8.9%), and 57 complaints were submitted in 2023 for issues related to energy (Renewable Energy Plans, DEFA, RES) compared to 38 in 2022 (an increase of 50%), while 245 complaints were submitted in 2023 for other complaints compared to 326 in 2022 (a decrease of 24.8%).
The total number of written complaints in 2023 amounted to 763 compared to 709 in 2022, showing an increase of 7.6%.
The total number of telephone complaints in 2023 amounted to 1,389 compared to 776 in 2022, indicating an increase of 79%.
In more detail, according to the Cyprus Consumer Association, consumer complaints that are not specifically mentioned in the table pertain to the bureaucracy of public services and/or their non-service, charges for electricity after the subsidy termination, and claims of increased readings on DEFA meters.
Regarding accuracy and cost of living, complaints involved increases in prices of basic consumer goods, fuel price hikes mainly after the abolition of fuel subsidies, increased cost of electricity, and consumer difficulties in purchasing basic consumer goods.
As for the returns policy of businesses, complaints mainly focused on product returns in general and specifically, product returns during discount periods.
The Cyprus Consumer Association takes consumers’ concerns seriously, noting the continuous increase in the number of complaints. Within its capabilities, it will intensify efforts to fully inform consumers about their rights, as well as conduct more intensive market checks and monitoring.
For the year 2023, the Association issued a number of announcements covering most of the above issues, and these announcements are posted on the official website of the Association, as well as on social media.
It is noteworthy that the Cyprus Consumer Association has achieved significant success in establishing separate mediation and resolution agreements with 62 retail businesses.
“These agreements decisively contribute and have contributed to resolving consumer complaints,” concludes the Cyprus Consumer Association.