SECTION A: COMPLAINTS RECEIVED AND REDRESSAL
A total of nine consumer complaints were registered during April, 2024; of which five have been
successfully resolved while four are under investigation/ mediation. Two complaints pertained
to breach of sales terms and conditions, two to delivery of sub-standard/ poor quality goods or
services, five to other unethical business practices and the last one to suspected operation of
a pyramid scheme/ ponzi in the market.
SECTION B: MARKET SURVEILLANCE
Tsirang and Dagana were the focus of Dzongkhags for market surveillance during the month of
April. The team covered a total 261 business firms; which included Petroleum Retail Outlets
(PRO), groceries, meat shops, garment and tailoring shops, hardware stores, as well as
restaurants and hotels. Support was rendered by the Bhutan Standards Bureau (BSB) and
Bhutan Food & Drug Authority (BFDA) in relevant sectors.
(For details visit:

Furthermore, cement distributors in Phuentsholing and Thimphu were monitored to ensure
rectification measures to improve business practices prescribed during past monitoring were
being adhered to.
SECTION C: ACTIONS TAKEN
From the complaints that were resolved, the CCAA facilitated refund of Nu. 30,000 to aggrieved
consumers and also collected fines amounting to Nu. 1,027,200/- for unethical business
practices. For other cases that are yet to be resolved, investigation and mediation/ dispute
settlement works are in progress.

Help us help you. For any consumer complaint, please contact the CCAA:
● Call 1214 (Toll-free Number)
● Email to consumerservice@moice.gov.bt
● Visit www.ccaa.gov.bt
● Visit CCAA HQ, Thimphu during office hours