National Strategic Framework and Action Plan for Consumer Protection (2019-2023).

This framework and action plan was developed by the Office of Consumer Protection (OCP), Ministry of Economic Affairs, Bhutan, to create a stronger and more coordinated consumer protection system. The framework addresses existing gaps in consumer protection services, including fragmented responsibilities among agencies, limited coordination, weak grievance mechanisms, and the need for better consumer awareness and institutional capacity. It aims to protect consumer rights, ensure access to safe and quality goods and services, and promote fair business practices. The framework is built around four major goals: enhancing an effective consumer protection system, empowering consumers through information and awareness, establishing stronger coordination among stakeholders, and encouraging ethical and fair conduct by businesses. The framework recognizes that as Bhutan’s economy grows and consumption increases, consumers may become more vulnerable to misleading information, unfair practices, and exploitation, making a stronger protection system essential.
The strategic action plan focuses on improving coordination between OCP and relevant agencies through formal mechanisms such as MoUs, shared processes, and joint monitoring initiatives. Key actions include developing consumer grievance redressal systems, improving consumer education and awareness, strengthening product safety and quality monitoring, harmonising standards and regulations, enhancing information sharing between agencies, and introducing sector-specific reforms. Examples include improving food safety monitoring with BAFRA, strengthening financial literacy and complaint resolution with RMA, monitoring medical regulation, and creating faster consumer remedies within tourism and other sectors.