TASHI DEKI | Thimphu
The Competition and Consumer Affairs Authority (CCAA) resolved 39 consumer complaints in September, while 16 newly received complaints remained under investigation, according to the Authority’s September 2026 monthly report.
The Authority received 30 new consumer complaints during the month. Of these, 14 complaints were resolved, while 16 remained under investigation. In addition, 25 consumer complaints carried forward from the previous month were resolved during September. This brought the total number of consumer complaints resolved during the month to 39.
Through the resolutions, Nu. 31,939.51 was refunded directly to six aggrieved consumers. Another Nu. 40,000 remained to be refunded to two aggrieved consumers.
The report shows that complaints related to business practices, refunds and delivery of goods and services made up the largest share of consumer grievances handled during September. Other unethical trade practices were the most frequently recorded nature of complaint, with 18 cases, accounting for 32.7 percent of the complaints.
Denial of refund was the second most common complaint, with nine cases or 16.4 percent, followed by non-delivery of goods and services, with eight cases or 14.5 percent. Together, these three categories accounted for 35 cases, representing 63.6 percent of all complaints handled during the month.
Complaints concerning contaminated or defective products accounted for six cases, while five cases involved misrepresentation of goods and services. Non-display of selling price and substandard goods or services accounted for two cases each.
The remaining complaints covered breach of terms and conditions, failure to honour warranties or guarantees, inaccurate weights and measures, and misrepresentation of price, with one case recorded under each category.
CCAA used several methods to resolve the 39 complaints during September. Advisory services and other remedies each accounted for 10 cases. Refund facilitation was used in seven cases, while five cases were resolved through mediation.
Four cases were referred to the relevant agency. Two cases involved rectification of business practices, while one case resulted in a fine and penalty.
Alongside complaint handling, the Authority carried out market surveillance activities to monitor business practices and protect consumers. From August 25 to September 15, 2026, CCAA conducted a 22-day market surveillance exercise across three dzongkhags. The exercise included checks of fuel pumps, weighing scales, receipts and prices to ensure that consumers received what they paid for.
During September, 332 business establishments were inspected. Of these, 152 were in Punakha and 173 were in Wangdue Phodrang. The inspections also included seven fuel retail outlets. The report states that 268 businesses were issued with rectification.
Market inspection was also ongoing in Thimphu Dzongkhag at the time of the report.
The Authority continued monitoring market prices through its Monthly Price Watch and quarterly Market Price Information surveys. These mechanisms cover essential commodities across major markets and allow CCAA to monitor price movements, market trends, differences in prices between markets and potential market anomalies.
According to the report, the information generated through these surveys provides an evidence base for market assessment, regulatory interventions, and policy recommendations. The initiatives are also intended to strengthen price transparency and provide consumers with access to market information.
