TENZIN LHAKI | Thimphu
The Competition and Consumer Affairs Authority (CCAA) has outlining progress made in consumer protection, market surveillance, advocacy, research, and legal reforms over the past six months as per the biannual report.
The report marks the halfway point of the 2025–26 fiscal year and reflects on achievements, ongoing activities, and areas that require continued attention. According to the Authority, the reporting period represents 184 days of service dedicated to safeguarding consumer welfare and promoting fair market practices.
For the fiscal year 2025–26, the Department aims to achieve five key performance indicators through nine sub-activities, supported by an approved budget of Nu 19.102 million. The report presents updates on physical progress achieved as of December 2025.
During the reporting period, a total of 215 consumer complaints were registered. Of these, 129 cases have been resolved, while 86 cases remain under investigation. The report notes that 72 of the pending cases are related to complaints against M/s PandoraBiz.com/SRC alone.
October 2025 recorded the highest number of complaints. The most common issues raised by consumers involved denial of refunds for defective products and substandard services.
As part of redressal measures, monetary compensation was facilitated for affected consumers. An amount of Nu 1,491,604.40 was refunded to 42 consumers during the period. In addition, Nu 956,139.17 is due to be refunded to seven consumers by an education consultancy and placement firm by January 2026.
Under its surveillance and enforcement mandate, the CCAA targeted 3,000 business entities for inspection during the fiscal year. As of December 2025, 58.4 percent of these entities had been inspected.
Market monitoring activities focused on promoting regulatory compliance, including the issuance of receipts, display of prices, product labelling, accuracy of pre-packaged products, and adherence to other market regulations.
The Authority also reported progress in advocacy and awareness programmes aimed at consumers and businesses. Out of a target group of 5,500 participants—comprising 4,000 consumers and 1,500 businesses—43 percent had been covered by December 2025.
Advocacy programmes were conducted in Dagana, Tsirang, Thimphu, Mongar, Trashigang, Tashi Yangtse, and Samdrup Jongkhar. These programmes focused on educating participants about consumer rights and responsibilities, business obligations, unfair trade practices, risks associated with online shopping, common scams, and available grievance redressal mechanisms.
Under the Market Price Information (MPI) initiative, price data for two quarters were published during the reporting period. The quarterly MPI publication provides reference prices for 45 products to help consumers make informed purchasing decisions.
Of the five research studies planned, one study titled “Shelf-life determination practices among cottage and small-scale food manufacturers (CSIs) in Bhutan” has been published. Concept notes for two additional studies are currently under preparation. The research activities focus on supply chain challenges, consumer issues, and market-related topics.
The report highlights progress in strengthening the legal foundation for competition and consumer protection. The draft National Competition Bill, after incorporating inputs from the Office of the Attorney General, is currently under translation into Dzongkha. The Bill is expected to be submitted to the Lhengye Zhungtshog by March 2026.
Meanwhile, the amendment of the Consumer Protection Act (CPA), 2012 is underway. The initial draft has been completed, and stakeholder consultations have already been held in Mongar, Trashigang, and Samdrup Jongkhar. Further consultations in Samtse, Phuentsholing, and Thimphu are planned.
The 6th CCAA Governing Board Meeting was held on December 15, 2025. During the meeting, progress and achievements of various divisions were presented, and major consumer issues were deliberated. Governing Board meetings are held on a quarterly basis.
The report also includes a note of appreciation for staff achievements. TshewangChoden was congratulated on her out-of-turn meritorious promotion, recognizing her dedication, professionalism, and contributions to the organization. Congratulations were also extended to UgyenLhaden on her selection as an Inspector, with best wishes conveyed for her new role.
The CCAA reiterates that while progress has been made, the work of protecting consumer rights and ensuring fair market practices is ongoing. The Authority states that the reporting period serves both as a reflection of achievements and as a reminder of the distance yet to be covered in fulfilling its mandate to consumers.
