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Unified Contact center for inspection oversight

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Donor: European Bank for Reconstruction and Development (EBRD)
Partners: Ministry of Public Administration, Office for IT and eGovernment
Implementation period: March 2020 – March 2022
Website: www.inspektor.gov.rs

The project of introducing a single contact centre for inspection control was initiated by NALED in cooperation with the Ministry of State Administration and Local Self-Government and the Office for IT and E-Government, with the support of the EBRD, so that businesses and citizens can report irregularities in one place that apply to all inspections without having to know the responsibilities of the individual inspection bodies.

The contact centre will allow easier reporting business operating in the grey area, unfair competition, violations of consumer rights, doubts regarding the quality or safety of goods and services, and other issues within the jurisdiction of all 44 republican inspections, while municipal or city authorities will remain competent for reports regarding local public utility issues.

Due to the crisis caused by the emergence of COVID-19, the launch of the Contact Center has been accelerated, with the extension of its scope to allow simple reporting of abuses or unfair practices by traders in case of unlawful raising of prices during an emergency.

Project goals:

Establishment of a single contact centre for submitting reports and complaints within the competence of the national inspectorates, while assuring that the work is public and that inspections are available to businessmen and citizens

Providing feedback to the applicant regarding the response, notification, competence and the inspection’s actions

Greater user satisfaction and confidence in the inspection system, public administration and the rule of law

Better risk assessment and control plans for registered and unregistered entities also monitored through the system

Better analysis of areas subject to the grey economy

Insight on the need for possible changes to the regulations