Natia Turnava, Governor of the National Bank of Georgia, participated in the IV International Consumer Protection Week.

The event was jointly organized by the Competition and Consumer Agency, the National Bank of Georgia, the Georgian National Energy and Water Supply Regulatory Commission, the Communications Commission of Georgia, the Insurance State Supervision Service of Georgia, and the National Food Agency.

The conference aims to systematically analyze activities related to consumer rights protection and raise public awareness regarding existing mechanisms for safeguarding these rights. The event serves to evaluate current standards and implemented reforms, as well as to outline future strategic steps that ensure the stability of the financial sector and the protection of consumer rights.

In her address, Natia Turnava discussed the role of the National Bank of Georgia in consumer rights protection and the regulatory changes implemented in recent years. She stated that protecting consumer rights remains a key priority for the National Bank of Georgia, as financially resilient and protected consumers are essential for a sound and stable financial sector.

“A financially resilient and well-protected consumer is a key foundation of a sound and stable financial sector. Therefore, consumer protection remains a major priority for the National Bank of Georgia. We will continue our efforts to ensure that the financial sector becomes increasingly consumer-oriented,” noted Natia Turnava.

The Governor of the NBG highlighted key initiatives implemented in 2025. According to her, specific requirements of the consumer rights protection regulatory framework have been extended to payment service providers. Consequently, they are now obligated to receive, process, and respond to consumer claims within established timeframes. Furthermore, monthly reports on these claims are submitted to the National Bank of Georgia, where the Consumer Protection Department analyzes them at both systemic and individual levels.

Natia Turnava also spoke about the Dispute Resolution Commission operating within the National Bank of Georgia, which reviews consumer disputes related to payment services. She reported that during the Commission's two years of operation, 162 consumers appealed to it, resulting in 113 complaints being accepted for proceedings. A significant majority of closed cases, approximately 80%, were resolved in favor of the consumers. The total amount already reimbursed to consumers by providers has exceeded GEL 400,000.

“The Commission provides consumers with a fast, efficient, and free dispute resolution service. Any consumer can easily exercise their rights if they believe that an unauthorized operation, an incorrectly executed transaction, or another type of violation has occurred. Our goal is to ensure that consumers have a fair and accessible mechanism to safeguard their rights,” stated Natia Turnava.

The Governor of the National Bank of Georgia underscored the importance of financial education. She emphasized that effective consumer protection is not limited solely to regulations but heavily depends on public awareness.

In this regard, the National Bank of Georgia actively implements financial education programs. The educational platform "Finedu" plays a vital role in this process by providing citizens with simple, objective, and non-commercial information on financial matters.

Lasha Gzirishvili, Head of the Consumer Protection Department at the National Bank of Georgia, and Natia Chkhonia, Head of the Market Conduct Supervision Division within the same department, participated in the panel discussions held as part of the international conference.

From March 9–16, the IV International Consumer Protection Week will be held across Tbilisi, Gardabani, Gori, Batumi, and Tskaltubo. This large-scale event is tied to World Consumer Rights Day, which is observed annually on March 15.