The Consumer Arbitration Boards, operating under the Ministry of Trade, worked intensively on disputes worth 8.5 billion TL between consumers and sellers or providers in the first half of 2026. During this period, 455,500 out of 481,613 applications were resolved.
The boards, which ensure fast, easy, and effective resolution of consumer disputes without going to court, have processed approximately 19.5 million applications to date, contributing to reducing the judiciary's workload.
Majority of Applications Filed via e-Government
Consumers continued to submit their applications electronically through the Consumer Information System (TÜBİS) on the e-Government platform. In the first six months of 2026, 76.7% of applications were made via e-Government.
Most Applications from Istanbul
In the January-June period, Istanbul ranked first among provinces with the most applications to the Consumer Arbitration Boards. Istanbul was followed by Ankara, İzmir, Bursa, and Antalya.
Application Numbers by Province as Follows:
- Istanbul: 126,319
- Ankara: 50,353
- İzmir: 32,507
- Bursa: 17,399
- Antalya: 15,893
The lowest number of applications was in Ardahan, with 305.
Among provincial consumer arbitration boards, the most applications were made to the Istanbul Provincial Consumer Arbitration Board with 12,700, and among district boards, to the Ankara Çankaya District Consumer Arbitration Board with 8,094 applications.
Defective Goods and Services Dominate Complaints
A significant portion of the applications to the Consumer Arbitration Boards consisted of claims regarding defective goods and defective services.
Approximately 35% of applications were about defective goods, and 29% about defective services. By product category, the highest number of complaints concerned shoes, clothing, and textile products. This product group accounted for about 18% of total applications.
Durable consumer goods and home electronics were at 15.13%, communication subscriptions at 6.26%, credit cards at 5.37%, and health services at 3.92% among other notable complaint categories. The rate of distance contract applications related to e-commerce purchases was 5.38%.
Retail Trade Sector Ranks First
Looking at sectoral distribution, the most applications were directed at the retail trade sector. In this area, 249,240 applications accounted for 51.75% of total applications. The retail trade sector was followed by financial services with 49,501 applications and 10.27%, and subscription services with 43,311 applications and 9%.
The Ministry of Trade continues its efforts to protect consumers' economic interests and inform them about legal remedies.
