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Consumer portal

 Start date March 2011  End date   March 2012

Ministry of Industry, Trade, Investment and the Digital Economy


 Like many countries, Morocco wishes to implement a system for informing and guiding consumers. Also, in the wake of adopting the consumer protection law, the Ministry of Industry, Trade, Investment and the Digital Economy launched the project to set up the consumer portal.


  • Implement an information portal, with its own content and content aggregated from partner sites
  • Implement an online service for submitting complaints


Expected benefits

  • Offer a single point of entry for consumer protection matters
  • Explain legal documents
  • Pilot the handling of complaints



January 2012

  • Signing of agreements with several stakeholders
  • Deployment of the first version of the portal (legal information, news, submission of complaints)
  • Development of the portal
  • Contracts with external hosting service provider

January 2013

  • Upgrading of portal (adding multimedia content, publication of studies, etc.)
  • Extending the number of stakeholders 
  • Integration of consumer protection associations 

Success indicators

Type Indicator Target year
2010 2011 2012 2013
Development Implementation of consumer portal








User satisfaction

Implementation of consumer portal




Satisfaction regarding delay in settling complaints

    50% 70%
Administrative effectiveness

Average delay in handling online requests

    48H 24H
Average delay in updating content     48H 24H