20 Years ECC Denmark
As the ECC Network (ECC-Net) marks its 20th anniversary, each ECC shares unforgettable moments, taking us on a journey through the local initiatives they have undertaken over the years. Here, ECC Denmark presents its highlights over the past 20 years.
Accessible support for all consumers
Providing personal and accessible support to all consumers — including vulnerable groups — is a key priority for ECC Denmark. Since 2022, we have adopted a proactive approach: every consumer who opens a case with us receives a phone call from a legal expert. The aim is to offer personal guidance and explain our legal assessment in plain language.
This initiative has greatly improved both our service quality and efficiency, and we receive positive feedback from consumers.
A strong and evolving Danish ADR Scheme
Over the past 10 years, ECC Denmark has played a key role in strengthening the Danish ADR scheme through active involvement with key stakeholders, ADR entities, and the competent authorities. One of many yearly initiatives is hosting the annual ADR conference, which brings together key players from across the Danish consumer complaints landscape. The aim is clear: to further develop an ADR system that better serves consumers both nationally and across the EU.
This ongoing collaboration has led to the establishment of an ADR entity steering committee with representatives from ADR entities, the competent ADR authority, and ECC Denmark. This dedicated group of people is continuously working to enhance the system. As a direct result, joint training sessions have been introduced across ADRs with a strong emphasis on efficiency, visibility, and communication.
To support this work, ECC Denmark publishes an annual report compiling data from all 26 Danish ADRs. Now in its third edition, the report helps identify trends and areas of improvement. It serves not only as a snapshot of the current situation but also as a strategic tool for ongoing development.
Reaching out visually
In 2019, ECC Denmark made a strategic decision to invest in video as a core communication tool. Recognising the power of visual storytelling, we have, for instance, worked to produce accessible and engaging video content that delivers relevant information to consumers.
We have participated in specialised training to strengthen our technical and narrative skills, which has directly improved the quality and reach of our output. Our videos are regularly featured on our social media channels, where we see continuous growth, and they are also used on the Network’s shared website.
Fighting online fraud with data and outreach
In 2024, ECC Denmark conducted a major survey in collaboration with the Danish Competition and Consumer Authority. The study involved more than 1,300 participants and generated new insights into the emotional and financial consequences of fraud.
The results formed the basis for a communication campaign that reached over 100,000 Danes and generated more than 50 media mentions. The campaign helped to raise awareness, reduce self-blame among online fraud victims, and encourage a more transparent and open dialogue among consumers when harmed by online fraud — highlighting the importance of data-driven communication in addressing emerging consumer challenges.
Want to know more about ECC-Net or ECC Denmark?
Are you curious about all ECC-Net activities? Then check out our 20th anniversary page for activities and highlights from all ECCs.
Want to learn more about ECC Denmark's activities and services? Then check out their local website in Danish or English.