20 Years ECC France | European Consumer Centers Network

Strong cooperation and synergies between ECC France & Germany

On 2 November 2004, to strengthen cross-border cooperation, the French government decided to entrust the host of ECC Germany with ECC France as well. Our association became the only binational structure of the ECC Network (ECC-Net), located on the French-German border.

For more than 20 years now, ECC France has been the main point of contact for French consumers who have questions about their rights in Europe or a cross-border dispute. What makes it unique is that it is not based in France, but just across the border in Kehl, Germany.

Partnership with the CPC network

In 2010, ECC France signed a cooperation agreement with the French Single Liaison Office of the Consumer Protection Cooperation (CPC) network to optimise the transfer of information and the handling of cross-border complaints. For over 15 years, the French Single Liaison Office has been forwarding cases from individual French consumers to ECC France. The dedicated team of legal experts then assists them in seeking redress for a dispute with a European trader. Vice versa, ECC France signals to the Single Liaison Office any repeated infringements in which the collective interest of consumers is at stake.

As an extension of this cooperation, ECC France has been coordinating the ECC-CPC Monitor project since 2016, which is designed to strengthen the links between ECC-Net and the CPC network. By analysing network statistics and feedback from other ECCs, ECC France regularly informs national authorities and the European Commission about dubious or illegal commercial practices observed in Europe. A bi-monthly newsletter is sent to all supervisory authorities, the Commission and all ECCs. This project actively contributes to better enforcement of European legislation.

Inform, innovate, engage

As a pioneer in many areas, ECC France has played an active role in informing and protecting consumers both directly and indirectly through joint projects within the ECC Network.

2014: launch of a joint project on guarantees in Europe, with a comparative study of their application in all Member States. The study was updated in 2019.
2018: adoption of an online consumer complaint form. ECC France was one of the first ECCs to provide an online form through its national website. This made it easier for consumers to contact ECC France and allowed our legal experts to offer support faster and more effectively.
2019: leading up to the 2019 elections for the European Parliament, ECC France published a video to inform the general public on how Europe protects you.

Involvement in major European debates and events

In 2018, on the occasion of the 25th anniversary of its host structure, ECC France took part in the citizens' consultations on the future of Europe and welcomed European Commissioner Věra Jourová.
In 2021, a train travelling through Europe promoted sustainable mobility during the European Year of Rail. ECC France participated in the Connecting Europe Express event at Strasbourg station, an initiative of the European Commission, in partnership with Members of the European Parliament and the French rail company SNCF. Together with the SNCF, ECC France created a brochure detailing rail passenger rights. That same year, the team proactively informed citizens about the potential consequences of Brexit via a dedicated FAQ page on its website and a media campaign.
In 2022, during the Youth Policy Dialogue with then-European Commissioner Didier Reynders, ECC France engaged in a discussion on the 'right to repair'. Additionally, the ECC provided a guide on responsible e-commerce as part of the French Presidency of the Council of the EU.
In 2024, leading up to the European elections, ECC France launched an awareness campaign highlighting the concrete achievements of the European Union. As the Olympic and Paralympic Games also took place in Paris this year, ECC France partnered with the French consumer protection authority, DGCCRF, to inform tourists about the impact and raise awareness of typical consumer issues related to the event. The ECC also welcomed the visit of the French Minister for European Affairs, presenting him its work on both the European elections and the Olympic Games.

Defending travellers' rights in Europe

In 2024, the European Commission proposed an ambitious legislative package on passenger mobility, covering different modes of transport (air, rail, bus, boat) and multimodal travel. ECC France has taken the following actions to influence the debate and ensure effective protection of passenger rights:

Attendance at expert meetings of DG MOVE with national authorities to discuss key points regarding multimodal transport
Participation in Commission consultations on consumer protection and passenger rights
Contribution to several ECC-Net position papers, particularly on maritime and bus & coach passengers
Close cooperation with the BEUC (European Consumer Organisation) to speak with one voice, in particular on the need to establish a mechanism to compensate passengers in the event of airline bankruptcies
Creation of a free digital tool to guide rail passengers on their rights in Europe: Rail passenger rights. It was launched in 2023 and updated in 2024 to include service interruptions caused by climate-related factors
Creation of a free digital tool to inform air passengers of their rights, launched in 2025: Air travel: the rights of passengers in the European Union

Through these efforts, ECC France raised awareness of European travellers' concerns and propelled meaningful discourse on passenger rights, which hopefully will have a real impact on current legislative proposals.

Want to know more about ECC-Net or ECC France?

Are you curious about all ECC-Net activities? Then check out our 20th anniversary page for all activities and highlights.

DISCOVER ECC-NET'S ACTIVITIES

Want to learn more about ECC France's activities and services? Then check out their local website in French or English.

VISIT ECC FRANCE'S WEBSITE