20 Years ECC Germany
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 Germany presents its highlights over the past 20 years.
ECC Germany at Berlin's Green Week in 2024
Photo credits:
Espen Eichhöfer
Two decades of help and support for consumers at ECC Germany
For the past 20 years, ECC Germany has been a guiding hand for European consumers, providing information, mediation and advocacy. One of many compelling cases we handled over the decades was about a disrupted trip of a dance club to New York. It illustrates the requests we receive daily and stands out for the amount recovered.
€30,000 recovered for travel group: ECC Germany upholds consumer rights after denied boarding
A dance teacher from Luxembourg booked a special dance holiday in New York for her class. The five adults and 43 young dancers arrived at the German airport on time, but were stopped by airline staff. Each passenger’s details were checked again, delaying the group until they were ultimately denied boarding. Meanwhile, other passengers on the same flight were allowed to board.
The group was eventually rebooked on two other flights. The travellers arrived in America up to a day late and missed an important part of their dance course. The airline also failed to meet its legal obligations to provide assistance, such as meals or accommodation. When the dance teacher complained, the airline blamed bad weather and claimed that the plane had actually never taken off. It was easy to prove otherwise. ECC Germany contacted the German airline on behalf of the group and secured around €30,000 in additional costs and compensation for the delayed arrival.
Beyond direct intervention: powerful self-help tools for smart consumer decisions
As well as intervening on behalf of consumers, ECC Germany offers a range of self-help tools. For those facing common problems with traders across Europe, ECC Germany provides a range of practical resources, including various template letters, online guides and apps. These are designed to help consumers try to find their solution before contacting us for further assistance.
Our web-based 'Complain Successfully' and 'Drive Abroad' apps provide essential legal guidance on warranty rights and travel information for motorists. In addition, our 'click tool' helps consumers know their rights when travelling by train. A self-help tool provides further information on a wide range of consumer issues. We remain curious and continue to develop new ideas to meet consumer needs.
Multi-channel communication to reach German consumers
ECC Germany embraces a multi-channel communication approach to make consumer protection engaging and accessible. Our podcast, “'Help, my toaster is on fire'” (“'Hilfe, mein Toaster brennt!”'), ran from 2021 to 2023, with 54 entertaining and informative episodes on consumer rights, which are still available on different online platforms and continue to attract consumers. Meanwhile, our YouTube channel '“Scammed? Do this!”' ("'AWT - Abzocke, was tun?'"), launched in 2023, is dedicated to raising awareness about scams, dubious business practices and traps to watch out for.
With these initiatives, we continue to make consumer protection more accessible, practical, and fun! Prevention and information are at the heart of what we do. In 2024 alone, our website (evz.de) attracted over 2 million visits, and ECC Germany was cited in the press more than 14,000 times. In addition to its relations with national media, ECC Germany regularly produces media content such as press releases, social media posts or videos for the whole ECC Network.
When it comes to special events, we look back fondly on our Facebook Live sessions during the pandemic. In 2020, our legal experts used the account of the European Commission Representation in Germany to answer hundreds of questions from consumers in real time via live chats on social media - bringing expert advice directly to those who needed it most at a time when many services were on hold.
More recently, ECC Germany participated in Berlin's Green Week 2024 - one of Germany's oldest trade fairs and a global benchmark for the food and agriculture industry, attracting over 300,000 visitors.
ECC Germany at Berlin's Green Week 2024
Photo credits: Espen Eichhöfer
A trusted expert in European consumer policy
As a recognised expert in European consumer issues, we have had the honour to welcome many guests at our offices in Kehl! Since 2007, we have had the privilege of meeting every EU Commissioner responsible for consumer protection. Meglena Kuneva, John Dalli, Neven Mimica, Vera Jourova and Didier Reynders - they all have stopped by our office and only structure hosting two ECCs, where we work next door with our French colleagues. Perhaps that is no coincidence, as we are located just a few minutes away from the European Parliament in Strasbourg.
Didier Reynders &
Vincent Thiébaut
at the ECC office
in Germany (2022)
Sharing expertise
Over the years, ECC Germany has become a trusted expert on European consumer issues, also for national politicians. The following examples are just some of the important exchanges we have had with policy makers at national and European level, where we have done our best to serve the interests of European consumers. ECC Germany continues to shape policy and make consumers’ voices be heard at both national and EU level.
Contributions to public consultations
- EU Passenger Rights Regulations
- EU Geoblocking Regulation
- Ex-post evaluation of the Consumer Programme 2014-2020
- Mid-Term Evaluation of the Single Market Programme 2021-2027 Stakeholder Survey
- European Commission’s proposals for multimodal travelling
- EU Package Travel Regulation
- EU Disability Card
Providing insights and opinions upon request
Expertise provided for EU policy
- European Commission’s consultation on the Digital Fairness Fitness Check for digital markets
- Right to repair in the EU
- European survey concerning the proposal for regulation of online platforms intermediating short-term accommodation rental services
Opinions shared with the German Ministry for consumer protection
- Problems and discrimination faced by consumers on the internal market
- Consumer protection and fair competition on the single market
Want to know more about ECC-Net or ECC Germany?
Are you curious about all ECC-Net activities? Then check out our 20th anniversary page for all activities and highlights.
Want to learn more about ECC Germany's activities and services? Then check out their local website in German or English.