20 Years ECC Netherlands
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 Netherlands presents its highlights over the past 20 years.
Two decades of dedication to consumer rights
ECC Netherlands has been solving problems for consumers for 20 years. From undelivered orders from online stores in other EU countries to cancelled flights, we explain the rules and ensure that consumers can effectively use them. If consumers cannot find a solution with the trader, ECC Netherlands assists them in making that happen, free of charge. Over the past 20 years, they have been able to help thousands of individuals. To solve their cases, we work collaboratively with their colleagues and partners.
Successful resolution for travellers after flight cancellations
In a case involving Green Airlines, 109 air passengers were eventually reimbursed after several flights were cancelled. Although German Airways operated the flights, the company claimed no responsibility, resulting in travellers not receiving reimbursement for their plane tickets and the compensation they were entitled to. Through the efforts of ECC Netherlands and thanks to the Dutch lawyers Caspar Janssens and Zoë Poortvliet, the travellers were finally compensated after waiting for two years.
The power of persistence
Persistence often yields results. Although it may take time for problems to be resolved, this case exemplifies the importance of advocating for consumers' rights. ECC Netherlands is continually striving to find fair solutions for both the consumer and the trader involved, and demonstrates perseverance when necessary. We maintain an extensive network and collaborate with other consumer organisations to support their efforts.
Informative campaigns to raise consumer awareness
ECC Netherlands regularly conducts campaigns to inform consumers and raise awareness of their rights, which enhances the ECC's visibility and fosters collaboration with other organisations. For instance, we had a successful campaign with the Fraud Help Desk titled 'Don't get sleepless nights from your dream holiday,' as well as the 'First check, then order' initiative.
'Don't get sleepless nights from your dream holiday'
The campaign 'Don't get sleepless nights from your dream holiday' aimed to help holidaymakers avoid stress caused by travel mishaps. Through this campaign, we raised travellers' awareness of potential issues that may arise during their journeys and at holiday destinations, offering tips to avoid problems and informing them about their rights in cases of car rentals and trip cancellations.
'First check, then order' social media campaign
The 'First check, then order' campaign addressed the issue of consumers purchasing products or services from online shops without verifying the seller's reliability. This is a problem that the ECC encounters regularly through complaints.
Alongside the national police's internet scam department, the Dutch Authority for Consumers and Markets (ACM), the Consumentenbond (Dutch Consumers' Association), and Fraudehelpdesk (Dutch Fraud Helpdesk), ECC Netherlands informed consumers about misleading practices of online shops in this campaign, which ran during the autumn and winter from 2022 to 2024. It encouraged consumers to check the reliability of online sellers and provided tips on what to do if problems arose, such as delayed or undelivered products.
Promoting ECC Netherlands in Dutch cinemas
ECC Netherlands also increased its visibility by creating a promotional video clip that was featured in Dutch cinemas. The video is still available on YouTube in English and Dutch.
Presence at major national events
ECC Netherlands has also participated in major national events, such as the Vakantiebeurs – a holiday fair – and the Libelle Zomermarkt – a summer fair, which attracted over 100,000 and 83,000 visitors respectively. At these events, we offered advice to travellers and vacationers and shared information about their rights as passengers and consumers in the EU, collaborating with the European Commission's representation in the Netherlands. Additionally, ECC Netherlands has held lectures at schools, libraries, and other venues to raise awareness about their services.
Annual Cooperation Day for enhanced collaboration
Every year, one of the 29 ECCs organises a Cooperation Day, centred on enhancing collaboration within the ECC Network. This event enables participants to discuss ways to work together more effectively and improve their services. In 2016, ECC Netherlands hosted colleagues in Amsterdam during the Netherlands' EU presidency, ensuring close communication with international colleagues, staying informed about developments in consumer rights, and focusing on significant themes relevant to the EU.
New Year's reception at the Royal Palace Amsterdam
Every year, King Willem-Alexander and Queen Máxima receive representatives from Dutch society, politics and civil society organisations. In 2019, Eva Calvelo Muino, director of ECC Netherlands, had the honour of attending this special, traditional reception. She was invited thanks to the collaboration with the Ministry of Economic Affairs and Climate Policy and the Ministry of Justice and Security.
Copyright: Koninklijk Paleis Amsterdam
Looking to the future
The world of consumers is changing rapidly. New methods of online shopping, digital services, and travel options are constantly being introduced. In addition, sustainability is becoming increasingly important. At the same time, technological innovations, including artificial intelligence, bring new opportunities and risks. Both European regulations and traders are adapting to these developments. This makes it essential for consumers to understand their rights and be able to rely on them. ECC Netherlands guides consumers, informs them about misleading practices, and provides support when something goes wrong with a purchase or trip, especially if a trader is uncooperative in providing a solution. We are committed to continuing this support now and in the future.
Want to know more about ECC-Net or ECC Netherlands?
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 Netherlands activities and services? Then check out their local website in Dutch or English.