20 Years ECC Poland

Navigating cross-border consumer rights in Poland

For two decades, the European Consumer Centre (ECC) Poland has stood by Polish consumers, helping them navigate the often-complex world of cross-border shopping and travel disputes. As part of the ECC Network (ECC-Net), we act as a bridge between countries, making sure that consumer rights don’t stop at national borders and that help is always free, accessible, and effective.
 

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'Consumers at the border' – ECC Poland's cross-border outreach events

ECC Poland organised a series of outreach events under the title Consumers at the Border, held in Cieszyn, Słubice, and Zgorzelec – as well as in their respective twin towns on the Czech and German sides of the border. These events aimed to engage directly with consumers living and shopping in cross-border regions.

During the events, together with ECC Czech Republic, ECC Slovakia and ECC Germany, we provided free consumer advice, answered questions, and raised awareness about cross-border consumer rights. We also introduced people to the work of ECC-Net, explaining how it supports consumers in resolving disputes with businesses based in other EU countries, Iceland, and Norway.

The events were a great opportunity to meet local residents and cross-border shoppers, share practical tips, and promote the idea of safe and informed shopping within the EU internal market.
 

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Reaching diverse audiences – from children to seniors

ECC Poland places strong emphasis on consumer education and awareness-raising activities addressed to diverse social groups, with particular focus on those who are active online and potentially more vulnerable to unfair practices.Throughout the year, our team carries out interactive workshops and presentations tailored to different age groups, from children and youth to senior citizens. These sessions are organised in primary and secondary schools, universities, as well as during community events, educational fairs, and meetings dedicated to seniors.

The aim is to equip participants with practical knowledge about their consumer rights within the EU, particularly concerning purchasing goods and services (both online and offline), as well as their rights when travelling, including issues such as flight delays, lost baggage, or problems with accommodation and car rental.

Senior citizens often receive dedicated support and guidance on navigating the digital marketplace, using online tools safely, and recognising red flags in unfamiliar offers. For younger participants, we focus on building awareness from an early age, helping them develop critical thinking and responsible digital habits.

These year-round educational initiatives not only strengthen the position of consumers in the internal market but also reflect ECC Poland’s long-term commitment to empowering individuals through knowledge, regardless of age, background or digital experience.
 

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On the Move: educating travellers about their rights

ECC Poland organises and joins nationwide educational initiatives aimed at informing and empowering consumers while travelling. As part of this commitment, we regularly cooperate with national passenger rights authorities to carry out awareness-raising campaigns at airports and railway stations across the country.

In cooperation with institutions such as the Civil Aviation Authority (ULC) and the Railway Transport Office (UTK), we organise joint actions aimed at educating and informing passengers about their rights, particularly in cases of flight, train, or coach delays and cancellations.

These initiatives take place on-site at major transport hubs, offering travellers direct access to printed materials and hands-on advice on how to react when travel plans are disrupted. Passengers can also learn how to submit complaints and where to seek further assistance.

By joining forces with national institutions, ECC Poland acts as a key link in cross-border consumer disputes, supporting individuals in cases involving companies based in other EU countries. Our role is to ensure that travellers are aware of their rights not only at the national level, but also when moving across borders in the EU, Norway, Iceland, and the UK.

Importantly, through these continued efforts, we are seeing measurable progress in consumers’ awareness and willingness to enforce their rights. Travellers are increasingly proactive, better informed, and more confident in seeking redress when their rights are infringed.

Together, we help build a stronger, well-informed, and empowered community of mobile European consumers.
 

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Facilitating knowledge exchange - IT Tool workshops for ECC-Net

For several years now, ECC Poland has proudly organised the annual IT Tool Workshop, gathering representatives from ECC offices across the entire European Consumer Centre Network.

This recurring event offers a unique opportunity to meet in person, discuss challenges, and fine-tune a common approach to resolving consumer's complaints within the network. It provides space not only for hands-on training and technical updates on the IT system we use, but also for meaningful conversations on how we can harmonise our work methods and improve collaboration across borders.

The workshops are particularly valuable as they bring together colleagues we cooperate with daily, often remotely. Meeting face-to-face around one focused topic strengthens mutual understanding, trust, and teamwork, all essential for effectively assisting consumers in cross-border disputes.

Thanks to these sessions, ECC Poland helps to build network-wide alignment, ensuring that consumers across the EU, Iceland, Norway and the UK receive coherent, high-quality support.
 

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