Publications

This report provides a concise overview of the European Consumer Centres Network’s activities in 2024. It highlights the significant impact of our legal experts, who assisted nearly 134,000 European consumers and successfully resolved disputes, recovering almost 8 million euros through amicable solutions. Additionally, it showcases our key achievements, expert insights, and ongoing initiatives.

Sea travel is an essential part of Europe’s interconnected transportation system. However, the European Consumer Centres Network (ECC-Net) has identified key areas where passenger rights could be improved. This policy paper addresses the challenges faced by maritime travellers, including unclear regulations, insufficient support during disruptions, and inconsistent compensation practices. The actionable recommendations outlined in this paper aim to enhance transparency, accountability, and fairness in sea travel, in line with the EU’s broader objectives for consumer protection and seamless cross-border mobility.

Bus travel is a cornerstone of Europe’s sustainable mobility ambitions, and the EU has made remarkable progress in safeguarding passengers’ rights. Yet, the European Consumer Centres Network (ECC-Net) has pinpointed opportunities to elevate current regulations and meet passengers’ needs more effectively, particularly in areas like baggage handling, communication standards, and compensation practices. This policy paper presents empowering recommendations that can enrich existing frameworks, paving the way for a fairer and more seamless travel experience for all bus passengers across the EU.

The European Commission has launched a campaign targeting Ukrainians living in the EU. This initiative informs refugees and their families that they are protected by EU consumer protection laws during their stay in the Union. These laws ensure that dangerous products are kept off the market and that consumers are treated fairly when purchasing items like clothing online, electricity, or mobile phone contracts. The campaign is currently being rolled out in Germany, Poland, Czechia, Spain, Italy, and Bulgaria. 

The European Union has been consistently enhancing consumer rights in e-commerce over the past few decades. While consumers are well-protected against unfair business practices in many respects, the European Consumer Centres Network (ECC-Net) has identified a range of issues linked to the increasing prevalence of 'dropshipping' companies. Therefore, ECC-Net has published a policy paper that addresses the challenges connected with dropshipping.

In the rapidly growing e-commerce sector, efficient and reliable parcel delivery is essential. Despite extensive EU legislation aimed at protecting consumers, delivery and return issues continue to generate numerous complaints. These complaints are not due to gaps or ambiguities in the law but result from traders failing to comply with existing regulations. In this paper the ECC-Net has identified key areas of concern and proposes recommendations to enhance consumer protection.