Empowering ECCs as ADR Contact Points: Boosting Cross-Border Consumer Protection

Advantages of designating ECCs as ADR contact points

ECCs have long been recognised for their commitment to assisting consumers in cross-border transactions. Currently, 26 ECCs already serve as ADR contact points or coordinators of Online Dispute Resolution (ODR) contact points under the current Directive and Regulation. By proposing the ECCs for this new role, the Commission ensures the efficient utilization of existing human resources and well-established capacities. Here are three key advantages of designating ECCs as ADR contact points:

• ECCs boast a two-decade-long experience 
  The ECCs' two-decade-long experience in handling cross-border cases positions them as ideal candidates for this new role. With specialised expertise in providing free information and advice on consumer rights, ECCs empower consumers, handling over 120,000 cross-border cases annually. This extensive experience enables a seamless transition to ADR contact points, streamlining information flow and enhancing the overall assistance service for consumers.
• ECCs are committed to go the extra mile 
  ECCs are not just willing, but eager to go the extra mile. The acknowledgment from all Member States during the informal ministerial meeting on consumer affairs in September 2022 attests to the satisfaction with ECC-Net's assistance to consumers. The 2022 report on ADR in Europe further reinforces their commitment to actively help consumers navigate ADR processes and strengthen cooperation with national ADR bodies. 
• ECCs apply a data-driven approach
  The ECC-Net, equipped with a well-established IT system, actively collects data on cross-border ADR in Europe. Their involvement includes transferring cases to ADR bodies (21%), signposting consumers to the appropriate ADR entity (38%), and a combination of both (41%). This data-driven approach ensures that ECCs stay informed about new developments, allowing them to adapt and respond to evolving consumer needs.

Preparing for the future

For the upcoming grant period 2024-2025, the Vademecum of ECC-Net, in collaboration with the Commission and Member States, has already expanded its mission to actively assist consumers in submitting cases to ADR, further emphasizing their commitment to evolving consumer protection needs. As the new directive broadens the scope of assistance to non- and precontractual cases, as well as assistance to traders, ECCs need to gear up. While ECCs are welcoming their new role as ADR contact points with confidence, national resources will need to follow, especially as the new directive includes traders from third countries in ADR procedures.