High Demand for ECC-Net's Services: 9 Million Euro Recovery for Consumers
For nearly twenty years, the European Consumer Centres Network (ECC-Net) has been assisting consumers with cross-border issues. In 2023 alone, the network addressed over 124,000 inquiries and successfully recovered nearly € 9 million for consumers. These figures underscore the high demand for our services and our dedication to enhancing consumer protection throughout the EU.
Reimbursement
A standout accomplishment of ECC-Net in 2023 was the reimbursement of nearly 9 million euro to consumers. This substantial amount is not just financial compensation; it also represents a positive impact on the lives of consumers who may have endured financial losses or hardships due to the issues they were unable to resolve on their own. Additionally, beyond monetary reimbursements, ECC-Net provides valuable advice and information on consumer rights, enriching consumers' understanding and empowering them in their transactions.
Popular topics
The ECC-Net received inquiries on various consumer issues, including the right of withdrawal delivery problems, and guarantees. Additionally, there were notable inquiries concerning cancelled flights, lost or damaged luggage, and travellers' rights during natural disasters. Here are the top 3 most popular topics on which the network received inquiries in 2023:
- Passenger transport
Passenger transport encompasses various questions and complaints related to passenger transportation. However, most inquiries within this sector pertain to air passenger rights, such as delayed or cancelled flights and damaged or lost luggage. ECC-Net received a significant 22,000 inquiries solely on this topic. - Delivery issues
Delivery issues involve problems with the shipment or receipt of goods ordered by a consumer, including delays, non-delivery, and damaged or incorrect products. - Guarantees and warranties
Warranty and guarantee issues pertain to concerns regarding the quality, performance, or durability of a purchased product . Consumers may seek resolution through repairs, replacements, or refunds as stipulated by the warranty terms or guarantee provided by the manufacturer or seller.
Complaint resolution rate
In response to consumers’ needs, ECC-Net assisted over 124,000 consumers with inquiries (questions and complaints), and successfully resolved 60% of the complaints. This achievement was possible due to our 150 specialised legal experts’ dedication to negotiating out-of-court settlements and ensuring that consumers across 29 countries receive timely solutions to their issues. Our established relationships with numerous traders also contribute significantly to the success of case resolution, facilitating effective communication and cooperation towards satisfactory outcomes for all parties involved.
Publications
ECC-Net engages with EU consumer protection laws daily, evaluating the effectiveness and areas for improvement. Through our research and position papers, we share expert insights and offer practical recommendations to enhance consumer protection. In 2023, ECC-Net published 4 publications, drawing from our nearly 20 years of experience.
- Geo-blocking
The geo-blocking regulation aims to prevent online discrimination within the European Economic Area (EEA) based on nationality or residence. Nevertheless, consumers still encounter obstacles in cross-border online shopping, such as redirection, price differences, and payment method refusal. This paper underscores the need for better cross-border banking practices and enforcement of the SEPA regulation. ECC-Net also advocates for increased awareness of the issues. - ADR in the Nordic and Baltic Countries
The 8 Nordic and Baltic ECCs (Denmark, Estonia, Finland, Iceland, Latvia, Lithuania, Norway and Sweden) conducted a comparative study on alternative dispute resolution (ADR) within their countries, adhering to a common EU regulation and approach. The study aims to deepen ECC-Net’s understanding of ADR and assistance to consumers in cross-border disputes . The findings offer insights to the European Commission, national ADR authorities, and other key stakeholders refining ADR and ODR legislation. - Right to repair in the European Union
The European Commission has presented a proposal to promote the repair of goods. This position paper provides ECC-Net's recommendations for the future directive. Additionally, it highlights existing national actions promoting the repair of consumer goods across the EU. - ECCs ideal candidates for ADR contact points
The European Commission has proposed new measures to streamline alternative dispute resolution (ADR) in the digital market. A central aspect of this proposal is designating European Consumer Centres (ECCs) as ADR -contact -points. This joint statement by the ECCs presents our perspective on the Commission’s proposal and associated tasks.
Consumer education and awareness
One of ECC-Net's primary objectives is to educate consumers about their rights and empower them with the knowledge to navigate cross-border transactions effectively. In 2023, ECC-Net intensified its efforts in consumer education through various initiatives, including:
- Organising study visits and workshops on consumer rights and cross-border dispute resolution
- Developing and distributing consumer education materials in multiple languages
- Launching targeted consumer awareness campaigns on social media platforms
- Collaborating with national authorities and stakeholders to promote consumer education initiatives
- Maintaining informative websites that play a significant role in consumer education
Last year's data underscores the impact of our online efforts. ECC websites collectively informed almost 5 million consumers throughout the European Union, representing an almost 40% increase compared to 2022, and have nearly 98.000 followers on social media.
Read full report
ECC-Net stands as one of the remarkable offerings from the European Union, embodying a commitment to consumer protection and advocacy. As a network spanning EU member states, Norway, and Iceland, it serves as a beacon of support for consumers facing cross-border issues, ensuring their rights are upheld and grievances addressed effectively. While this article highlights our activities, there is much more to share. If you want to learn more about our activities, please read our full report or send an email with your inquiry to info@eccnet.eu.