Preparing ECC-Net Communications for the Future
Representatives of the European Consumer Centres Network (ECC-Net) convened in Strasbourg on 8 and 9 October 2025 to discuss changes in consumer protection communications. During this event, they met with IMCO chair Anna Cavazzini, among other MEPs. The communication events were part of the network’s 20th Anniversary Celebrations and were hosted by ECC Germany.
Engaging in political dialogue for stronger consumer rights
The European Parliament honoured ECC-Net’s 20th anniversary by welcoming the participants at the heart of European Democracy, where ECC Directors spoke with members of the European Parliament (MEPs) representing their countries. The exchanges focused on consumer protection within the EU legal framework, addressing key issues such as Air Passenger Rights, the impact of AI on consumer rights, and the Digital Fairness Act.
Discussions on dropshipping, parcel delivery issues, and online trends like in-app purchases or fast-growing e-commerce platforms illustrated how rapidly challenges in consumer protection are emerging in the digital marketplace. MEPs also expressed strong interest in the network’s day-to-day work, its 60% success rate in resolving cross-border disputes, and its unique insights into the practical problems consumers face.
Following these exchanges, the ECC Directors met with Anna Cavazzini, Chair of the Committee on the Internal Market and Consumer Protection (IMCO). They exchanged views on the committee’s work, ECC-Net’s current priorities, and the importance of sufficient funding. Both sides agreed to strengthen cooperation and make greater use of the network’s expertise in consumer-focused policymaking.
Consumer protection communication in the age of AI
The communication event also brought colleagues from various European Consumer Centres (ECCs) together to explore how Generative Engine Optimisation (GEO) affects the online visibility of information on consumer rights in AI-generated search results.
As consumers increasingly use tools like ChatGPT or Google’s AI Overviews to find answers, focusing solely on traditional Search Engine Optimisation (SEO) is no longer enough. Web users can now tailor their online searches more than ever to their specific needs. However, the answers found often result in shortened, distorted, or even inaccurate information.
The ECCs thus face the challenge of ensuring their trusted consumer advice remains visible and reliable. To address this question, the participants explored how editorial adjustments can strengthen the network’s prevention efforts and provide clear, trustworthy guidance for consumers.
Through hands-on exercises, the participants learned more about writing and structuring content that speaks not only to readers but also to the algorithms that generate answers.
Building the next chapter of ECC-Net communication and cooperation
After having explored the developments in digital visibility, the focus shifted to network collaboration. During an interactive strategy session, participants reflected on the strengths of the European Consumer Centres Network (ECC-Net) and discussed how to further enhance cooperation within the network. Experienced team members and new colleagues alike shared their experiences and exchanged fresh ideas.
Through facilitated discussions and creative exercises, they identified priorities for 2026, such as strengthening joint consumer awareness campaigns. The discussions showed a strong willingness to become even more powerful 'knowledge sharers'. Building on this, the network will now put these shared ambitions into practical action for a stronger, more connected, and more visible ECC-Net across Europe.
Celebrating 20 years ECC-Net
For two decades, the network as a whole, as well as each of the 29 ECCs across Europe, has accumulated and shared valuable knowledge and experience in assisting consumers.
To celebrate this milestone, the city of Strasbourg hosted an evening reception for the ECC-Net representatives at the historic town hall. In their welcome address, Carmen Paolone, Deputy Mayor of Strasbourg, Thierry Schaal, Vice-President of the Eurométropole de Strasbourg, and Christian Tiriou, Executive Director of ECC France and ECC Germany, highlighted the importance of ECC-Net for citizens across the EU and in border regions. This close connection with the European capital is a testament to the institutional support that the ECCs enjoy, both at the European and local levels.
Looking ahead
As one organiser summarised: “This workshop was not only about learning new tools – it was about shaping a mindset that keeps ECC-Net fit for the future.”
By embracing innovation and strengthening collaboration, the ECC-Net continues to empower consumers across Europe to know their rights and to find the trusted advice they need.
Want to know more?
Discover more about the ECC Network's activities on network’s 20 Years Anniversary Celebrations.