Euroguichets and EEJ-Net become ECC-Net

In 1990, the European Commission initiated support for initiatives aimed at providing information and assistance in cross-border consumer issues. One of these initiatives was 'Euroguichets', a network with offices that evolved into the 'European Consumer Centres' (ECCs). In 2001, another network was established to refer consumer disputes to Alternative Dispute Resolution (ADR) bodies. Some ECCs became part of this European Extrajudicial Network (EEJ-Net), while new contact points were created in other Member States. In 2005, the ECC and EEJ networks merged and formed the ECC Network (ECC-Net) as it is known today.

About ECC-Net

Since then, we have been listening to consumers across Europe. Our 31 centres and over 150 experts provide free legal advice, assistance, and swift resolution of cross-border disputes. Over 130,000 cases each year feed a unique real-time database that powers early-warning intelligence and practical recommendations for policymakers, enforcement authorities, trade associations and consumer organisations. By helping consumers navigate cross-border issues, we empower them to fully benefit from the Single Market. Watch the video to learn more about the ECC Network before diving in to ECC-Net's joint projects of the past 20 years.

Since 2005, ECC-Net has been raising awareness about issues consumers encounter when travelling or shopping abroad and analysing their complaints. From 2005 to 2010, we worked on the following common projects:

Monitoring air passenger rights complaints 

Reports from 2005 and 2006 offered analyses of consumer complaints related to air travel. These findings highlighted significant issues and resulted in recommendations for enhanced legal protections for air passengers across Europe.

Addressing unfair commercial practices in car rental
Following the European Consumer Summit in 2010, ECCs and the European Commission initiated closer cooperation with the car rental industry, aiming to improve business practices and contract terms in the industry, and ensure possibilities for consumer redress. 

Studying financial practices for tourists 

A field study examined currency exchange practices in EU member states outside the eurozone, and provided information for travellers to be aware of the financial implications during their trips. Additionally, a comparative study was conducted on cash withdrawal fees across Europe, 

Analysing challenges in the European online marketplace 

The analysis of consumer complaints from the European online marketplace in 2007 and the subsequent report for 2008-2009 shed light on various challenges in e-commerce transactions. These studies called for improvements to enhance consumer rights and better address the issues encountered by consumers engaging in online shopping.

For more in-depth information, please download the full 5th anniversary report from our publication section:

DOWNLOAD FULL REPORT  

Enhancing consumer rights across sectors 

ECC-Net's initiatives from 2011 to 2015 encompassed consumer rights in e-commerce and air travel. Projects such as 'Online Cross-Border Mystery Shopping' assessed the compliance of online traders with consumer law, while the 'Air Passenger Rights Report' analysed mass flight cancellations that occurred during the 'Volcanic Ash Crisis,' highlighting the importance of consumer protections in these contexts.

Evaluating awareness of the European Small Claims Procedure

Through the 'European Small Claims Procedure Report,' ECC-Net studied the implementation of the procedure and the awareness of competent national courts across EU member states.

Examining paying costs and the effect of trust marks

'The Costs of Paying' research focused on currency and credit card charges in the airline sector, providing insights into the costs associated with booking and paying online. In addition, reports on trust marks assessed their impact on consumer choices, contributing to a better understanding of consumer confidence in the market.

Offering practical guidance and tools for consumers

Various guidance publications provided practical advice, including 'Too Good to Be True?' on avoiding subscription traps. Additionally,  resources were provided on fraud in cross-border e-commerce and on chargeback procedures in the EU/EEA. The 'Timeshare' guidance educated consumers about purchasing timeshares and long-term holiday products. Last but not least, ECC-Net launched the 'ECC-Net: Travel App,' available in 25 languages to help consumers with travel issues.

For more in-depth information, please download the full 10th anniversary report from our publications section:

 DOWNLOAD FULL REPORT 

From 2016 to 2020, ECC-Net published several important research and position papers aimed at addressing various facets of consumer rights and enhancing consumer protection.

Providing practical guidance to travellers

In the guidance document '2016 Rio de Janeiro: Helpful Advice for a Safe Journey,' essential tips were offered to European travellers attending the Olympic Games in Brazil, ensuring they could have a safer experience.

Raising awareness of subscription traps

The 'Subscription Traps' study examined deceptive subscription practices in six countries to increase consumer awareness of these misleading tactics. Additionally, the "CarPass' study suggested a system to address odometer fraud in used cars, thereby improving trust within the automotive market.

Enhancing consumer and trader awareness with the 12 topics campaign

In celebration of its 15th anniversary, ECC-Net launched a campaign highlighting 12 key consumer rights topics throughout 2020. This initiative, involving all 30 ECCs (including ECC UK at the time), aimed to educate consumers and traders on their rights and obligations. Each month focused on themes such as sustainability, unfair deals on social media, air passenger rights, and safer streaming practices. 

The campaign provided valuable resources, including guides on guarantees and withdrawal rights, a multi-language brochure on package travel rights, and engaging content to explain geoblocking and chargeback processes. Through reports, explainer videos, and infographics, the ECC-Net demonstrated its commitment to improving consumer awareness and empowerment across Europe.

Researching Alternative Dispute Resolution (ADR), online pricing practices, and counterfeits

During this period, ECC-Net evaluated the available redress options for European travellers facing disputes in a research paper on Alternative Dispute Resolution (ADR) within the air passenger rights sector. Additionally, pricing practices were examined in 'Online Travel: Is the Initial Price the Final Price?', highlighting issues related to transparency and potential price increases. Furthermore, the research paper 'The Impact of Counterfeiting on Online Consumer Rights in Europe' explored the risks associated with counterfeit products and provided practical guidance to help consumers navigate these challenges.

Sharing practical insights to inform policy choices

Research projects and cases handled by ECCs each day culminate in a variety of position papers that provide valuable insights for legislative development. For instance, the 'Air Passenger Rights' position paper called for changes to Regulation 261/2004 to improve how traveller challenges are addressed. A proposal concerning Car Rental and Brokers sought to enhance sector transparency. Conversations about online platforms highlighted the necessity for more precise definitions and responsibilities, while the stance on Geoblocking addressed consumer issues present in existing regulations. Finally, the paper on Marketplaces and Purchases in Third Countries concentrated on the responsibility of digital platforms regarding illegal content and counterfeit items.

For more in-depth information, please see the dedicated 15th anniversary website or download the full anniversary report from our publications section.

 VISIT THE 15TH ANNIVERSARY WEBSITE 

DOWNLOAD FULL ANNIVERSARY REPORT

Providing young consumer education and position papers from 2021-2025

As we celebrate our 20th anniversary, we reflect on our commitment to enhancing consumer protection in an increasingly digital and interconnected world. 
ECC-Net has launched various initiatives to provide valuable resources for both consumers and policymakers on several key topics. 

Among the resources available for consumers is a toolkit designed to educate young individuals about online risks.
Additionally, the network has developed position papers that:

• provide insights into the digitalisation of consumer markets,
• recommend essential revisions to the Air Passenger Rights Regulation (EU) 261/2004, and
• suggest strategies to enhance participation in alternative dispute resolution (ADR). 

Analysing ADR in the Nordic and Baltic Regions 

To gain a better understanding of the ADR landscape, a comparative analysis of alternative dispute resolution (ADR) practices in the Nordic and Baltic regions was conducted, which offered valuable insights into how ADR functions in these regions.

Ensuring consumer protection in e-commerce: parcel delivery and dropshipping 

In addressing challenges within e-commerce, ECC-Net has focused on parcel delivery and dropshipping.
Missing parcels, empty boxes, damaged goods, and hidden return costs are recurring problems.
We shared insights from our experience in handling these issues to ensure consumers are properly informed and can rely on provided services.

Sharing recommendations to enhance consumer rights: Right to Repair and Car-Pass

Additionally, ECC-Net has suggested improvements to the right to repair, presenting recommendations for future directives. Additionally, the network has explored mileage verification related to odometer manipulation and proposed the implementation of Car-Pass to help combat this issue. Through these efforts, ECC-Net continues to reinforce its dedication to a fairer consumer landscape.

For all position papers and more in-depth information, please check out the publications section on our website.

 SEE ALL ECC-NET PUBLICATIONS

For over 17 years, ECC Romania has been prioritising consumer education across age groups, enhancing support for seniors in digital usage, fostering dialogue with service providers for complaint resolution, and disseminating travel-related consumer advice through engaging outreach efforts. Read on to find out how ECC Romania reaches out to and engages with consumers in Romania. 

National information campaign for young consumers
ECC Romania has focused on educating young consumers about their rights, especially in areas like online commerce and consumer protection. Over 17 years, they have engaged more than 10,000 students through seminars and interactive activities. A new campaign named "Young in Europe" was launched in 2025 to continue this education.

National information campaign for seniors
Targeting seniors over 65, ECC Romania has been providing seminars to help them navigate technology and online transactions safely. The initiative aims to reduce the risks of online scams for seniors and will expand to more cities in 2025.

The 'Trips And Tips for Consumers' Caravan
Throughout its 17 years of existence, ECC Romania has been present at major transport hubs and significant events in the country. One notable initiative during this time was the 'Trips and Tips for Consumers' Caravan, which travelled across Romania in 2017 to provide travel advice and consumer information, significantly aiding consumers in various situations.

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Cooperation Days in Helsinki
As part of a network of 29 ECCs across Europe, ECC Finland collaborates with its partners to enhance case handling and communication for consumers. One milestone was hosting the ECC-Net’s annual Cooperation Days in Helsinki in 2019, coinciding with the Finnish EU Presidency. Additionally, ECC Finland has created a social media Christmas Calendar for the network for seven years, sharing daily consumer tips to raise awareness of consumer rights across various social media platforms.

Events for Consumers
ECC Finland engages with consumers by participating in major events, such as the Matka Nordic Travel Fair in 2014 and 2018 — Northern Europe’s largest travel fair — and the annual Europe Day celebration in Helsinki. These events provide valuable opportunities for direct interaction with consumers and discussions on important consumer rights topics alongside other EU organisations.

Reaching New Target Groups
To make consumer rights information accessible to specific audiences, ECC Finland has developed targeted outreach strategies. This includes a live chat on the Jodel app in 2022, aimed at students, focusing on reliable online shopping and withdrawal rights. In 2024, an easy-language section was launched on its website to assist individuals with cognitive disabilities, older adults, and immigrants, receiving recognition from the Finnish Centre for Easy Language for its clarity and accessibility.

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Two Decades of Help and Support for Consumers at ECC Germany

ECC Germany has been supporting European consumers for 20 years, offering information, mediation, and advocacy. A notable case involved a dance group from Luxembourg whose trip to New York was disrupted when they were denied boarding by an airline. ECC Germany successfully intervened, recovering approximately €30,000 in compensation for the group due to the airline's failure to meet legal obligations.

Offering powerful self-help tools for smart consumer decisions

In addition to direct interventions, ECC Germany provides valuable self-help resources, including template letters and apps, to empower consumers to address common issues independently. Tools such as the “Complain Successfully” app and various online guides help consumers understand their rights and make informed decisions.

Reaching German consumers with multi-channel communication

ECC Germany employs a multi-channel communication strategy to enhance consumer protection awareness. Initiatives like the podcast 'Help, my toaster is on fire' and the YouTube channel 'Scammed? Do this!' aim to engage consumers while providing vital information on rights and scams.  In addition, ECC Germany actively participates in major national events such as Berlin's Green Week in 2024. 

Building strong relationships with national and European policymakers
ECC Germany maintains strong relationships with EU policymakers, contributing to discussions on important consumer regulations. Overall, ECC Germany is committed to making consumer protection engaging, accessible, and practical.

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Photo credits: Espen Eichhöfer

20 years of Consumer Advocacy in Italy

Over two decades, ECC Italy has established itself as a trusted authority in consumer rights, engaging in extensive advocacy and education on consumer issues and EU law. Notable achievements include contributions to influential legal publications on cross-border consumer protection and mediation, which have been adopted by numerous universities.

Pioneer in air passenger rights protection and online visibility

A landmark initiative was the creation of airport information desks in 2009, aimed at educating air passengers about their rights. This initiative gained significant traction, culminating in the first ECC-Net Day for air passenger rights across 27 European airports in 2011, demonstrating ECC Italy's effectiveness in promoting consumer rights on both national and European levels.

In the digital sphere, ECC Italy produced a successful promotional video that clarified its role and assistance to consumers, which was later translated and shared across all languages of the ECC-Net. 

Shaping legislation in collaboration with policymakers

ECC Italy played a crucial role in the advocacy for Article 65-bis of the Italian Consumer Code, which provides stronger protections against unwanted contract renewals. This legislation exemplifies ECC Italy's ongoing commitment to ensuring transparency, fairness, and empowered consumer decision-making in the marketplace.

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Since 2008, ECC Bulgaria has been dedicated to supporting consumers within the Single Market, ensuring they receive assistance when issues arise. Partnerships, transparent dialogue, and collective effort have been crucial in their endeavours.

Partnering for impact

Over the years, ECC Bulgaria has maintained a strong partnership with the European Commission Representation in Sofia, and participated in information tours across various cities to raise awareness about consumer rights. During these face-to-face interactions, the ECC Bulgaria effectively connected with people unfamiliar with the European Consumer Centre's services.

Engaging discussions on passenger and consumer rights

To enhance their efforts, ECC Bulgaria hosted a roundtable on passenger rights, bringing together key stakeholders to discuss crucial travel information. In addition, ECC Bulgaria regularly sets up information stands in airports and town squares, providing practical advice on shopping and travel rights in the EU. 

Learning from each other within the ECC Network

Being part of the ECC Network also means learning from others, working across borders, and collaborating to ensure consumer support for issues with cross-border trips or purchases in the Single Market. ECC Bulgaria organised the Cooperation Days in 2018 and hosted a Communication Workshop with ECC Germany in 2024 to discuss common challenges and enhance internal and external communication.

Dedicated team support 

ECC Bulgaria has a dedicated team that collaborates effectively to provide exceptional support to consumers. They share insights and experiences, ensuring that their responses are informed and empathetic. This teamwork fosters a welcoming environment, making it easier for individuals to seek assistance and feel understood when facing consumer-related challenges.

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Nearly Two Decades of Impact on Consumer Rights and Awareness in Slovenia

Since 2014, ECC Slovenia has focused on enhancing European consumer protection under the Ministry of the Economy, Tourism and Sport. With nearly 20 years of service, the centre has been involved in initiatives like the iconic bus tour for World Consumer Rights Day and public events promoting consumer empowerment, such as their right to repair. Or, Most recently, ECC Slovenia has promoted new legislation reinforcing consumers' right to repair faulty goods.

Engaging the next generation 

ECC Slovenia has successfully reached younger audiences by collaborating with popular influencers, thereby expanding its presence within digital communities. This innovative approach has boosted engagement and awareness among younger consumers, ensuring that consumer rights remain relevant and accessible.

Successful case resolution
As ECC Slovenia continues to engage the next generation, it also remains committed to addressing individual consumer issues.  The following cases illustrate how their efforts can impact consumers.

Consumer receives refund after disappointing holiday
A Slovenian consumer booked a ten-day all-inclusive holiday to Cuba for herself and her parents, but the trip lacked basic amenities, had poor hygiene, and experienced power outages. Complaints were ignored, and the agency only offered a €150 voucher, referring to a distant hurricane as the cause. The intervention through ECC Slovenia and ECC Germany resulted in a €600 refund from the operator, which she accepted, expressing high satisfaction with the support.

Misleading product quality – replacement provided
Another Slovenian consumer bought a set of 8 crystal singing bowls from a French seller for over €2,000, inteded for sound therapy. After one bowl was damaged and the consumer discovered the bowls were made in China instead of France, the seller denied responsibility, claiming improper use and that they weren't musical instruments. After involving ECC Slovenia and in collaboration with ECC France, the seller agreed to replace the damaged bowl. The consumer was pleased with the provided service and credited the ECC Network for the outcome.

Policy impact 

Beyond direct consumer support, ECC Slovenia has actively contributed to shaping policy. The centre has participated in discussions regarding the revision of the EU Air Passenger Rights Regulation, playing a vital role in enhancing consumer mobility in Europe through its expertise and insights. Additionally, the team presented their work at a national gathering of Market Inspectors, establishing personal contacts and strengthening ties for future cooperation.

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Accessible Support for Consumers in Denmark

ECC Denmark emphasises providing accessible and personal support to all consumers, especially vulnerable groups. Since 2022, every consumer opening a case has been proactively contacted by a legal expert, allowing for tailored guidance and clear communication of legal assessments. This initiative has notably improved service quality and efficiency, receiving positive feedback from consumers.

Strengthening the Danish ADR scheme

Over the past decade, ECC Denmark has played a vital role in enhancing the Danish Alternative Dispute Resolution (ADR) scheme. By collaborating with stakeholders and hosting the annual ADR conference, the Danish ECC works to develop the consumer complaints system. Additionally, the establishment of an ADR entity steering committee focuses on ongoing improvements and joint training sessions to boost efficiency and communication.

Embracing visual communication

In 2019, video was strategically adopted as a key communication tool, recognising the impact of visual storytelling. ECC Denmark has created engaging video content to convey essential information to consumers, benefiting from specialised training to improve quality and outreach. These videos, shared on social media have led to increased consumer engagement. In addition, ECC Denmark has created a video for the website of the ECC Network.

Combatting online fraud

In 2024, ECC Denmark partnered with the Danish Competition and Consumer Authority to conduct a survey on online fraud, involving over 1,300 participants. The results informed a communication campaign that reached more than 100,000 Danes, raising awareness and encouraging open discussions about online fraud. This initiative highlights the importance of data-driven communication in addressing consumer challenges.

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ECC Belgium's Journey from Paperwork to Digital Tools

Since its founding in 2001, ECC Belgium has become an important advocate for consumer rights throughout the EU. Initially operating as Euroguichet, the office joined the European Consumer Centres Network in 2005, adapting to the fast-changing landscape of consumer protection. Staff fondly remember the days of paperwork and faxes, when personal interactions were the norm and consumers expressed their gratitude with thoughtful gestures. Today, however, the expectations of consumers have shifted dramatically, as they seek quick, efficient resolutions to their issues in our fast-paced digital world.

Innovative consumer engagement

ECC Belgium has launched several creative campaigns to engage younger audiences, with one standout initiative in 2015 targeting university students. By distributing nearly 20,000 coasters featuring humorous and educational insights into EU consumer law, they cleverly sparked conversations in informal settings, such as student restaurants. To further amplify this outreach, digital versions of the coasters were displayed on screens, broadening the campaign's impact. These innovative strategies illustrate ECC Belgium's commitment to making consumer rights accessible and engaging, especially for the next generation.

Addressing modern challenges

As online shopping skyrockets, ECC Belgium is taking proactive steps to empower consumers with tools to navigate the digital marketplace safely. The creation of Webshopcheck.be exemplifies this commitment, providing a platform that equips users with essential tips to evaluate online retailers. Rather than offering a simple green or red light for websites, it encourages consumers to become savvy inspectors, sharpening their awareness and confidence in making safer online purchases. This initiative highlights ECC Belgium's mission to protect consumers in an increasingly complex e-commerce environment.

International collaboration and future commitment

ECC Belgium doesn’t stop at national borders; it actively engages in global conversations about consumer rights. Over the years, it has welcomed delegations from various countries, including Australia and Japan, to share insights and best practices. These international exchanges not only enhance ECC Belgium's expertise but also create a collaborative spirit in consumer protection efforts. As it celebrates 20 years of dedicated service, ECC Belgium reaffirms its pledge to educate consumers about their rights and strengthen partnerships across the EU, understanding that a robust network leads to even greater consumer empowerment.

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20 Years of Consumer Rights Advocacy at ECC Greece

The European Consumer Centre (ECC) Greece has taken an active role in promoting consumer rights since its establishment. Over the years, it has focused on empowering individuals with the knowledge and resources needed to navigate common consumer issues effectively. This commitment is evident through various initiatives aimed at raising awareness and advocating for consumer interests across different sectors.

Strategic partnerships and communications

In 2017, ECC Greece partnered with the 'READY2BOARD' magazine to publish quarterly articles on air passenger rights, reaching a broad audience of tourists. This collaboration continues to be valuable, and in 2023, the partnership was renewed to enhance awareness of travellers about their rights.

More recently, in 2024, ECC Greece was honoured to speak at the 'digital transformation in retail' panel during the FUTURE OF RETAIL conference, organised by the Hellenic Confederation of Commerce and Entrepreneurship. This prestigious event provided them the opportunity to share their insights on how consumer trust can enhance e-commerce with a diverse audience, including government representatives and leaders from various industries.

Advancements in digital engagement

The launch of a new EU-funded website in 2022 significantly improved ECC Greece's public profile, offering a user-friendly platform for consumers. The revamped site allows for quick access to information and enables users to submit inquiries efficiently, thereby improving support services. Additionally, an awareness campaign on Facebook in 2023 provided valuable insights into common consumer issues and informed consumers about Alternative Dispute Resolution entities.

Research on Alternative Dispute Resolution (ADR)

In 2023, a comparative study was initiated across eight Balkan and southeast Mediterranean EU member states to examine the harmonisation and implementation of the ADR Directive. The ongoing study aims to assess institutional frameworks, quantify achievements, and evaluate the quality of ADR entities, ultimately highlighting best practices and providing insights into consumer ADR in the EU.

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Celebrating the 20th Anniversary of the ECC Network in Cyprus

For the past 20 years, ECC Cyprus has been supporting European consumers to exercise their rights. Over the years, they have addressed numerous issues related to cross-border transactions in collaboration with colleagues from the 29 centres of the European Consumer Centres Network (ECC Network). Additionally, ECC Cyprus has been present at the airport and various local events to raise consumers’ awareness of consumer protection in the European Union. 

To honour this journey, ECC Cyprus organised an event in May 2025 to celebrate the 20th anniversary of the ECC Network. The event, attended by key figures and media, highlighted the collaborative spirit of consumer protection and how the ECC’s efforts foster trust and cooperation in the European market. Representatives from various consumer protection networks and major airlines joined in, reflecting the ongoing commitment to safeguarding consumer interests across Europe.

Engaging with passengers at Larnaca Airport

In June 2016, a Passenger Rights Awareness Campaign was launched at Larnaca International Airport to empower travellers and promote transparency. It informed passengers about their rights under EU Regulation EC 261/2004 regarding delays, cancellations, boarding denials, and baggage issues. The campaign aimed to raise awareness and clarify the rules on compensation and assistance, to reduce confusion during disruptions and foster a more informed public.

Informing consumers and partners at local events

During the 'Get Connected' exhibition in March 2020 at the Mall of Cyprus, ECC Cyprus informed citizens about the various European Networks in the country. Organised by Europe Direct alongside the Representation of the European Commission in Cyprus, the event helped consumers to learn about these networks and their benefits.

Additionally, ECC Cyprus participated in the 29th Pancyprian Informative Seminar organised by trade union SEK, where it presented its services to union representatives, public officials, and civil society members. This event highlighted ECC Cyprus’s role in assisting consumers with cross-border disputes, especially in transport, e-commerce, and digital services.

These initiatives underscore the importance of public engagement in maximising resources and enhancing consumer rights in the European community.

Researching EU hotel classifications in a joint ECC-Net project

In 2008, ECC Cyprus led a project on EU hotel classification, resulting in a 2009 report. The study, in collaboration with seven other European Consumer Centres, highlighted the challenges and complexities consumers face when selecting hotels. With the rise of online booking platforms, the various approaches to hotel classifications remain relevant, influencing how consumers assess the quality of accommodations.

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Two Decades of Consumer Support in Spain

The European Consumer Centre in Spain (ECC Spain) has been spending the past 20 years aiding consumers across the EU by offering reliable information, mediation, and practical solutions for disputes. As a vital member of the ECC Network (ECC-Net) based in a popular vacation country, ECC Spain adopts a thorough, people-focused approach to defending consumer rights. This initiative benefits millions of consumers in Spain and other European countries.

Challenges during the 2019 pandemic 

The COVID-19 pandemic marked one of the most testing times for ECC Spain, leading to a significant rise in enquiries and complaints, up by 38% and 40%, respectively, in 2020 alone. This surge highlighted ECC Spain's ability to adapt and respond swiftly, underscoring its role as an essential public service in crisis situations and reinforcing the trust placed in its support.

Spain's consumer complaint landscape 

As a popular tourist destination, Spain sees a high volume of consumer complaints, with ECC Spain consistently managing one of the largest caseloads within the ECC Network. The centre has effectively recovered substantial amounts for European consumers, reflecting its commitment to addressing issues faced by consumers efficiently.

Focus on awareness and collaboration 

ECC Spain prioritises clear communication to empower consumers, engaging with them through various channels and awareness campaigns throughout the year. The skilled and dedicated team maintains high service standards, while actively collaborating with other ECC-Net centres and stakeholders. Together, they strengthen consumer protection practices through shared knowledge and strong partnerships.

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Two Decades of Consumer Protection at ECC France

Cross-border cooperation is second-nature to ECC France since it was originally established as part of a binational structure within the ECC Network (ECC-Net) in 2004. Located in Kehl, Germany, just across the French border, ECC France serves as the primary point of contact for French consumers regarding their rights in Europe and cross-border disputes for over two decades. This strategic location, alongside ECC Germany, enables ECC France to effectively connect the two countries, enhancing communication and support for consumers navigating European rights and regulations.

Partnership with the CPC Network

In 2010, ECC France formalised its collaboration with the French Single Liaison Office of the Consumer Protection Cooperation (CPC) network to enhance information transfer and improve the management of cross-border complaints. This partnership helps French consumers resolve disputes with European traders and alerts the Single Liaison Office to repeated consumer rights infringements. Since 2016, ECC France has been managing the ECC-CPC Monitor project to strengthen ties between ECC-Net and the CPC network, enhancing the enforcement of European consumer protection legislation.

Engagement in European dialogues and events

ECC France actively participates in European discussions and events, demonstrating its commitment to consumer rights and awareness. For example, ECC France engaged in citizens' consultations on the future of Europe and was involved in events promoting sustainable mobility and raising awareness on consumer protection. In 2022, ECC France contributed to discussions on the 'right to repair' with the then-European Commissioner Didier Reynders. Furthermore, leading up to the European elections in 2024, ECC France raised awareness on the EU's activities with a dedicated campaign. Additionally, the team proactively addressed consumers' concerns related to the Olympic and Paralympic Games that were held in Paris.

Advocacy for travellers' rights

In 2024, ECC France responded to the European Commission's legislative package on passenger mobility to protect passenger rights across transport modes. The French ECC is dedicated to strengthening consumer protection by participating in expert meetings, collaborating with the consumer organisation BEUC for compensation mechanisms for stranded airline passengers, and introducing digital tools to inform rail and air passengers about their rights within the European Union. 

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Celebrating 20 Years of Empowering Consumers in Poland

For over 20 years, the European Consumer Centre (ECC) Poland has been dedicated to assisting Polish consumers with cross-border shopping and travel disputes. As part of the ECC-Net, ECC Poland ensures that consumer rights are upheld beyond national borders, offering free and accessible help. 

Building powerful connections

ECC Poland hosts events titled 'Consumers at the Border' in towns such as Cieszyn and Słubice, collaborating with ECC counterparts from the Czech Republic, Slovakia, and Germany. These events provide consumers with free advice, raise awareness of cross-border rights, and emphasise safe shopping practices in the EU internal market.

Additionally, colleagues from various ECCs gather at the annual IT Tool workshop hosted by ECC Poland every year. This event is focused on enhancing ECC-Net's IT system and offers unique opportunities for hands-on training, technical updates, and meaningful, in-depth conversations aimed at enhancing collaboration across borders. 

Addressing diverse audiences

A strong focus on consumer education is a hallmark of ECC Poland’s activities. Throughout the year, workshops and presentations target various age groups, addressing consumers from children to seniors. These initiatives equip participants with essential consumer rights knowledge, particularly regarding online and offline purchases and travel-related issues.

Awareness campaigns for travellers

ECC Poland also conducts nationwide campaigns to inform travellers about their rights. Collaborating with national authorities, the centre offers resources and guidance at major transport hubs, empowering consumers to understand their rights in cases of delays or cancellations. These efforts contribute to a more informed and proactive community of consumers across Europe.

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ECC Luxembourg: supporting consumers across borders for over 20 years

ECC Luxembourg plays a pivotal role in safeguarding consumer rights within a multicultural environment, serving a diverse population fluent in multiple languages. It began as a Euroguichet and evolved into ECC Luxembourg with the establishment of the ECC Network (ECC-Net) 20 years ago. From the start, the team has effectively addressed cross-border consumer issues, providing clear guidance and support to individuals navigating their rights within the country.

Responding to consumer needs during the pandemic 

Throughout the COVID-19 pandemic, ECC Luxembourg maintained accessibility amidst a surge of inquiries related to travel cancellations, refunds, and e-commerce challenges. By extending operating hours and offering responsive services, the team proved to be an essential resource for consumers grappling with uncertainty in this turbulent time.

Community engagement and consumer rights conferences 

ECC Luxembourg actively engages with the public through initiatives like the 'Midis du consommateur européen,' fostering awareness of consumer rights and a major Instagram campaign. Additionally, the upcoming biennial Conference on Consumer Rights in Europe in September 2025 will address issues such as online practices, sustainability challenges, and the risks associated with cryptocurrencies, facilitating important conversations among stakeholders.

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The ECC-Net Almond Park initiative 

On Europe Day, 9 May 2021, ECC Lithuania celebrated the opening of the ECC-Net Almond Park in Vilnius by planting 30 almond trees along the Neris riverbank. This initiative not only promotes sustainability but also represents the 30 members of the ECC Network (ECC-Net). Each year, ECC Lithuania collaborates with the State Consumer Rights Protection Authority (SCRPA) to host various events at the park, encouraging community involvement and celebrating Europe Day.

Engaging consumer education projects 

ECC Lithuania focuses on making consumer education accessible for all age groups through various methods, including classroom visits and community events. A recent event, "Learn and Know," brought together 200 students to observe International Consumer Rights Day with interactive activities. They also worked with artist Salvija Vaičikonytė to produce a comic-style colouring book aimed at helping children understand their consumer rights in a fun and engaging manner.

Testimonials from consumers

Since the beginning in 2005, ECC Lithuania has successfully assisted numerous consumers, providing essential support to individuals from diverse backgrounds. The impact of their work is perhaps best reflected in the heartfelt gratitude from those they’ve helped. One consumer shared that the team's warm communication and genuine care instilled hope during tough times, which speaks volumes about the compassion and effectiveness of their services.

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Reflecting on 20 Years of Supporting Consumers

Since its inception in 2005, ECC Norway has evolved its communication tools to meet consumer preferences, facilitating contact through email, phone, and social media. Initially addressing primarily travel-related issues, the emergence of online shopping has shifted the focus towards digital purchase-related cases, highlighting the need for robust consumer rights.

Enhancing consumer protection in e-commerce

The ECC Network has contributed to shaping the digital environment by enhancing consumer protection for online transactions, especially through better card guarantees. This success stems from years of collaborative efforts to enhance cross-border reliability in e-commerce. In addition, the network has engaged with industries to promote fair practices by offering guidance and training to traders.

Strategies for the future

Looking to the future, ECC Norway plans to expand its digital presence, particularly on social media, to connect with younger consumers and raise awareness of its services. Additionally, users can expect improved website functionality tailored to their needs while maintaining traditional outreach through presentations and university visits to capture a diverse audience.

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Celebrating 20 Years of Consumer Advocacy in the Netherlands

ECC Netherlands is celebrating two decades of empowering European consumers, tackling issues like undelivered online orders and flight cancellations. From the office in Utrecht, and hosted by Het Juridisch Loket, ECC Netherlands ensures that individuals know their rights while shopping and travelling across borders.

Making a difference by committing to air passengers' rights

A key achievement came after two years of discussions regarding flight cancellations by Green Airlines, where a Dutch court eventually ruled that German Airways was responsible, as the flight operator. This ruling allowed 109 passengers to finally receive their entitled reimbursements, showcasing the power of ECC Netherlands’ dedication to the air travellers' rights.

Enhancing consumer awareness

Beyond resolving disputes, ECC Netherlands engages in consumer education and awareness through campaigns like 'Don’t get sleepless nights from your dream holiday' and 'First check, then order.' Through these campaigns, ECC Netherlands aims to inform consumers about potential pitfalls in travel and online shopping, promoting safer marketplace navigation.

Engaging consumers during national events

ECC Netherlands participated in events like the Vakantiebeurs and Libelle Zomermarkt, informing visitors on their consumer and passenger rights within the EU. Additionally, ECC Netherlands regularly visits schools and universities to raise awareness of consumer protection among young people. 

Host of Cooperation Day 2016

In 2016, the annual Cooperation Day in Amsterdam was hosted by ECC Netherlands during the Dutch EU presidency. This recurring event fosters collaboration among all ECCs to enhance the ECC Networks' effectiveness.

Recognition at the Royal Palace Amsterdam in 2019

The Director of ECC Netherlands, Eva Calvelo Muino, was invited to the traditional New Year's reception at the Royal Palace Amsterdam in 2019. This honour was made possible through the ECC's collaboration with the Dutch Ministry of Economic Affairs, the Ministry of Justice and Security, and Het Juridisch Loket.

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Celebrating 20 years of achievements and perspectives at ECC Latvia

ECC Latvia is marking 20 years of dedicated service to Latvian consumers in cross-border cases within the European Single Market. To celebrate, the ECC hosted a seminar titled 'ECC Latvia – 20: Achievements and Future Perspectives' in April 2024. Alongside their partners, the Latvian team took the opportunity to evaluate their past efforts while also mapping out our future path in the rapidly changing digital marketplace.

Engaging consumers with an award-winning online shopping campaign
The campaign 'Don't Believe in Miracles on the Internet! Listen to Common Sense and Think!', featuring  a notable Latvian actor as a male fairy with a tablet pencil, aimed to educate consumers about online purchasing risks while promoting benefits of shopping within the EU. The campaign received multiple awards in 2024 from the advertising industry and consumer rights organisations.

Promoting Air Passenger Rights in Latvia
ECC Latvia also raises awareness about air passenger rights through initiatives like Air Passenger Rights Day at Riga International Airport. This annual event educates travellers on their rights and complaint procedures. Additionally, ECC Latvia focuses on teaching consumer rights to younger generations at schools and universities, and with the board game 'Journey through Consumer Rights' they have developed.

Finally, ECC Latvia fosters cooperation by organising seminars and workshops for its partners each year. These gatherings strengthen collaborative efforts and facilitate discussions on pressing consumer rights issues and trends, further solidifying ECC Latvia’s commitment to consumer protection in a rapidly evolving marketplace.

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European Consumer Centre Network 20th Anniversary

ECC Malta has proudly been part of the European Consumer Centre Network (ECC-Net) since 2007, dedicating itself to enhancing consumer experiences. Initial efforts focused on increasing the Centre's visibility, an essential endeavour before the rise of social media. Now, ECC Malta is focusing on offering reliable information and efficient case handling for consumers. Committed to timely responses and effective support, ECC Malta takes pride in its high levels of consumer satisfaction, despite being one of the smallest ECC's.

Enhancing consumer awareness through a range of communication channels 

Over the years, ECC Malta has prioritised consumer outreach to ensure individuals are informed about their rights and services. From on-site stands in shopping malls to participation in national events, the Centre actively engages the Maltese public. Today, its outreach strategy encompasses various platforms, including radio programmes and targeted initiatives, aiming to connect directly with consumers and inform them about their consumer rights within the EU.

Connecting through collective networks 

Being part of ECC-Net enables ECCs to collaborate and learn from one another, enhancing the overall quality of consumer support across the EU, Norway, and Iceland. Regular meetings and workshops serve as vital platforms for sharing best practices and innovative ideas. A particularly memorable occasion was the Presidency’s Event in 2017, which coincidentally also marked ECC Malta’s 10th anniversary. The event focused on enhancing communication strategies and presenting consumer rights in an even more engaging and impactful manner.

Facilitating consumer support through accessible resources

ECC Malta consistently works to simplify access for consumers seeking assistance. By providing multiple contact channels and various online resources, the Centre ensures help is readily available. This commitment to making information accessible reflects ECC Malta’s ongoing mission to enable individuals to effectively navigate and uphold their rights with the knowledge and support they need.

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Celebrating 20 Years of Consumer Protection at ECC Austria

ECC Austria proudly marks its 20th anniversary this year, having been an integral part of the European Consumer Centre Network (ECC-Net) since 2005. With a strong partnership with the Austrian Consumer Protection Association (VKI), the ECC has helped initiate court actions that advanced consumer rights, making a lasting impact not just in Austria, but across the European Union.

Empowering young consumers

One of ECC Austria's focus areas is educating the younger generation about their consumer rights. The 'Konsument in der Schule' initiative engages students by incorporating knowledge of consumer rights into school curricula, supported by Konsument, a consumer magazine featuring articles written by ECC Austria. This program equips students with the skills needed to navigate the marketplace confidently.

Raising consumer rights awareness through a public transport campaign

ECC Austria has initiated public awareness campaigns in bustling cities like Vienna and Innsbruck, informing consumers about their rights and the services provided by ECC-Net. With hundreds of thousands engaging with the campaign, ECC Austria is actively promoting consumer rights and ensuring access to valuable support.

Enhancing international collaboration

In 2024, ECC Austria hosted expert exchanges with officials from Georgia and Japan, addressing challenges such as digitalisation and consumer protection. These collaborations aimed to share best practices and enhance global dialogue in cross-border consumer issues.

Strengthening cooperation through study visits

To strengthen collaboration throughout the ECC Network, ECCs regularly engage in study visits, allowing colleagues to share expertise and deepen their understanding of various approaches and local affairs. In 2024, ECC Austria hosted a study visit in Innsbruck to discuss assisting consumers in cross-border cases. 

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ECC Estonia celebrates two decades of consumer protection

Since joining the European Consumer Centres Network, ECC Estonia has built a strong reputation for supporting Estonian consumers with cross-border shopping and travel issues. Their support ranges from e-commerce and digital services to passenger rights, helping thousands of consumers find solutions without court intervention. This boosts consumer confidence and contributes to the functioning of the EU internal market.

A strong presence in consumer advocacy and awareness

ECC Estonia collaborates closely with national authorities and stakeholders, integrating national expertise with EU cooperation to enhance consumer protection enforcement and policy in Estonia. 

Furthermore, the ECC is well-regarded in the Estonian media. Consumers are informed about their rights through monthly articles, interviews, and social media. Specifically, the ECC focuses on topics like the digital market, travel, and sustainable consumption. Additionally, they inform and advise travellers directly during the annual Air Passenger Rights Awareness Event and the National Tourism Fair.

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ECC Ireland celebrates the 20th anniversary of the ECC Network

Celebrating two decades of dedicated service, ECC Ireland has been a cornerstone for thousands of consumers, guiding them in understanding their rights and seek fair solutions in their shopping and travel experiences. As a proud member of the European Consumer Centres Network, the Irish team collaborates closely with consumer authorities to untangle cross-border issues and ensure that consumers feel empowered and supported no matter where they are in the EU.

Recovering over €200,000 for consumers in 2024

Since 2024, ECC Ireland has been hosted by the Competition and Consumer Protection Commission (CPCC). Throughout the year, the team responded to 2,317 consumer queries. The Centre successfully recovered an impressive €203,390 on behalf of both Irish and European consumers, addressing concerns from faulty goods and non-delivery to travel delays and cancellations, illustrating the day-to-day challenges that many face today when navigating cross-border transactions across Europe.

Recognition and future focus

During the anniversary celebrations, the efforts of the ECC Network and ECC Ireland were recognised by European Commissioner Michael McGrath, who acknowledged their contributions to consumer protection. Looking ahead, ECC Ireland remains committed to supporting consumers and effectively resolving cross-border issues, ensuring that they can continue to shop and travel with confidence.

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Check back regularly for more highlights of the ECC Network, as we will update this page regularly throughout 2025.