European Consumer Centres Network
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The European Consumer Centres Network (ECC-Net) is an EU-wide network co-sponsored by the European Commission, the Member States, Norway and Iceland. It is made up of 29 centres, at least one in each of the 27 EU Member States and also in Iceland and Norway. They work together to provide consumers with information on cross-border purchase of goods and services. Furthermore they provide assistance in the amicable resolution of cross-border complaints and out of court procedures.
History
The current European Consumer Centres Network (ECC-Net) was established in January 2005 after the merger of two existing consumer protection networks: the Network for the extrajudicial settlement of consumer disputes (EEJ-Net) and the Euroguichet Network.
The launch of the Euroguichets started in 1992 to conduct information, advisory and promotional campaign in the area of consumer issues. The EEJ-Net was founded in 2001 to help and to advise consumers in the implementation of their rights within the disputes settlement of cross-border cases by methods of Alternative Dispute Resolution (ADR).
In 2006, all the Member States had at least one national contact point belonging to the ECC-Network. Currently the network has 29 centres, one for each of the 27 Member States, Norway and Iceland. Depending on the country some centres have been attached to ministries or other public authorities; some were situated in independent associations or even other structures.
Objectives
The ECC-Net has the following objectives with a view to assisting consumers:
- to provide information so as to enable consumers to purchase goods and services in the internal market with full knowledge of their rights and duties;
- to respond to direct requests for information from consumers or other parties;
- in the event of a complaint, to help and support consumers in their contacts with the business operator;
- where necessary, to help consumers in the event of a dispute.
In addition, ECCs develop with national out-of-court bodies an efficient and effective co-operation and they assist the national authorities in the promotion and the development of new out-of-court schemes.
Furthermore, the ECCs are collecting and analyzing information on consumer cases for statistical and policy-making purposes. They conduct cross border comparisons of legislation and other issues of consumers' concern on a wide range of topics and their reports are shared with policy makers and enforcement authorities.
This network also cooperates with other European networks, namely FIN-NET (financial), Solvit (internal market), Enterprise Europe Network, Europe Direct, European Judicial Network in civil and commercial matters.
Mode of operation
Consumers that could not find a solution to their complaint with a trader from another country can contact the ECC of their home country for support. Consumers can turn for help to the ECCs by telephone, fax or email, and to some ECCs in person.
The contacted ECC will translate documents, if necessary, and forward them to its sister centre in the country of purchase which will contact then the trader trying to find an amicable solution. The ECC cannot compel traders to take any action.
Figures
2008: ECC-Net handled over 62,000 contacts with citizens in 2008, 54% of which were complaints and the rest information requests. In 2008, consumers complained mainly about transport services (33.23%), recreational and cultural services (25.42%) and restaurant, hotel and accommodation services (13.38%). These three sectors generated 72% of all complaints received by ECC-Net.
2007: ECCs handled 55.000 contacts with consumers. Most complaints tackled by ECCs concern contract terms (25%), product and service (22.4%), and delivery (20%). 22% of complaints recorded by the European Consumer Centres dealt with transport services and notably air passenger rights, followed by recreational and culture services (almost 12% of the complaints) and then by audio-visual services (almost 10%). More than half of complaints concern on-line transactions (55%).
Background
Consumer policy as pursued by the European Commission aims to provide better and more complete information to consumers, to promote intra-European purchases and make consumers aware of their rights. Private consumption represents 60% of Europe's GDP, but only one consumer in five knows that in every European country the same fundamental consumer rights apply; only one third of the EU population is aware that the safety of products bought in Europe is warranted within the whole Union.
Even if the key consumer rights are the same across the EU, significant differences still exist in the laws of the Member States. This legal fragmentation is a source of confusion for consumers who may be subject to a different treatment from one Member State to another.
The lack of consumer confidence that their rights will be protected in other EU countries seems to be the strongest limitation to cross-border consumption and this explains why only 12% of citizens make purchases outside their country of residence. Moreover, most existing cross-border purchases are made during holidays.
Through the ECC-Net, European Commission wants to strengthen both consumer trust and the effectiveness of consumer legislation.
