European Consumer Centres Network

The European Consumer Centres, French Centre européen des consommateurs ( CEC), English European Consumer Centre is a European network of a total of 29 information offices, some with regional offices that exist in each Member State of the European Union plus Norway and Iceland. The common center of Germany and France is based in Kehl. Its German name is Center for European Consumer Protection ( ZEV ). The European Consumer Centres inform consumers about the risks and opportunities of the European internal market, in particular cross -border purchases of goods and services and help with problems with traders in another EU Member State. The centers and the ECC-Net as an umbrella organization, in contrast to consumer organizations no non-governmental organizations and in contrast to the consumer centers not independent, but have been set up by the European Commission and carried out jointly by the Community and the Member States ( plus Norway and Iceland ) financed.

History

The network of European Consumer Centres Network ( ECC-Net ) was established in January 2005 through the merger of two networks of official consumer protection bodies: the network for out-of -court settlement of consumer disputes ( EEJ -Net; acronym for Network for the extra - judicial settlement of consumer disputes ) and the network of European Consumer information Centres ( Euroguichet ).

The European Information Centres were responsible for providing information, advice and legal representation of consumers in the internal market since 1992. The EEJ -Net, founded in 2001, consisted of clearing houses that have helped consumers resolve disputes with businesses in other EU countries by way of arbitration.

Since 2006 exists in each Member State at least one national focal point of the ECC network. Currently, there are 29 centers, one in each Member State plus Norway and Iceland. Depending on the country they are in different facilities houses (ministries or other public entities; independent associations, etc. ).

Tasks

The European Consumer Centres support consumers in the use of the single European market:

• Publications on rights and obligations for cross- border purchases of goods and services;
• Answering direct questions from customers and suppliers;
• Assistance and support to consumers with complaints;
• Support for consumer demand in a lawsuit.

In order to facilitate out of court dispute resolution ECC work closely with national arbitration centers and support the competent national authorities in the development of new alternative dispute resolution procedures.

In addition, the ECC gather information on current consumer issues and prepare these for statistical and policy purposes. Perform comparative legal analysis and cross-national studies on various consumer issues and forward the results to the legislature and national enforcement authorities.

The ECC -Net is also working with other European networks such as the FIN -NET ( Financial Services ), SOLVIT ( internal market), the Enterprise Europe Network, the Europe Direct network and the European Judicial Network in civil and commercial matters.

Operation

If consumers themselves reach an agreement with the foreign retailer where they purchased a product or service, they can contact the ECC in their home country. The ECC are available by telephone, fax or e -mail, in some centers, the staff are also available for personal interview.

The ECC contacted translated, if necessary, the necessary documents and forwards them to the center of the country where the merchant is located. The local ECC tries to reach an amicable settlement in the case with the seller, however, can not be judicially active.

Pay

2010: The network of European Consumer Centres was 2010 more than 71,000 cases with free help and advice page. Thus, the number of operations conducted has increased compared to 2009 by 15 percent. Every third complaint was made against a service provider, of which around 60 percent against airlines. On -line transactions accounted for more than half of the complaints that were handled by the network in 2010 ( 56.2 %).

2008: The ECC -Net had over 62,000 consumer contacts in 2008, of which 54% were complaints and 46% of requests for information. Most complaints concerned transport services in 2008 ( 33.23 %), recreation and cultural activities ( 25.42 %) as well as restaurants, hotels and other accommodation facilities ( 13.38 %). Together figured the three areas around 72 % of all complaints received in the ECC.

2007: the ECC -Net The centers came together in 2007 to approximately 55,000 consumer contacts. Most of the complaints that were handled by the ECC, related contract terms (25% ), the product or service ( 22.4 %) and delivery problems (20 %). In 22 % of all registered disputes focused on transport services and, in particular, to air travel, followed by recreational and cultural areas ( almost 12 %) and audiovisual services ( almost 10 %). More than half of the complaints were related to the online trade.

Background

The Consumer Policy of the European Commission aims to provide consumers with better and be better informed about their rights and obligations and to promote cross-border trade in the internal market. Consumer spending represents 60 % of GDP in the EU internal market, yet only one in five Europeans is aware that he the same basic consumer rights apply in all Member States; and only a third of the EU population knows that she has throughout the European Union guarantees for the safety of purchased products.

Although the most important consumer rights are same across the EU, yet soft, the laws of the Member States are still in some areas significantly from each other. This fragmentation of the law of confusion for consumers, since they vary from one Member State to enjoy a different status under certain circumstances.

The lack of confidence that their rights are protected across the EU outside the country seems to be one of the decisive inhibiting factors that EU citizens buy rare outside their own country. Only around 12 % of EU consumers buy per year outside their country of residence goods or services there to complete, and this even predominantly on vacation.

With the help of the ECC -Net, the European Commission will also enhance consumer confidence and ensure enforcement of consumer rights in all Member States.