Verordening 2014/254 - Meerjarig consumentenprogramma voor de jaren 2014-2020 - Hoofdinhoud

European Consumer Centres Network - helping consumers exercise their rights when making purchases abroad

Providing members of the public with information, free advice and assistance when they make purchases abroad enables them to take full advantage of the European single market wherever, whatever or however they buy.

ACT

Regulation (EU) No 254/2014 of the European Parliament and of the Council of 26 February 2014 on a multiannual consumer programme for the years 2014-20 and repealing Decision No 1926/2006/EC

SUMMARY

WHAT IS THE EUROPEAN CONSUMER CENTRES NETWORK?

The European Consumer Centres Network (ECC-Net) is made up of 30 offices, one in each EU country, Norway and Iceland. It provides free advice to EU consumers, either online or on the spot.

KEY POINTS

Objectives

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  inform citizens of their rights under European and national consumer legislation,
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  give advice on how to deal with a consumer complaint,
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  help find amicable solutions to complaints lodged with traders by people buying something abroad, either while travelling or online,
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  redirect members of the public to an appropriate body if the Network cannot help.

ECC-Net cannot help EU residents who have a problem with a trader in their own country.

Centres are staffed by legal experts. They provide assistance on many consumer issues, including :

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  online shopping,
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  air passengers’ rights,
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  problems with car rentals,
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  various types of internet fraud,
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  timeshares / holiday clubs.

Funding

ECC-Net is funded through the EU 2014-2020 multiannual consumer programme, which is designed to provide a high level of consumer protection and to empower consumers through information and education.

A 2015 European Commission report on 10 years of the ECC-Net found it had 650,000 direct client contacts, with annual contacts doubling between 2005 and 2014. The report highlighted the ECC-Net’s important role in applying the EU’s consumer protection laws, while also noting continuing difficulties for consumers, particularly as regards the developing Digital Single Market.

BACKGROUND

The ECC-Net’s role in amicably resolving complaints with traders is backed by EU legislation adopted in 2013. Directive 2013/11/EU on alternative dispute resolution and the Regulation (EU) No 524/2013 on online dispute resolution help consumers and traders to solve disputes without going to court, in a quick, low-cost and simple way.

For details, see European Consumer Centres.

REFERENCES

RELATED ACTS

Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR) (OJ L 165, 18.6.2013, pp. 63-79)

Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR) (OJ L 165, 18.6.2013, pp. 1-12)

last update 14.09.2015

Deze samenvatting is overgenomen van EUR-Lex.