10 years ago, the European Commission together with national governments established a network of European Consumer Centres (ECCs). Since then, between 2005 and 2014, consumers have turned to ECCs for help over 650 000 times. In this report, we read consumer stories: a car rental company charging for damage caused by someone else, a payment system charging the consumer double for an online flight booking, a football fan being charged for shipping costs of a football shirt when it was advertised as free. In such concrete cases, the ECCs’ assistance and intervention has made a real difference.
The European Consumers Centres Network – or ECC-Net for short – is a network of offices in the 28 European Union (EU) Member States, plus Norway and Iceland. It provides consumers living in those countries with information about their rights when making purchases in another of those countries either when travelling or online. If consumers encounter problems, ECCs help resolve their complaints, liaising with traders, working with other ECC offices when needed.