The European Consumer Centres Network Celebrates its 15th Anniversary

The year 2020 marked the 15th anniversary of the European Consumer Centres Network (ECC-Net). This Network consists of consumer centres in every EU Member State, as well as in Norway, Iceland and the United Kingdom. The centres are cofinanced from European funds and national governments.

The ECC-Net main prerogatives are:

• Provide free information and advice to consumers who purchase products and services within the European Union, so that they are fully aware of their rights.

• Assist with out-of-court settlement of disputes arising between traders and consumers from different EU member

States.

Within this Network, more than one hundred and fifty legal experts provide free of charge assistance to consumers in twenty-four different languages. The ECC-Net helps consumers defend their rights, increase their trust in the internal market and maintain a high level of consumer protection in Europe. It also continues to increase its influence on European policy and decision-makers. The network offers a unique overview and reliable information about consumer affairs in the Internal Market which can be used for policy making in collaboration with European and national stakeholders.

While it fulfils an indispensable role in protecting consumer rights successfully, the ECC-Net faces new challenges all the time. Over time, complaints have become more complex and the number of consumers needing these Centres help is increasing.

Over 2020, the 30 ECCs have chosen the 12 most important topics in consumer rights. The chosen topics shed light on the network’s work and also provide an overview on the most serious issues encountered by consumers in the last 15 years. In November a new website, www.eccnet.eu, was launched containing a wealth of information to help consumers to exercise their rights and also aimed at traders to understand their obligations. This website includes reports, videos, consumer surveys, press releases and interesting infographics.

The future is never easy to predict. The coronavirus pandemic is proof of this. It proved that fast communication; goal-oriented case handling and strong international cooperation are needed to react to rapidly changing and unpredictable situations.

The impact of COVID-19 on the Gross Domestic Product of some Member States has been severe. Furthermore, unstable supply markets, bankruptcies and the changing travelling habits and consumption patterns of European consumers are among the likely medium-term outcomes of the pandemic. During the pandemic we have also seen an increase in scams and misleading practices taking advantage of consumers’ fears and vulnerability. The ECC-Net is ready to face these challenges and to adjust its information campaigns, services and activities quickly and flexibly. During these challenging times, the ECC-Net had to face a significant increase in consumer complaints, while at the same time having to switch to remote work overnight due to national confinement measures. Quickly and without disruption to the service, the ECCs adopted the necessary technical measures to continue serving European consumers. This was possible as over the last few years, the European Commission and the ECC-Net have developed a robust data management and case-handling IT infrastructure. A reliable information sharing platform enabled ECC Centres to provide a successful and efficient service in these exceptional times.

The revised Consumer Protection Cooperation Regulation, applicable since January 2020, has given the European Consumer Centres the power to send external alerts to the enforcement authorities and the European Commission. This mechanism allows to quickly identify consumer threats and to tackle them. The ECC-Net is ready to use this possibility in the upcoming months and years for a better protection of European consumers.

The consumers’ interest always comes first. Every decision taken is aimed at strengthening existing policies and advocating for new proconsumer EU legislation. The ECC Network is honoured to help contribute to the enhancement of consumer law protection for all EU citizens. As a Network we are committed to highlight the real needs of consumers at policymaking, implementation and enforcement level.

Since 2005, the ECC-Net has offered advice and support to more than 1 million European consumers and we look forward to continuing serving consumers throughout the next fifteen years and beyond.