For free advice on cross border purchases the ECC-Net is able to provide advice and assistance to help you resolve the complaint.
Free, personalised help for consumers having problems with cross-border purchases in the EU, Iceland or Norway
The European Consumer Centres Network (ECC-Net) comprises 30 centres in all 28 EU Member States, Iceland and Norway. The centres offer free and personalised information, advice and assistance to consumers having problems with cross-border transactions in another country within the network.
The network helps citizens to ensure that their consumer rights are respected and to reap the benefits of the Single Market.
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ECC Net Contact details
The history of the ECC-Net
10 years of engagement for better consumer protection across borders
The ECC-Net is born from the merger of the Extrajudicial Settlement of Consumer Disputes (EEJ-Net) and European Consumer Infocentres (Euroguichet) networks. It is an example of the collaboration between the national and EU levels, as ECCs are hosted by public bodies or non-profit organisations in the Member States, Iceland and Norway and co-financed by the European Union.
ECC-Net has grown in size over this first decade. Since 2005, at the pace of EU enlargement, three new ECCs have been created: in Bulgaria and Romania in 2007, and in Croatia in 2013.
But from the outset, ECC-Net’s mission has been very clear: increase trust in cross-border shopping, and therefore help consumers to reap the full benefits of the Single Market. That meant cutting through the complexity of EU consumers’ rights in cross-border transactions, and anticipate emerging trends.
Since 2005, the reality of the European consumers has dramatically evolved, and so have the expectations of European consumers. The annual number of information and assistance requests handled by ECC-Net rose from 43 000 in 2005 to over 80 000 at the end of 2013. The dominant factor for this increase is e-Commerce, as it nowadays represents over 60% of all complaints – and is expected to grow further.
Find out more: ECC-Net 10th anniversary Annual Report
Increasing trust in EU cross-border commerce
The mission of the European Consumer Centres (ECC-Net) is to provide free help and advice for consumers across the EU, Norway and Iceland, for those having problems with cross-border purchases.
Fundamentally we contribute to enabling consumers to better understand and assert their rights as European citizens, and make the most of Europe's Internal Market.
Our mission is to make sure that cross-border commercial legislation is properly understood and respected. As such, it is a two-way process, as we also aim at increasing awareness of consumer rights among traders too. In practical terms, we help them to ensure that their products, services and practices meet all legal requirements when dealing with foreign consumers.
In the case of disputes between consumers and traders, ECC-Net aims at finding compromises and establish relationships based on trust, equal treatment, transparency and confidentiality.
As a network of 30 national Centres, ECC-Net endeavours to ensure effective communication and working relationships between the Centres. Each Centre aims at continuously improving the quality of the services, and increasing visibility individually as much as collectively – being a united, co-working network.
ECC-Net has an additional role, which is that of supporting the improvement of policies and legislation. To that end the Centres collaborate with EU- and national-level authorities by identifying vital consumer rights issues, and anticipating necessary evolutions of the legislative processes. In this way, ECC-Net contributes to strengthening national and EU legal frameworks and implementation of consumer law.
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