European Consumer Centres Network report

The European Commission has published the European Consumer Centres Network’s fifth anniversary report. Between 2005 and 2009, the network handled almost 270,000 contacts from EU consumers requesting advice or assistance on cross-border shopping.

In 2009, online purchases remained the main source of cross-border consumer complaints, representing 55.9 per cent of the total number of complaints. Most of the difficulties reported by ECC clients concerned: the quality or characteristics of the goods or services, problems with delivery and contract terms.

There has been a fall in complaints about unfair commercial practices. More than three out of four complaints relating to transport services (75.6 per cent) concerned air transport, such as compensation for cancelled flights or lost luggage.

The ECCs often achieve amicable settlements of complaints (48 per cent in 2009). When this is not possible, the complaint is transferred to other bodies, such as alternative dispute resolution bodies or national enforcement agencies. The ECCs also spread information, including publications for consumers on popular topics.

Another creation of the ECCs’ joint work is ‘Howard’, the online shopping assistant – an online tool aimed at helping consumers avoid fraudulent web traders and providing online shopping advice.

Talking about the report, EU Health and Consumer Policy Commissioner John Dalli said consumers can get effective and free assistance in their own country and in their own language.

The report was presented to MEPs at a special exhibition of the ECC Net in Brussels.

The report as well as the 2009 Annual Report of Malta’s European Consumer Centre can be viewed on the ECC Malta website: www.eccnetmalta.gov.mt.