Brussels, 13/10/2010 (Agence Europe) - ECC-net, the network of 29 European Consumer Centres (ECC), is growing in strength because the number of consumers who request assistance or free legal advice to resolve a problem during a purchase or a cross-border transaction, is growing. In 48% of cases, amicable solutions can be found, explains the report published on 12 October by the European Commission on the activities of this network.
According to the European Online Marketplace report, the network has a lot to celebrate for its fifth birthday. It has managed no fewer than 270,000 enquiries with consumers in the EU between 2002 and 2009. The number of enquiries has risen enormously - from 43,000 in 2005 to more than 60,000 in 2009.
John Dalli, European Commissioner for Consumer Policy, said that this ECC network was an important safety net for EU consumers who wanted to benefit from opportunities created by the internal market for finding cheaper prices and more choice in countries other than their own.
Last year, online purchases reached record complaint levels (55.9%). For the remainder, enquiries with the network mainly involved requests for information and advice. The main sectors affected by complaints involved the transport sector (30.6 %), leisure and culture (26.2%), as well as hotels and catering (13.3 %). More than three quarters of complaints regarding the transport services (75.6 %) involved air transport, where passengers demanded, for example, their money back or compensation for cancelled flights or damaged luggage.
In 2009, the problems presented to the consumer centres mainly involved the quality or characteristics of goods and services themselves (29%), delays or the absence of deliveries or supplies (21%), as well as contractual provisions (18%), as for example, provisions governing contract terminations.
The number of complaints revealing unfair trade practices or sales techniques was down. This is very good news.
Created in 2005, the ECC network exists in 27 EU member states, as well as in Iceland and Norway. In 2010, this network made a significant contribution, together with the support it received from the European Commission, helping passengers tackle cross-border litigation with airline companies when they fell victim to flight problems created by the well-known volcanic ash cloud. (A.N./transl.fl)