Brussels, 11/04/2011 (Agence Europe) - Although well-informed consumers easily snap up the best offers, know their rights and do not hesitate to complain in the event of a problem, there are not many of them in the EU. According to a Eurobarometer survey published on Monday 11 April to mark the annual European consumers summit, fewer than 50% of European consumers who responded feel confident, well-informed and well-protected. Vulnerable consumers struggle to understand the choices they are faced with, are unaware of their rights and are disinclined to take action in the event of problems, due to a lack of vigilance and skills.
In the view of John Dalli, Commissioner for Health and Consumer Policy, these results are worrying because they indicate “that a significant number of consumers are potentially vulnerable to frauds, scams, pressure selling, and do not know they can re-consider their choices and avoid unnecessary purchases. If consumers cannot easily make choices and avoid harm, not only do they suffer but so do the innovative, honest businesses which drive growth.” The commissioner stresses the importance of taking account of these results in order to help consumers “in an increasingly complex market and in the face of information overload”.
The survey, which was carried out in 2010 in 29 countries (EU27, Iceland and Norway), asked a representative sample of 56,471 consumers 70 questions to gauge their skills, level of awareness of their rights and capacity to stand firm in having their rights recognised.
Skills. The survey reveals that consumers struggle to make simple calculations. Just 45% of them correctly answered three questions related to consumption asking them to deal with figures. Two out of every 10 respondents were unable to choose the cheapest option to buy a flat screen television. Just 58% of respondents were able to read the list of ingredients on a label correctly, and 18% were unable to find the expiry date. Just 2% of consumers recognised five public information logos. Similarly, 33% of respondents thought that the EC label meant “made in Europe”, and just 25% of them knew what it did mean (“Product which complies with EU legislation”). Many of them were unable to name a consumer defence organisation in their country.
Consumers' detriment and redress. More than one out of every five European consumers has notified a problem in the last 12 months. Although most consumers complained to retailers, most of those who failed to obtain satisfaction did not take the matter any further. Many consumers struggle to make simple calculations, to understand essential information, to detect illegal commercial practices or to be informed of their rights. Most respondents did not know that they are entitled to return a defective product, or to have it repaired or replaced.
The problems notified by consumers have been put at around 0.4% of EU GDP. More than one out of every five European citizens has had problems which justified them to make a complaint. People with less education and older people are the least inclined to demand reparation, but are no less likely to encounter problems.
Making consumers aware of their rights. Most of the consumers who responded are unaware of their fundamental rights, such as the right to have a defective product repaired or replaced, to be reimbursed for the said product within 18 days of its purchase, to cancel an online financial services contract within two weeks if they change their mind or find a better offer, or to cancel a contract taken out with a doorstep salesperson.
38% of consumers use the internet to compare products. The internet and the media should be able to help them to become more responsible, in their own best interests.
Eurobarometer (no. 342): http: //ec.europa.eu/public_opinion/index_fr.htm