The European Consumer Centres Network (ECC-Net) is a pan-European organisation with 29 centres and 150 legal experts that help consumers in the EU, Norway and Iceland get redress when their rights under EU consumer law are breached. Such rights can apply to consumer contracts, payment options, pricing rules, VAT, shipping and delivery conditions, guarantees and returns, passenger rights and hotel accommodations[1]. The breaches in EU consumer law can occur when you buy goods or services in person or online and when you travel to any other EU Member State, Norway and Iceland.

When needed, the ECC-Net will provide you free-of-charge information on your rights and protections under EU law as well as expert advice on cross-border disputes with businesses. If necessary, the ECC will try to find an amicable solution with the trader involved. If the trader does not want to cooperate, the ECC will advise you to seek redress through other out-of-court mechanisms (such Alternative Dispute Resolution, which you can find below) or court procedures (small claims procedure, which is explained in the judicial enforcement section).

The Consumer Centre will help you only if 

1. the problem happened in an EU country different from yours,
2. you have already claimed the company in writing,
3. you have not started a legal procedure and 
4. the case is not related to fraud.

When you select the ECC of your country, you will find the concrete information to submit a complaint. The full list of European Consumer Centres is available here.

• To process your complaint online, you will have to provide your personal data, the name of the trader involved (airline, shop or hotel), a description of the problem (with the date and the main events), the solution you wish (exchange, reparation, reimbursement…) and documentation (proof of payment, conditions, e-mails exchanged with the trader…). Once submitted, the Centre will process your case and indicate if the solution you wish is judicially possible.
• If you cannot solve the issue with the trader yourself, the ECC will try to find an amicable solution (that requires the agreement of cooperation of the trader). Unfortunately, the ECCs do not have enforcement powers and cannot force the trader to comply with the law. If this voluntary procedure does not work, they will refer you to the most appropriate enforcement body such as Alternative Dispute Resolution Mechanisms (See next point).

Italy: When organising a trip to Italy, a consumer purchased six tickets to visit the Colosseum with her family and friends. But due to the pandemic, the group could not travel. The seller issued a voucher so they could take the trip at a later date. After several months, consumer’s brother, with whom she had planned to travel, died. Due to this loss, the consumer could no longer go through with the original plan, so she decided not to travel to Italy at all. When she asked for a refund, she received no answer. ECC-Net intervened, after which the seller refunded the six tickets.