When your rights know no borders – ECC-Net in 2024

In 2024, the European Consumer Centres Network (ECC-Net) assisted nearly 134,000 consumers across Europe in resolving cross-border consumer issues. Legal assistance, advice, and mediation were provided entirely free of charge, with 59% of complaints resolved amicably.

European consumers share their experience

User experiences speak volumes. Here are some sincere reflections:

"I really appreciate your prompt and professional assistance in resolving my consumer issue. Your expertise and understanding saved me valuable time and relieved my worries. Thank you for your outstanding support." – Consumer from Slovenia

"We tried several times on our own, but with no success. You are the ones who made it happen." – Consumer from the Netherlands

"Thank you very much for taking care of my case. The amount itself wasn't that important. I am deeply grateful that I could count on your help, that you took my complaint seriously and handled it with great dedication." – Consumer from Poland

"I had already given up hope, but I was pleasantly surprised by the responsiveness and professional attitude of your centre. I will gladly spread the word about you and your great work." – Consumer from France

"Once again, thank you for your support. In my direct communication with the trader, I hit a wall that I couldn't get past without your help. I was also pleasantly surprised by the professionalism and efficiency with which my case was handled and by the fact that there are national and European institutions that truly work." – Consumer from Romania

The voice of consumers at European level

The ECC-Net provides reliable data on consumer problems within the internal market, which can serve as a valuable source of information for policy-making at both national and European levels. Based on its experience in dealing with consumer cases, the ECC-Net publishes opinions and documents addressing important consumer issues and brings them to the attention of key stakeholders. In doing so, it contributes to the representation of consumer interests in the development of legislation and the implementation of measures.

In 2024 and 2025, passenger rights and mobility have been at the forefront of public debate. The network issued a statement on this topic, presenting concrete proposals to strengthen consumer protection in these areas. Based on its extensive practical experience, the ECC-Net is also actively involved in expert discussions accompanying the preparation of new legislative proposals.

In 2024, it also published materials on recurring issues such as dropshipping and parcel delivery.

Cooperation for more effective assistance

The ECC-Net centres work daily with goods and service providers to streamline the complaint process and provide faster, more effective solutions to consumers. This enhances the network's ability of better representing consumers' rights where it matters most – in real life.

By organising events and meetings, the ECC-Net brings together experts, policymakers and other stakeholders in the field of consumer protection, thereby strengthening cooperation and mutual understanding of consumer protection challenges. It also regularly organises workshops for the general public or targeted consumer groups in order to raise awareness of their consumer rights and help improve their enforcement.

Photo: Tadej Bavdek