The European Consumer Centers Network (ECC-Net)

The European Consumer
Centers Network (ECC-Net)

La Rete dei Centri Europei Consumatori
                            (ECC-Net)

                            ECC-Net: 27 Stati membri,
                            (UK), Norvegia e Islanda

                            Consulenza e assistenza
EUROPEAN CONSUMER CENTRES

                            gratuite ai consumatori nelle
                            controversie transfrontaliere
NETWORK

                            Rafforzare la fiducia dei
      2
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                            cittadini nel Mercato Unico

The European Consumer Centres Network (ECC-Net)

   Co-funded by the European Union (DG
    JUST/EISMEA) and each of the
    participating states

   Result of the merger of two former networks
    (the Clearinghouses/”EEJ-Net” and
    “Euroguichets”)

Centro Europeo
                            Consumatori Italia

                            Co-finanziato dall’UE (50%),
                            dal Ministero dello Sviluppo
                            Economico e dalla Provincia
                            Autonoma di Bolzano (50%)
                            No personalità giuridica
EUROPEAN CONSUMER CENTRES

                            Gestito da Adiconsum e dal
                            Centro Tutela Consumatori e
NETWORK

                            Utenti
                            2 uffici: Roma (sede centrale) e
      4

                            Bolzano (sede transfrontaliera)
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                                                               Legend

Member of the ECC-Net since 2005

Centro Europeo Consumatori Italia
                              I nostri servizi

                             Informazione       Assistenza        Cooperazione       Assistenza
                             e consulenza          per la          con autorità     per l’accesso
                             preventiva ai       gestione di          preposte      ADR/ODR &
EUROPEAN CONSUMER CENTRES

                              consumatori         reclami        all’applicazione    procedure
                              per questioni      individuali      delle norme a      giudiziarie
                            transfrontaliere   transfrontalier        tutela dei    transfrontali
NETWORK

                                                      i            consumatori            ere
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      6

1st mission: preventive consumer information

   “The objective of the European Consumer Centres’ Network is to provide
    a full service to consumers from information to dispute resolution to
    enable them to take full advantage of the internal market, without risks to
    their health, safety and economic interests.”
    ECC-Net Vademecum

1st mission: preventive consumer information
Joint-Project “ECC-Net: Travel“ App

1 App to assert your rights while travelling in Europe
25 languages
30 countries
101 situations
Free of charge
Available offline
Joint-Project of the ECC-Net

The specificities of cross-border disputes

Geographical     Difficulties of                          Cultural
  distance      communication      Language barriers    differences

                                                       Complexity and
                    Different                          length of cross-
 Prejudices       legislations     Ignorance of law      border legal
                                                         procedures

2nd mission: assistance in individual complaints

   Encourage and help consumers to make contact with the trader,
    where appropriate, and to assist consumers if requested in the process of
    handling a complaint
   Inform consumers of their rights and duties in terms of procedures and
    time-limits in relation to a complaint
   Inform consumers on the options available in case of a complaint
   Inform consumers about external translation services, when required

2nd mission: assistance in individual complaints

Infoanfragen                       Ein paar Zahlen

                                             2018

                       2.628 Richieste di   6.602
                             2010
                       informazione nel
                            2.628
               2005          2010

               1.627
    1996
     503

Requests / topics 2018

Richieste di consumatori italiani / settore
                                                       economico - 2020

                            In totale 11.385 richieste
                                                    8,58%               Trasporto
                                                                        Servizi culturali e del
                                                    4,44%
                                                                        tempo libero
                                                 3,52%
                                                                        Prodotti e servizi vari
EUROPEAN CONSUMER CENTRES

                                        11,86%                 43,31%

                                                                        Ristoranti e alberghi
                                                                        Comunicazione
                                         9,12%
NETWORK

                                                                        Non rientrano nella
                                                                        classificazione
      14

                                                                        Altri
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                                                      19,17%

Come abbiamo gestito l’emergenza
Covid?

Le attività del CEC Italia nel settore del
                              turismo
                            - comunicati e conferenze stampa
                            periodiche o in caso di problemi emergenti
                            (cancellazioni massicce, fallimento di
                            vettori ecc.);
EUROPEAN CONSUMER CENTRES

                             - interviste rilasciate ai media
                                                                         Slide library

                              - sostegno alle campagne di
NETWORK

                              sensibilizzazione della Commissione
                              Europea.
      16
      SLIDE

Cross-border complaints

A complaint: which options for consumers?

                                      Contact a consumer
       Claim to trader
                                  association, the ECC in case
 (client / consumer service)
                                    of cross-border dispute

      Contact an ADR                        Go to court

Dispute resolution

   In 50 % of all normal complaints, an
    amicable solution was found
   If no solution can be found, these are further
    steps:
     • Alternative Dispute Resolution /
       Online Dispute Resolution
     • Small claims procedure
     • European payment order

4th mission: observatory and relay

Facebook: Centro Europeo Consumatori Italia

  (https://www.facebook.com/CentroEuropeoConsumatori/)

                  Instagram: ecc.italy

          (https://www.instagram.com/ecc.italy/)

       Twitter: Centro Europeo Consumatori Italia

              (https://twitter.com/ECCItaly)

      YouTube: Centro Europeo Consumatori Italia

https://www.youtube.com/channel/UCyFNtAByXusFIgZChNgZf
KA

Vielen Dank für Ihre Aufmerksamkeit

                                      Europäisches Verbraucherzentrum
                                            Italien – Büro Bozen
                                          Brennerstr. Nr. 3, Bozen

                                             Tel. 0471-980939

                                         info@euroconsumatori.org
                                        www.euroconsumatori.org