European Consumer Centres Network

Cross-border purchases

The reasons for consumers' lack of confidence in cross-border purchases was an issue raised in Eurobarometer 57.2. Respondents' answers reveal that the top reasons for lack of confidence are difficulties to resolve after-sales problems and to take legal action. That it was harder to resolve after-sales problems such as complaints, returns and refunds was a 'very important reason' for lack of confidence for 59% of respondents. Similarly, that it was harder to take legal action through the courts was also found as a very important reason by 51%.

Source: Eurobarometer 57.2 (Views on Business-to-Consumers cross-border trade), European
Commission, 2002

The European Consumer Centres Network

The European Consumer Centres Network (ECC-Net) is a EU-wide network to advise citizens on their rights as consumers in the Internal Market and to provide easy access to redress, particularly in cross-border cases. It provides consumers with information on available alternative dispute resolution (ADR) schemes, as well as legal advice and practical help in pursuing a complaint by this means. The aim is to ensure that consumers feel as confident when shopping in another country as they do at home. This one-stop shop service has been created by merging two previously existing networks: the European Consumer Centres or 'Euroguichets' and the European Extra-Judicial Network or 'EEJ-Net'.

What services do the centres provide?

• They inform consumers about the opportunities offered by the Internal Market.
• They advise individuals facing a consumer-related problem and support them in pursuing cross-border complaints.
• They advise on out-of-court-settlement procedures for consumers throughout Europe.
• They provide consumers with easy and informed access to such procedures across borders.
• They co-operate with each other and with other European networks such as the FIN-NET (Financial Network), SOLVIT and the European Judicial network in civil and commercial matters.
• They provide information on EU and national legislation and case law
• They conduct cross border comparisons of such things as prices, legislation and other issues of consumer concern.
• They provide the European Commission with important ‘grassroots’ information on consumer concerns.