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Consumer Protection

Enquiries from consumers increase in European Consumer Centres


The report revealed that European Consumer Centres across the EU handled more than 72,000 enquiries from consumers during 2012. More than half of these contacts related to 32,000 complaints about a purchase made in another EU country, Norway or Iceland. Around 60% of complaints concerned e-commerce.

More than half of complex complaints were resolved amicably or passed on to other organisations: 45% of the complaints were successfully closed after the ECCs reached an amicable settlement with the trader and 13% were passed on to other organisations (e.g. Alternative Dispute Resolution entities, enforcement authorities or courts).

Of interest