• Last updated December 5, 2024
The European Consumer Centres Network (ECC-Net) issues a warning about a new and alarming scam in which fraudsters impersonate ECC-Net representatives. They contact individuals by phone and email, falsely claiming they can recover lost funds. While these scammers often target individuals who have previously fallen victim to financial scams, it is important to note that anyone could be approached. 

ECC-Net emphasises that it never requests payments or financial information and always provides its services free of charge.

 

What to look out for

The scammers employ convincing tactics, contacting victims via email and phone. They claim the ECC-Net has successfully recovered the victim’s funds, allegedly held in a Swiss bank in London, and require personal details for the transfer. Victims are pressured to act before a fake deadline. For example, they might state that ‘funds must be claimed before 30 December, or they will be donated to charity’.

Fraudsters further bolster their credibility with false claims of collaboration with the European Central Bank (ECB), financial regulators, and even Interpol. The European Consumer Centres Network does not collaborate with these authorities to recover funds and distances itself from these fraudulent activities. 

Important information: red flags

Here are key indicators that the communications are fraudulent:

  • False email signature
    The email signature refers to a ‘Chief Inspector of the European Consumer Rights Centre (ECC-Net)’. This position does not exist. 
  • Misuse of ECC-Net branding
    The scammers might use incorrect names, such as ‘European Consumer Rights Centre’, or manipulate ECC-Net logos. 
  • Suspicious email details
    The sender’s name in the email address often does not match the name in the signature. For example, it says the sender is ‘Andrew Werner’, but the signature says ‘Andrew Platt, and the email address does not correspond to official ECC-Net addresses.
  • False urgency
    Fraudsters fabricate deadlines and confront victims with the risk of losing their money if they do not act in time. Please note that ECC-Net does not offer services to recover lost funds and never contacts consumers to request payments or personal details.

Actions you can take

Have you received a suspicious message? Do not respond to the email, click or any links, or open any attachments. Handle your personal information carefully and do not share it over the phone. Instead, take the following actions.

  • Verify the source
    Find the official contact details of your local European Consumer Centre (ECC) and contact them directly using the official online form. Your local ECC will be able to tell you whether an email is genuine.
  • Be careful with personal information
    Keep information such as bank details and identification documents secure. Only share such information through verified, trusted channels when necessary. Please note that ECC-Net never asks for bank details or other sensitive personal information.
  • Remember that ECC-Net services are free
    The European Consumer Centre Network never charges fees for assistance. If you are asked to pay in advance or provide financial information such as an account number, stop communicating immediately. 
  • Report fraud attempts
    If you have received a fraudulent email or phone call, file a report with your local police station or their online reporting system. Please also inform your local ECC to help us warn other consumers about the scam.

As the election for a new European Parliament approaches, it’s important to remember the value of voting and participating in the election of our representatives in the European Union. Being part of a community, having access to a single European market, and having a high level of protection can greatly benefit our daily lives, work, travel, business, and interactions with the government or financial institutions. There are several networks in the EU, like the European Consumer Centres Network (ECC-Net), to support individuals, companies, organisations, or enforcement bodies with information, services, or assistance. We offer an overview of EU networks to assist in locating the right support.

How can EU citizens find the European networks? 

European networks are co-financed by the European Commission (EC) and have representations in all EU countries, Norway, Iceland and, in many cases, Liechtenstein. They can be located on the ‘European Union around me’ map by searching via geographical area, keywords, or the network’s name. Network teams are usually aware of other networks. If they receive an inquiry outside of their sphere of competence, they can inform individuals and guide them to the appropriate network for assistance.

EUROPE DIRECT Centres network: informs EU citizens and facilitates participation

The EUROPE DIRECT centres have been established in more than 400 locations across the EU. Their task is to explain European Union legislation and policies so people can understand them. They help bring the European Union closer to local communities and facilitate their participation in various Community development debates, surveys, and studies. The teams of the EUROPE DIRECT centres can directly inform citizens and stakeholders about funding programmes for education, social and other projects. In many countries, the EUROPE DIRECT Centres are one of the closest partners of ECC-Net. Joint initiatives, events, and information campaigns are often organised for the benefit of all stakeholders.

In case of problems with banks or other financial services, individuals can reach out to a representative of the FIN-NET network. It is a network of national organisations that assist in the out-of-court settlement of consumer complaints regarding financial services. The network covers EU countries, Iceland, Liechtenstein, and Norway. It was initially established by the European Commission in 2001 to promote cooperation between national ombudspersons in financial services and to provide consumers with easy access to alternative dispute resolution (ADR) procedures in cross-border disputes concerning the provision of financial services. FIN-NET currently has 62 members in 30 countries.

SOLVIT network: reminds public authorities of EU rights for citizens and businesses

The SOLVIT network assists EU citizens and businesses whose rights have been infringed by public authorities. It is a free service provided by the national administration in each EU country and in Iceland, Liechtenstein, and Norway. SOLVIT teams can help if citizens or business representatives have problems related to visas, capital movements, VAT refunds, renewing or recognising driver’s licenses, pension rights, family allowances, health insurance, and unemployment benefits.

More EU centres and networks

EU policies, programmes, and EU funds

There are dedicated centres and networks across the EU to inform citizens about specific EU policies, programmes, and funds, such as Erasmus+, Horizon Europe, Creative Europe Desks (CED), and the European Migration Network. 

  • Erasmus+ National Agencies provide information and support on the Erasmus+ programme
  • Horizon Europe’s national contact points offer guidance, practical information, and assistance on the Horizon Europe programme for research and innovation 
  • Creative Europe Desks (CED) help the European audiovisual, cultural and creative sectors to access funding opportunities
  • The European Migration Network (EMN) provides information on migration and asylum

Mobility centres

Several EU centres support mobility in the EU, such as the National Europass Centre, Eurodesk, Euraxess, Euroguidance, National Academic Recognition Information Centres, and the Enterprise Europe Network.

  • A National Europass Centre is the first point of contact for information about or support with Europass, a free European tool anyone can use to manage their skills, qualifications, and career.
  • Eurodesk raises awareness of European opportunities for young people
  • Euraxess supports researcher mobility and career development
  • The Euroguidance network promotes competence development and international learning mobility
  • The National Academic Recognition Information Centres in the European Union (NARIC) support the recognition of diplomas and periods of study undertaken in other countries
  • The Enterprise Europe Network (EEN) helps small and medium-sized enterprises (SMEs) with international ambitions

Want to know more? 

ECC-Net closely collaborates with various European Union networks, national consumer organisations, business associations, and policymakers to improve consumer rights across the EU as well as in Norway and Iceland. Find out more about our partnerships on Partnerships | European Consumer Centers Network (eccnet.eu).

The European Union has established numerous rights to protect consumers and travellers. However, the development of consumer habits and evolution of technologies, such as Artificial Intelligence (AI), require progressive consumer protection laws for the future. The European Consumer Centres Network (ECC-Net) provides recommendations to adequately protect consumers’ rights in the rapidly evolving digital world.

Evidence-based recommendations

Since 2005, ECC-Net has been promoting consumer rights. The network comprises European Consumer Centres (ECCs) across all EU countries, Norway, and Iceland. In 2023 alone, ECC-Net assisted consumers with over 124,000 cases concerning traders across the border and recovered almost 9 million euro.

As a key point of contact for consumers, ECC-Net identifies prevalent issues across the EU and provides evidence-based recommendations to enhance consumer protection legislation.

Focus areas for consumer protection

Based on our experience and complaints received from consumers, ECC-Net proposes that the new Members of the European Parliament take action in the following areas to protect consumers:

  • Digital marketplaces, payment services, and influencer marketing
  • AI applications in e-commerce, digital platforms and social networks
  • Travellers’ rights, specifically for air passengers

Accountability of digital marketplaces

In digital marketplaces, consumers often encounter challenges in assessing the reliability of presented products and identifying the sellers. This particularly applies to products from outside the EU, which may not adhere to European safety standards. Marketplaces should be accountable for allowing unsafe products in the EU and ensure sellers can be contacted or identified if necessary.

Secure online payments

Cyberthreats and fraud are becoming more prevalent and harder to recognise for consumers of all ages. Therefore, it is important to provide adequate security measures in online payment solutions. Payment service providers should be mandated to improve fraud detection and streamline consumer reporting. In addition, the reimbursement process through the card issuers’ chargeback mechanism needs to be standardised.

Clear rules for influencer marketing

The European Commission recently investigated influencers’ commercial posts and found that only 20% of the investigated posts were properly labelled as advertisements. This finding highlights the need for clear regulations that define influencer marketing, ensure transparency, and hold influencers accountable for issues with products.

Protecting consumers against AI

Artificial intelligence is becoming increasingly prevalent in consumers’ lives. For example, algorithms on online platforms leverage personal data to determine which products consumers are most likely to purchase. This may affect the ability of consumers to make informed and conscious choices when shopping online.

The European Union recently introduced the AI Act, providing an initial legal framework for AI use in the EU. However, the rapid technological advancement of AI requires frequent evaluation of this framework. New policymakers can also build upon this framework to address the risks of AI.

Establish an obligation to inform about AI use

For instance, the framework could include an obligation to inform consumers when an algorithm uses their personal information (related to their purchasing behaviour, health, or finances) to sell them goods and services. 

Ensure human contact options

Additionally, when a company delegates its customer service to an AI-powered chatbot, consumers should always be able to contact a human being instead.

Improving travellers’ rights

Key focus points for the upcoming legislative period include transport and travel regulations. This presents a perfect opportunity to modernise the 2004 air passengers rights regulation to better address current issues. Specifically, ECC-Net recommends to: 

Protect consumers against airline insolvencies

One issue that frequently reoccurs is airline insolvency. ECC-Net examined bankruptcy cases and found that EU passengers, on average, lose 431 euro when an airline declares bankruptcy. Therefore, it is urgent to establish a guarantee system to protect consumers when this happens.

Clarify ‘extraordinary circumstance’ 

In their daily practice, ECCs encounter issues with different interpretations of concepts such as ‘extraordinary circumstance’. This concept has not been defined in the current air passenger rights regulation. It would benefit both consumers and airlines to define the term and list specific events that could justify non-compensation from an airline.

Standardise luggage weight and size limits

ECC-Net advocates establishing standard weight and size limits for cabin luggage, which would make it easier to compare prices at the time of booking.

Ensure transparency by intermediaries

Online booking platforms and price comparison websites frequently present opaque pricing and may not promptly assist consumers or provide timely refunds for cancelled tickets. Therefore, ECC-Net suggests implementing specific rules for online booking platforms and online intermediaries.

Want to know more?

For a comprehensive overview of ECC-Net’s recommendations, please head to Consumer Empowerment: ECC-Net’s Recommendations Post-European Elections 2024/2029.

Online orders: the order button, or a similar function, must clearly indicate that, by clicking on it, the consumer assumes an obligation to pay

This applies even where the obligation to pay is also dependent on the satisfaction of a subsequent condition

In Germany, the tenant of an apartment – the monthly rent of which was higher than the maximum ceiling permitted under national law – asked a debt recovery undertaking to request his landlords to repay rent overpayments. He placed that order through that service provider’s website. Before clicking on the order button, he ticked a box to accept the general terms and conditions. According to those terms and conditions, tenants must pay the service provider a third of the annual rent saved where that provider’s attempts to assert their rights were successful.

In the ensuing dispute between the service provider and the landlords, the latter argue that the tenant did not give the service provider proper authorisation to act on his behalf. Indeed, the order button was not labelled with the words “order with obligation to pay” (or a corresponding formulation), as required by the directive on consumer rights 1. In that context, the question arose as to whether that requirement applies also where the tenant’s obligation to pay does not arise solely from the order 2, but in addition requires the successful enforcement of his or her rights. The German court seised of the dispute referred a question to the Court of Justice in that regard.

The Court holds that the trader must inform, in accordance with the requirements of the Directive, the consumer before he or she places the order through the internet that he or she, by that order, assumes an obligation to pay. That obligation on the part of the trader applies irrespective of whether the consumer’s obligation to pay is unconditional or whether the consumer is required to pay the trader only after a subsequent condition has been satisfied.

If the trader has not complied with his obligation to provide information, the consumer is not bound by the order. However, there is nothing to prevent the consumer from confirming his or her order.

NOTE: A reference for a preliminary ruling allows the courts and tribunals of the Member States, in disputes which have been brought before them, to refer questions to the Court of Justice about the interpretation of EU law or the validity of an EU act. The Court of Justice does not decide the dispute itself. It is for the national court or tribunal to dispose of the case in accordance with the Court’s decision, which is similarly binding on other national courts or

tribunals before which a similar issue is raised.

Unofficial document for media use, not binding on the Court of Justice.

The full text and, as the case may be, an abstract of the judgment is published on the CURIA website on the day of delivery.

1 Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights. The trader must ensure that the consumer, when placing his or her order, explicitly acknowledges that the order implies an obligation to pay. Where a button or similar function must be activated in order for the order to be placed, the button or similar function must be labelled in an easily legible manner only with the words ‘order with obligation to pay’ or a corresponding unambiguous formulation indicating that the placing of the order entails an obligation for the consumer to pay the trader. Otherwise, the consumer is not bound by the contract or order.

2 See in that context judgment of 7 April 2022, Fuhrmann-2, C-249/21 (see also press release No 60/22).

The Federation of German Consumer Organisations (VZBZ) has issued a warning to Temu due to several violations identified on the online marketplace.

According to the VZBC, Temu fails to provide transparency regarding the origins of the advertised high discounts. The VZBZ also criticized the unauthorized use of manipulative designs. Whaleco Technology Limited, the company behind the platform, has responded to the warning but has not issued a cease-and-desist declaration. The VZBZ will now consider pursuing legal action against Temu.

The VZBZ has warned Temu on various points, including:

  1. Discounts and reference prices
  2. Misleading carbon footprint reduction information
  3. Dark patterns: Temu displays numerous messages during the ordering process, such as “Hurry up! Over 126 people have this item in their basket” and “More than 54 users have bought repeatedly! Why not 2 at once…” These manipulative designs, known as dark patterns, have been prohibited under the EU’s Digital Services Act since February 17, 2024.

From the VZBZ’s perspective, Temu provides inadequate information regarding the authenticity of product reviews, although providers are obligated to disclose this information. Additionally, the VZBZ believes that the platform lacks information about the identity of product providers.

Read more: Press Release

 

 
 
 
 
 
 

“Check against delivery”

Good morning everyone,

Dear Ministers,

I’m delighted that you could join us today, along with over 500 people, I’ve been told!

This only shows how important consumer policy is.

2022 has been an exceptionally difficult year for people.  And on the back of a global pandemic.

These days it feels like we are dealing with crisis upon crisis.

But, as Jean Monnet believed, Europe is built through crises and ultimately is the sum of their solutions. Of course he was not wrong.

The COVID-19 pandemic gave rise to the EU’s first ever vaccine programme.

Today we have a Recovery and Resilience Fund.

This constitutes an unprecedented breakthrough in terms of financial solidarity amongst Member States.

Russia’s war of aggression against Ukraine has permanently shaped our internal and external policy as a Union.

An EU Agency – Eurojust – is collecting evidence of war crimes for the first time;

Member States have now agreed on 10 rounds of extremely tough sanctions which are making a major hole in Russia’s economy and its capacity to finance its illegal war;

And just over a week ago, the EU reached a deal to send Ukraine a million rounds of ammunition within the next 12 months. This is the first time EU Member States have jointly agreed to buy arms for a country at war.

These are historic steps for the EU.

Consumer policy has also had this treatment.

With regards to the energy crisis, there are limited possibilities for the EU to give money directly to consumers to help them with their energy bills or confront the costs of inflation. But we can help in other ways.

At the end of last year, we brought together high-level representatives of European consumer organisations, regulators, distributors and energy suppliers to agree to a set of guiding principles. These included:

Ensuring basic needs are met for all;

As well as making sure consumers are not left without energy this winter.

I mentioned the Recovery and Resilience Fund. Member States are now revising their national recovery plans to ensure RRF financing can go towards ensuring access to affordable energy for all.

This means:

support for low-income people to access renewable energy;

public investment in energy-refurbishments of social housing;

and means-tested grants for energy renovation of individual accommodation.

These are unprecedented measures for unprecedented times. And as a Union, we are better for putting them in place.

Let me give you another example in the consumer policy field.

In this cost-of-living crisis, many consumers had to turn to quick and cheap credits for their basic needs.

Once adopted, our new rules on consumer credit will help prevent people from spiralling into unforeseen debt.

Consumers will be better protected when taking out new credit products like Buy-Now-Pay-Later schemes.

They will be able to make much more informed choices when applying for credit because lenders must ensure consumers have easier access to key pre-contractual information.

And it will no longer be possible to offer excessively expensive credit.

At the same time, and while I wouldn’t dare question Jean Monnet’s logic, I believe that as a Union we also show strength in how we prepare for future turbulence.  

We do this by remaining committed to our priorities while protecting consumers.

This is what this year’s conference is all about: moving ahead while managing crises.

The reform of the EU’s electricity market design that we proposed two weeks ago, for example, will boost renewables to end our dependence on fossil fuels.

This is in line with our ambitions for the green transition.

But it also supports consumers with high energy costs because green energy is also more affordable for consumers than fossil fuel.

Let me give you another example.

Digitalisation and technology have expanded much faster than our product safety legislation. More and more people are shopping online where today they are less safe than if they were shopping offline.

It is urgent that we update our product safety rules.

The new General Product Safety Regulation, on which we had a political agreement last year, will apply to new technology products, as well as software and other apps with safety risks currently on the market. Think about a baby monitoring app for a mobile phone, for example.

But we go further.

By ensuring flexibility in the definition of a product so that consumers are protected from whatever products appear on the market over the next twenty years.

We are not thinking just about the ‘here and now’ but about how we can prepare for the future too.

In fact, the entirety of the New Consumer Agenda is forward looking. Now more than ever it is important to keep moving ahead with it.

As I said when we first announced the agenda back in 2020, European consumers are at the core of global change.

Because their trust in digitalisation and their choice to buy sustainably today, will shape our future tomorrow.

I know a majority of consumers have encountered unfair practices when shopping online over the past year.

According to the Consumer Conditions Scoreboard we published yesterday, the vast majority of consumers expressed concerns about their safety online. 94% said they were worried about online targeted advertising.

Yes, new EU rules have been adopted to strengthen consumer protection. But markets continue to evolve rapidly and many stakeholders – including many of you here today – believe there are gaps in our existing rules.

This is why we are now looking at the key EU consumer laws to see exactly where it need to be updated for the digital era.

The same survey I mentioned also shows us that 43% of consumers are not influenced by environmental concerns when shopping.

This contradicts with the fact that the vast majority believe they should personally do more than they currently do to contribute to the green transition and tackling climate change.

This is clearly a problem.

If we don’t empower consumers to make sustainable purchasing choices, they won’t be able to contribute.

But we need them to.  So, we need to make it easier for them.

We are doing this by protecting consumers from unfair commercial practices and ensuring they have better information about what they’re buying.

I am grateful to the Swedish Presidency for their support on this. Hopefully we will be able to start negotiations in the next couple of months.

Another example, last week the Commission presented new proposals on the substantiation of environmental claims and labels and for promoting the repair of goods over replacement.

With the proposal on repair, consumers will have easier and cheaper options to repair products.

These rules will ensure that more products are repaired, whether they are covered by the legal guarantee or not.

There will even be a new online matchmaking repair platform so that consumers can easily find repair services around them.

But, last week’s proposal came on top of other existing tools. For example, last year, the Commission proposed new rules to ensure products are designed to last, and to be repaired. Soon, for all smartphones and tablets sold on the EU market, you will be able to access spare parts or repair instructions for a long time.

All these tools, taken together, will make the ‘right to repair’ a reality.

I am grateful for the Ministers of the current and upcoming Council Presidencies for being with us today.

We will be counting on you to help us turn these proposals into reality.

Lastly, under the New Consumer Agenda we also promised to improve the enforcement of existing legislation. This is what we are currently looking at.

For example, we want to know if the Consumer Protection Cooperation network is working as well as it could:

Can breaches of EU consumer law be addressed faster and more efficiently if the network acted together?

Can this system be more of a deterrent if rogue traders were fined at the EU level?

Can we improve the process for individuals to fight for their rights as we minimise court fees for honest businesses?

We have rules for alternative dispute resolution, but they could also be improved.

These are just a few examples of how I want us to move ahead over the next two years.

Of course, it is not just up to me how we do this. Which is why I want to pass the floor to the people standing next to me to give their perspectives.

Policy-making is a collaborative effort in Brussels.

This is also why again I am happy that there are so many consumer experts from all over Europe with us today. 

We need your input.

Later I will also be talking to businesses who have chosen to go the extra mile to protect consumers from dangerous products sold online and then, to those businesses willing to take extra commitments to encourage sustainable consumption.

These are the signatories of our sustainable consumption and product safety pledges.

These companies are leading by example. We need their input too.

As of now, we are also discussing with business how to help consumers better understand digital advertising, including by addressing an issue we all face of being asked over and over again about cookies when we are browsing online.

This is why I will invite all relevant stakeholders, businesses, consumer organisations, and experts, to gather around a table to discuss the solutions to address the issues related to cookies.

I am looking forward to seeing how we can progress on this front.   

Once again, it is a pleasure to see everyone here today

As always, I will pay close attention to the outcomes of today’s workshops and discussions. This will feed the work of the European Commission on consumer policy for the coming period.

Thank you.

Consumer frequent traps and scams (europa.eu)

Recurring subscription payments

Around 10% of consumers in the EU have been lured into an unwanted subscription in the past. This is due to manipulative on-line techniques which make consumers believe that they are just agreeing to a free trial or very cheap offer, where in fact -without realising it- they are entering a subscription for which they will be periodically charged. Often, information concerning the recurrent payments is altogether omitted or buried in the small prints. The CPC Network, coordinated by the European Commission and under the lead of the Danish Consumer Ombudsman, asked Mastercard, VISA and American Express to introduce a series of changes in their rules, in order to ensure that traders provide clear information to consumers on recurrent payments before they enter into a subscription.

CPC Authorities noticed a frequent fraudulent online trap consisting of presenting products for a free trial or at a very low cost, but hiding in the small prints that taking up such an offer would lead to a subscription with recurring payments. Such schemes manipulate consumers who are asked to input their card credentials but with the information displayed referring only to the price of the first product tried or purchased and not to the amounts that will be charged regularly thereafter. 

Mastercard, VISA and American Express practices were reviewed by authorities as market leaders. The examination concerned how they implement specific rules regarding authorising card transactions through their payment network. CPC Authorities found that their rules did not ensure that card transactions were correctly authorised when they included regular subsequent payments.  Consequently, they raised issues of compliance with the Payment Services Directive and the Unfair Commercial Practices Directive.

Overview of the modified rules of card schemes:

In the course of this action, American Express introduced stricter rules for traders, including the obligation to send a reminder notification of the first subscription fee. Mastercard and VISA, on the other hand, went a step further by instructing in detail in which window the traders should display the information on the subscription payments, so as to avoid circumvention of the rules. More specifically they agreed – as recommended by the CPC Authorities –  on the obligation of traders to always provide information on the recurring subscription fees also in the window where the consumers enter their credit card information for their first purchase or trial that leads to a subscription.

  • Mastercard: Merchants must now disclose the subscription terms simultaneously with a request for card credentials. The disclosure must include:
    1) The price that will be billed;
    2) The frequency of the billing;
    3) If relevant, terms of the trial, including any initial charges, the length of the trial period, and the price and frequency of the subsequent subscription. 
  • VISA: Starting in the course of 2023, merchants will need to ensure that the length of any trial period, introductory offer, or promotional period, as well as the transaction(s) amount(s) is clearly displayed on both the webpage where the card credentials is requested and entered, and on the checkout screen. The transaction(s) amount(s) to be clearly displayed include specifically the amount due at the time of purchase (even if zero), and the amount and fixed date or interval due for each recurring transaction. 
  • American Express: Merchants must now clearly disclose all material terms of the offer including, if applicable, the fact that Recurring Billing Charges will continue until the option is cancelled by the Card member. If this includes an introductory offer, they should send the Card member a reminder notification in writing before submitting the first Recurring Billing Charge, that allows the Card member a reasonable amount of time to cancel. 

As next steps, the CPC Network will actively monitor the implementation of these commitments, and national authorities will proceed with further action should additional problems be identified.

COVID-19

Misinformation and disinformation related to COVID-19 reached very high level during the first stages of the pandemic. Consumers should beware of online scams related to products that allegedly can cure or prevent the COVID-19 infection. Rogue traders take advantage of consumers’ fears to advertise and sell fake or substandard products, to propose very high prices for basic goods such as protective masks or hand sanitisers and sell unauthorised food supplements that may be dangerous for people’s health.  

To fight such practices, authorities adopted a CPC common position on how to deal with COVID-19 related scams and required the cooperation of major world level platforms (see here Scams related to COVID19).

Consumer fraud

Consumer protection authorities are carefully looking into the issue of frauds and scams experienced by consumers. Today, consumers are targeted by increasingly sophisticated misleading or fraudulent practices and scams, via different channels, both offline and online. Consumers can be targeted while shopping online, on social media, via telephone, text messages, e-mails or face to face through doorstep sales. This potentially has far reaching and damaging consequences for individuals and broader society alike.

Factsheet for survey on “fraud and scams experienced by consumers”
English (710.24 KB – PDF) Download
 
Survey on “fraud and scams experienced by consumers”
English (1.66 MB – PDF)  Download

About this consultation

 
Consultation period     28 November 2022 – 20 February 2023  (midnight Brussels time)
Topic                               Consumers
 

Target audience

The consultation is open to the general public and all relevant stakeholders, such as Member State authorities, academics, consumer organisations, business organisations, online platforms and other companies providing digital content and services, or otherwise operating in the digital environment.

Why we are consulting

A strong consumer protection framework is essential for ensuring that EU consumers can play an active role in the digital transition. The Commission has launched a Fitness Check in order to determine whether the existing EU consumer law is adequate for ensuring a high level of consumer protection in the digital environment. The Commission is gathering views and information on the key problems in this area, including possible solutions, and the scope for simplification and burden reduction.

Responding to the questionnaire

You can contribute to this consultation by filling in the online questionnaire. If you are unable to use the online questionnaire, please contact us using the email address below.

Questionnaires are available in some or all official EU languages. You can submit your responses in any official EU language.

For reasons of transparency, organisations and businesses taking part in public consultations are asked to register in the EU’s Transparency Register.

In order to contribute you’ll need to register or login using your existing social media account.

Personal data and privacy statement

The European Union is committed to protecting your personal data and to respecting your privacy. When carrying out public consultations we adhere to the policy on ‘protection of individuals with regard to the processing of personal data by the Community institutions’, based on Regulation (EU) 2018/1725 on processing of personal data by the EU institutions.

Further information on the protection of your personal data

Consultation outcome

Further information on this consultation is provided below.

Follow developments to this initiative by subscribing to receive notifications.

Read more here 

For the past 50 years, EU consumer rights have been protecting and empowering Europeans everywhere. Starting from the premise that people should be protected when using goods or services, over the past five decades the EU has put in place a robust set of policies and rules to ensure strong rights for consumers.

Each of these policies and rules are built from a foundation of five core consumer rights:

  1. The right to health protection and safety
  2. The right to protection of economic interests
  3. The right to damages
  4. The right to information and education
  5. The right to representation

2022 marks the 50-year anniversary of the consumer protection story. We celebrate this story, not as a history lesson or a policy briefing, but by highlighting achievements past, present, and even future.

Read The New Consumer Magazine – 50th Anniversary Special edition

Enjoy a good read on consumer protection: from feature articles on key consumer legislation, to interviews with experts, from insights from consumers to future plans and many more. Don’t hesitate to browse the special edition magazine and discover the story of your consumer rights.

Watch 50 Years of EU Consumer Rights: A festive online celebration

One-hour dynamic format with dynamic interviews with experts and policymakers, quizzes and interventions from consumers on key consumer topics. 

Click here

Summary

Alternative dispute resolution (ADR) aims to ensure redress for consumers without them having to go to court. Digital markets require fast and simple redress mechanisms. ADR legislation must be updated to meet those requirements.

Consumers and businesses increasingly use private systems not meeting the ADR Directive requirements, depriving consumers of fair redress. This initiative will modernise the ADR framework in view of online intermediaries, pre-contractual information, and non-EU traders.

Public consultation

FEEDBACK: OPEN

Consultation period

28 September 2022 – 21 December 2022  (midnight Brussels time)

 

The Commission would like to hear your views.

This public consultation is open. Your input will be taken into account as we further develop and fine-tune this initiative. We will summarise the input we receive in a synopsis report, explaining how we have taken it into account. Feedback received will be published on this site and therefore must adhere to the feedback rules.
 
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Today, the European Commission and national consumer protection authorities published the results of an EU-wide website screening (“sweep”) of websites brokering car rentals. Under the coordination of the Commission, authorities of ten Member States, together with Norway, checked 78 websites brokering car rentals, including airlines’ websites, to check whether the major brokers operating in Europe comply with EU consumer protection rules. Overall, only 45% of the websites comply with EU standards. Commissioner for Justice, Didier Reynders, said: “Many consumers will soon go on holidays and rent a car. Often, they do so on a hotel booking or airline websites. Consumers need to be provided with information in full transparency about the conditions of the rental and the role of brokers. For example, consumers need to know which company they should contact if their flight is postponed. They also need to receive clear and complete information about the full price of the rental and insurance – to avoid bad surprises when picking up the car.” In almost a third of the websites, it remained unclear if consumers need to contact the broker or the rental company in case of queries or complaints. Furthermore, 28% of them did not clearly mention the broker’s company name and almost half did not clearly inform about what is included in the insurance. Authorities also found issues in relation to price information, such as incomplete information on mandatory charges (for example, young driver fees or one-way fees). The national authorities will contact the traders concerned to rectify their websites and, if necessary, initiate enforcement actions in line with their national procedures. More information on previous sweeps coordinated by the European Commission can be found online, as well as guidance for consumers to consider for car rentals and brokers.

Saturday 28 May marks the date of entry into application of the Better enforcement and modernisation Directive. Adopted in November 2019, these rules update the instruments available to address the challenges of digital markets. They will equip both consumers and competent authorities with stronger tools to enforce their rights, such as imposing stronger penalties or remedies against harm. Vice-President for Values and Transparency Věra Jourová said: “The new rules show once again the importance that Europe places on effective safeguards for consumers. They will ensure that consumers are shielded from unfair practices online as they are offline, making consumer rules fit for the digital age.”

Commissioner for Justice, Didier Reynders added: “European consumers are entitled to the highest standards of protection, and those new rules are precisely delivering on this commitment. For instance, while searching for a product online, transparent information must now be provided by platforms about the way offers are ranked. This is to avoid misleading commercial practices. Access to individual remedies, as well as penalties for cross-border infringements will also be reinforced. It will ensure a just compensation to victims and a real dissuasion for perpetrators.” With a digital world in constant evolution, the Commission continues working to ensure that the legislation is fit for the future and gives equal protection to consumers, online and offline. Interested stakeholders can provide feedback on the Fitness Check of EU consumer law on digital fairness until 14 June.

Today, the Commission has also published a study on “dark patterns”, interface designs aimed at tricking consumers into making certain choices. A factsheet with more information on the new rights introduced by the modernisation Directive is also available. More information on EU Consumer Law is available here.

Conference on the Future of Europe (europa.eu)

The Conference on the Future of Europe concluded its work. The report on the final outcome of the Conference, including 49 proposals, was presented to the Presidents of the three institutions on 9 May 2022. 

Many topics relevant for consumers have received recommendations, both EU wide and on national level, for example sustainable consumption, packaging and production.

Conference on the Future of Europe – Closing Event

Today, the European Commission has published the tenth edition of the 2022 EU Justice Scoreboard, an established annual overview providing comparative data on the efficiency, quality and independence of justice systems in the Member States. For the first time, this year’s Scoreboard also includes data on the effects of the COVID-19 pandemic on the efficiency of justice systems, as well as regarding accessibility to justice for persons with disabilities and with a strengthened business dimension.

Vice-President for Values and Transparency, Věra Jourová, said: “The EU Justice Scoreboard provides invaluable insights into our justice systems and helps us place the focus where it matters most: ensuring that the rule of law is protected across the European Union. The fact that since last year the public perception of judicial independence has decreased in about half of Member States  is concerning and shows that we all need to act to restore trust of the public in the judicial system.”

Commissioner for Justice, Didier Reynders, added: “The EU Justice Scoreboard celebrates its tenth edition as a high-appreciated analysis tool for Europe’s justice community. Over the last decade, we have seen the Scoreboard evolve from an overview of basic indicators into a comprehensive collection of high-quality information. It helps us identify both opportunities for improvement and address risks to our justice systems. Objective and high-quality data are a key basis for our efforts to uphold the rule of law and the independence of justice.”

Key findings of the 2022 Scoreboard:

  • Room for improvement in the digitalisation of justice systems: While the 2021 edition already took stock of how advanced judicial authorities are in the digital transformation, the 2022 Scoreboard also takes into account the effects of the COVID-19 pandemic. Several Member States adopted new measures to ensure the regular functioning of courts, while also guaranteeing the continued and easy access to justice for all. Yet, findings of the 2022 edition show the need for Member States to accelerate modernisation reforms in this area, as notable room for improvement remains in some Member States.
  • Varying degrees of accessibility to justice for persons with disabilities: For the first time, the 2022 EU Justice Scoreboard includes data on the arrangements in place to support persons with disabilities in accessing justice on an equal basis. Although all Member States have at least some arrangements in place (such as procedural accommodations), only half of Member States offer also specific formats, such as Braille or sign language upon request.
  • Challenges persist on perception of judicial independence:Since 2016, the perception of the general public had improved in 17 Member States. However, since last year, the public perception of judicial independence has decreased in 14 Member States. In a few Member States, the level of perceived independence remains particularly low.
  • Guarantees in place to boost investor confidence: Regarding access to justice and its impact on investor confidence, the business environment and functioning of the single market, the 2022 Scoreboard also included data on administrative efficiency, legal safeguards in relation to administrative decisions and confidence in investment protection. Findings show that almost all Member States have measures in place for companies to receive financial compensation for losses caused by administrative decisions or inaction, and courts may suspend the enforcement of administrative decisions upon request.

Next steps

The information contained in the EU Justice Scoreboard contributes to the monitoring carried out within the framework of the European Rule of Law Mechanism, and the findings will feed into the Commission’s 2022 Rule of Law Report. The 2022 EU Justice Scoreboard has been further developed to address the need for additional comparative information (such as a new figure on national security checks for judges), identified during the preparation of the 2021 Rule of Law Report. The Scoreboard’s data are also used for the monitoring of the National Recovery and Resilience Plans.

Background

Launched in 2013, the EU Justice Scoreboard is used by the Commission to monitor justice reforms in Member States and is one of the tools in the EU’s Rule of Law toolbox. The Scoreboard focuses on the three main elements of an effective justice system:

  • Efficiency: indicators on the length of proceedings, clearance rate and number of pending cases;
  • Quality: indicators on accessibility (such as legal aid and court fees), training, budget, human resources and digitalisation;
  • Independence: indicators on perceived judicial independence among the general public and companies and on safeguards relating to judges and the functioning of national prosecution services.

As in previous editions, the 2022 edition presents data from two Eurobarometer surveys on how the public and companies perceive judicial independence in each Member State. 

The findings of the 2022 EU Justice Scoreboard have been taken into account in the country-specific assessment carried out within the 2022 European Semester, as well as in the evaluation of the Member States’ Resilience and Recovery Plans, outlining investment and reform measures to be funded through the Recovery and Resilience Facility (RRF). In 2021, the Annual Sustainable Growth Strategy (which sets out the strategic guidance for the implementation of the Recovery and Resilience Facility, ensuring that the new growth agenda is built on a green, digital and sustainable recovery) reiterates the link between effective justice systems and the business environment in Member States. Well-functioning and fully independent justice systems have a positive impact on investment decisions and on the willingness of all actors to launch investment projects.  

Under the 2021-2027 Justice programme, the EU is making over €300 million available for the further development of a European area of justice. It will also help improve the effectiveness of national justice systems and strengthen the rule of law, democracy and protection of fundamental rights, including by ensuring effective access to justice for citizens and businesses. The programme funds activities which cover training for judges and other legal practitioners, mutual learning, judicial cooperation and awareness-raising.

More information

The 2022 EU Justice Scoreboard

The 2022 EU Justice

Scoreboard: factsheet

On 23/04/2022 a provisional political agreement has been reached on the Digital Services Act (DSA) between the Council and the European Parliament.

The provisional agreement is subject to approval by the Council and the European Parliament.

From the Council’s side, the provisional political agreement is subject to approval by the Permanent Representatives Committee (Coreper), before going through the formal steps of the adoption procedure.

Digital Services Act: Council and European Parliament provisional agreement for making the internet a safer space for European citizens – Consilium (europa.eu)

Online purchase of tickets for cultural or sporting events: the Court of Justice specifies the cases in which there is no right of withdrawal (europa.eu)

Just as in the case of purchase directly from the organiser of such events, there is no right of withdrawal in the case of purchase from an intermediary if the economic risk linked to the exercise of that right would fall on the organiser. 

Due to the restrictions adopted by the German authorities amid the COVID-19 pandemic, a concert that was due to take place on 24 March 2020 in Brunswick (Germany) had to be cancelled.

A consumer who had purchased tickets for that concert online from the provider of ticket agency services CTS Eventim was not satisfied with the voucher that CTS Eventim subsequently sent her, which had been issued by the concert organiser and corresponded to the purchase price, but
requests CTS Eventim to reimburse her for the voucher as well as ancillary costs.

The District Court, Bremen (Germany), hearing an action brought by the consumer, asks whether the consumer can withdraw from the contract concluded with CTS Eventim under the Consumer Rights Directive. 1. According to the directive, a consumer who concludes a distance contract with a trader generally has, for a certain period, 2 a right to withdraw from the contract without giving any reason.

However, the directive excludes a right of withdrawal inter alia in the case of a provision of services related to leisure activities if the contract provides for a specific date of performance.

By that exclusion, the directive aims to protect the organisers of leisure activities such as cultural or sporting events against the risk associated with the setting aside of certain available places which they may find difficult to allocate if the right of withdrawal were exercised.

Given that CTS Eventim was not itself the organiser of the concert in question, but sold the tickets in its name, albeit on behalf of the organiser, the District Court, Bremen wishes to know whether that exception applies in such a case.

By its judgment delivered today, the Court answers in the affirmative, provided that the economic risk linked to the exercise of that right of withdrawal would fall on the organiser of the leisure activities concerned.

The European Consumer Centres Network issued a warning over a scam using European Consumer Centre (ECC) employees’ names and logos. The email states that you have fallen victim to a fraudulent broker and offers help. These emails are fake and were not sent by an ECC-Net office. If you received a suspicious email, read this information and contact the ECC of your country of residence. 

What to look out for

Cybercriminals use phishing emails to ‘fish’ for sensitive information and steal money. A recent fake email states the recipient has fallen victim to a fraudulent broker based in Cyprus. The scammer claims to help retrieve the lost investment through this email and asks the recipient to provide details of a bank transaction. Furthermore, it may also include a fake ‘contract’, which states that you are liable to pay a sum of money.

This scam uses names and personal details of employees working with the European Consumer Centre in Cyprus, including ECC Net and European Union logos. ECC Cyprus took immediate action and filed a report with the Cyprus police to investigate these emails.  

Important information

  • A European Consumer Centre will never ask you for payment. All ECC services are entirely free of charge.
  • A European Consumer Centre will never send you unsolicited emails offering services. An ECC Centre will only contact you if you have already contacted the ECC.
  • If you are currently receiving help from ECC Malta, you will notice that only employees from ECC Malta made contact with you and no other ECC employee from any other countries in the network.

Actions you can take

If you have received a suspicious email, do not respond, click on any link, or open any attachment. Kindly contact us on telephone number +356 21221901 or by email at [email protected], and we will inform you whether an email is genuine or not. In doing so, you are also helping us to warn other consumers about specific scams.

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