Press release - 17 October 2023 - New measures to simplify the resolution of disputes out of court and boost consumer rights
The European Commission has proposed to modernise and simplify EU rules on alternative dispute resolution (ADR) for consumer disputes, aiming to adapt the framework to the realities of today’s digital markets.
The proposal expands the scope of ADR procedures, improves accessibility for consumers, and sets new expectations for online marketplaces and cross-border trade associations to meet quality standards. It will also speed up procedures and provide greater support to vulnerable consumers.
Key Improvements Introduced
- Expanded Scope: ADR will now cover practices like misleading advertising, geo-blocking, and access to services, including those involving non-EU traders.
- Business Response Obligation: While participation in ADR remains voluntary unless otherwise mandated, businesses must reply to a consumer’s ADR request within 20 working days, which incentivises resolution and reduces delays.
- Improved Consumer Support: Consumers — especially vulnerable ones — will receive assistance from national contact points for translation, guidance, and documentation. The European Consumer Centres Network will support cross-border cases.
Alignment with Platform Practices
The Commission also adopted a Recommendation to online marketplaces to align their internal dispute resolution mechanisms with EU quality standards. This includes:
- Transparency in steps and timelines of the procedure
- Use of independent and unbiased mediators
- Recommendations for cross-border trade associations to implement best practices
Next Steps
The proposal will now be examined by the European Parliament and Council. Once adopted, Member States will transpose the rules into national legislation.
Background
- According to the 2023 Consumer Scoreboard, only two-thirds of consumers who experienced a problem took action. Key barriers included lengthy resolution times and low confidence in success.
- Only around 300,000 disputes are currently resolved through ADR annually. The new proposal could boost this by an additional 200,000 cases.
- The Commission maintains a multilingual list of certified ADR bodies and offers support through the Online Dispute Resolution Platform.
The proposal forms part of broader consumer protection reforms, alongside:
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Quotes
Consumers need to feel supported. Only less than two thirds of those experiencing a problem take action. Often, they believe dispute resolution procedures are too long and that their problem won’t be solved anyway. We want to speed up procedures and oblige businesses to reply to requests to use a mediator or arbitrator within 20 days.
Consumers should never be discouraged from seeking redress because of complex or too costly procedures. There are also clear benefits for businesses to use out-of-court dispute resolution, as it helps them keep their legal costs low and create a good reputation on the single market.
Press release - 27 June 2023 - Consumer protection: major online travel agencies commit to refund within 14 days for cancelled flights
Following a dialogue with the European Commission and national consumer authorities (CPC Network), three major airline intermediaries — eDreams ODIGEO, Etraveli Group, and Kiwi.com — have committed to better inform consumers of their rights in the event of flight cancellations. They will also ensure that refunds are transferred within 7 days of receiving them from airlines, allowing consumers to receive them within a maximum of 14 days.
Under EU passenger rights, airlines must refund cancelled flights within 7 days. When bookings are made via intermediaries, delays in refund transfers had led to consumer dissatisfaction and complaints.
This action builds on a previous dialogue with 16 major airlines in 2021, which led to:
- Over 500,000 flight vouchers being reimbursed
- Airlines committing to the 7-day refund rule
Overview of Commitments
- Refund within 14 days: Online travel agencies (OTAs) will forward airline refunds to consumers within 7 days of receipt.
- Backlog cleared: Refund backlogs will be fully resolved by 30 June 2023.
- Contact details available: Telephone numbers and email addresses will be provided in the “Contact Us” sections of OTA websites.
- Clarity on service packages: Information about benefits linked to different service levels will be made clearer.
- Statutory rights explained: OTAs will clearly explain the consumer’s rights under the EU Air Passenger Rights Regulation.
- Transparency on limitations: Consumers will be informed if intermediary services may affect their rights (e.g. contact details not shared with airlines or lack of linkage between flight legs).
These changes will be fully implemented ahead of the summer holiday season, by 30 June 2023.
Next Steps
The CPC Network will close its dialogue with the intermediaries but will monitor the implementation of commitments. The network will also continue monitoring compliance by airlines based on the 2021 action.
Background
The action was launched in June 2022 by the Swedish Consumer Agency, supported by consumer complaints and findings from the 2021 airline dialogues.
The Consumer Protection Cooperation (CPC) Network is a network of national authorities responsible for enforcing EU consumer protection law. It operates under the Consumer Protection Cooperation Regulation.
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Travellers will be better protected this summer. Since the COVID crisis we have acted to increase the resilience of the air travel sector and its capacity to respect their commitments towards consumers. This action is a new step to ensure that consumers get their right fully respected and get a timely ticket refund – no matter if they booked directly with an airline or via an intermediary.
Press release - 12 June 2023 - Stronger EU product safety rules enter into force today
Today, the General Product Safety Regulation (GPSR) enters into force. These modernised rules respond to two decades of societal and technological change — from digitalisation to global supply chains — ensuring that only safe products, whether sold online or offline, are available to EU consumers.
In parallel, the Commission launches the 2023 edition of the EU Product Safety Award, spotlighting businesses and researchers that go the extra mile to protect young people through innovation and investment.
New EU General Product Safety Rules
The GPSR applies to all non-food consumer products sold in the EU. It serves as a safety net for areas not covered by other sector-specific rules and aims to:
- Incorporate interconnectivity and digital risks into product safety assessments
- Ensure parity between online and offline product safety
- Set specific obligations for online marketplaces to prevent the sale of dangerous goods
- Require an EU-based responsible economic operator for all imported non-harmonised products
- Strengthen the enforcement toolkit of national market surveillance authorities
- Mandate effective product recalls, including standardised notices and direct consumer notifications
2023 EU Product Safety Award – Call for Applications
This year’s award celebrates innovation for youth safety. For the first time, researchers — both early-career and senior — are eligible alongside SMEs and large businesses.
- Application deadline: 8 September 2023
- Eligibility: Entities from the EEA (EU27 + Iceland, Norway, Liechtenstein)
- Winners will be announced at a gala ceremony in Brussels in December 2023
Background
The GPSR replaces the 2001 General Product Safety Directive, addressing emerging risks such as connected products and online sales. Currently, 31% of alerts in the Safety Gate system concern online-purchased goods.
The revision was first proposed in the New Consumer Agenda (2020). The legislative proposal followed in June 2021 and was adopted by the European Parliament and Council in spring 2023.
The initiative complements:
- Ecodesign for Sustainable Products Regulation
- Directive on Empowering Consumers for the Green Transition
- Green Claims Directive
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Quotes
The EU product safety regulation ensures our market is the global leader when it comes to safety and that European consumers are very well protected. With the development of digitalisation, we need to keep pace. This modernisation sets EU safety standards for online marketplaces as well — ensuring we remain a world leader in consumer protection.
Our Product Safety Rules now respond to the challenges of a fast-moving and digital world. Dangerous products will be traceable, and unsafe goods will be removed from the market. We’re also recognising innovators through this year’s Product Safety Award — and I encourage all forward-thinking businesses and researchers to apply.
Press release - 4 April 2023 - Consumer protection: Nintendo agrees to offer free repairs of irresponsive Nintendo Switch controllers
Following an alert from the European Consumer Organisation (BEUC), the European Commission and the Network of Consumer Protection Cooperation (CPC) Authorities contacted Nintendo regarding recurring issues with irresponsive Joy-Con controllers on its Nintendo Switch consoles.
As a result of this coordinated action, Nintendo has committed to offer free repairs for defective Joy-Con controllers — even after the expiration of the legal guarantee — whether the issue is due to a defect or wear and tear. This applies to all EU consumers and will help reduce unnecessary electronic waste.
The joint action was led by the Greek Ministry of Development and Investments and the German Environment Agency, and coordinated by the European Commission.
Consumer Impact
The technical issue, widely known as “Joy-Con drift”, rendered controllers unusable over time. With nearly 25,000 complaints reported by January 2021, consumers were often left with no affordable repair options.
Nintendo has now committed to:
- Repair Joy-Con controllers free of charge regardless of the cause (defect or wear and tear)
- Extend this offer beyond the manufacturer’s guarantee period
- Clearly inform consumers of their right to free repairs for this issue
Background
The Consumer Protection Cooperation Network is composed of EU and national authorities responsible for enforcement of consumer laws. Its coordinated actions allow cross-border enforcement when widespread issues emerge.
On 22 March 2023, the Commission also adopted a proposal on the Right to Repair, which aims to:
- Promote repairs during and after the legal guarantee period
- Ensure cost-effective and accessible repair options for consumers
- Combat premature obsolescence
This initiative aligns with the Commission’s broader sustainability goals under the New Consumer Agenda and Circular Economy Action Plan.
Additionally, the Green Claims Directive and the Proposal to Empower Consumers for the Green Transition aim to make sustainability claims more transparent and ensure consumers can make informed choices.
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I am pleased that Nintendo voluntarily took the steps to address concerns about compliance with EU consumer law, addressing the early obsolescence of certain controllers, and offering a lifelong right to free repair for this specific issue. This will prevent the disposal of unrepaired controllers and unnecessary waste. In line with our proposal on the right to repair, we expect companies to effectively improve the reparability of their products and the information available on it, in order to empower consumers to become real actors in the green transition.
Press release - 27 March 2023 - Consumer Scoreboard: new data shows strong impact of the energy crisis on consumption habits
Today, the European Commission published the results of the 2023 Consumer Conditions Scoreboard, which assesses consumer sentiment and behaviour across the EU Member States, Iceland and Norway.
The survey reveals key consumer concerns, such as the ability to afford basic living expenses and growing unease with online privacy and advertising practices.
Main Findings
- 48% of consumers are worried about their ability to pay bills, including mortgages and commuting costs. 37% have dipped into savings, and 10% have faced increased mortgage costs.
- 71% of respondents changed energy consumption habits due to price increases. 28% took advantage of subsidies or changed transport habits.
- While most consumers support the green transition, 43% say environmental concerns do not influence their purchases. Confidence in environmental claims has also declined (-5pp since 2020), possibly due to greenwashing awareness.
- E-commerce risks: 76% reported seeing personally targeted ads, 75% noticed hidden ads in search results, and 69% flagged deceptive consumer reviews. 94% expressed concern about targeted advertising and the use of personal data online.
Next Steps
The findings will be discussed at the annual Consumer Summit, hosted by Commissioner Reynders. Topics include:
- Consumer protection during crises
- Achievements under the New Consumer Agenda
- Digital consumer challenges and policy direction
Background
The Consumer Conditions Scoreboard is a biennial survey assessing national conditions across three pillars: knowledge and trust, compliance and enforcement, and dispute resolution.
This edition includes data collected in October–November 2022, with a focus on consumer responses to energy and cost-of-living crises, and the digital and green transitions.
In response to the 2022 energy crisis and inflation, the Commission has introduced several initiatives:
- Tackling Rising Energy Prices Toolbox
- REPowerEU Plan (2022)
- Emergency intervention to redistribute energy sector windfall profits
- Electricity Market Design Reform proposal (2023)
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2022 was a very difficult year for EU consumers given the fallout from the Russian aggression against Ukraine, in particular with high energy prices and inflation more generally. We have recently put forward several measures to ensure that consumers are protected against unfair market practices and new potential price rises, with a special focus also on the protection of vulnerable consumers.
I am also concerned that consumers continue to express worries about their safety and protection online. This confirms the need to make sure that EU consumer law is fit for purpose in the digital era, and that platforms need to play by the rules.
Press release - 22 March 2023 - Consumer protection: enabling sustainable choices and ending greenwashing
Today, the European Commission has proposed new legislation to set common criteria against greenwashing and misleading environmental claims. The aim is to provide consumers with reliable and verifiable information about environmental performance, while ensuring fair competition for companies genuinely investing in sustainability.
A 2020 Commission study found that over half of all green claims were vague, misleading or unsubstantiated. The proposed Green Claims Directive will address these shortcomings and reduce unfair practices in the EU single market.
Reliable, Comparable and Verifiable Claims
The proposal covers explicit voluntary environmental claims — such as “ocean-friendly sunscreen” or “CO2-compensated delivery” — and will require:
- Scientific substantiation of all green claims
- Independent verification before claims are made public
- Identification of all relevant environmental impacts and trade-offs
Claims already covered by existing EU rules — such as the EU Ecolabel or organic certification — are excluded from this directive.
Clear Rules and Trustworthy Labels
- Aggregate scoring of environmental impact (e.g. “green score”) will be banned unless harmonised at EU level
- Comparative claims must be based on equivalent data and methods
- Environmental labels must be transparent, independently verified, and regularly reviewed
- New public labels can only be introduced at EU level; new private labels require pre-approval and must show added value
Next Steps
The proposal will now be discussed by the European Parliament and the Council under the ordinary legislative procedure.
Background
This initiative builds on the March 2022 proposal on Empowering Consumers for the Green Transition. It complements a legislative package promoting sustainable consumption and circularity, including:
- Right to Repair proposal
- Ecodesign for Sustainable Products Regulation
- Packaging and Packaging Waste Regulation
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Quotes
All of us want to do our best to limit the impacts of our consumption choices on the environment, but it’s not easy being green. With 230 ecolabels on the EU market, consumers are overwhelmed. These proposals protect both consumers and companies that go the extra mile, while supporting trusted labels like the EU Ecolabel.
Green claims are everywhere: ocean-friendly t-shirts, carbon-neutral bananas, 100% CO2-compensated deliveries. Too often, these claims are made without any real evidence. With this proposal, consumers will be able to trust that when something is sold as green, it actually is green.
Press release - 22 March 2023 - Right to repair: Commission introduces new consumer rights for easy and attractive repairs
Today, the European Commission adopted a new proposal on common rules promoting the repair of goods. The initiative aims to help consumers save money, reduce unnecessary waste, and support the European Green Deal by fostering a culture of repair.
By making repairs easier and more cost-effective — especially beyond the legal guarantee period — the proposal encourages sustainable consumption and strengthens the repair sector.
Key Measures to Promote Repair
The proposal introduces a new “right to repair” for consumers within and beyond the legal guarantee.
- Within the legal guarantee: Sellers must offer repair unless it is more expensive than replacement.
- Beyond the legal guarantee: New rights and tools will support repair, including:
- Right to request repair from producers for products defined as technically repairable under EU law (e.g. TVs, washing machines).
- Obligation for producers to inform consumers which products they are legally required to repair.
- Online matchmaking repair platform to connect consumers with local repairers and refurbished goods sellers.
- European Repair Information Form to enhance price and service transparency.
- EU-wide quality standard for repair services to help identify reliable repairers committed to minimum standards.
Next Steps
The proposal will now be discussed by the European Parliament and the Council under the ordinary legislative procedure.
Background
- A recent Eurobarometer survey shows 77% of Europeans feel a personal responsibility to act on climate change.
- Discarded products account for 35 million tonnes of waste and 261 million tonnes of CO2 emissions annually in the EU.
- The proposal is expected to save consumers €12 billion annually and boost EU growth and investment by €4.8 billion.
This initiative complements:
- Ecodesign for Sustainable Products Regulation
- Empowering Consumers for the Green Transition
- Green Claims Directive — also adopted today
For More Information
Quotes
Repair is key to ending the model of ‘take, make, break, and throw away’ that is so harmful to our planet, our health and our economy. There’s no reason why a faulty cord or broken ventilator should force you to buy an entirely new product. Today, we propose to make repairing things the easy and attractive option for consumers.
We want to help consumers to repair their products, if they wish to do so. We give them tools to make better informed and comparable choices. Our proposal will help people shape their consumption the way they want to, not the way they are forced to — boosting repair and reuse and saving consumers money.
This proposal completes a set of measures that will make the right to repair a reality. With these new tools, consumers can choose to repair, contributing directly to the circular economy. It also sends a clear message to companies that investments in repairs and sustainability pay off.
Press release - 15 March 2023 - World Consumer Rights Day: Five smart tips for your next online payment
15 March is World Consumer Rights Day. For this occasion, the European Consumer Centre (ECC) Malta shares five smart tips to help consumers navigate online payments safely and sustainably.
1. Why “Buy Now, Pay Later” is not always a good idea
BNPL options like Klarna are increasingly popular. These services allow consumers to receive goods immediately and pay later in instalments — often interest-free. But the downside? BNPL can lead to impulse purchases and unintentional debt accumulation.
Late payments can incur fees. And remember: if BNPL is the only way you can afford something, it’s probably better to skip the purchase.
2. Don’t fall for dark patterns
“Only 5 left in stock!” or “Limited time offer!” — these are examples of dark patterns, psychological tricks designed to pressure consumers into buying. Other examples include fake reviews or unverified testimonials.
Tip: Compare offers, read terms carefully, and contact ECC Net Malta if you’re unsure.
3. Double lock your mobile wallet
Digital wallets are convenient but can be risky if your phone is lost or hacked. Even though data is encrypted, ECC Malta recommends:
- Enabling two-factor authentication
- Changing passwords regularly
- Using strong, unique passwords
4. Credit cards offer chargeback protection
Credit cards are not only secure — they also offer extra protection through chargebacks in cases of fraud or non-delivery. Contact your bank if something goes wrong, but make sure to first try resolving the issue with the trader.
Services like PayPal also offer buyer protection, but communication may be slower due to the extra intermediary.
5. Use price-drop alert tools
Some shops inflate prices before sales like Black Friday, only to drop them later and claim a “discount.” This practice is illegal under EU law — but hard to detect without help.
Use free online tools to monitor price histories and receive alerts when prices drop. And always compare across platforms.
Contact
ECC Net Malta
Email: ecc.malta@mccaa.org.mt
Funded by the European Union. Views and opinions expressed are those of the author(s) only and do not necessarily reflect those of the European Union or EISMEA. Neither the EU nor the granting authority can be held responsible.
Press release - 6 March 2023 - Consumer protection: WhatsApp agrees to comply fully with EU rules, informing users better and respecting their choices on contract updates
Following a dialogue with the Consumer Protection Cooperation (CPC) Network and the European Commission, WhatsApp has committed to greater transparency when updating its terms of service. The company will make it easier for users to reject updates, and clearly explain the consequences of doing so. WhatsApp also confirmed it does not share personal data with third parties or other Meta companies (e.g. Facebook) for advertising purposes.
The dialogue was coordinated by the Swedish Consumer Agency and the Irish Competition and Consumer Protection Commission, and facilitated by the European Commission.
Background and Context
In January 2022, the CPC Network contacted WhatsApp following a complaint by BEUC and eight member organisations regarding unfair practices linked to updates of WhatsApp’s terms of service and privacy policy. A second letter was issued in June 2022.
WhatsApp confirmed it does not share user data with Meta or third parties for advertising purposes. It has now committed to adopt clearer communication around contractual updates.
Key Commitments by WhatsApp
- Provide
and how they affect user rights. - Present reject options as prominently as accept options in update prompts.
- Ensure users can dismiss update notifications or delay review of updates.
- Stop recurring reminders for terms of service acceptance once a choice is made.
Next Steps
The CPC Network will monitor WhatsApp’s implementation of these commitments for future policy updates. If necessary, it may enforce compliance using regulatory tools, including fines.
A recent Commission study and the latest CPC sweep on dark patterns show that many companies use deceptive design to limit users’ ability to unsubscribe or understand their choices. Enforcement efforts will continue in this area.
Legal Background
- The Digital Services Act (DSA) requires terms and conditions to be clear, proportionate, and easily understandable.
- The Unfair Commercial Practices Directive and the General Data Protection Regulation (GDPR) provide additional protections.
- The Modernisation Directive enhances transparency and bans misleading practices on digital platforms.
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Quote
I welcome WhatsApp’s commitments to changing its practices to comply with EU rules, actively informing users of any changes to their contract, and respecting their choices instead of asking them each time they open the app. Consumers have a right to understand what they agree to and what that choice entails concretely, so that they can decide whether they want to continue using the platform.
Press release - 28 February 2023 - Antitrust: Commission sends Statement of Objections to Apple clarifying concerns over App Store rules for music streaming providers
The European Commission has sent a revised Statement of Objections to Apple in its ongoing antitrust investigation concerning the company’s rules for music streaming providers on the App Store.
This procedural step clarifies the Commission’s competition concerns and replaces its original Statement of Objections from April 2021. The Commission now focuses specifically on Apple’s anti-steering obligations that prevent music streaming app developers from informing users of alternative subscription options.
Focus of the Revised Statement
The Commission no longer pursues the issue of Apple’s in-app purchase (IAP) requirement in this case. Instead, it focuses on contractual restrictions that limit users’ access to better-priced subscription offers outside of the App Store.
According to the Commission’s preliminary assessment, Apple’s anti-steering obligations:
- Are neither necessary nor proportionate for the operation of the App Store
- Are detrimental to consumers who may end up paying more for music streaming services
- Harm developers by restricting their ability to communicate directly with users and offer competitive alternatives
Legal Framework
These practices may amount to an abuse of a dominant position, in breach of Article 102 of the Treaty on the Functioning of the European Union (TFEU).
The case is being pursued under the EU’s antitrust rules, specifically under Council Regulation (EC) No 1/2003, which allows the Commission to investigate and sanction anticompetitive conduct.
Procedural Background
- Investigation formally opened: June 2020
- First Statement of Objections sent to Apple: April 2021
- Apple responded: September 2021
- Revised Statement of Objections issued: [current date]
The Statement of Objections is a formal step that informs a company of the Commission’s preliminary findings. Apple will now have the opportunity to respond in writing and request an oral hearing to present its defence.
If the Commission confirms the infringement, it may adopt a decision prohibiting the conduct and impose a fine of up to 10% of Apple’s annual global turnover.
There is no legal deadline to conclude the investigation. The duration depends on the complexity of the case and Apple’s cooperation.
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Press release - 16 February 2023 - Rugby World Cup 2023 - Olympic and Paralympic Games 2024 - France: DGCCRF and ECC France inform consumers
On the occasion of the Rugby World Cup 2023 and the Olympic and Paralympic Games 2024 in France, the French Directorate General for Competition, Consumers and Fraud Control (DGCCRF), in cooperation with the European Consumer Centre (ECC) France, has launched a dedicated FAQ section for foreign visitors and consumers.
Available in both French and English, this user-friendly resource answers key consumer questions related to travel, accommodation, event ticketing, package holidays, mobile roaming, and more. The goal is to help ensure a smooth experience for the millions of international visitors expected in France for these major sporting events.
Consumer Rights at Major Sporting Events
International events like the Rugby World Cup and the Olympic Games are moments of celebration — but also of significant spending by consumers. To protect their rights, the DGCCRF and ECC France have created this FAQ to provide:
- Clear and practical answers on key topics: ticketing, transport, accommodation, tourism, roaming
- Ongoing updates: More topics such as train travel, taxis, restaurants will be added in the coming months
- Support in case of disputes: ECC France assists both French and EU consumers facing issues with French traders
The FAQ coincides with the launch of the Olympic Games ticket packs and will be disseminated widely through:
- Tourist offices in host cities
- French consulates
- ECC-Net across all EU Member States, Iceland, and Norway
Statements
I welcome this initiative by the DGCCRF and ECC France to better inform consumers of their rights and protect them. All the economic and financial ministries are mobilised to ensure the success of the Rugby World Cup and the Olympic and Paralympic Games and, more generally, of major sporting events, which contribute to France’s reputation and are tremendous opportunities in terms of economic activity, employment and the development of our companies.
The Rugby World Cup and the Olympic and Paralympic Games should be great moments of celebration for millions of visitors who will discover our country or return to it. These FAQs will provide precise answers to visitors’ questions and will help to ensure that their experience of these major sporting events in France goes smoothly.
Further Information
- Visit the FAQ: Rugby World Cup & Olympic Games 2024 – europe-consommateurs.eu
- Print-friendly PDF version of the press release
Press contact: Elphège TIGNEL
Press release - 30 January 2023 - Consumer protection: manipulative online practices found on 148 out of 399 online shops screened
The European Commission and national consumer protection authorities from 23 Member States, Norway, and Iceland (CPC Network) have released the results of a coordinated sweep of 399 retail websites. The screening focused on detecting manipulative practices known as “dark patterns”, which pressure or deceive consumers into making purchases or subscriptions.
The investigation revealed that 148 websites used at least one form of dark pattern, including:
- 42 sites used fake countdown timers to rush consumers into purchasing decisions;
- 54 sites manipulated consumer choices using design or wording — for example, nudging towards costlier options or subscriptions;
- 70 sites hid important information such as delivery costs, cheaper alternatives, or subscription details;
- 23 of those 70 sites deliberately concealed subscription-related details;
- Among 102 apps screened, 27 also deployed dark patterns.
Our screening shows that nearly 40% of the online shopping websites rely on manipulative practices to exploit consumers’ vulnerabilities or trick them. This behavior is clearly wrong and against consumer protection. We already have binding tools to tackle such issues and I call on national authorities to enforce them. The Commission is also reviewing all consumer legislation to ensure it is fit for the digital age.
Next Steps
- National authorities will contact traders to request changes and enforce corrections according to national procedures.
- The Commission will follow up with online traders identified in a 2022 study on unfair practices.
- A public consultation on key consumer directives (UCPD, CRD, UCTD) remains open to assess whether digital fairness is sufficiently protected.
Background
The Consumer Protection Cooperation (CPC) Network ensures coordinated enforcement of EU consumer law across borders. The Digital Services Act will soon prohibit the use of dark patterns on online platforms.
This new legal framework complements the Unfair Commercial Practices Directive, the General Data Protection Regulation (GDPR), and the Modernisation Directive, further enhancing transparency and tackling manipulative digital practices.
CPC sweeps are coordinated inspections of websites based on common criteria set by the Commission.
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Press release - 26 January 2023 - Consumer protection: Google commits to give consumers clearer and more accurate information to comply with EU rules
Google has committed to a series of changes across its core services — Google Store, Google Play Store, Google Hotels, and Google Flights — to align with EU consumer law and improve transparency. The commitments follow a dialogue with the Consumer Protection Cooperation (CPC) Network, coordinated by the European Commission and led by the Dutch and Belgian consumer authorities.
Even today, almost three years after the start of the COVID-19 pandemic and subsequent lockdowns, we see an increasing number of consumers turn to the internet to book their holidays, make purchases, or consult a review. EU consumers are entitled to clear, complete information so that they can make informed choices. The commitments made by Google are a step forward in this direction.
Key Commitments by Google
General commitments:
- Restrict unilateral changes to prices and cancellations for orders.
- Create a dedicated email channel for consumer protection authorities to report and request removal of illegal content.
Google Hotels & Google Flights:
- Clarify whether the user is contracting with Google or a third party.
- Disclose reference pricing behind discounts and note that hotel reviews are unverified.
- Align with other accommodation platforms on presenting prices and availability.
Google Store & Google Play Store:
- Provide clear information on delivery costs, withdrawal rights, and repair/replacement options.
- Display company contact details, including legal name, address, and accessible support channels (e.g. live telephone agent).
- Explain how to browse different country versions of the Play Store.
- Inform developers about obligations under the Geo-blocking Regulation, including app accessibility across the EU and payment options.
Next Steps
The CPC Network will monitor implementation. National authorities will enforce compliance where necessary. Notably, Google still applies certain technical restrictions in the Play Store that may infringe the Geo-blocking Regulation — for example, limiting app access based on the user’s location, despite allowing only one country change per year. This can result in loss of purchased content or credit.
Background
The CPC Network is a coalition of national authorities responsible for enforcing EU consumer protection laws. Their coordinated efforts address cross-border issues. The Modernisation Directive and the Digital Services Act further strengthen EU rules on transparency, fairness, and enforcement in the digital marketplace.