ABOUT US

OUR MISSION

CONSUMER ASSISTANCE

We help increase consumer confidence in the EU Single Market and provide practical assistance with cross-border disputes.

RESEARCH & REPORTING

We deliver an accurate and comprehensive overview of consumer affairs throughout the EU, Norway, Iceland and the UK.

POLICY DEVELOPMENT

We contribute expertise and improvements to consumer law policies created by EU institutions and national regulators.

1990

30 years ago, the European Commission set up the provision of information and assistance services for cross-border consumer issues, the 'Euroguichets' network, later renamed the ‘European Consumer Centres Network’ (ECC-Net).

2001

The European Extrajudicial Network (EEJ-Net) of information and assistance centres is established to liaise with Alternative Dispute Resolution bodies in 15 Member States while the ECC-Net handles consumer disputes in 13 others.

2005

The ECC and EEJ networks merge into the ECC-Net, a pan-European network of centres with a two-fold mandate for cross-border dispute resolution and consumer rights promotion activities.

2020

This year our network celebrates 15 years of existence. We have offices in 30 countries in the EU, Iceland, Norway and the United Kingdom, and 150+ legal experts who provide free legal assistance in 24 languages.

FUTURE

Future

The role and scope of our network has increased exponentially over the last few years. In light of ever-more-advanced digital commerce and other cross-border technologies all over Europe, the ECC-Net faces new challenges all the time. Nevertheless, we are more motivated than ever to continue to fulfil our invaluable role in protecting the consumer rights and entitlements of European citizens.

ECC-NET IN 2020

In 2020 we celebrate our 15th anniversary, but also face our greatest challenge yet, the coronavirus pandemic, which affected us all as individuals, citizens, consumers and professionals. Now more than ever, we see that consumer rights are paramount to our lives as European citizens.

As demand for our services increased exponentially, it also prompted a huge digital leap forward, as we tackle remote work and improve on our digital output. We enter this new era with renewed motivation and enthusiasm, as we acknowledge that close cooperation between our offices, as well as pooling together of our expertise and experience make a big difference for European consumers.
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Across our 30 offices in the EU and EEA, we assisted thousands of consumers with practical expert advice on resolving their cross-border disputes in these most unsettling times. The lessons learned during these exceptional times made us more innovative, flexible and efficient. Tenacity and cooperation proved to be the best ways to confront this crisis and it has made us better in every way.

2020: record number of contacts

88,585 queries received by
ECC-Net between
January - July 2020

April: busiest month in our history

17,600 European consumers contacted their local ECC
for assistance

COVID-19: travel crisis issues

45% air travel cancellations
21% accommodation issues
17% holiday cancellations

WHAT MEMBERS OF

THE ECC-NET SAY ...

Bianca Schulz
Director ECC France

The ECC-Net is a unique organisation that greatly benefits consumers and a good example of a concrete and positive example of European achievement. The EU creates rights for consumers, we are here to help them exercise those rights.

Monika Nardo
ECC Italy

By working directly with consumers, the ECC-Net
has the clearest overview of EU consumers' experiences and is thus able to bring the EU closer together as it strives to respond to the needs and problems of consumers in all Member States
as expertly and efficiently as possible.

Migle Akuleviciene
ECC Lithuania

It is a great privilege to be part of the ECC-Net family,
now in its 15th year, and to witness its incredible growth and fantastic motivation in its defence of consumer rights for all European citizens.

Dr Cyril Sullivan
Director ECC Ireland

Boasting a multitude of languages and cultures,
the network operates as one with the highest standards of mutual support and professionalism focused on the seamless operation of our service for all European consumers.

Eva Calvelo Muiño
Director ECC Netherlands

Over the years our organisation has shown its indispensable value to consumer rights in Europe.
Our network is an excellent example of what the EU has to offer to its citizens, and we are pleased to contribute to promoting consumer confidence in the EU so that everyone avail of its many benefits and advantages.

ABOUT US

OUR MISSION

CONSUMER ASSISTANCE

RESEARCH & REPORTING

POLICY DEVELOPMENT

1990

1990

2001

2001

2005

2005

2020

2020

FUTURE

Future

ECC-NET IN 2020

WHAT MEMBERS OF

THE ECC-NET SAY ...

The ECC-Net is a unique organisation that greatly benefits consumers and a good example of a concrete and positive example of European achievement. The EU creates rights for consumers, we are here to help them exercise those rights.

By working directly with consumers, the ECC-Net has the clearest overview of EU consumers' experiences and is thus able to bring the EU closer together as it strives to respond to the needs and problems of consumers in all Member States as expertly and efficiently as possible.

It is a great privilege to be part of the ECC-Net family, now in its 15th year, and to witness its incredible growth and fantastic motivation in its defence of consumer rights for all European citizens.

Boasting a multitude of languages and cultures, the network operates as one with the highest standards of mutual support and professionalism focused on the seamless operation of our service for all European consumers.

By working directly with consumers, the ECC-Net
has the clearest overview of EU consumers' experiences and is thus able to bring the EU closer together as it strives to respond to the needs and problems of consumers in all Member States
as expertly and efficiently as possible.

It is a great privilege to be part of the ECC-Net family,
now in its 15th year, and to witness its incredible growth and fantastic motivation in its defence of consumer rights for all European citizens.

Boasting a multitude of languages and cultures,
the network operates as one with the highest standards of mutual support and professionalism focused on the seamless operation of our service for all European consumers.