Brussels, 08 May 2012 - EU consumers want to be sure that the products – whether produced in the EU or imported from third-countries - are safe. The good news is that thanks to the increasing effectiveness of the EU's rapid alert system for non-food dangerous products ("RAPEX") dangerous products are detected earlier and more effectively and are more promptly removed from the EU market. This process involves a chain of actions including upstream efforts to design out risks at source, better risk assessment and close co-operation between EU authorities, notably customs, to identify risks at the points of entry.

Brussels, 25 January 2012 – The European Commission has today proposed a comprehensive reform of the EU's 1995 data protection rules to strengthen online privacy rights and boost Europe's digital economy. Technological progress and globalisation have profoundly changed the way our data is collected, accessed and used. In addition, the 27 EU Member States have implemented the 1995 rules differently, resulting in divergences in enforcement. A single law will do away with the current fragmentation and costly administrative burdens, leading to savings for businesses of around €2.3 billion a year.

Brussels, 11 January 2012 – The development of electronic commerce and online services offers enormous potential for beneficial economic, social and societal change. The Internet economy creates 2.6 jobs for every "off-line" job lost, and offers a better choice to consumers, including those in rural and isolated areas. The gains brought by lower online prices and a wider choice of available products and services are estimated at EUR 11.7 billion, equivalent to 0.12 % of European GDP. If 15 % of retail sales were e-commerce and the obstacles to the internal market were removed, the gains for consumers might be as much as EUR 204 billion, or 1.7 % of European GDP.The European Commission finds, however, that there are many obstacles preventing consumers and businesses from investing fully in online services: ignorance or uncertainty about the applicable rules, offers that lack transparency and are hard to compare, and payments and modes of delivery that are often expensive and unsuitable.

Brussels, 10 January 2012 - Were you ever about to sign a contract for a personal loan, credit card, or other consumer credit and discovered that it was all working out more expensive than you had first expected? An EU-wide investigation of websites offering consumer credit took place to check whether consumers are receiving the information to which they are entitled under EU consumer law before signing a consumer credit contract. National enforcement authorities checked more than 500 websites across the 27 Member States plus Norway and Iceland. They flagged 70% (393) of sites for further investigation in relation to the following main problems: the advertising did not include the required standard information; the offers omitted key information that is essential for making a decision; the costs were presented in a misleading way. National enforcement authorities will now contact financial institutions and credit intermediaries about suspected irregularities and ask them to clarify or take corrective action. The sweep operation checked in particular how business is applying the Consumer Credit Directive (recently transposed in Member States), which aims to make it easier for consumers to understand and compare credit offers.

Brussels, 29 November 2011 – In 2010, one in five European consumers encountered problems when buying goods and services in the single market. If a seller refuses to repair your laptop which broke down when under guarantee or if you cannot come to agreement with a travel agent over a refund for a ruined holiday, there are ways to sort it out without going to court. But, unfortunately, at this stage, out-of-court dispute resolution in the EU is possible only for some business sectors or in some areas.

On October 28th 2011, The European Consumer Centres Network (ECC-Net) launches the report “Air Passengers Rights Report 2011 – in the aftermath of the Volcanic Ash Crisis”. The report focuses on several aspects regarding air passengers’ rights in the EU today, in particular during 2010.

Brussels, 21 October 2011 – Financial services, investments (including pensions and securities),  mortgages and real estate services are the markets which are the most likely to be failing consumers across the EU, according to the latest Consumer Markets Scoreboard. Among goods markets, second-hand cars and fuels have the poorest ratings. As in 2010, services markets continue to underperform, with financial services and network services all below average. Electricity supply and fuels have deteriorated most in comparison with 2010.

Further, a passenger may claim compensation for cancellation of a flight where his aeroplane took off but, for whatever reason, was subsequently forced to return to the airport of departure and that passenger was transferred to another flight

The European Consumer Centres Network (ECC-Net) launches the report “Online Cross-border Mystery Shopping - State of the e-Union” on 4 October 2011. The report reveals that in general consumers can be confident when shopping online across borders but it also shows obstacles that must be dealt with.

Brussels, 29 September 2011 - Buying tickets for music and sporting events on the internet is now much less likely to end in tears, following a crackdown on problematic websites which sold tickets to non-existent events or which failed to explain whether the buyer would get a refund or not, if the event was cancelled. 88% of the websites selling tickets for cultural and sporting events, checked for breach of EU consumer rules, now comply with EU law (compared with only 40% in 2010), and further improvements can be expected as cases are brought to the courts. The EU co-ordinated "Sweep" investigation was launched in September 2010 by national authorities in all Member States, Norway and Iceland. The problems identified included: incomplete or misleading information about the price of tickets; unfair terms and conditions; incomplete or misleading information about the trader. Sites have been corrected, usually voluntarily, but in some cases penalties were imposed.

Did you work, travel or live abroad in the European Union? Did you expand your business cross-border or bought products on-line? Then YOU are the person we are looking for to share with us your experience when outside your home country.

Have you ever had problems getting a faulty product replaced or repaired, or getting a refund and assistance from the airline when your flight was cancelled? If you bought the product or service from a trader based in another EU country (as well as Norway or Iceland), a European Consumer Centre (ECC) in your country is there to help. In 2010, the ECC network (ECC-Net) provided free help and advice in over 71,000 consumer cases, up by 15% compared to 2009, according to the network's 2010 annual report. One in three complaints concerned transport, of which almost 60% were about air travel (partly due to the volcanic ash crisis). More than half of the complaints handled concerned online purchases.

Whether a baby-stroller or a new pair of shoes, we all like to be sure that the products we buy in the EU are safe. The good news is that fewer dangerous products are reaching the EU market since such products are now identified and removed more readily. Thanks to the increasing effectiveness of the EU's rapid alert system for non-food dangerous products ("RAPEX"), a record 2,244 unsafe products were banned, withdrawn from the market or recalled from consumers in 2010 (up 13% compared with 2009), according to the 2010 annual RAPEX report published today. Member States have upped their game and European businesses are also taking their responsibilities in the consumer product safety area more seriously, with a marked increase (200%) in the use of the dedicated rapid alert system for business ('GPSD Business Application'). Safety at source has become a key focus – with attention now moving right back to the factory floor (design and manufacturing), and work with international partners is growing, in particular with China.

More and more people let themselves get attracted and pay thousands of EUR in advance for goods which they ordered via internet from abroad, but which they will never receive. They become victims of frauds or scams when willing to buy e.g. a car, notebook, mobile phone or a tractor for a very favourable price. The European Consumer Centre provides several pieces of advice how to easily check the particular trader from who a consumer wants to buy. It is not possible to eliminate the risk of fraud entirely, but it is possible to minimize it – with the help of cautious behaviour.

In March 2011 the European Consumer Center Network (ECC-NET) has gathered information on what should be taken into consideration when travelling around the European countries by car or bicycle. Often the travellers, while planning their trips, work out their own sightseeing routes and use their own or rented vehicle to travel. To avoid the undesirable situations it is particularly important to obtain information regarding road traffic regulations and restrictions, since the requirements may differ in different European countries.

According to a Eurobarometer study published today on the occasion of the 2011 European Consumer Summit, less than 50% of EU consumers surveyed felt confident, knowledgeable and protected as consumers. Empowered consumers find it easy to identify the best offer, know their rights and seek redress when things go wrong. Vulnerable consumers find it hard to understand the choices they face, don't know their rights, suffer more problems and are unwilling to act when things go wrong.

The spring Consumer Scoreboard published today by the European Commission shows a clear recovery in consumer conditions in nearly all EU countries after the steep decline in 2009. The annual index of consumer conditions is measured e.g. by consumer trust in authorities, NGOs and retailers and the effectiveness of handling disputes. The Scoreboard also confirms a growing gap between domestic and cross-border e-commerce, despite a clear potential of cross-border purchases in terms of choice and savings. But the study suggests that consumers are much more confident in  cross-border shopping once they have tried it. There are important obstacles to cross-border e-commerce on the supply side, with fewer retailers selling across national borders compared with 2009.

A Greek consumer was charged by his bank twice while shopping in London. A Greek ADR led to the bank refunding the second charge to the consumer. In another case, a French consumer shopping in France asked to withdraw from a contract but was charged a €150 penalty. Following a French ADR the consumer was able to withdraw from the contract without charge.

This questionnaire is part of the preliminary research for a new promotional campaign for the ECC-Network. Your answers will remain anonymous and confidential and will not be used for purposes other than for this study. In recognition of your help, we are offering you a chance to win an overnight trip to the next European Consumer Summit in Brussels"

The questionaire is available here.

Have you ever ordered online, paid for the goods and never received them? Then the European Consumer Centre can be of help to you. Between 2005 and 2009, the European Consumer Centres Network (ECC-Net) handled almost 270.000 contacts with EU consumers who turned to them for advice or help on cross-border shopping, according to the ECC-Net 5th anniversary report published by the European Commission today. The number of annual contacts has been rising steadily, from about 43.000 in 2005 to over 60.000 in 2009. The annual value of amicable settlements of complaints with traders (in reimbursements and compensation for consumers) reached € 3.5 million in 2008. The European Commission and Member States co-finance the ECC-Net which offers consumers free legal advice and assistance in every EU country as well as Norway and Iceland. Online purchases continue to be the main source of complaints for cross-border consumers: in 2009 they represented more than half (55.9%) of all complaints received.

The European Consumer Centres Network (ECC-Net) launches the sixth report “The European Online Marketplace: Consumer Complaints 2008-2009” on October 11, 2010. The report shows that a total of 8,032 (in 2008) and 8,885 (in 2009) consumer complaints and disputes were received by the ECC-Net, out of which 42 % and 55 % respectively dealt with e-commerce claims. In comparison, according to the ECC-Net case handling statistics for 2007, there were a total of 5,192 consumer complaints and disputes out of which 50% concerned e-commerce.

Citizens nowadays are more demanding than ever with their food. They want high-quality and tasty food and expect safe food that also meets their ethical values. For years traceability has been working to ensure that these various consumer needs are met.

That limit is absolute and includes both material and non-material damage. Under European Union law1, the liability of a Community air carrier in respect of passengers and their baggage is governed by the Montreal Convention2. Thus, that convention provides that the liability of a carrier in the case of destruction, loss, damage or delay of baggage is limited to the sum of 1000 Special Drawing Rights (SDR) for each passenger (a sum equivalent to approximately €1134.71)3, unless a passenger has made, at the time when the checked baggage was handed over to the carrier, a special declaration of interest in delivery at destination and has paid a supplementary sum if the case so requires. In that case, as a rule a carrier is liable to pay a sum not exceeding the declared sum.

The purpose of this memo is to respond to the most frequently asked questions concerning the current volcanic ash crisis, notably in relation to the Commissions role in opening up Europes airspace, while fully respecting safety requirements, to passenger rights and to the economic response for sectors hit by the crisis.

Speaking today following the closure of airspace and airports in more than 8 EU counties including Ireland, UK, Netherlands, Belgium, Norway, Sweden, Denmark and Finland, due the volcanic eruption in Iceland, European Commission Vice President Siim Kallas responsible for Transport said: "The volcanic ash cloud is a very significant threat to air safety.

The number of dangerous consumer products notified through the EUs rapid alert system for non-food dangerous products (RAPEX) rose by 7% in 2009 compared to 2008, the Commissions annual RAPEX report shows today. This rise from 1866 notifications in 2008 to 1993 last year shows that the capacity of the RAPEX system has increased again in 2009, following more effective market surveillance by Member States

The spring Consumer Markets Scoreboard published today by the European Commission reveals that EU consumers are still not reaping the full benefits of the internal market due to barriers to cross-border commerce. There is a growing gap between cross-border and domestic e-commerce.

When EU consumers buy clothes for their children they should not have to worry about safety risks. A recent EU market surveillance exercise, checked in particular, the safety of childrens clothes with cords and drawstrings, with which there can be a risk of strangulation, especially for children up to 7 years.

Due to European Consumer Summit 2010, European Commission has prepared questionnaire in order to find out consumer opinion about different currently actual and disputable issues during the summit.

Dynamic. Diverse. Unified. Imaginative. That’s the spirit of Europe, evoked by 10 posters created to celebrate Europe Day, 9 May 2010