Well advised across borders
Whether it’s a hotel booking in Sweden, an online purchase in Spain or a mobile phone contract in France, dealing across borders can quickly become complex due to different languages and rules. What rights do I have on site or online? And how can I enforce them from abroad?
We provide clear answers – accessible and easy to understand. And if you cannot resolve the issue on your own, the European Consumer Centre (ECC) Germany will personally support you.
For more than twenty years, we have been helping consumers in Germany – free of charge, independent and competent. We are the only organisation in Germany that provides assistance with cross-border consumer issues.
Our European network
To ensure that no one is left alone with cross-border questions and to strengthen trust in the internal market, the European Commission, together with the EU Member States, established the European Consumer Centres Network (ECC-Net) in 2005. The network supports consumers with questions relating to everyday life in Europe – quickly, competently and through direct cooperation between the centres.
We are part of a network of 29 partner centres in all EU Member States as well as in Iceland and Norway. In addition, ECC-Net works closely with the International Consumer Centre in the United Kingdom.
This close cooperation allows us to clarify cases directly in the country where the company is based – in the local language and with knowledge of national procedures. Together with our network partners, we analyse developments in everyday consumer issues across Europe, prepare statistical evaluations of cases and pass on key findings to legislators and authorities. This also includes comparative legal analyses and cross-border studies.
The Centre for European Consumer Protection – a unique binational structure
The ECC Germany is part of the Centre for European Consumer Protection (Zentrum für Europäischen Verbraucherschutz e. V., ZEV) based in Kehl. Under the same roof is our French partner centre, the Centre Européen des Consommateurs France (CEC France). Together, we form the only binational structure within ECC-Net. This close proximity enables fast coordination, short communication channels and particularly efficient support – especially for Franco-German cases.
Collective redress
As a recognised qualified entity, our supporting association can not only assist individual consumers but also enforce the rights of many affected parties collectively through the courts. This option complements our out-of-court work and sustainably strengthens consumer protection in Europe.
Our tasks: informing, advising, protecting
We
- inform people about their rights in the European internal market,
- provide free advice and support in disputes with businesses based in another EU country, Iceland or Norway,
- answer questions on dispute resolution in Europe and help identify the appropriate alternative dispute resolution body in the EU, Iceland, Liechtenstein and Norway, and
- protect collective interests by working closely with market surveillance authorities.
When you can contact ECC Germany
We can assist you if all of the following conditions are met:
- You are a consumer acting in a private capacity, not for commercial purposes.
- You live in Germany.
- You have a question about your consumer rights in Europe or a dispute with a business based in another EU country, Iceland or Norway.
- You contacted the business at least three weeks ago but were unable to reach a solution.
Please submit your enquiry exclusively via our online form. For data protection reasons, we cannot process enquiries sent by email.
When we are not the right point of contact
To ensure reliable support, our mandate is clearly defined. We therefore cannot act if …
… the case falls outside our remit:
- you do not live in Germany (consumers from other countries should contact the ECC in their country of residence),
- your concern is not related to consumer law,
- only German law is applicable,
- the purchase was made from a business outside the EU (e.g. Switzerland, the USA or Asia).
… the matter does not fall under consumer law:
- another area of law is concerned,
- the dispute is with a private individual,
- compensation for pain and suffering or damages is sought (only courts can decide such matters),
- you are seeking a recommendation for a law firm.
… the case is already being handled elsewhere:
- another organisation, mediation body or lawyer is already dealing with your case,
- court proceedings are ongoing, have been initiated or have already been concluded.
… you are not part of our target group:
- you are acting as a business,
- or as a lawyer or on behalf of a client.
… our statutory mandate would be exceeded:
- court representation would be required,
- or a specific behaviour by a business would need to be enforced.
We provide out-of-court mediation and rely on the willingness of businesses to cooperate.
How we help
This is how we support you with cross-border issues:
1. Submit your case
You submit your request via our online form and upload the necessary documents.
2. Assessment
Our legal experts analyse the case and assess whether we can take action.
3. Clarification abroad
As this is a cross-border case, we forward it to the ECC responsible for the country concerned. Our colleagues there contact the business, mediate and seek a solution – in the local language.
We act exclusively out of court and cannot compel a business to take specific action.
4. Outcome & recommendations
You receive feedback and guidance on possible next steps.
More than dispute resolution
Our aim is to prevent problems from arising in the first place. That is why we focus on clear, practical information:
- On site: personal advice during our opening hours
- Online at EVZ.de: legally reviewed articles, guides, template letters, brochures and handouts
- In everyday life: tips and videos on Instagram, LinkedIn, Facebook and YouTube (e.g. “Scams – what to do?”)
- Through exchange: events, trade fairs and a monthly newsletter with current tips
- In the public sphere: press releases on scams, consumer issues and new rights
Funding & independence
ECC Germany is funded by the European Commission and the German Federal Ministry of Justice and Consumer Protection.
Our services are therefore always free of charge, independent and reliable.
Our mission: building bridges
Our location at the Europe Bridge in Kehl – where Germany and France meet – symbolises our mission:
We build bridges across borders so that people in Europe know their rights and can act with confidence – everywhere.
European Partners
The Consumer Protection Cooperation Network (CPC-Net) is a European network of enforcement authorities that apply EU consumer protection law and take cross-border action against infringements by businesses.
Within the CPC-Net, the competent authorities of the Member States cooperate to pursue cross-border breaches of consumer law. This cooperation covers areas such as unfair commercial practices, online trade, geo-blocking, package travel, the online sale of goods and services, and air passenger rights.
TheEnterprise Europe Network supports small and medium-sized enterprises in developing their international business activities. The network’s experts help, among other things, to find international business partners, access new technologies and identify EU funding or financing opportunities.
In addition, the network provides information on intellectual property, internationalisation, EU law and European standards. Its services are expressly aimed at businesses – not private individuals.
The European Consumer Centres Network (ECC-Net) was established by the European Commission in 2005. A European Consumer Centre exists in all EU Member States as well as in Iceland and Norway.
ECC-Net provides free assistance to private individuals with questions about consumer rights in Europe and with cross-border disputes with businesses. The centres work closely together so that cases can be handled where the business is based – in the local language.
Europe Direct Information Centres are the first point of contact for general questions about the European Union. They act as an interface between EU institutions and citizens at local level.
There are around 500 Europe Direct centres across Europe, as well as a central Europe Direct Contact Centre. They provide information on EU policies, programmes, rights and current developments.
FIN-Net is a European network for the out-of-court resolution of consumer complaints in the field of financial services.
It helps resolve disputes with banks, insurance companies or other financial service providers based in another EU country, Iceland, Liechtenstein or Norway. The aim is to reach an amicable solution without court proceedings.
Safety Gate is the European rapid alert system for dangerous non-food products. National authorities publish daily alerts on products that pose a risk to health or safety.
The alerts include information on the product concerned, the nature of the risk and the measures taken by authorities, such as recalls or sales bans.
SOLVIT is a free service provided by national authorities in all EU Member States as well as in Iceland, Liechtenstein and Norway.
SOLVIT helps EU citizens and businesses when they encounter problems in another country because a public authority is not applying EU law correctly. The aim is to resolve such problems pragmatically and out of court.
Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.