The European Consumer Centres Network (ECC-Net) has published its 2024 Annual Report, highlighting the positive impact of its work in defending consumer rights within the Single Market. Over the course of the year, ECC-Net’s legal teams assisted nearly 134,000 consumers across Europe, achieving an amicable resolution in 59% of the cases and facilitating the recovery of nearly €8 million. In doing so, the network helped avoid court proceedings while promoting accessible and effective solutions. The report also outlines the key achievements of 2024, ongoing initiatives, priority issues, strategic recommendations for the new 2024–2029 European Parliament term, and an analysis of emerging consumer trends identified by ECC-Net.
In response to the European Commission’s presentation of the Passenger Mobility Package in November 2023—which includes four legislative proposals to strengthen travellers’ rights—ECC-Net conducted a detailed analysis and issued key recommendations to ensure effective consumer protection at the European level. In addition, ECC-Net published several reports on recurring issues such as dropshippingand parcel delivery problems, highlighting the urgent need for greater transparency and regulatory oversight in these areas.
Strategic recommendations for 2024–2029
The report also outlines priority areas identified by ECC-Net to reinforce consumer protection in the EU:
Consumer protection in the digital market
Hold digital platforms accountable for the safety of products, particularly those from third countries.
Enhance online payment security, standardise refund processes, and improve fraud detection.
Regulate influencer marketing through clear guidelines and accountability mechanisms.
Risks linked to artificial intelligence
Require disclosure of AI use in managing personal data for commercial purposes.
Ensure consumers can speak with real individuals when contacting AI-managed customer service.
Strengthening passenger rights
Establish a guarantee mechanism to protect consumers in the event of airline insolvency, given the average financial impact of €431 per affected traveller.
Clearly define what constitutes “extraordinary circumstances” to reduce ambiguity in compensation claims.
Harmonise hand luggage rules (weight and dimensions) to enable easier price comparison.
Introduce clear rules to improve transparency among intermediaries and online booking platforms.
With these proposals, ECC-Net reaffirms its commitment to a fairer, more transparent, and resilient European market, where consumer rights are fully respected and protected—particularly in an increasingly digital and mobile context. ECC-Net continues to serve as a vital resource for consumer protection across the European Union.
Source of information: ECC-Net.