Experiences & complaints of e-consumers Edith Appelmans – European Consumer Centre Belgium.
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Transcript of Experiences & complaints of e-consumers Edith Appelmans – European Consumer Centre Belgium.
![Page 1: Experiences & complaints of e-consumers Edith Appelmans – European Consumer Centre Belgium.](https://reader035.fdocuments.in/reader035/viewer/2022062404/5515299a55034673228b5460/html5/thumbnails/1.jpg)
Experiences & complaints of e-consumers
Edith Appelmans – European Consumer Centre Belgium
![Page 2: Experiences & complaints of e-consumers Edith Appelmans – European Consumer Centre Belgium.](https://reader035.fdocuments.in/reader035/viewer/2022062404/5515299a55034673228b5460/html5/thumbnails/2.jpg)
A European network for consumers
• Project of the European Commission (DG Sanco)• To promote consumer confidence in the Internal
Market• How:
Through solving consumer complaintsThrough information provision and education
• Subsidized by European Commission (50%) and by the Member States (50%)
• ECC Belgium exists since October 2001
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ECC-Net statistics 2011
• ECC-Net handled 70 207 demands from consumers in 2011 :
• 28 108 information requests
• 42 099 complaints
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Complaints from e-consumers
• cross-border consumers
• contacting ECC-Net
• purchasing service or product online:56,6%
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E-consumers complaints per type ECC Belgium
• ECC Belgium received 1822 complaints (55%) from e-consumers in 2011
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E-consumers complaints per sector ECC Belgium
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Online cross-border mystery shopping of ECC-Net
• 18 ECC’s puchased and returned 20 products between €50 and €150 in 17 other EU-states in Jan-March 2011
• Analysis of information on websites, of purchase procedure, return procedure and reimbursement
• Positive results for pre-contractual information:– Name easy to find (90%)– Geografical address (86%)– E-mail address (80%)
• but: – no information on delivery time (26%) or delivery costs (7%)– Only 82% mentions right of withdrawal & in 20% info is false
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• Delivery: 62 % in the week after payment, 89% in 2 weeks after payment. Mean: 8 days between payment and delivery
• Reimbursement: 46% in 7 to 14 days after receiving returned products, 90 % in 30 days. 10 % not reimbursed
• 57% did not reimbursed delivery costs
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Only 17 % of the websites displayed a trustmark (52 websites)
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New ECC-Net report to be published in October 2012
The last 4 years the key categories, given rise to most complaints, have remained the same
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ECC-Net workshop on fraud in 2012
• ECC-Net will present its report
• prevention is the best way to avoid consumers to be trapped
• Brochure ECC Belgium
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More info?
European Consumer Centre Belgium
www.eccbelgium.be www.cecbelgique.be
www.eccbelgie.be