Quality Charter

The European Consumer Centres Network (ECC-Net) comprises 30 centres across all EU Member States, Norway and Iceland, working together to resolve the consumer disputes of their residents in an amicable manner. Each centre is co-funded by the European Commission and national governments.

The primary role of ECC-Net is to enhance consumer confidence when engaging in cross-border transactions by providing free and confidential information and advice to the public on their rights as consumers, as well as assistance in the resolution of cross-border consumer complaints.

By providing a full and centralised service, ECC-Net is committed to empowering consumers and enabling them to take full advantage of the opportunities the Single Market offers.

The Quality Charter describes services you can expect to receive and sets out the standard of service consumers are entitled to expect when contacting the ECC-Net.

In order to get in touch with us, please contact the ECC in your country of residence.

ECC La carta dei Servizi
Understanding your expectations

ECC-Net is committed to offering a professional and courteous service to all consumers who contact us and we will make every effort to ensure that the services you receive reflect your needs and expectations.

We will check the merits of your query by carrying out an adequate preliminary assessment to ensure that the matter is within ECC-Net’s remit. All consumer queries will be dealt with by a competent member of the ECC-Net legal team and handled in a timely and accurate manner.

If your query relates to a matter that falls outside the remit of the ECC-Net, we will inform you accordingly and provide the contact details of any relevant body or organisation competent to deal with your query. Please check the annexe’s list detailing the matters covered and those excluded from the scope of the ECC-Net.