Celebrating 20 years ECC Netherlands: standing up for consumers together

Better access to justice through the ECC Network 

Better access to justice is provided through the ECC Network. Before 2005, it was challenging for consumers to obtain justice if something went wrong with a purchase or trip in another EU country. This prompted the European Commission and EU countries to establish a network of European Consumer Centres in 2005: the ECC Network. 

Now, there is a European Consumer Centre (ECC) in every EU country, Norway, and Iceland. ECC Netherlands is one of the 29 centres in the ECC Network. Over 150 legal experts across all ECCs work together to seek solutions for local citizens who encounter issues with traders in foreign countries. This way, the ECC services are provided in the consumer's own language and free of charge. ECC Netherlands has been able to provide this assistance for 20 years thanks to the support of the European Commission, the Ministry of Justice and Security, and Het Juridisch Loket.  On the occasion of our 20^th anniversary, we are highlighting some of ECC Netherlands' activities and campaigns.

Green Airlines: 109 travelers get money back after cancellations

If the consumer is right, we will not take no for an answer. In 2021, airline Green Airlines cancelled several flights from Airport Eelde. These were operated by German Airways, but the company stated it was not responsible for the flights in question. Therefore, the travellers did not get what they were entitled to: reimbursement of the plane ticket and compensation. Thanks to the efforts of our legal experts and lawyers, Caspar Janssens and Zoë Poortvliet stepping in, 109 travellers finally got their money back after waiting for two years.

Persistence is key
It sometimes takes a while before the problem is solved, but patience pays off. This case shows how important it is for consumers to stand up for their rights. We are always looking for a fair solution for the consumer and the trader involved. But we persevere if that doesn't work out right away. Achievements like these are made possible by our extensive network and fruitful collaborations with other consumer organisations.

Joint campaigns to reach a broader audience

The ECC frequently runs campaigns to inform consumers about their rights. Examples include the 'Don't get sleepless nights from your dream holiday' and the 'first check, then order' campaign. In these initiatives, we often collaborate with other consumer organisations.

Don't get sleepless nights from your dream holiday
Holidays are meant to relax, but sometimes they cause stress when things go wrong. The campaign 'don't get sleepless nights from your dream holiday', aimed to make holidaymakers aware of things that can go wrong while travelling and at the holiday destination. We shared tips to avoid hassle while travelling and informed consumers about their rights in case of issues arising with car rentals and trip cancellations.

Check first, then order
Many consumers buy products or services from online shops without checking whether the seller is reliable. We see this every year in the complaints we receive. The National Internet Scam Hotline of the police (LMIO), the Authority for Consumers and Markets (ACM), the Consumers' Association and the Fraudehelpdesk also receive many reports about unreliable online shops. Therefore, we ran the awareness-raising campaign 'Check first, then order' every autumn from 2022 to 2024. We asked consumers to check the reliability of online shops and share tips on how to solve problems if things do go wrong. For example, if a product is not delivered for months or does not arrive at all. 

ECC Netherlands present at major national events

ECC Netherlands has been present at various events in recent years. From the Vakantiebeurs with more than 100,000 visitors to the Libelle fair with more than 83,000 visitors. We gave tips to travellers and holidaymakers and shared information about their rights as consumers and passengers in the EU, together with the European Commission's representation in the Netherlands. We also gave lectures at schools, libraries and other events. This increases our visibility and ensures that consumers know where to find us for reliable help.

Cooperation Day in Amsterdam

Every year, one of the 29 ECCs organises a Cooperation Day that focuses on the cooperation within the ECC Network. We will discuss how we can work together even more effectively and how we can enhance our services. At the beginning of 2016, the Netherlands held the presidency of the EU. That is why ECC Netherlands brought all colleagues together in Amsterdam for this work visit. This way, we keep in close contact with colleagues abroad, stay informed of developments in the field of consumer rights, and focus on themes that are important to the EU.

New Year's reception at the Royal Palace

Every year, King Willem-Alexander and Queen Máxima receive a few representatives from Dutch society, politics and civil society organisations at the traditional New Year's reception. In 2019, Eva Calvelo Muino, Director of ECC Netherlands, had the honour of attending. She was invited thanks to the collaboration with the Ministry of Economic Affairs and Climate Policy and the Ministry of Justice and Security.

Looking to the future

The world of the consumer is changing rapidly. Ever more ways of online shopping, new digital services and travel keep arising, while sustainability is also becoming increasingly important. At the same time, technological innovations, including artificial intelligence, come with new opportunities and risks. Both European rules and traders are responding to these developments. This makes it even more critical for consumers to know their rights and be able to rely on them. The European Consumer Centre guides consumers, warns them against deception and supports them if something has gone wrong with the purchase or trip and the trader does not cooperate in finding a solution. We will continue to do so. Now and in the future.