Report on the work
OF THE EUROPEAN
CONSUMER CENTRE
SLOVENIA
Help and advice for consumers in Europe
Report on the work
OF THE EUROPEAN
CONSUMER CENTRE
SLOVENIA
Content
I. The European Consumer Centres Network is celebrating its 10th anniversary . . . . . . . . . . . . . . . . . . . .
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II. How does the ECC-Net operate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
2.1 Other possible ways for resolving consumer complaints and disputes . . . . . . . . . . . . . . . . . . . .
5
III. ECC activities and results in 2015 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
3.1 Advice and assistance for consumers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
3.1.1 The most common reasons for complaints and examples of successfully resolved cases . . . . . . . . . . . . 9
3.1.2 Online purchases and web fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3.2 Informing and educating consumers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3.2.1 The epc.si website and social media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3.2.2 ECC News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3.3 Promotional activities and the media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3.3.1 The “Where does the shoe pinch” campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3.3.2 Participation at trade fairs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3.3.3 Cooperation with the media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3.3.4 Advertising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
IV. Cooperation with supervisory bodies and stakeholders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
V. Cooperation with other centres in the ECC-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
5.1 Joint projects of the ECC-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
5.2 Study visits to other centres . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
VI. Useful contact information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
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The European Consumer Centres Network is celebrating its 10th anniversary
Due to the ever more harmonised European legislation regulating the
operation of the internal market and due to the opportunities offered
by modern technology, borders between Member States are becoming
increasingly less visible, for providers of goods and services as well as for
consumers. The number of consumers who shop in other Member States
or travel there has been growing, thus enhancing the significance of the
operation of the European Consumer Centre Network (ECC-Net). Through
its centres in each EU Member State, Iceland, and Norway, the network
has been providing free daily advice to consumers and offering expert
support in resolving their complaints against foreign providers of goods
and services for ten years. Therefore, the ECC-Net has been contributing
to a more effective cross-border enforcement of consumer rights and has
been becoming an increasingly recognisable and indispensable link in the
structure for the protection of consumers on the internal market.
The European Consumer Centre Slovenia (ECC) became a member of the
ECC-Net in 2006, two years after Slovenia joined the EU. Since then, the
number of consumers who turn to the ECC when they require information or
assistance has been constantly growing. In 2014, the ECC provided advice
to 220 consumers, and gave assistance to 192 consumers in resolving
their complaints. In 2015, 332 consumers turned to the ECC to obtain
information, and 220 consumers resolved their complaints with the help
of the ECC.
The ECC Slovenia Team: Tadeja Žefran, Legal Advisor, Martina Gašperlin, Legal Advisor, Romana Javornik, ECC
Director, Damjana Bokal, Communication Officer (ECC Slovenia)
In 2015, the ECC-Net celebrated its 10th anniversary. Its operation and success are based on the mutual
cooperation of 30 centres in EU Member States, in Iceland, and Norway. These centres, sometimes playing the role
of the centre in the country of the provider and sometimes the role of the centre in the country of the consumer,
ensure that the consumer rights concerning cross-border purchases of goods or services are enforced more
effectively. The European Consumer Centre Slovenia has been a part of this network since 2006.
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REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
How does the ECC-Net operate
Often, consumers who make purchases in other EU Member States, in
Norway, or Iceland or who travel there are less successful in enforcing
their rights with a foreign provider. In such cases, they can obtain
information, advice, or expert support in resolving a complaint against
a foreign provider from the ECC in their country.
When the Slovenian ECC receives a complaint from a Slovenian
consumer and finds out that it is well-founded, it prepares a description
of the case and a legal foundation for the claim in English and
forwards the case to the ECC in the country of origin of the provider,
to whom the complaint refers. This ECC then contacts the provider,
explains him the rights of slovenian consumer and asks the provider
to fulfil his demands. Similarly, the Slovenian ECC helps to enforce the
rights of foreign consumers in relation with Slovenian providers.
When resolving complaints with the help of the ECC-Net, consumers
avoid costs and technical and language obstacles that often hinder
the effective enforcement of consumer rights related to a cross-border
purchase of goods or services. However, success – i.e. the fulfilment
of the consumers’ demand – is not guaranteed in advance. In order
to resolve a complaint, the cooperation of both sides is required –
of the consumer and the provider. When a provider is unwilling to
respect consumer rights and achieve an amicable resolution of a
complaint or if the provider fails to recognise the consumer's claim,
the consumer must utilise out-of-court options or even go to court in
order to resolve his dispute.
When resolving complaints with the help of the
ECC-Net, consumers avoid costs and technical and
language obstacles that often hinder the effective
enforcement of consumer rights with foreign
providers of goods or services.
2.1 OTHER POSSIBLE WAYS FOR RESOLVING
CONSUMER COMPLAINTS AND DISPUTES
If an amicable solution cannot be achieved within the ECC-Net, consumers are
informed of other possible methods for resolving their complaints or disputes. In
the event of a cross-border dispute, judicial procedures, such as European small
claims procedure and the European Payment Order, are available. If consumers
make their purchase using a credit card, they may be entitled to be reimbursed by a
chargeback procedure, initiated by the bank that issued the credit card.
In the field of regulating the out-of-court resolution of consumer disputes,
significant progress was made in 2015 resulting from the adoption of the Outof-Court Resolution of Consumer Disputes Act (Official Gazette of the Republic
of Slovenia, No. 81/2015) and the appointment of the competent authority for
implementing Regulation 524/2013/EU on online dispute resolution as a result of
the transposition of European legislation in this field.
The introduction of the said legislation at the European level should contribute
to a more effective, accessible, and quicker enforcement of consumer rights on
the internal market; specifically, one of the significant tasks of the ECC-Net is to
promote, within the scope of its competencies, the development of out-of-court
resolution of consumer disputes. Therefore, in events when the provider does not
agree with the consumer's demand, the ECC directs the consumer to the bodies for
out-of-court resolution of consumer disputes.
To what extent the system for the out-of-court resolution of consumer disputes
will actually function in practice will depend on the extent of the participation of
companies in this procedures. According to the experience within ECC-Net, the
increased interest among providers is still pending.
Therefore, the ECC-Net still remains the number one choice for most consumers who wish
to resolve their complaint in an informal and amicable manner, and without any costs.
Legislation in the field of out-of-court resolution of
consumer disputes has been established in the majority
of Member States, but in practice has not yet been used
on the adequate scale.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
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ECC activities and results in 2015
3.1 ADVICE
CONSUMERS
AND
ASSISTANCE
FOR
In 2015, 332 consumers, which is 50% more than the previous year, turned
to the ECC because they wished to learn about their rights related to the
cross-border purchases of goods or services. Their questions were received
by the ECC mainly by e-mail or telephone. Slightly less than one third of all
information requests were in the field of transport, and the majority of them
referred to the rights of air passengers. In the summer, the questions were
mainly from Slovenian tourists, who received notifications from Slovenian
attorneys concerning unpaid parking fees during their stay in Croatia in past
years. In most cases, the complaints referred to the fees charged by Slovenian
attorneys, but in such cases the ECC has no jurisdiction to intervene.
In the field of clothing and footwear, consumers often required ECC advice
concerning any risks when shopping in a particular online shop. There
were also some consumers who encountered fake products when they
made affordable purchases outside of the EU and, as a result, they were
faced with unexpected procedures and costs related to the destruction of
such goods. Often, consumers asked the ECC about returning the goods
purchased online and about reimbursement options.
In the field of home equipment, consumer questions most frequently
referred to their rights in the event of defective goods, enforcing commercial
warranties, delays in the delivery of goods, etc.
The ECC provides advice over the telephone (+386 (0)1 400 3729), e-mail ([email protected]), or in person at
Kotnikova 5 in Ljubljana each working day from 9 a.m. to 3 p.m.
Information requests
Other ; 13%
Health; 1 %
Transport; 31 %
Food and non-alcoholic beverages; 2 %
Restaurants, hotels, and
accommodation services; 6 %
Communication services; 7 %
Home equipment; 19 %
Clothing and footwear; 9 %
Recreational and cultural activities; 12 %
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REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
The number of complaints by Slovenian consumers against the providers
of goods and services based in another Member State, Norway, or Iceland
also increased in 2015, when the ECC processed 190 complaints, compared
to 2014, when there were 164 such complaints.
Furthermore, the number of complaints filed by foreign consumers against
Slovenian providers also slightly increased. In 2014, the ECC processed 28
such complaints, and 30 in 2015. So, there was a total of 220 consumer
complaints recorded in 2015.
When consumers fail to enforce their rights with a foreign provider of goods or services, they may ask the ECC
in their country to assist them in resolving the issue. The complaint processing procedure begins by completing a
complaint form, which is available in all EU official languages at the epc.si website.
No. of information requests
Number of information requests and number of complaints in 2014 and 2015
600
No. of cmplaints
552
500
402
400
332
300
210
200
100
0
192
220
2014
2015
The success rate of resolving complaints against foreign providers
successfully unsuccessfully
resolved cases resolved cases
52 %
48 %
The success rate of resolving complaints against Slovenian
providers
successfully
resolved cases
67 %
unsuccessfully
resolved cases
33 %
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
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The success rate of resolving a consumer’s complaint also depends on the willingness of the provider to cooperate
and resolve the dispute with the consumer in an amicable manner. The ECC has no power and jurisdiction to force
providers to observe the rights of consumers and to impose measures against them in case they violate these rights.
The ECC recorded the most complaints against German providers, more
than 50% fewer complaints were filed against providers from the United
Kingdom, followed by Italian, Austrian, and Dutch providers. The statistical
data concerning all purchases made by various countries is not available,
but it can be concluded that Slovenian consumers also make the most
purchases in the above countries. With regard to the Slovenian providers of
goods and services, most complaints were filed against them by Croatian
consumers, followed by Austrian, French, and Hungarian consumers.
Complaints by Slovenian consumers against foreign traders
Transport is a field in which the number of consumer complaints is the
greatest and has been increasing from year to year. These complaints
represent 40% of all complaints. This is mostly due to air travel, followed by
vehicle purchases (new and used cars and bikes) and car rental. According
to the number of complaints, recreational and cultural activities take
second place (19%), and third are restaurants, hotels, and accommodation
services (14%). Clothing and footwear account for merely 8% of all
complaints and home equipment for 7%. The remaining areas account for
12% of all complaints.
Percentage of complaints by field
other; 12 %
Germany; 27 %
transport; 40 %
home equipment; 7 %
Other; 33 %
clothing and
footwear; 8 %
United
Kingdom;
12 %
The
Netherlands;
8%
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Austria;
9%
Italy;
11 %
restaurants, hotels, and
accommodation services;
14 %
recreational and cultural
activities;
19 %
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
3.1.1 THE MOST COMMON REASONS FOR
COMPLAINTS AND EXAMPLES OF SUCCESSFULLY
RESOLVED CASES
Complaints by air passengers stand out in the field of transportation,
mainly due to flight delays, cancellations or luggage that arrived late
or was lost. Purchases of used cars also have to be emphasised as a
field in which the number of complaints has been increasing. In this
field, according to ECC experience, it is very difficult to find an amicable
resolution with trader, as they mostly reject any liability for defects
found on vehicles, which is the most common reason for complaints.
Among the complaints in the field of recreation and culture, which
includes audio-visual and photography equipment, data processing
equipment (usually computers and computer equipment, tablets,
cameras, TV's), and accessories and equipment for recreation, most
complaints refer to problems enforcing rights due to defective goods,
the non-compliance of goods with the agreement, or the failure to
deliver the goods. In the past, the ECC also processed multiple
complaints due to the delivery of damaged goods. In those cases, the
enforcement of consumer rights proved to be especially problematic
because the provider claimed that the goods were in perfect condition
and that they are not liable for the damage.
platforms, so the processed complaints were also connected with
services and liability of such online intermediaries.
In the field of clothing and footwear, the ECC processed multiple
complaints due to the failure to deliver goods and the violation of the
right to withdraw from a contract, concluded online. In these cases,
the provider failed to return the purchase price within the 14-day time
limit prescribed by law to consumers who returned the goods (because
they did not suit them for any reason whatsoever).
Consumers who purchased furniture or other home products from a
foreign trader also most frequently complained about goods not being
delivered and problems regarding the enforcement of rights due to
defective goods.
With regard to restaurants, hotels, and accommodation services,
consumers most frequently complained due to tourist accommodation
facilities that were not in line with the description in the offer.
Consumers usually booked their accommodation through an online
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
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Successfully resolved case:
Travellers left without a ticket even though
their reservation had been confirmed
At the end of October 2015, a Slovenian family purchased two airline tickets
through a Spanish company to travel to the World Chess Championship in Athens.
After the payment in the amount of EUR 573 was made, the family received their
flight information and the booking number from the air carrier. Much to their
surprise, as they arrived at the airport, they discovered that the passenger and
her son did not have a valid ticket, so they would not be able to board the flight to
Athens. The air carrier offered them new tickets for a total of EUR 9,000 but they
chose to purchase tickets from another air carrier for EUR 1,336. However, the
flight was from Salzburg, so they had to drive there. Due to a later return flight,
they had to pay for two extra nights at a hotel.
www.shutterstock.com.com
The family wished to receive a reimbursement of the difference in the ticket prices
and of the additional hotel costs, so they turned to the company from which they
purchased the initial air tickets. However, the company failed to provide an answer,
so the family asked the ECC to intervene. With the help of the Spanish ECC, which
sent the request to the company, the family received a reimbursement of the
difference in ticket prices and hotel expenses, in the total amount of EUR 763.
Successfully resolved case:
Damaged computer screen and problems
receiving the reimbursement of the purchase
price
10
www.shutterstock.com
A Slovenian consumer ordered a computer screen on a website of a German
provider, which he then returned to the trader because it was defective. The
trader then sent a new screen, which was also not in perfect condition. The
consumer informed the trader of this and thetrader proposed to reimburse
the purchase price because he assumed that the damage on the screen most
likely occurred during the transportation of goods. The consumer agreed
with the suggestion and sent the screen back. In addition to the purchase
price, the consumer also requested the reimbursement of shipping costs,
since in the event of defective goods, consumers are entitled to request the
reimbursement of costs related to material, spare parts, work, transfer, and
transport of products. Because the money was not transferred even after
a month and a half, the consumer turned to the Slovenian ECC, which then
contacted the German ECC. After the German ECC intervened, the trader
transferred the purchase price in the amount of EUR 217 and the consumer
decided to withdraw the claim for the reimbursement of shipping costs.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
Successfully resolved case:
Withheld hotel deposit
www.shutterstock.com.com
In July, a Slovenian consumer stayed at a hotel in Swindon, UK, while on a business
trip. Upon arrival, the hotel staff required that he paid his accommodation fee,
including a deposit for any damages. This amount totalled to GBP 758. The guest
paid the amount with his debit card. It was evident from the invoice that he
received upon departure that the four-day stay at the hotel amounted to GBP 568,
and the hotel staff assured him that the deposit would be returned to his card.
Because the deposit was not transferred to his bank account after he returned
home, he called the hotel, which claimed that he would receive the returned
amount in the following 30 days. However, he failed to receive the amount even
after 30 days, so he once again turned to the hotel, where the staff claimed that
the amount was transferred and that the problem was most likely with the bank.
After checking with the bank, where the transfer could not be found, the consumer
asked the hotel to provide information on the bank transfer, but he received no
answer. For this reason, he turned to the ECC for assistance. After the British ECC
intervened, the hotel re-investigated the matter and discovered that an error
occurred because the payment was made using a debit card and not a credit card.
Funds cannot be blocked on a debit card. Therefore, the amount was charged to
the consumer’s bank account by mistake. The hotel immediately reimbursed the
amount due to the consumer.
Successfully resolved case:
A consumer returned clothes and a handbag,
but the purchase price was not reimbursed
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
www.shutterstock.com
At the beginning of the summer, a consumer purchased two handbags and a tunic
in a Slovenian online shop. Because the goods did not suit her wishes, she returned
them to the trader and required that the purchase price be reimbursed. The trader
confirmed the receipt of the products and notified her that the process for returning
the purchase price would presumably last 10 days. After about two weeks, she
received a notification that the purchase price had been transferred to her bank
account and that the transfer would be seen within one or two days. Because this
did not happen, the consumer once again tried to contact the trader, but this time
the trader failed to reply. The online shop ceased its operations in Slovenia, but it
was still active in Slovakia, so the Slovenian ECC asked its colleagues in Slovakia
for assistance. They then contacted the trader, who reimbursed the purchase price
to the consumer.
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Successfully resolved case:
A consumer received a wrong and
damaged cooker hood
www.shutterstock.com.com
A Slovenian consumer ordered a cooker hood in the amount of EUR 191 from a
Slovakian trader. When she received the product, she discovered that it did not
match the one that she ordered. The technical data, including the data on air flow,
engine speed, and volume were different than those contained in the cooker hood
description on the trader’s website. Furthermore, the product was damaged. She
informed the trader and asked for the purchase price to be returned. However,
the trader answered that they would enquire with the delivery service regarding
the matter. A week later, the trader informed her that the delivery service had
refused any liability for damaging the product, so the company refused to return
the money. The consumer turned to the Slovenian ECC for assistance, which then
informed the ECC in Slovakia. ECC Slovakia established contact with the trader
and explained that the delivered product did not have the properties stated in the
advertisement, and so was not the product that the consumer purchased. After the
ECC intervened, the trader took the product back and soon after reimbursed the
full purchase price to the consumer..
Successfully resolved case:
Damage caused during the renovation of an
older residential building
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www.shutterstock.com
In November 2014, a Slovenian consumer entered into an agreement with an
Austrian contractor with regard to a house renovation. The contract covered
roofing work, tinsmithing, the facade, dry construction and other work, with the
supply of all built-in materials. There were complications at the very beginning
of the project because the construction site was not properly organised and
secured, and the contractor failed to observe the provisions of the agreement.
The deadline for the performance of the majority of works was significantly past
due and some contractual works were performed in an unprofessional manner,
which caused rainwater to enter the house and cause damage, due to which the
house could no longer be used for residence. For this reason, the consumer wanted
to rescind the contract and demand compensation from the contractor, but was
unsuccessful. Therefore, he contacted the ECC, which asked the Austrian ECC to
provide information about the company and to deal with the case. The information
that was provided revealed that the company had been wound up, i.e. it no longer
existed. The Austrian ECC thus contacted the insurance company with which the
respective company was insured. The insurance company soon sent an expert to
review the situation and establish the damage caused. On the basis of the expert's
opinion, the insurance company paid EUR 20,223 in compensation.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
3.1.2 ONLINE PURCHASES AND WEB FRAUD
Purchases from other countries are most frequently made online, and the
scope of such purchases also continues to grow consistently. This data
is also reflected in the number of complaints – in 74% of cases of filed
complaints processed by the ECC, a purchase was carried out online.
When shopping online, consumers do not have direct contact with a provider
and cannot inspect goods prior to purchase. Unfortunately, this fact makes
the work of unfair trader and defrauders easier. Of the 332 consumers
who turned to the ECC for assistance, approximately 10% were most likely
victims of online fraud.
Therefore, a particular measure of care should be taken when shopping
online, including preventive inspections of the provider, their contact data,
date when the website was launched, the validity of certificates and quality
labels, general terms and conditions, etc. Consumers should be particularly
careful regarding e-mails from free e-mail providers and payment methods,
regarding which the ECC advises not to use direct cash transfers.
In cases of online fraud, the ECC has no jurisdiction, and consumers must
report the fraud to the police.
3.2 INFORMING AND EDUCATING
CONSUMERS
3.2.1 THE EPC.SI WEBSITE AND SOCIAL MEDIA
The epc.si website and its Facebook profile provide consumers with the most
important information concerning their rights e.g. when travelling by aeroplane,
train, coach, or ship, or when entering into consumer loan agreements. There,
consumers can find out about mobile roaming prices, timeshare traps, and
they can learn about the latest consumer topics, news, interesting facts, and
activities carried out by the ECC and other relevant stakeholders. In order for
the epc.si website to be as user-friendly and functional as possible, it was
fully redesigned and updated in 2015. Now, consumers can visit the website
and subscribe to e-news, participate in surveys, and quickly and simply ask
questions using a contact form. An online complaint form is also available. This
form is completed by consumers when they wish to enforce their rights with a
foreign provider of goods and services with the help of the ECC.
The epc.si website provides consumers with the most important information concerning their rights. (ECC
Slovenia)
When shopping online, the ECC advises consumers to
be careful when receiving promises and offers that
seem implausible. It is good to keep in mind that if
the offer online seems too good to be true, then it
probably is not true.
In 2015, the epc.si website was visited by more than
60,000 consumers, and the Facebook profile page was
liked by more than 400 consumers.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
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3.2.2 ECC NEWS
ECC News, which was published five times this year, deals with the latest
topics concerning the rights of consumers at a national and European
level. The subscribers to the e-news, which are in excess of 500, were
able to discover facts about enforcing their rights on the basis of various
commercial warranties offered by traders or manufacturers, what they need
to pay attention to when renting a vehicle abroad, and we also warned
them of cases of special “top deals” where consumers have to be especially
careful, etc. Consumers can subscribe to ECC News on the epc.si website.
In this “travelling office,” which operated in a nearly 60-year-old British
double-decker bus, visitors were able to obtain, in one place, information or
advice with regard to their consumer rights in Slovenia and abroad, the safe
use of the internet and recognising online risks, and concerning their rights
and opportunities as EU citizens.
In addition to ECC advisers, representatives of the Market Inspectorate of
the Republic of Slovenia, the Solvit Centre, local Europe Direct information
points, and the SI-CERT National Computer Emergency Response Team
were available to answer the visitors’ questions. In addition to free
advice, visitors and random passers-by received useful informative and
promotional materials.
3.3 PROMOTIONAL ACTIVITIES AND THE
MEDIA
3.3.1 THE »WHERE DOES THE SHOE PINCH?«
CAMPAIGN
Old British double-decker bus served as a “travelling office” during the campaign. (ECC Slovenia)
Training shoe which reminded consumers on their right of withdrawal when shopping online attracted much
attention of local people. (ECC Slovenia)
Numerous events held in their own countries by all ECCs were devoted
to the tenth anniversary of the ECC-Net. ECC Slovenia celebrated this
anniversary by keeping in contact with consumers and dealing with their
everyday problems. For this purpose, it organised the “Where does the
shoe pinch?” campaign, moving its office to major Slovenian cities for six
days: Kranj, Nova Gorica, Postojna, Koper, Ljubljana, Maribor, Ptuj, and Novo
Mesto, as well as the Edvard Rusjan Airport in Maribor.
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Within this campaign, the ECC also continued with a campaign on consumer
rights, which it had been carrying out since 2014. In the image of this
campaign a large prop was built – a training shoe, which accompanied the
team as it travelled around Slovenia and served to attract the attention of
local people. The events were also filmed and used in a video created by
the ECC for promotional and informative purposes.
The campaign was well received in the media, as many media outlets
reported on it, and it also received a prize by the Represenation of European
Commission in Slovenia for the best joint project carried out by any of the
European Commission’s networks and contact points in 2015.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
3.3.2 PARTICIPATION AT TRADE FAIRS
3.3.4 ADVERTISING
The Children’s Bazaar is an educational event with a trade show set-up
intended mainly for families. ECC advisers provided information and advice
to visitors concerning their rights when shopping or travelling outside of
Slovenia. Informative materials on consumer rights and the ECC-Net
services were available.
The ECC seeks to warn about particular consumer topics by means of
paid advertising in the media. Among other things, a radio advertisement
was recorded with the famous Slovenian actor Matjaž Javšnik, which was
played on numerous radio stations around Slovenia. The advertisement
uses humour to describe the kind of situation that a consumer may face
when making an online purchase abroad, with regard to which the ECC can
offer assistance.
The ECC uses various communication tools, such as
campaigns for raising the awareness of consumers,
events with an old-time bus in the field, appearances
in the media, ECC News and press releases, radio
advertisements with famous actors, participation at
trade fairs, etc. to gradually, yet successfully increase
its recognisability and become a relevant partner in
discourse on radio and television shows.
ECC regularly participates at fairs and other events where ECC advisors provide information and advice to
visitors concerning their rights when shopping or travelling outside of Slovenia. (ECC Slovenia)
When vistors came to the ECC stand on Student Arena their most common
questions were regarding their rights concerning air travel and online
shopping. Besides information and advice, the ECC provided visitors with
informative materials and practical tools to use when travelling.
3.3.3 COOPERATION WITH THE MEDIA
The ECC strives for a quick and professional response to media questions
referring to the ECC field of work. The center is quite frequently a guest on
radio and television shows, and also contacts the media itself on special
occasions by issuing a press release. Good cooperation with the media is
necessary in order for the ECC to achieve a maximum level of recognisability
among the public and consumers, who might have need of its assistance.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
15
Cooperation with supervisory bodies and stakeholders
and Technology and the Market Inspectorate of the Republic of Slovenia. In
order to improve the level of information provided to consumers concerning
other procedures for resolving their complaints and disputes, the ECC began
working with courts and banks, where European small claims procedure or
chargeback procedures are carried out.
The ECC also met with and worked together with the representatives of
the Solvit Centre, SI-CERT, and the Represenation of European Commission
in Ljubljana, as well as with other European Commission’s networks and
contact points. With the latter, it also took part in a joint meeting with
colleagues in Croatia.
ECC and Solvit advisors provide advice to consumers in Maribor. (ECC Slovenia)
To enforce consumer rights as successfully as possible, the ECC works with
Slovenian supervisory bodies, Slovenian providers of goods and services,
and with other institutions and parties involved in the field of consumer
protection. In 2015, the ECC held meetings or joint events with professionals
in the field of consumer protection at the Ministry of Economic Development
For its 6-days campaign ECC received a prize by the Represenation of European Commission in Slovenia for
the best joint project carried out by any of the European Commission’s networks and contact points in 2015.
(Represenation of European Commission in Slovenia)
European Commission’s networks and contact points including ECC, took part in a joint meeting with
colleagues in Croatia. (Represenation of European Commission in Slovenia)
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REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
Cooperation with other centres in the ECC-Net
Summary
ECC-Net Air Passenger Rights Report 2015
5.1 JOINTDoPROJECTS
OFthey areTHE
consumers get the compensation
entitled toECC-NET
and at what costs?
ECC-NET AIR PASSENGER RIGHTS REPORT 2015
In 2015, all of the ECCs received an aggregate of more than 4,000 complaints
persons with reduced mobility, and in cases when a private claim company is
hired to obtain compensation
CROSS-BORDER CAR PURCHASE – WHAT TO LOOK OUT FOR
WHEN YOU’RE BARGAIN HUNTING?
Due to increase in number of air passengers’ complaints ECC-Net prepared Air passenger rights report which
was published in the beginning of 2015. (ECC-Net)
ECC-Net Cross-border car purchase report gives practical advice on every step of the process to consumers buying a car in
another EU Member State or Norway, from the initial transaction to the completion of the registration procedure. (ECC-Net)
by consumers who had experienced problems enforcing their rights to
compensation due to a flight delay or cancellation. Therefore, the ECC-Net
studied the main issues faced by passengers and the causes for such issues.
Prior to making a decision to purchase a vehicle abroad, numerous questions
arise, such as: which documents are required to register the vehicle, are
transit licence plates and insurance required for the journey home, where
does VAT need to be paid, is the car covered by a guarantee, is the technical
inspection that was conducted abroad still valid in the consumer's country,
what are the options for resolving disputes with traders or complications due
to registration, etc.
In order to receive assistance with enforcing their right to compensation,
consumers may turn to the ECC-Net, national enforcement bodies, consumer
agencies or Ombudsmen, and bodies for out-of-court resolution of consumer
disputes. In recent years, there has also been a rise in private claim companies
that can help consumers obtain compensation in return for a fee. The Report
includes more information on how such companies operate and how successful
they are in obtaining compensation for consumers.
Co-funded by
the European Union
In order to help passengers, the ECC-Net also drafted checklists in the report,
with the help of which consumers can verify how well they know their rights in
the event of a flight delay or cancellation, the rights of disabled passengers and
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
CROSS-BORDER CAR PURCHAS
What to look out f
when you
bargain huntin
Because answers to these questions are not always easy to find, the ECC-Net
carried out an extensive study, in which, among other things, it studied the
issues faced by consumers most frequently when purchasing vehicles abroad.
The Report is an extensive source of data concerning regulation, practices,
procedures, and competent institutions in every Member State and in Norway,
which are important when making cross-border vehicle purchases. On the basis
of the study results, guidelines with practical advice concerning each step of the
This summary is part of the ECC-Net joint project 2015
on cross-border car purchase and registration.
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process were prepared: from looking for an offer, purchasing a vehicle, through
to completing the registration procedure.
UPDATED ECC-NET APPLICATION: TRAVEL
ECC Slovenia visited ECC Finland in Helsinki, hosted by the Finish authority for competition and consumers.
(ECC Slovenia)
Study visit to ECC Germany and ECC France
ECC-Net: Travel App is indispensable tool for travelling within Europe. It is available in 25 European languages.
(Google Play)
The ECC-Net developed the Travel application (ECC-Net: Travel App) in 2014,
but upgraded it in 2015. This application enables consumers to deal with
difficult situations on holidays abroad and to express their consumer rights
in the language of the country where they are located. The application offers
consumers legal information and linguistic support in 23 EU languages and in
Norwegian and Icelandic.
At the end of the year, the ECC visited the German and French ECCs, which
operate from the same location, in Kehl on the German-French border. Through
the centres in other countries, ECC Germany annually receives the most
complaints from consumers. The ECC learned about good practices for dealing
with cases in a better way and about the possibility of monitoring the course of
the processing of a consumer complaint.
Study visits within a mentorship scheme
The application includes the following topics: shopping abroad, car rental,
hotel accommodation, healthcare, and transportation by air, rail, bus, and ship.
The useful information section offers important phone numbers and other
emergency contact data.
The application is free and works offline. It is available for mobile devices with
iOS, Android, and Microsoft Windows operation systems.
5.2 STUDY VISITS TO OTHER CENTRES
Study visit to ECC Finland
Within the context of a working visit to ECC Finland, ECC Slovenia had the
opportunity to learn about various forms of communicating with the public,
with an emphasis on cost and time efficiency. Furthermore, examples of good
practice when dealing with individual complaints were also shown. The ECC
learned about the environment and the operating conditions of ECC Finland
and met the employees, with whom it works together when resolving the
complaints of Slovenian and Finnish consumers.
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ECC Austria legal advisor explained for Slovenian national TV handling of a complaint lodged by a Slovenian
consumer against Austrian trader. (RTV Slovenia)
Together with ECC Croatia, ECC Slovenia worked in a mentorship scheme
led by ECC Austria. Within this cooperation, Croatian and Austrian
colleagues visited the ECC in Ljubljana in October 2015. The meetings were
particularly useful because these centres, as closest neighbours, exchange
the most cases of consumer complaints. The joint meeting in Ljubljana was
also an opportunity for media appearances together. The TV show titled
Posebna ponudba (Special Offer), which is intended for consumers, showed
the cooperation among the centres and the latest issues, such as the rules
regulating parking in Croatia and an example of a successfully resolved
complaint by a Slovenian consumer against an Austrian provider.
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
VI. Useful contact information
Ministry of Economic Development and Technology
Kotnikova 5
1000 Ljubljana
Free advice to consumers
Phone no.: 080 88 99
Market Inspectorate of the Republic of Slovenia
Dunajska cesta 160
1000 Ljubljana
Phone no.: +386 (0)1 280 8700
Fax: +386 (0)1 280 8740
[email protected]
Slovenian SOLVIT Centre
Ministry of Economic Development and Technology
Kotnikova 5
1000 Ljubljana
Phone no.: +386 (0)1 400 3657
Fax: +386 (0)1 400 32 83
[email protected]
REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA
Civil Aviation Agency of the Republic of Slovenia
Kotnikova ulica 19 a
1000 Ljubljana
Phone no.: +386 (0)1 244 66 00
Fax: +386 (0)1 244 66 99
[email protected]
SI-CERT (provider of the Safe on the Internet
programme)
ARNES
p. p. 7
1001 Ljubljana
Phone no.: +386 (0)1 479 88 00
Fax: +386 (0)1 479 88 99
[email protected]
European Commission Representation Office in the
Republic of Slovenia
Dunajska 20
1000 Ljubljana
Phone no.: +386 (0)1 252 88 00
Fax: +386 (0)1 425 20 85
[email protected]
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This report is part of the action n. 670705 — ECC-Net (SI) FPA which
has received funding under a grant for an ECC action from the European
Union’s Consumer Programme (2014-2020).
Prepared by: European Consumer Center Slovenia
Designed by: Oblikovanje.com d.o.o.
Photo: ECC Slovenia photo archives, Shutterstock
Year: 2016
The publication of the report was co-financed by the European
Commission and the Ministry of Economic Development and Technology.
The content of this report reflects the views of its authors under their sole responsibility;
in no case does the content represents the views of the European Commission and/or
the Consumers, Health, Agriculture and Food Executive Agency or any other body of the
European Union. The European Commission and/or the Consumers, Health, Agriculture and
Food Executive Agency do no assume responsibility for any use of information contained
herein.
Help and advice for consumers in Europe
Co-funded by the
European Union
For more information visit our website:
www.epc.si
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REPORT ON THE WORK OF THE EUROPEAN CONSUMER CENTRE SLOVENIA