ARE THERE ANY CHARGE FOR THE SERVICES PROVIDED BY ECC ITALY?
No, they are totally free and do not require any subscription.
CAN I REQUEST ASSISTANCE FOR A COMPLAINT AGAINST A TRADER BASED IN ITALY?
Yes, the Centre can still inform you about your rights by assessing your specific case and offer you help in filing your complaint by your own: we can provide you with a sample letter and advise on the applicable law. However, we cannot ‘handle the case’ according to the ECC-Net case-handling procedure because it is only applicable in cross-border cases.
IS ECC ITALY ABLE TO OBLIGE THE TRADER TO REIMBURSE OR COMPENSATE ME?
No, ECC Italy advises the trader on your rights and the applicable law, invite it to respect them, and demonstrate to the trader that the request is well-founded and lawful. However, if the trader does not respond or responds unsatisfactorily, ECC Italy has no power to impose a solution or sanction. We can forward your case or signpost you to ADR (link cec website page) or assist you to start a legal procedure through the European Small Claims Procedure – ESCP
ARE THERE CASES WHERE AN ORDER CAN BE OBTAINED OBLIGING THE TRADER TO COMPLY WITH LAW?
Yes, some sectors, such as air transport, fall under the overseeing of a National Enforcement Body (NEB). NEBs . Once you lodge a complaint, the NEB ascertains possible breaches of the sector-related law and finds the trader unwilling to comply with. However, these procedure sometimes take a long time.
HOW LONG DOES IT TAKES TO KNOW THE OUTCOME OF MY COMPLAINT?
It could take only a few weeks or it could take several months: ECC Italy has a Quality Charter in which it undertakes to respect certain case-handling deadlines. Meeting such deadlines could depend on the processing times of the Centre in the country of the trader’s domicile.
SHOULD I GIVE UP IF YOU ARE NOT ABLE TO RESOLVE THE MATTER?
No, you have other means of resolving your dispute amongst which out-of-court mechanisms (ADR).
WHICH SUPPORTING DOCUMENTS SHOULD I PROVIDE TO ENABLE YOU TO PROGRESS MY COMPLAINT?
You should provide the documents enabling us to identify your contractual part, the commercial transaction and the complaint lodged to the trader without success.