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Our services FAQ​

Help and advice for consumers in Europe

No, they are totally free and do not require any subscription.

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.

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

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.

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.

No, you have  other means of resolving your dispute amongst which out-of-court mechanisms (ADR).

You should provide the documents enabling us to identify your contractual part, the commercial transaction and the complaint lodged to the trader without success.

Your feedback matters to us. We gather data about the consumers satisfaction every year by asking consumers to fill out our Consumer Satisfaction Survey. Here you can find the result. If you are not satisfied with the services provided, you can contact the Director of ECC Italy as well.

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