HAVE you been swindled on an airline ticket? Have you bought what you think are sub-standard goods from elsewhere in the EU?
If so, then the European Consumer Centre of Cyprus (ECCCy) in Nicosia will help with issues such as e-commerce, air passenger rights and consumer protection when buying from abroad.
And yet few people seem to know that this useful service exists. Not only that, it’s free.
Of those that have used the centre for complaints, nearly half of them last year centred on transport issues. The figure of 49 per cent covered passengers travelling by plane (delays/cancellation of flights, loss of baggage) and car rentals.
Out of the 29 complaints that fell in the category, 23 were submitted by Cypriot consumers.
Way down in second place as regards categories of complaints, with 16 per cent, was “miscellaneous goods and services”.
As regards information requests, the ECCCy received 69 requests. The highest percentage of these (43%) dealt with queries such as opening bank accounts, cancellation of contracts and residence permits.
During 2007, the ECCCy handled 60 complaints in total.
The organisation is co-funded by the European Commission (Directorate General Health and Consumer Protection) and the Ministry of Commerce, Industry and Tourism, and is located at the offices of the latter.
Its aim is to enhance consumers’ trust in the internal market and to achieve this provides information and advice to consumers about their rights and mediates to resolve cross-border consumer disputes.
A recent survey undertaken by the organisation focused on 15 to 17-year-old high school students.
“We asked if they knew about us, what our objective is, where we are located and if they know how they can submit a complaint,” said the Director Dr Phrosso Hadjiluca.
“We wanted to promote the ECC- Net and gauge how well-known we are. Generally speaking, the students did not know about us or their rights so the survey was a great idea.”
Hadjluca explained that the centre “acts as a mediator when problems arise from cross-border transactions between consumers and traders”.
“During 2007, our main objective was to advise and educate Cypriot consumers of their rights and how to exercise them in accordance with the relevant national and European legislation,” she said. “We want to increase the safety and confidence of consumers when shopping in the EU.”
Set up on the island in June 2005, the ECCCy initially concentrated on consumer information and consumer support related exclusively to cross-border shopping transactions. Over time, however, its role has expanded and priority is now given to efforts to provide consumers with pro-active information on European consumer issues that concern them in relation to their safety, health and economic interests.
When a complaint or a dispute arises from a cross-border transaction, the ECCCy undertakes to provide legal information and representation of the consumer in the Member State where the provider of the defective product or service is located.
“Since January 1, an electronic database called IT-Tool is used by all ECC-Net to register, share and handle complaints,” said Hadjiluca. “These are categorised into normal, simple and information requests.”
She added that the ECCCy also participated in two joint research projects and in nine surveys within the ECC-Net.
“At a national level, the collaboration with the Competition and Consumer Protection Service of the Ministry was also strengthened.”
Success Story
A Cypriot consumer booked an air ticket through the website of an airline company in the UK. The airline confirmed the reservation.
Later on, the airline informed the consumer that due to operational reasons, they had found it necessary to withdraw his flight. The company proposed a new date which was not convenient for the consumer so he decided to cancel the flight.
When the consumer tried to follow the options given by the airline for cancellation with full refund of his money, he found out that he was asked to pay an extra amount of €256 in order to be allowed to cancel his booking.
He made several efforts to contact the reservations department of the company with no success.
After submitting his complaint to the ECCCy and sharing the case with the ECC UK, an amicable settlement was found.
The consumer did not have to pay extra money for cancelling his flight and furthermore, he was reimbursed the price of the original flight.
A consumer can submit a complaint or request by telephoning 22-867 177 or 147 or via e-mail at [email protected]
