Consumers enjoy best conditions in Luxembourg, UK, Denmark, Austria, Ireland, Finland, the Netherlands, Belgium, Germany, France and Sweden (Member States above the EU average). Nevertheless many of them not know their rights. Only 12% of respondents EU wide could answer questions about their consumer rights in relation to guarantees, cooling- off periods and what to do if they receive goods they never ordered. Many businesses were not aware of their legal obligations towards consumers. For example, only 27% of retailers knew how long consumers have to return defective products.
Online shopping
Consumers still cannot shop as easily across borders as they can at home, thereby missing out on greater choice and savings, with potential gains of as much as EUR 204 billion per annum. While e-commerce continues to grow, it remains largely domestic despite the clear potential in terms of choice and savings across borders. The findings suggest a key role for more effective information about existing cross-border advice, enforcement and redress mechanisms (network of national enforcement authorities (Consumer Protection Co-operation (CPC) network), and the European Consumer Centres, which provide free help and advice to consumers shopping in the Single Market).
Unfair commercial practices persist
Illegal business practices persist. Since 2010, more EU consumers and retailers have come across advertisements and offers which were misleading and deceptive, or even fraudulent and many more received goods they never ordered. Authorities must enforce the rules which already exist to protect consumers, particularly vulnerable consumers, against such practices.
Plan to the future
The new EU Consumer Agenda 2014-2020 aims to empower consumers and build their awareness and confidence by giving them the tools to participate actively in the market, to make it work for them, to exercise their power of choice and to have their rights properly enforced. Once adopted, the proposals currently on the table for mechanisms to solve disputes with traders without having to go to court (Alternative and Online Dispute Resolution – ADR/ODR), will help European consumers to sort out their problems, wherever and however they purchase a product or service in the EU.
What is the Consumer Scoreboard?
The research which provides evidence and alerts about how the single market is performing for EU consumers in terms of choice, prices and protection of consumer rights. The spring edition (’Consumer Conditions Scoreboard’) looks at the integration of the retail market and national conditions for consumers. The Scoreboard is mainly based on surveys of consumers and retailers, Eurostat data as well as information received from Member States.
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