Bilden ska användas som förstasida i presentationen. Rubrik: 36 pt Underrubrik: 25 pt Brödtext: 20 pt
Unit within the Swedish Consumer Agency (National Enforcement Body/NEB and Consumer Protection Cooperation-Network/CPC). Free of charge. Goal - inform European consumers so they can take full advantage of the opportunities offered by the Internal Market. Observatory and relay for the European Commission and national and European stakeholders on the well functioning of the Internal market The “Vademecum” which is part of the contract with the EU and MS strengthen the role of the ECCs and include now for example: -Cooperation with enforcement bodies -Assistance in cross-border judicial procedures such as small claims -Collaborating with traders (associations or professional bodies) in view of enhancing their compliance with consumer protection laws. It includes the following actions: Promote collaboration with key business sectors with significant cross border exposure, in order to address specific issues related to consumer legislation. To provide feedback to the European Commission, EAHC Air transport (including problems with luggage): 21,6 %
All information requests and complaints are registered in our IT-tool and monitored with the outcome • Besides the simple and efficient transfer of cases it also allows a general overview of sector specific complaints handled by the Network. • If more detailed, the IT-Tool could be an important instrument to monitor APR cases within the EU, Iceland and Norway. 2010 - 80% of all the complaints related to air carriers from only 6 countries: Ireland, the United Kingdom, Germany, Spain, the Netherlands and Hungary. This remains broadly in line with previous years, with only minor changes as regards the position.
500 SEK: matters that fall under the Shoe, Textiles (Clothes, household textiles) or General Departments. 1 000 SEK: matters that fall under the Electronics, Motor Vehicles, Travel, Textiles (Furniture) or Cleaning Service Departments. 2 000 SEK: matters that fall under the Banking, Housing, Boating or Insurance Departments. Dispute of a principle nature or special circumstances, try despite the value limitations. Dispute not suitable for handling due to legal or factual complexity. ARN handles only consumer complaints. Disputes outside the scope of competence: Real estate issues Disputes concerning health care and legal services Lotteries and hazard games, antiquities, certain insurance issues, parking tickets
Konsument Europa/ European
Consumer Centre (ECC) Sweden
ADR in cross-border
disputes - practical examples
Konsument Europa/ECC Sweden
Independent unit within the
Swedish Consumer Agency SCA
Offers consumer advise in crossborder matters
Part of the European Consumer
Center Network, the ECC-Net
Co-financed by the European
Commission and the Swedish
Consumer Agency 50/50
Goal - inform European
consumers so they can take full
advantage of the opportunities
offered by the Internal Market.
European Consumer Centres (ECC)
Centres in 28 member states + Norway and Iceland.
Aim - promote consumer confidence in cross-border transactions.
Provides information and advice on consumer rights within the EU and
feedback to the European Commission and other stakeholders based on
practical experiences of case-handling.
Assistance for the extrajudicial resolution of cross-border complaints and
promotion of alternative dispute resolution and online dispute resolution.
Regular exchanges with ADR-bodies, notified and non notified ADRs.
Public information campaigns, reports, projects, surveys, publications
In 2012 the ECC-Net handled 72 067 contacts. 32 197 were complaints,
32% concerned the transport sector of which 21,6 % were air transport.
ECC - Handling of complaints using
Consumer ECC- EU
Norway or Iceland
Norway or Iceland
Trader ECC- EU
Norway or Iceland
Alternative Dispute Resolution (ADR)
Online Dispute Resolution (ODR)
National Enforcement Bodies (NEB)
Consumer Protection Cooperation (CPC)
The National Board for Consumer Disputes
• Public authority, ARN functions like a court. (1968)
Soon also Online Dispute Resolution (ODR)
• Main task - to impartially try disputes between
consumers and business operators free of charge.
• Petitions are filed only by the consumer in writing.
• The Board's recommendations are not binding, but the
majority of companies follow them (2012:76%).
• Provides for collective procedures.
• Chairperson is a lawyer (court experience).
• Consumer’s and trader’s representatives.
ARN – the procedure
• No mediation – the boards decides according to the
• Value limitations: 500 SEK, 1 000 SEK, 2 000 SEK.
• The parts has to prove their statements, no investigation
by the board.
• The average duration is 5 to 6 months.
• The decision is a recommendation.
Black list published twice a year in the Swedish consumer
magazine Råd & Rön “naming and shaming”
Cross border issues
Since the decision is not binding and not enforceable,
the board accepts cases, where it is probable that the
trader will follow the recommendation.
Considerations to decide if a dispute can be handled by
the ARN board:
Place of business or establishment in Sweden
Marketing to Sweden
Place where the service has to be performed
Place of incident
An Estonian consumer ordered a car engine for 3 315
EUR from a company in Sweden. The engine was not
delivered and the consumer turned to ECC Estonia, who
shared the case with ECC Sweden.
ECC Sweden contacted the company, but the case could
not be resolve through mediation. The case was sent to
ARN and they recommended the company to reimburse
3 315 Euros to the consumer.
A Norwegian consumer bought a puppy from a Kennel in
Sweden. After veterinary inspection, it turned out that the
dog had Patella luxation on two legs. The consumer
contacted the seller and complained, demanded a price
reduction. The seller refused, so the consumer turned to
ECC Sweden received the case and contacted the seller,
but the seller was not willing to agree to a price reduction.
The case was sent to ARN and they recommended the seller
to give the consumer a price reduction by 865 Euros.
ADR cases regarding the volcanic ash cloud
By May 2011, the Swedish ADR had received 492 volcanic
ash related cases, of which 309 have been handled.
Dismissed & rejected cases
withdrawal 7 %
Statistics cross-border cases
Trader from other
(C in contact with ECC SE)
Total cross-border in
Statistics – type of decisions
2013 until 19/9
In favor of
Reasons why cases are not
transferred to ADR
• No competent ADR
• ADR with only regional competence
• ADR requires that trader is a member of a
certain trade association
• ADR requires that the trader accepts ADRhandling on a case by case basis which the
trader does not
• Consumer not interested due to fees at the ADR