This document summarizes consumer complaint statistics and trends from 2004 to 2013 in Estonia. It shows the number of complaints filed each year fluctuated between 111 to 310, with 296 complaints filed in 2013. The percentage of decisions made in favor of consumers ranged from 53% to 68% over the years. While the consumer complaints committee provides an efficient, fast and inexpensive mediation process, some challenges remain such as traders and consumers not attending sittings, legally complex contracts, traders not respecting decisions, and consumers bringing minor cases to the committee.

1. Consumer Complaints
Committee
Maria Alajõe
15.08.2014.

2. 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
Complaints 111 310 263 205 209 263 197 225 259 296
Sittings 116 337 295 232 242 297 228 277 285 289
Consumer goods 90 266 159 161 157 187 131 173 171 149
Services 21 45 97 44 48 76 66 82 88 151
Decisions in favor of
consumer
73 170 174 115 136 140 106 154 154 184
Percentage in favor of the
consumer
66% 55% 66% 56% 65% 53% 54% 68% 59% 62%
Traders not followed the
decision
7 16 17 10 17 28 21 22 27 36
Percentage 6% 5% 6% 5% 8% 11% 11% 10% 10% 12%

3. Some positive aspects in the work of
CCC
• Mediation
• Agreements
• Efficient
• Fast
• Inexpencive
• Easy
• Best practice

4. Some negative aspects
• Traders and consumers do not come to the sitting - hinders dispute
resolution
• Legally illiterate contracts
• Traders not respecting the decision
• Consumers turning to the CCC with minor cases

5. Thank you for the attention!

6. Thank you for the attention!