Presentation ad rs_september2013
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This document discusses the Konsument Europa/European Consumer Centre in Sweden and its role in assisting consumers with cross-border disputes. It provides 3 key points: 1) The ECC in Sweden is part of a European network that assists consumers in resolving cross-border complaints against businesses in other EU/EEA countries through alternative dispute resolution. 2) It discusses the National Board for Consumer Disputes in Sweden as an alternative dispute resolution body that handles both domestic and cross-border cases, providing examples of cases involving consumers from Norway and Estonia. 3) Statistics are presented on the number and types of cross-border cases the ECC in Sweden and the National Board have handled from 2009-2013, with
Presentation ad rs_september2013
- 1. Konsument Europa/ European Consumer Centre (ECC) Sweden ADR in cross-border disputes - practical examples September, 2013
- 2. Konsument Europa/ECC Sweden • • • • • Independent unit within the Swedish Consumer Agency SCA (CPC, NEB) 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.
- 3. 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 and consultations. • 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.
- 4. ECC - Handling of complaints using ADR/ODR schemes Consumer Consumer ECC- EU Norway or Iceland National Traders Trader EU, 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)
- 5. 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.
- 6. ARN – the procedure • No mediation – the boards decides according to the legal rules. • 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” http://www.radron.se/svarta-listan/?industry=5
- 7. 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
- 8. Practical examples 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.
- 9. Practical examples 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 Norway. 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.
- 10. 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.
- 11. Dismissed & rejected cases Due to withdrawal 7 %
- 12. Statistics cross-border cases 2009 2010 2011 2012 2013 until 19 Sep 10 682 9 335 9 358 11 531 8 009 Complainant from other country 140 176 169 167 139 Trader from other country 285 489 484 629 478 Total cross-border 425 665 653 796 (50) 617 (42) 7,12 % 6,97 % 6,90 % 7,70% Total disputes (C in contact with ECC SE) Total cross-border in percentage 3,98 %
- 13. Statistics – type of decisions Decision 2011 2012 Foreign Foreign cons trader Foreign cons 2013 until 19/9 Foreign trader Foreign Foreign cons trader In favor of consumer 54 170 43 173 5 32 Rejected 57 147 50 227 27 109 Solved without decision 28 74 31 103 16 78 Other (withdrawal etc.) 30 193 42 112 17 38 1 14 74 221 167 629 139 478 Not decided Total disputes 169 484
- 14. 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
- 15. Thank you for your attention!
Editor's Notes
- #2: Bilden ska användas som förstasida i presentationen. Rubrik: 36 pt Underrubrik: 25 pt Brödtext: 20 pt
- #4: 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 %
- #5: 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.
- #7: 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
- #13: Compliance rate (total):2008 – 75 %, 2009 – 75 %, 2010 – 71 %