Consumers from EU member-states, Norway and Iceland facing a cross-border dispute in relation to products or services obtained from traders based in the EU (including Norway and Iceland) may refer to the European Consumer Centre operating in the member-state of their current residence.
Consumers who reside in Greece and wish to benefit from the mediation services of ECC-Greece may submit their respective complaints, in Greek or English, by completing and sending an e-mail message using the link “Submit complaint” available below.
Consumers should always accompany their complaints with all corresponding proof and evidence (receipts, invoices, guarantees, copies of previous communication with the trader, etc.). Following this, ECC-Greece will be working closely with the ECC, where the trader is based, to resolve the problem.
Services to consumers are provided free of charge.
It is noted that ECC-Network is not competent to deal with:
• Disputes between traders (B2B disputes).
• Disputes between citizens and services or institutions of the public sector.
• Consumer disputes that do not have a cross-border dimension.
• Disputes that are being examined in courts.
• Compensation demands in relation to moral damages suffered.
• Disputes with traders based outside EU, Norway and Iceland.
Finally, ECC’s cannot impose sanctions, are not competent to provide technical assessment evaluations and they do not represent consumers in their cases before courts.
Conditions for the investigation of the complaints
Please have in mind that sending your request to the European Consumer Centers Network does not automatically means that complaint is lodged since the above mentioned conditions must be fulfilled in order to proceed with the inquiry of the request:
- Provide full contact information details and more specifically:
- Name (in Latin characters)
- Contact email
- Country of residence (Complete address, street & number, city, ZIP) (optional) and
- Telephone number
- Provide the minimum contact details of trader and more specifically:
- Company’s name
- Contact email
- Country where trader is based
- Provide evidence of your transaction with trader or any other relevant document that would help us to support your allegations (eg proof of purchase, photo of the defective product, order form, etc.)
- There should be also a clear (and short) description of the dispute and a specific request for mediation to the European Consumer Centers Network as a primary recipient and not as a notification.
- Have a proof of prior written contact with the trader (via e-mail) (a prerequisite),
- Provide a signed authorization to the European Consumer Center of Greece to take over the case (Power of Attorney). The relevant document can be found below (Privacy Statement).
Note that the language of communication with the network is preferable to be English (as colleagues from relevant European Consumer Centers do not speak the Greek language ) in order to manage your case quickly and efficiently.
Finally, the condition for accepting the complaint is that consumer is not legal entity.
Having in mind all the above mentioned, we would like you to inform that the European Consumer Centers Network will be committed to investigate your case and offer you its mediation services if you meet the above conditions, of course within the scope of its competences and given that the conditions of the legislation are fulfilled.
Quality Charter of the European Consumer Centres (ECC-Net)
The European Consumer Centres Network (ECC-Net) offers free information on European consumer rights and provides advice and assistance aiming at the amicable resolution of cross-border consumer complaints. The European Consumer Centres are funded by the European Commission and each of the participating states.
As a network of 30 centres working closely together in the EU, Iceland and Norway, we are committed to make the Single Market work smoothly to European consumers. Therefore, it is our aim to provide a harmonised and high quality professional service by competentlegal staff. Consumers can rely on tailored legal advice and assistance.
This quality charter will explain how we will try to assist you and the service standards you can expect from us.