Our purpose is to assists consumers when making cross-border purchases within the EEA.
Who we are
ECC Iceland is part of the European Consumer Centre Network (ECC-Net), which consists of 30 centres throughout the EU, Iceland and Norway. The purpose of the ECC-Net is to provide advice and support to consumers when shopping cross-border within the internal market. The ECC-Net also offers a mediation service. If necessary, ECC Iceland can liaise with a foreign trader via its sister centre in the country of purchase. The services of the ECC-Net are free of charge and the cost of the Net is divided between the EU and the member states.
How we work
We advise all consumers who are having problems with a trader to start by contacting the trader, preferably by letter or e-mail, so that contact can be proven. If consumers are not satisfied with the outcome or response from the trader, we may be able to assist further depending on each situation. In such situations consumers should contact the ECC-Centre in their country of residence; if that centre finds the consumer’s claim to be valid it will then forward the case to the ECC-Centre in the country of the trader’s residence. When ECC Iceland receives such complaints we contact the trader and try to find an amicable solution to the dispute between consumer and trader. If our efforts prove futile we then advise or assist consumers in taking further actions.
During the last few years the ECC-Net has, on average, assisted around 70.000 consumers each year.
Please note that ECC Iceland does not deal with queries from Icelandic consumers about Icelandic traders. Consumers with such queries should contact the Consumers’ Association (Neytendasamtökin). Furthermore please note that that the ECC-Net has no enforcement powers and cannot compel traders to take any action or accept our point of view. We can provide advice, information, and mediation between consumers and traders. If these actions do not lead to a satisfactory result, we will provide guidance on further action, for instance by assisting consumers in putting their case before an ADR-body, if available.
Ten good reasons to contact your ECC:
- The service is free of charge!
- It is based in every EU country, Norway and Iceland
- It is co-financed by the European Commission and national governments
- It has a fully dedicated staff that can provide you with professional consumer advice
- It offers an effective alternative to legal action against traders
- It offers you advice before buying goods or services to help you save money and avoid problems
- It offers you advice on your rights when you shop in Europe
- It offers you free help finding a solution when things go wrong
- It offers you assistance contacting a foreign trader when you have problems resolving your complaint
- It offers you advice on other ways to deal with your complaint if an amicable solution is not possible