3.3 Access to the ECCs ECC-Net offers direct contact with consumers. In 2008, consumers contacted the centres by e-mail in about one third of all cases, but asked for assistance in person or by phone in another 32 %. This confirms the ECCs’ role of providing direct assistance. 18 % of all consumers contacting the centres did so by letter.
Access to the ECCs
How the consumer contacted the ECC Fax, 2% Other, 7% Website, 6% Personal visit, 7% Letter, 18% Phone, 25% E-mail, 35%
CONCRETE “SUCCESS STORIES” Italian consumer — Dutch trader — hit by a car An Italian consumer was hit by a car and injured during his cycling holiday in Amsterdam. His belongings (watch, digital camera and bicycle equipment) were badly damaged in the crash. An eyewitness helped the cyclist and the car driver gave her contact details and left the scene. After returning from holiday, the consumer contacted the driver. The driver’s Dutch insurance company refused to pay for the damage suffered by the consumer, who therefore contacted the Italian ECC, which forwarded the case to ECC Netherlands. ECC Netherlands contacted the insurance company of the car driver and obtained compensation of € 1 500.
2008 ANNUAL REPORT || The European Consumer Centres Network || 9