European Consumer Centre
As a resident of Den Haag, you can turn to the European Consumer Centre (ECC) for free assistance with problems involving purchases or services across EU borders, such as in Norway or Iceland. ECC Netherlands provides advice, information, and mediates disputes with foreign companies, so you don't need to start costly court proceedings via the Den Haag District Court.
What does the European Consumer Centre do?
The ECC network consists of independent offices in 30 European countries, including the Netherlands. It specifically assists with cross-border consumer issues, for example, online orders from another EU country. Consumers from Den Haag approach it for a faulty gadget from Germany or an unpaid cancellation with an Italian travel agency. This way, the network promotes fair trade and protects your rights in the EU market.
ECC Netherlands is hosted by the Consumers' Association and collaborates with the Authority for Consumers & Markets (ACM). Each year, the network resolves thousands of cases, with a mediation success rate of 60-70%.
Legal basis
The network is based on Regulation (EU) 2021/1045 on the ECC network, which replaces the former Regulation (EC) No 2006/2004. Member States must designate free centres. This fits within EU rules such as:
- Directive 2011/83/EU (Consumer Rights) for the right of withdrawal in online sales.
- Directive (EU) 2019/771 on conformity of goods.
- Regulation (EU) No 593/2008 (Rome I) on applicable law.
In the Netherlands, general consumer law governs ECC Netherlands, which operates neutrally and independently.
Services of ECC Netherlands
ECC Netherlands offers three core services:
- Information and advice: Explanation of your rights, such as the 14-day cooling-off period for webshops.
- Mediation: Contact with the foreign company for a solution, often within 3 months.
- Referral: To alternative dispute resolution or the Den Haag District Court if mediation fails.
Everything is free and confidential. Start your complaint at eccnederland.nl with your invoice, emails, and details.
Real-life examples from the region
Example 1: Ms. Van der Haag from Den Haag orders a refrigerator from an Italian shop; it's defective after days. ECC arranges a €500 refund.
Example 2: Mr. De Wit from the Schilderswijk books via a Polish portal, no refund on cancellation. ECC Poland (via Netherlands) compensates €350.
Example 3: Den Haag webshop with complaint from German customer; German ECC involves ECC Netherlands.
Rights and obligations
Your rights:
- Free assistance for EU cross-border complaints (not domestic).
- Mediation without obligation to agree.
- Privacy under GDPR.
Your obligations:
- Submit within 1 year for best chance of success.
- Include full documentation.
- Contact the company yourself first (proof required).
Comparison with Den Haag and national organisations
| Organisation | Focus | Costs | Cross-border? |
|---|---|---|---|
| ECC Netherlands | EU cross-border | Free | Yes |
| ACM ConsuWijzer | Domestic | Free | No |
| Den Haag Legal Aid Office | Local advice, domestic | Free/low | No |
| Disputes Committee | ABR, partly international | €25-€125 | Partly |
| Den Haag District Court | All disputes | Court fee €85+ | Yes |
Choose ECC for foreign issues; locally via Den Haag Legal Aid Office or ConsuWijzer. More on consumer rights.
Frequently asked questions
Can I use ECC against a Den Haag company?
No, only cross-border. For local firms: Den Haag Legal Aid Office, ConsuWijzer or Disputes Committee. Info.
How long does mediation take?
Average 3 months, max 6. Check your file online.
Mediation failed?
Referral to ODR or Den Haag District Court. Keep all records.
Flight complaints via ECC?
No, use EU 261/2004 help lines. Details.
Tips for shoppers in Den Haag
- Check seller's address via ECC's Traders Register before purchase.
- Keep receipts, chats, and emails.
- Contact the seller yourself first (7 days).
- Urgent? Go to ec.europa.eu/odr.
- Shop safely with Thuiswinkel-certified stores.
- For local advice: Den Haag Legal Aid Office.
Unsure about EU rights? Call ECC. Local legal: Den Haag Legal Aid Office or Den Haag District Court. Cross-border tips.
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