During the week from January 8th to January 14th, 2024, the Service Juridique team handled a total of 21 consultations concerning consumer protection issues via phone and e-mail. The primary topics addressed during these consultations ranged across various facets of consumer rights and issues.

A significant number of consultations, specifically eight, pertained to travelers’ rights in train travel. Concerns mainly involved delays, cancellations, and compensations due to service disruptions. Consumers were advised on their rights to refunds or alternative transportation, in accordance with EU regulations.

Issues surrounding pricing transparency were raised in five instances. Consumers reported unclear pricing structures and hidden charges in various services, and our team provided guidance on requesting detailed billing information and documentation under applicable laws.

Additionally, four consultations focused on e-commerce and distance selling. The problems frequently involved non-delivery or misinformation about products. Consumers were counseled to utilize their rights to withdraw from purchases within the stipulated timeframe as per distance selling regulations.

Two cases involved warranty on consumer goods, with consumers enquiring about actions to take regarding defective products. In these instances, the advice centered on the enforcement of warranty claims and the steps necessary to seek replacements or refunds.

Pseudo medicine/health claims (not related to food) were the subject of discussions in two consultations. These inquiries typically involved misleading health claims on various products, and advice was provided on how consumers could request evidence of claims and potentially report misleading information to the appropriate bodies.

Finally, there was one consultation concerning a health claim in food, where the consumer was confused about the legitimacy of certain health-enhancing claims on food packaging. We advised on the standards of evidence required for such claims and discussed how these should be communicated transparently by producers.

In one isolated instance, the consultation was deemed outside the scope of our services as it involved an issue regarding real estate that does not fall within typical consumer rights protected by the agency within the EU. The consumer was informed of the limitations of our agency’s focus.

Our dedicated team continues to ensure that each inquiry is addressed comprehensively and within the framework of existing consumer protection laws, providing consumers with the knowledge they need to exercise their rights efficiently.

This week counseling was provided by WhizzBang Viadrina.