During the week from 2024-09-16 to 2024-09-22, the Service Juridique conducted a total of 24 consultations to address various consumer concerns through multiple communication channels including telegram, phone, mastodon, messenger, video call, and e-mail. The main topics tackled during these interactions were travelers’ rights in air travel, e-commerce/distance selling, and health claims in food products.
On the subject of travelers’ rights, six consultations were held to assist consumers mainly with flight cancellations and delays. Consumers were advised on how to claim compensation according to EU Regulation 261/2004, ensuring they comprehended their rights and the steps required for a successful claim. Additionally, they were informed of the appropriate timelines for lodging their complaints and retaining relevant documentation.
In the area of e-commerce/distance selling, ten consultations were conducted. Issues frequently revolved around misleading advertisements and unfair cancellation policies. Consumers received guidance on how to exercise their right of withdrawal under the Consumer Rights Directive, as well as instructions on reporting misleading practices to competent authorities within the scope of EU legislation.
Regarding health claims in food products, eight consultations centered on misleading health-related information. Consumers were counseled on identifying unauthorized health claims and how to request clarification or correction from the seller. They were also advised on submitting a complaint if the product labels do not comply with the EU Nutrition and Health Claims Regulation.
In rare instances, two consultations involved subjects outside the purview of typical consumer protection issues handled by Service Juridique, such as matters pertaining to real estate taxation, where we clarified that such topics fall beyond the scope of our mandate. Overall, the Service Juridique remained vigilant in addressing consumer concerns effectively within the legal framework provided by EU policies.
This week counseling was provided by WhizzBang Viadrina.
