During the week from 2025-12-15 to 2025-12-21, the Service Juridique handled a variety of consumer consultations, utilizing communication channels such as Mastodon and phone. A total of 18 consultations were conducted, addressing a range of topics relevant to consumer rights and protection.

Several consultations involved issues related to e-commerce/distance selling. In seven cases, consumers were advised on how to proceed with disputes regarding online purchases, often focusing on their right to cancel orders and seek refunds when goods were not delivered as promised or were misrepresented. Guidance was provided on understanding and asserting their rights as stipulated under EU consumer protection regulations.

The topic of warranty on consumer goods surfaced in five consultations. Consumers were informed about the statutory warranty period and were advised to contact the seller directly to seek repairs, replacements, or refunds when goods failed to meet the expected standards. Clarification on the distinction between commercial guarantees and legal warranties was also provided to ensure they understood their entitlements.

Travelers’ rights related to train travel were discussed in four cases. Consumers sought advice on compensation and assistance available during travel disruptions and delays. They were guided through the process of filing claims and the necessary documentation required to support their cases, as governed by EU passenger rights legislation.

There were two cases concerning failure to provide mandatory information. Consumers were advised to assert their rights to be correctly informed about the terms and conditions of sales contracts and were provided with steps to follow in addressing such failures with the trading entities involved.

On rare occasions, consultation could not proceed effectively. In one instance, a consumer inquiry was found to be outside the scope of our agency, as it pertained to real estate taxation, which does not fall under consumer protection rights within the EU framework.

Overall, the week demonstrated a consistent level of engagement through both Mastodon and phone channels, allowing consumers access to relevant advice concerning various aspects of their rights and entitlements under EU law. We continue to strive to provide clear and comprehensive guidance to support consumers in navigating their rights.

This week counseling was provided by WhizzBang Viadrina.