During the week from 2024-03-11 to 2024-03-17, the Service Juridique provided counsel to consumers on a variety of issues through multiple communication channels. The predominant means of communication were e-mail and phone, with a lesser number of consultations via video call, telegram, and reddit.
In total, 18 consultations were handled over the week. A notable number of these consultations, specifically seven cases, pertained to unfair practice, including instances of misleading information or statement. Consumers were advised to document all communications and collect evidence that could support their claim. In five cases, issues regarding travelers’ rights, particularly in air travel, were prominent. Consumers were guided to review their rights outlined under EU regulations and encouraged to first seek resolution directly with the airline.
Consultations also included four inquiries related to pricing transparency and the consistency of price displays between online and physical stores. In these circumstances, consumers were instructed to report discrepancies that might constitute unfair practices to the relevant platform or retailer’s customer service. Two consultations involved concerns regarding food supplements where the consumer was informed about the importance of the certification and labeling compliance as per EU standards.
Furthermore, we encountered one consultation concerning health claims in food. In this instance, the consumer was given advice on how to identify and challenge misleading health claims based on established EU regulations. In one additional case, an inquiry was made about the right to repair, which resulted in a discussion on the recently mandated regulations empowering consumers to repair their products rather than replacing them, including the right to access required repair information and parts.
On rare occasions, such as with one instance this week, the consumer’s inquiry was outside the jurisdiction of our advisory scope—pertaining to real estate issues—which resulted in no further action from our side.
This week counseling was provided by WhizzBang Maas-Rhein.
