During the week from 2024-05-13 to 2024-05-19, the Service Juridique conducted a series of consultations addressing various consumer concerns through the available communication channels of video call and messenger. The week was moderately busy, with a total of 18 consultations taking place. Below is a summary of the topics discussed and the guidance provided to consumers.

The most frequently addressed topic was food supplements, which featured in seven consultations. Consumers generally reported concerns about misleading claims and quality standards. In each instance, they were advised to carefully review product information and to report any discrepancies or false advertising to the relevant authorities for further investigation.

Another significant area of concern was travelers’ rights (package holiday), which was discussed in five consultations. Consumers who faced issues such as cancellations, overbooking, or changes to their travel arrangements were counseled on the applicable EU regulations. They were advised to contact their package provider for resolution, and if unsatisfied, to escalate the matter by utilizing specified rights within EU guidelines.

Consultations regarding unfair general terms and conditions occurred four times. Consumers expressed issues with understanding or disputing terms and conditions that appeared onerous or unfair. We advised them on scrutinizing the clauses keenly, seeking further clarification from the service provider, and suggested maintaining records of communications should the need for evidence of unfair practice arise.

The topic of banking was discussed in three consultations, with consumers primarily concerned about fees and service issues. The guidance provided emphasized the importance of comprehending the bank’s terms of service and fee structures, and, when necessary, engaging directly with their bank’s customer service department to seek resolution.

There was one instance where the consultation could not proceed effectively due to the subject matter lying outside our scope of remit—specifically, an issue dealing with real estate rent that did not align with the purview of a consumer watchdog.

Overall, the week involved a diverse range of inquiries, and consumers were predominantly receptive to the advice provided. We continue to encourage consumers to be proactive and informed about their rights and responsibilities within the EU consumer framework.

This week counseling was provided by WhizzBang Viadrina.