Online form instructions – steps 1 to 3 explained | Europäisches Verbraucherzentrum Österreich

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The input mask on our online form allows you to submit your question directly to our legal team or file a complaint against a company so that we can assist you. (Read the requirements). The first two pages of our input mask are the same for both purposes and require the following information:

Image: ECC Austria

Step 1 - Personal details

Firstly, you must enter your personal data in the input screen. This data will only be automatically transferred to the EU database of the European Consumer Centres Network (ECC-Net) in the very last step. Your entries will be used there for case processing. Read more in our privacy policy.

Screenshot of the EVZ input mask with selected checkboxes up to step 2 ‘Company data’

Image: ECC Austria

Step 2 - Trader details

On the second page, you will be asked to enter the name of the company to which you have a question or complaint. Please always enter the name and address of the company with which you concluded the contract. This does not necessarily have to be the company you last dealt with in your case!

Comments on Step 2

General question without a specific company

If you only require general information that does not relate to a specific company, simply enter "general question" or something similar in the top mandatory field so that you can continue.

Concerns a company from Great Britain

If the company in question is based in the United Kingdom, please select "Great Britain" from the list of countries at the bottom of this page. Do not select "outside the EU"! Although the country is no longer in the EU, it has a consumer centre with which we can work to resolve your case.

Self-employed entrepreneur

If you are an entrepreneur yourself, don't get confused! Step 2 does not ask for your own company address, but for the company to which your complaint or enquiry as an end consumer relates.

Intermediary or platform involved

Only enter the agency here if your complaint is directed at the agent, online travel agency or booking platform. For example, if they have made a booking error or are not disclosing the contact details of the actual contracting company.

Concerns package tours

If there are any issues with a package holiday, enter the tour operator and their address. Do not enter the travel agency at this stage. You can find the name and address of the tour operator in the contract, on the invoice or in the legal notice on the company website.

Debt collection agency involved

If you have received a reminder letter from a debt collection agency, enter the name and address of the company that commissioned the debt collection agency in this step. For Italian traffic fines, always select Italy as the country, even if you have received a reminder letter from a debt collection agency in Austria (e.g. ETI).

Screenshot of the ECC input form with selected checkboxes up to step 3 ‘Form details’

Image: ECC Austria

Step 3 - Form details: Do you have a question or complaint?

Depending on whether you have a question or a complaint, the input screen requires different entries from this third step onwards:

Would you like to order something from a foreign company or do you have a general question? We are happy to explain your EU rights as a consumer. To do so, select "Enquiry" here and type your question in the field below.

For enquiries: Continue reading steps 4–5➡️

If you would like us to assist you with a problematic company, please select the "Complaint" option. This will open three questions for you to complete, which will determine whether we are responsible for your case.