Instructions for the ECC online complaint form – steps 4 to 8 explained | Europäisches Verbraucherzentrum Österreich

⬅️ Back to explanations of steps 1–3

Screenshot of the ECC input form with selected checkboxes up to step 4 ‘Complaint’

Step 4 – in case of complaints: facts of the case

If you selected "Complaint" in step 3 above, please briefly describe the problem that prompted your complaint in the three text fields in step 4 of the input mask . Below that, write what you would like to achieve. In the bottom field, describe what you have tried to do about the matter so far.

Screenshot of the ECC input form with selected checkboxes up to step 5, ‘Complaint details’

Image: ECC Austria

Step 5 – in case of complaints: details of the complaint

If you selected "Complaint" in step 3, you can enter details about the order to the problematic company in step 5 in the input mask . This applies in particular to payment and the allocation of your order. When we contact companies on your behalf, they are more likely to respond if order numbers or similar details are provided. Therefore, please enter your customer number, booking number, order number or similar in the "Reference field". This will ensure that the case can be clearly identified and is more likely to be resolved.

Screenshot of the ECC input form with selected checkboxes up to step 6 ‘Power of attorney’

Image: ECC Austria

Step 6 – in case of complaints: power of attorney required

We require a signed authorisation to act on your behalf. In this step, the input form offers you the option of signing an automatically pre-filled power of attorney directly in the input form. Alternatively, you can download the document yourself, sign it and upload it again. The selection of the power of attorney is automatically adapted to the country you selected in step 2 as the country of the company's registered office. You can find more information about the required powers of attorney here.

Screenshot of the ECC input mask with selected checkboxes up to step 7 ‘Insert documents’

Image: ECC Austria

Step 7 – in case of complaints: insert documents

If you selected "Complaint" in step 3, you must upload the following documents in step 7 of the input mask (if available):

Proof of payment: Invoice or booking confirmation or similar from the problematic company.
Correspondence with the problematic company. Please organise this correspondence with your original complaint to the company and any subsequent communication chronologically and save it in a document before uploading it. You can find our instructions on how to save the entire message history with the company in a single PDF file in your email programme here. If you have multiple message histories, you can find instructions on how to save them together here.
Proof of damage: e.g. photos of the defective goods or faulty service, bank statement showing the unauthorised debit, screenshot of the non-functioning application, etc.

Screenshot of the EVZ input form with selected checkboxes up to step 8 ‘Confirm and send’

Image: ECC Austria

Step 8 – in case of complaints: Confirm and send

If you selected "Complaint" in step 3 above, you can complete your entries in the input form by confirming your agreement to the data protection policy.

We receive many complaints every day and process them as they come in. We therefore ask for your patience until we get back to you. We will record your complaint and process it together with the ECC in the country where the problematic company is based. The two ECCs will then work together to try to persuade the company in question to comply. You will be notified of this by email and will receive a ticket number (e.g. ECCAT-12345). If you have any queries, please quote this number.