Online form instructions – steps 1 to 3 explained
Here we will walk you through the first three steps of the online form, which you can use to ask us a question or file a complaint against a foreign company.
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Online form instructions – steps 4 to 8 for complaints
If you wish to file a complaint against a company using our online form, you will find details on how to complete the necessary steps 4 to 8 here.
Online form instructions – Steps 4 and 5 for questions
If you would like to ask us a question, we explain how to fill out our online form in steps 4 and 5 here.
Who can the ECC support ?
Before filling out our input form for questions and complaints, please take a moment to read through the requirements for our free support.
Instructions: Email history as a single PDF
Step 7 of the online complaint form requires you to submit your correspondence with the problematic company in a single PDF file. You can do this easily in your email programme!
Instructions: Combine multiple files into one PDF
Our tip for if you have saved your email correspondence with the company in lots of individual files. Here, we explain how you can merge all files into a single PDF.
Dropshipping - 20 steps in the wrong direction
Direct shipping from manufacturers to customers continues to boom. We show why this is disadvantageous from a consumer protection perspective in 20 steps. From setting up a shop to collecting payment.
Powers of attorney
The signed power of attorney allows the EVZ to intervene on your behalf with the company. There are several powers of attorney, depending on the country of the company. Here are the explanations of which one is appropriate.
Your EU rights regarding legal guarantee and warranty
Warranty and the legal guarantee are often confused. However, there are important differences. We explain the deadlines and also when it is better for consumers to make use of one or the other.
Parcel delivery FAQs
Our overview with lots of questions and answers on the subject of parcel delivery. What applies when delivering to neighbours, in the event of damage, liability or returns, postage or packaging?
Rhodes: Hotel vouchers after forest fire 2023
The Greek state will issue vouchers in 2024 for those hotel guests who had to flee the forest fires on Rhodes in 2023. However, various restrictions apply, here are the details.
Tips for our sample letters
Some tips for the correct use of our sample letters in simple language.
FAQ Mietwagen
Wir behandeln häufig Beschwerden bei der Buchung von Leihautos. Hier sind die häufigsten Fragen und viele Tipps aus der Praxis.
Currently no interventions against Irish companies
Unfortunately, we are currently unable to process complaints against Irish companies. This article lists alternative organisations that can help with consumer problems.
Real tickets for EURO2024
EURO 2024 will take place in Germany in early summer from 14 June to 14 July 2024. There is far more demand than tickets available. We explain what is important when buying tickets and travelling.
Black Friday: hype and facts
The end of November is Black Friday, the most popular day of the year for retailers. But bargain hunters should be careful. Retailers are primarily interested in boosting sales and emptying their warehouses. Whether the bombastically advertised savings really materialise is often questionable.
Amazon, Booking and Expedia take action against fake reviews
Amazon and travel platforms Booking and Expedia agreed to stop false online reviews to restore trust in customer reviews.
Free repair of Nintendo Switch controllers
After years of problems, Nintendo agrees to repair defective Nintendo Switch controllers for free.
Online fraud in used car sales
Scammers are targeting buyers on popular platforms with bogus vehicle listings. Learn how to spot the red flags and protect yourself from advance-fee fraud in our full article.
Tolls in Austria
In this guide, we explain the peculiarities of the Austrian toll system. Using examples, we show the typical mistakes and how to avoid problems with the toll. And what to do if a penalty is imposed after all.
Travel cancellation during heatwave?
With the record temperatures and the associated forest fires at the vacation destination, is it possible to cancel a trip free of charge? We explain on which details the answer depends.
Nationwide flight strike in Italy - Your claims
Nearly a thousand flights canceled, 250,000 travelers affected. Learn about your rights to compensation and rebooking. Strike causes and impacts – read more now!
Warning against wmshoe
Wmshoe.com is an online shoe seller that ships low-quality products from China to Europe. It is a prime example of dropshipping. Order elsewhere!
💳 Withdrawal charges on holiday
Withdrawing cash abroad costs extra. In this article, we explain what fees you can expect when withdrawing cash with your debit card, credit card or prepaid card when travelling and how you can save yourself expenses.
Warning about timeshare rip-off in the Canary Islands
On the road again - sales agents on the Canary Islands are pushing touristst into unfavourable timeshare contracts. What you have to watch out for and what you should do when signing a contract, you can find out here.
International fraudsters jailed for fake binary options
In a cross-border operation, Europol and Eurojust recently broke up a ring that enriched itself with fake investments in binary options.
German traffic strike - flight cancellations in Austria as of Sunday
On Sunday (26 March 2023), all 12 flights between Vienna and Munich will be cancelled, and on Monday (27 March 2023), the 27 return flights between Vienna and Munich as well as Frankfurt, Nuremberg, Stuttgart, Düsseldorf, Hamburg and Cologne will be cancelled.
Valid conclusion of a purchase on the internet - the button solution
There are quite precise rules about what must be written on order and purchase buttons in order for a transaction concluded with them to be valid on the Internet. If this is not the case, a purchase contract concluded online is not valid.
What is drop shipping?
Have you ordered from an Austrian online shop and then had to wait weeks for delivery because the package then came from abroad? Then you are probably dealing with drop shipping. This article explains what drop shipping is, how to recognise it and what to look out for before placing an online order.
Dating agency subscription trap - not only for Valentine's Day
Subscription traps are in high season on Valentine's Day. But all year round, consumers find themselves in subscriptions they didn't really want because subscription providers play tricks.
Credit cards versus subscription traps
Since the beginning of the year, the three largest credit card companies in the EU have had to provide better protection against dubious subscriptions by informing customers more precisely in the payment process that they are purchasing services with recurring payments.
Non-delivery due to new packaging regulation
Since the New Year, importers and companies without a registered office in Austria have had to appoint a domestic representative for packaging materials, otherwise they face penalties. Many online retailers do not want to shoulder this additional effort. This is why it can be observed more and more in online shops that delivery to Austria is currently not possible.
Usury with books
Facsimiles, i.e. replicas, of magnificent antique volumes, bibles or encyclopaedias are sold for thousands of euros in door-to-door sales. The victims are mainly elderly or old people. They were promised a safe investment. It later transpires that they were sold relatively worthless books.
Will air passenger rights change soon?
A new attempt for revised passenger rights in air travel is here. The initiative could lead to the replacement of the old Air Passenger Rights Regulation, especially in the area of delays and flight cancellations. This means that air travellers in the EU will get more rights in the future - but also fewer in certain cases.
Compensation for fraudulent "Next Gen" draws
Since 2013, the US company Next Gen Inc. has been active with various dubious raffles on social media such as Facebook. Mostly elderly people fell for their alleged prize draws and lotteries. As of today, victims from Austria have the opportunity to recover part of the damages they suffered.
