What is CPC?

CPC stands for Consumer Protection Cooperation. This international collaboration between authorities and warning centres in the field of consumer protection has addressed a shortcoming in EU-wide consumer protection:  

Before these mechanisms were put in place, consumer protection organisations – even with the support of government authorities in their own countries – could do very little to tackle particularly unscrupulous business practices in other EU countries. Time and again, specialist scammers would swindle people in other EU countries out of their money, whilst the authorities in the victims’ home countries were largely powerless to take action against these fraudulent firms.

On the one hand, foreign customers were deliberately misled, and the local authorities abroad were unaware of this; on the other hand, even within the European Union, the enforcement powers of national authorities come to an end at the national border in almost all matters.

As online orders continue to rise, the number of problems is also steadily increasing. If you have fallen victim to an illegal website, consumer organisations can often help find a tailored solution to your specific situation. In cross-border cases, this involves the European Consumer Centre (ECC), and for problems with domestic companies, the Association for Consumer Information (VKI) or the Federal Chamber of Labour (AK), or recognised arbitration bodies such as the Consumer Arbitration Board, the Internet Ombudsman´s Office or the Agency for Passenger and Traveller Rights. Such professional assistance for individuals affected includes, for example, the reversal, cancellation or termination of your contract, as well as the enforcement of warranty claims.

However, if many consumers are misled by unfair, misleading or otherwise unlawful business practices, it may be advisable to involve the EU Network of Consumer Authorities (CPC Network) in addition to pursuing individual claims. The public authorities in all EU Member States will then ensure that cross-border infringements of consumer law are swiftly and effectively stopped. Such an official ban ensures that consumers across the EU benefit from this measure, as traders and operators of online marketplaces operating across borders will in future be more strictly bound by consumer protection laws.

The complaints received by no means relate solely to clear-cut cases of fraud, but also involve established multinational corporations. Unfortunately, it is often the case that large companies, in particular, take a wait-and-see approach to consumer rights until enough affected parties begin to take a stand against business practices that are detrimental and unfair to them. To date, CPC has prompted large companies such as Booking, Airbnb, Parship, TikTok, Shopify, many major European car hire firms and airlines, Facebook, Twitter, Google, etc. to back down and improve their treatment of customers. Without this EU reporting and defence system, individual Member States and their consumer protection bodies would be less able to stand up to the abusive behaviour of multinational corporations towards their own customers. The CPC thus also pursues a socio-political objective of the European Union.Any trends in the business world that run counter to consumers' interests must be addressed. Demanding compliance with fair rules is best achieved collectively, using the leverage of the confederation’s combined market power.

We, the European Consumer Centre Austria, are one such official CPC reporting centre. If you submit a complaint via our contact form, we will investigate whether there is a pattern of complaints regarding illegal or unethical business practices by the foreign company you have reported. We will then report this via the CPC Network’s IMI database. As a result, the enforcement authorities, which are networked across national borders, can begin to hold those companies that have come under scrutiny to account, so that the damage cannot spread further to new victims.

The following German language brochure provides a clear overview of how you can help to stop infringements that particularly annoy you or cause significant financial damage. You will find out under what circumstances you should notify the relevant national authorities or the CPC contact points. 

We would like to thank the Federal Ministry of Social Affairs, Health, Care and Consumer Protection (BMSGPK), the Agency for Passenger Rights (APF), the Federal Cartel Office (BK) and the Federal Office of Metrology and Surveying (BEV) for their support in compiling the content, including case studies and practical insights.