IT adaptations and financial support are necessary to develop compatibility of complaint bodies' and the Commission IT systems.
The approach depends on the complaint body's profile:
- Small organisations that do not have a specific data collection IT systems and handle low numbers of complaints free use of the European Consumer Complaints Registration System (ECCRS) by complaint bodies. It is suitable for complaint bodies without complaint classification software or with relatively simple software.
- The software is available on a portal of collaborative workspace for partners of the European Union CIRCA -Interest group Consumer Complaints Expert Group. Latest version of the ECCRS application:1.3.8
- Organisations with data collection IT systems and ones that gather large numbers of complaints - adapting their local IT systems to the new methodology.
The Commission is developing technical specifications to make easier adaptation of the systems and the data transfer to the Commission.
Complaint bodies willing to adopt the methodology and adapt their IT systems may receive Commission financial support in the form of grants.
Grants co-finance the setting up of IT systems to implement the Recommendation. They cover staff costs needed to analyse and adapt the complaint body's IT system to the requirements and the Commission technical specifications.
The end result is IT systems that allow the transmission of harmonised data on consumer complaints to the Commission.
In 2011 the Commission made available €205.000 for the purpose.
Please click here to access to the page with a list of awarded applicants.