Activity Report

Date of the meeting: 18.02.2016. Issues discussed: - Welcome and adoption of the agenda. - Presentation of the new online collaborative space. - Progress in the implementation of the Complaints Recommendation. - Country updates and presentations. - Complaints data in the context of cross-border cooperation on consumer law enforcement. - Complaints classification by the European Consumer Centres. - Operational conclusions and way forward. Minutes of the meeting attached.

Agenda CCEG 18 February 2016.pdf (approx. 124 kb)

FRANCE.pdf (approx. 215 kb)

NORWAY.pdf (approx. 305 kb)

NORWAY_ 2.pdf (approx. 672 kb)

POLAND.pdf (approx. 375 kb)

SWEDEN.pdf (approx. 339 kb)

JUST E1.pdf (approx. 280 kb)

JUST ECC-Net.pdf (approx. 320 kb)

CCEG meeting minutes- 18.02.2016.pdf (approx. 293 kb)

Activity Report

Date of the last meeting was on 02.10.2014 Issues discussed: Welcome and adoption of the agenda Presentation of the implementation of the Consumer Complaints Recommendation Presentation of the data dissemination platform (Commission) Country updates and presentations Questions and Answers session/AOB Minutes of the meeting attached.

1.Agenda CCEG -02 Oct 2014_final_1.pdf (approx. 145 kb)

2.MC State of play on the harmonised complaints recommendation 10_2014 (V2) .pdf (approx. 392 kb)

3.MC data dissemination platform (V2).pdf (approx. 323 kb)

4.1Estonia 02 10 2014.pdf (approx. 1,726 kb)

4.2Sweden CCEG Oct 2nd 2014.pdf (approx. 618 kb)

4.3harmonized method PT.pdf (approx. 969 kb)

4.4CCP_Shumkova_2nd Oct_Brussels (2).pdf (approx. 817 kb)

4.52_CCEG_0210_2014_eng.pdf (approx. 580 kb)

Consumer Complaints Expert Group_Italy Country Update.doc (approx. 56 kb)

MC data dissemination platform (V1).pdf (approx. 408 kb)

Minutes of the CCEG meeting - 02 10 2014_DD.docx (approx. 35 kb)

Activity Report

Date of the last meeting was on 25.01.2013 Issues discussed: Welcome and adoption of the agenda Country presentations Presentation of the implementation of the Consumer Complaints Recommendation Questions and Answers session/AOB Minutes of the meeting attached.

Minutes of the CCEG meeting - 25.01.2013.doc (approx. 50 kb)

1_ Intervention CCEG Hugo Hanne - 25 janvier 2013.doc (approx. 32 kb)

2_The Swedish Consumer Agency.pdf (approx. 311 kb)

6 LT implementation of the recommendation.pdf (approx. 356 kb)

3_IT_Harmonised class of consumer complaints.pdf (approx. 1,034 kb)

7_AT_Beschwerdeerfassung-Datenbank_Sc.pdf (approx. 555 kb)

8_MT_Complaints_handeling_System.pdf (approx. 130 kb)

9_CY CCEG Presentation.pdf (approx. 703 kb)

10_BG_COMMISSION FOR CONSUMER PROTECTION.pdf (approx. 545 kb)

11_EE_Implementation harmonised methodology.pdf (approx. 848 kb)

12_MC State of play on the harmonised complaints recommendation .pdf (approx. 341 kb)

Activity Report

Date of past meeting: 27.06.2011 Issues discussed: Presentation of the outcome of Consumer Summit Presentation of the latest Consumer Market Scoreboard and the future of Consumer Market Scoreboard Market Study on Internet access and provision Countries presentations (Austria, Romania, Belgium, Spain) concerning the situation and challenges by collecting consumer complaints Presentation of progress related to the implementation of the Consumer Complaints Recommendation Discussion on the proposed questionnaire to measure progress of the implementation of Complaints Recommendation Presentation of European Consumer Complaints Register System module for reporting Minutes of the meeting attached. Activity of CCEG: A network to facilitate the development of a harmonised methodology for classifying and reporting consumer complaints in the EU.

minutes CCEG 27_06_2011.doc (approx. 72 kb)

Final agenda CCEG 27_06_2011.doc (approx. 85 kb)

Selection Procedure (members)

Nominations of the first group members were made via the invitations sent for the first Expert Group meeting which took place on 15 January 2009.The members are Member States and private complaints handling bodies. It is for their authority to decide who will represent them. Interested parties (regulators, representatives of ombudsman services) are encouraged to take part in the meetings without being nominated by letter. They receive invitations and documents related to the work of the Expert Group.

Selection Procedure (members)

Selection of members: Members from different complaints handling bodies (governmental and private) at least 1 member per Member State.Members States authorities decide who will represent them at the meeting.

Internal Rules of Procedure

The expert group operates in an informal setting without any formal rules of procedure.

Rules_of_establishment.doc (approx. 39 kb)

 Number of Members: 39 

Type A - Individual expert appointed in his/her personal capacity:

0

female:

0

male:

0

Type B - Individual expert appointed as representative of a common interest:

0

female:

0

male:

0

Type C - Organisation:

7

Type D - Member State Authority:

28

Type E - Other public entity:

4

 Number of Alternate Members: 0 

Type A - Individual expert appointed in his/her personal capacity:

0

female:

0

male:

0

Type B - Individual expert appointed as representative of a common interest:

0

female:

0

male:

0

Type C - Organisation:

0

Type D - Member State Authority:

0

Type E - Other public entity:

0

 Number of Observers: 0 

Type A - Individual expert appointed in his/her personal capacity:

0

female:

0

male:

0

Type B - Individual expert appointed as representative of a common interest:

0

female:

0

male:

0

Type C - Organisation:

0

Type D - Member State Authority:

0

Type E - Other public entity:

0

Type C - Organisation

Name of Organisation

Category

Countries/Areas represented

Membership Status

Association Belge des Consommateurs Test-Achats / Belgische Verbruikersunie Test Aankoop (Test-Achats)	Professional Consultancies	Belgium	Member
Council of European Energy Regulators (CEER)	NGOs	European	Member
European Advertising Standards Alliance (EASA)	NGOs	Belgium	Member
European Consumer Centre Belgium (ECC Belgium)	NGOs	Belgium	Member
Lisbon Arbitration Centre for Consumer Complaints (CACCL)	Banks/Financial Institutions	Portugal	Member
Service de médiation des Assurances	Banks/Financial Institutions	Belgium	Member
Verbraucherzentrale Bundesverband (vzbv)	Professional Consultancies	Germany	Member

Type D - Member State Authority

Country

Membership Status

Austria	1 Public Authorit(y-ies)	Member
Belgium	2 Public Authorit(y-ies)	Member
Bulgaria	1 Public Authorit(y-ies)	Member
Croatia	1 Public Authorit(y-ies)	Member
Cyprus	1 Public Authorit(y-ies)	Member
Czech Republic	1 Public Authorit(y-ies)	Member
Denmark	1 Public Authorit(y-ies)	Member
Estonia	1 Public Authorit(y-ies)	Member
Finland	1 Public Authorit(y-ies)	Member
France	1 Public Authorit(y-ies)	Member
Germany	1 Public Authorit(y-ies)	Member
Greece	2 Public Authorit(y-ies)	Member
Hungary	1 Public Authorit(y-ies)	Member
Ireland	1 Public Authorit(y-ies)	Member
Italy	1 Public Authorit(y-ies)	Member
Latvia	1 Public Authorit(y-ies)	Member
Lithuania	1 Public Authorit(y-ies)	Member
Luxembourg	1 Public Authorit(y-ies)	Member
Malta	2 Public Authorit(y-ies)	Member
Netherlands	2 Public Authorit(y-ies)	Member
Poland	2 Public Authorit(y-ies)	Member
Portugal	2 Public Authorit(y-ies)	Member
Romania	1 Public Authorit(y-ies)	Member
Slovakia	1 Public Authorit(y-ies)	Member
Slovenia	1 Public Authorit(y-ies)	Member
Spain	1 Public Authorit(y-ies)	Member
Sweden	2 Public Authorit(y-ies)	Member
United Kingdom	1 Public Authorit(y-ies)	Member

Type E - Other public entity

Name of Organisation

Entity type

Countries/Areas represented

Membership Status

Czech Financial Arbiter	Other entities	European	Member
Icelandic Consumer Agency	Third Countries	Iceland	Member
Malta Financial Services Authority	Other entities	European	Member
Ministry of Children, Equality, and Social Inclusion	Third Countries	Norway	Member