Dr. Georg Rathwallner
Download
1 / 17

Dr. Georg Rathwallner Consumer Protection Chamber of Labor Upper Austria - PowerPoint PPT Presentation


  • 60 Views
  • Uploaded on

Dr. Georg Rathwallner Consumer Protection Chamber of Labor Upper Austria. The Austrian consumers in the single market. I come from Upper Austria, a region with about 1.4 Mio inhabitants.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about ' Dr. Georg Rathwallner Consumer Protection Chamber of Labor Upper Austria' - deanna-martinez


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Dr georg rathwallner consumer protection chamber of labor upper austria

Dr. Georg Rathwallner

ConsumerProtection

Chamber of Labor Upper Austria


The austrian consumers in the single market
The Austrian consumers in the single market

I come from Upper Austria, a region with about 1.4 Mio inhabitants.

The consumer protection center in Linz received 94.600 enquiries and complaints last year, most of them by phone or e-mail. The most important communication channel is our website www.ooe.konsumentenschutz.at with more than 2 million visits last year.


Cross border complaints
Cross border complaints

  • Most of the enquiries and complaints concern Austrian companies.

  • Only about 3 % refer to single market questions.

  • We try to resolve trans border complaints too, sometimes in cooperation with the European Consumer Centre (ECC) in Vienna or

  • our NEPIM Partners in Belgium, France, Spain, Italy and Germany or our friends of the Financial Services Ombudsman Network in UK and Ireland.


Cross border shopping in most cases via internet
Cross border-shopping in most cases via Internet

  • 81 % of Austrian households are equipped with an internet access

  • 54 % of persons aged 16 to 74 are internet-shoppers

  • Amazon is the nr. 1


The most popular product groups for internet shoppers
The most popular product groups for Internet-shoppers

  • clothing and sports articles

  • flights and other travel arrangements

  • books, e-books and

  • tickets for events


Problems in the single market
Problems in the Single Market

  • Discrimination in access to services

  • Denied Air Passenger Rights

  • Fraud in cross-border commerce


Discrimination in access to services and goods
Discrimination in access to services and goods

Austrian consumers are confronted

  • with a refusal to supply

  • or higher prices

    on the grounds of their nationality or place of residence

    when attempting to access services at a cross-border level.

    Such practices are prohibited by the EU Services Directive!


Discrimination in access to services and goods1
Discrimination in access to services and goods

Consumers are most frequently confronted with price differentiation when trying to purchase .

  • goods such as electronic items, clothes and digital downloads (74 %)

  • tourism and leisure services (21 %) and in

  • car rental services (5 %)


Discrimination in access to services and goods2
Discrimination in access to services and goods

Example 1

Two families resident in Italy booked a stay in an Italian hotel via an Austrian tour operator. Upon arrival at the hotel, the families were asked to pay an additional fee of € 400. When queried, the hotel and tour operator informed the consumers that Italians are obliged to pay an additional fee for a club card enabling them to use the hotel’s amenities. After intervention by ECC Austria the tour operator refunded the additional fee of € 400


Discrimination in access to services and goods3
Discrimination in access to services and goods

Example 2

Austrian consumers booked a ferry trip from Venice to Patras with the company Minoan Lines. Due to economic reasons the route was cancelled. Minoan Lines offered a refund of the ticket costs of € 800,--. However, the consumers did not receive the promised refund. Due to the intervention of ECC Austria and ECC Greece the consumers were reimbursed


Denied air passenger rights
Denied Air Passenger Rights

  • Denied boarding, flight cancellation, delayed flights

  • Since 2005 passengers have rights of compensation up to 600 € (EC Regulation 261/2004)

  • But some airlines deny this right of compensation: Condor, Vueling, Ryan Air, Air Berlin


Denied air passenger rights1
Denied Air Passenger Rights

  • no answer from airline

  • refer to extra ordinary circumstances

  • delaying tactics until the claim barred by the statute of limitation


Fraud in cross border commerce
Fraud in cross-border commerce

consumer receive scams involving:

  • purchase of used cars online

  • counterfeit products

  • alleged free trials

  • the sale of tickets online and

  • data phishing


Fraud in cross border commerce1
Fraud in cross-border commerce

  • Many complaints concerning online-tickets

  • consumers must pay the tickets in advance, which should only be delivered a few weeks or days before the concert.

  • De facto, however, a delivery never took place. The companies over which the tickets were bought, also do not respond to requests for reimbursement of affected consumers.

  • There is a suspicion of fraud in these cases, the chances to get the ticket costs refunded is rather low. Consumers only option is the place a complaint at the police.



Dr georg rathwallner consumer protection chamber of labor upper austria

Dr. Georg Rathwallner

konsumentenschutz@akooe.at

3112

3880

Consumer Protection