1. European Consumer Centre, Dublin
Information and Education of Consumers
Budapest, April 2005
10 million people living in Hungary, part of a Union of 450 million in the EU. Almost all are consumers, even the children, who are targeted by ads as much as adults. Businesses want people to but goods and services, we, the consumer organisations want people to buy safely and in the knowledge that they have consumer rights to protect them. (Some businesses are unscrupulous). It’s a lot of people to get a message through to.
Some people, of course, already know they have rights, and indeed what those rights are.
Speaker: Tina Leonard, Manager ECC

2. The Consumers
48.5% feel they have a high level of consumer protection in own country
20% feel they are protected in other EU countries

3. Ireland: The Consumer Scene
National Agencies/government - National issues
enforcement, information
European Consumer Centre - Cross-border issues
information, assistance, projects, feedback

4. ECC Network
GOAL:
To promote consumer confidence in the Internal Market
HOW:
Through solving consumer disputes
Through information provision and education

5. ECC Network Currently 23 ECCs across Europe
Information on consumer rights in the EU
Assist consumers with cross-border disputes
Participate in pan-European projects
Feedback information to European Commission

6. Key channels of general information provision (1)
Education
Schools
Universities
Retailers

7. Key channels of general information provision (2)
Publications
Website
Press release
Media articles/interviews
Advertising
Promotions
Outreach programme

8. Publications

9. Website

10. Press releases News item Latest ‘scam’ to watch out for
Publication of leaflet or report
Publication of project / survey results
ECC Dublin
- 11 press release in 2004
- 144 media articles/interviews plus regular newspaper and radio slots

11. Advertising

12. Advertising

13. Advertising

14. Promotions What is the justification for the promotion?
Know your target audience
Is there a general or a specific message?
Where will the message be seen by the target audience? Shops, airport, travel agent, online etc.
What is the goal? (There may be more than one)
How will you measure success?

15. Outreach Presentations to: Schools Universities Community groups
Other information providers

16. Case study: air passenger rights
Context:
New air passenger rights legislation 17/02/05
Increase in complaints regarding air travel
Goals:
Inform consumers about their rights.
Develop dialogue with airlines regarding complaints.

17. Case study: air passenger rights
Informing consumers
Leaflet
Press release
Luggage tag distribution at airport
Result
Media articles / interviews
Increase in requests for information on air passenger rights

18. Case study: air passenger rights

19. Case study: air passenger rights

20. Case study: air passenger rights
Developing a dialogue with airlines
Report analysing complaints against airlines in 2003 & 2004
Market research commissioned regarding consumers’ experiences of complaints against airlines.
Result
Meetings with airlines
Follow up cooperation of complaint handling

21. Price comparisons Within a country Within the EU Examples:
- Comparing prices of ordinary goods in Dublin and Belfast
Postal service in EU price comparison

22. Final words Solving consumer complaints creates trust
Educating and informing consumers creates confidence 
Consumer agencies and organisations working together
Developing good relations with media
Matching consumers’ needs with information

23. European Consumer Centre Dublin
Information and Education of Consumers
Budapest, April 2005
Speaker: Tina Leonard, Manager ECC