Disclaimer & privacy
ECC Belgium is part of the European network of consumer centres, established by the European Commission to inform and advice the European consumer about cross border purchases.
The ECC Belgium is subsidised by the European Union and the Federal Public Service Economy, SMEs, Self-Employed and Energy.
The project is hosted by OOBC/OIPC, a non-profit organisation (VAT BE 475.031.566), and part of Test-Aankoop/Test-Achats.
ResponsibilityThe content of this website represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the Consumers, Health, Agriculture and Food Executive Agency or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for the use that may be made of the information it contains.
This website is part of the action 670706 – ECC-Net BE FPA which has received funding under a grant for an ECC action from the European Union’s Consumer Programme (2014-2020). This project is co-funded by the FPS Economy, SMEs, Self-Employed and Energy and Test-Achats.
While the advice and information in this website are believed to be true and accurate on the date of publication, neither the editor nor the authors can accept any legal responsibility for any errors or omissions that may be made or for the results obtained from the use of this material.
Editor in chief: Karen Ghysels
Responsible publisher: Vincent Fraselle
ECC Belgium is committed to safeguarding your privacy, while providing a high quality of service. ECC Belgium will treat your personal information as confidential and your details will not be given or sold to anyone. You can at all times access your personal information and modify it.
You can also request to take your personal information off our list at any time by phone (+32 2 542 33 46), by fax (+32 2 542 32 43), by e-mail (email@example.com) or by mail.
Privacy Statement to ECC IT Tool
European Consumer Centres’ Network (ECC-Net)
ECC-Net Case Handling IT toolThis privacy statement explains how the European Consumer Centres (ECCs) which are members of the European Consumer Centres’ Network (ECC-Net) handle personal data of consumers who address the Centres with requests for information and who seek assistance in the treatment of a complaint or the settlement of a dispute with a trader in another EU Member State or in Norway or Iceland. The measures taken to protect the collected personal data are explained.
I. Aim and actors of ECC-NetECC-Net aims to promote consumer confidence by advising citizens on their rights as consumers and providing easy access to redress, in cases where the consumer has purchased something in another country to his/her own (cross-border). ECCs provide consumers with a wide range of services, from providing information on their rights to giving advice and assistance to their cross-border complaints and informaiing about the available resolution of disputes. They also advise on out-of-court-settlement procedures (ADR) for consumers throughout Europe and provide consumers with easy and informed access to such procedures, when an agreement could not be reached directly with the trader where an applicable ADR is available.
To enable ECC-Net to provide the above mentioned services to the citizens, an IT tool, the ECC-Net Case Handling IT tool, is used to collect and handle the necessary data. The IT tool is operated by the European Commission. In this respect, personal data is collected and processed from the consumers.
The European Consumer Centres collect this information on the basis of Action 9 (in the Annex) of Decision no 20/2004/EC of the European Parliament and of the Council of 8 December 2003 establishing a general framework for financing Community actions in support of consumer policy for the years 2004 to 2007 (OJ L5 of 09/01/2004).
The collection and processing of the above personal data through the ECC-Net Case Handling IT tool follows the provisions of Regulation (EC) N° 45/2001 of the European Parliament and of the Council of 18 December 2000 on the protection of individuals with regard to the processing of personal data by Community institutions and bodies and on the free movement of such data and more specifically article 5, Paragraph (a and b).
II. Which personal information do we collect, for what purpose and through which technical means?A. Identification Data which are entered in the ECC-Net Case Handling IT tool
ECC-Net collects personal data that identifies who you are when you, as consumer, request information or when you seek assistance in the treatment of a complaint or the settlement of a dispute with a trader in a EU Member State which is not your own country or in Norway or Iceland. The ECC which you contact collects all or part of the following personal data: your name, address, contact details including your telephone, fax, e-mail, gender and language.
Where available, documents in support of the case may also be collected.
B. Technical information
All data is entered by the European Consumer Centres into the ECC-Net Case Handling IT tool on behalf of the Directorate-General for Justice and Consumers of the European Commission. The application is hosted on servers situated in the Informatics Directorate-General of the European Commission.
No personal data is stored in any cookies or log files created on the IT tool.
III. Who has access to your information and to whom is it disclosed?In order for ECC-Net to provide an efficient service, it is important that specific case related data including personal data are made available to the ECCs. Access to personal data is granted only to the two European Consumer Centres, located in the countries of the consumer and the trader, which assist the consumer to resolve his/her cross-border complaint or dispute, or, in the case of information requests, only to the Centre which answers the request for information. Furthermore, case related data including personal data is available to the Controller in the European Commission’s Directorate-General for Justice and Consumers, and to European Commission staff working under the instructions of the Controller, to enable them to carry out quality control checks of the ECC-Net service provided and for network and database management tasks including block/delete of personal data on justified request by the consumers. All personal data collected will only be used to the extent necessary to carry out the above mentioned tasks.
In the case of a cross-border complaint or dispute with a trader, the ECC which you as consumer have contacted enters your information into the ECC-Net Case Handling IT tool. This information is then transmitted through the IT tool to the ECC in the country of the trader who is the subject of your complaint. The staff members of both ECCs use the information to assist you to resolve your case, if required by directly contacting the trader. If the latter is the case, your information will be transmitted to the trader.
In the case of an information request, the ECC enters your personal data into the ECC-Net Case Handling IT tool in order to process your request. In such cases, no information will be transmitted to other bodies.
IV. How do we protect and safeguard your information?Your information is held in a secure system the operations of which are covered by the European Commission's security decisions and provisions established by its Directorate of Security for this kind of servers and services. The system is protected by nominative UserId/Passwords and an additional digit pass. The digit pass is a unique 12-character key generated by the system for each ECC center. It represents an additional level of security and works as follows: After the first authentication with a valid login/password, the IT tool prompts the user to enter a 3-character combination which the system selects at random from the 12-character key. This 3-character combination is different for each access to the application.
V. How can you verify, modify or delete your information?Consumers can verify and modify their personal data. They can also introduce a request to block or delete their personal data from the ECC-Net Case Handling IT tool. Requests to block or delete personal data will be processed within a 2 month period. Such requests can be made to the European Consumer Centre with which they have been in contact or to the European Commission using the below mentioned functional mailboxes and contact numbers:
European Consumer Centre Belgium
functional mailbox: firstname.lastname@example.org
telephone: +32 (2) 542 33 46
telefax: +32 (2) 542 32 43
Directorate-General for Justice and Consumers
functional mailbox: JUST-E5@ec.europa.eu