1. European Consumer Centre Ireland Anna Heryan aheryan@eccireland.ie Adviser Making the Services Directive Work Dublin, 6 March 2014

2. ECC-Net Joint Project on the Services Directive About ECC-Net ECC-Net - network of centres present in thirty European countries which offers free information, advice and assistance to consumers on cross-border consumer transactions From the time of its foundation in 2005 up to the end of 2012 ECC-Net handled almost half a million consumer contacts As part of our awareness raising initiatives on consumer rights, ECC-Net engages in joint network projects which assemble and analyse data derived from the complaints received throughout the network on specific areas of consumer detrimen t

3. ECC-Net Joint Project on the Services Directive The Services Directive – an important step towards improving the functioning of the Single Market for services It aims to remove the legal and administrative barriers that can hinder businesses from offering their services in another country, and to encourage cross-border competition. It seeks to strengthen the rights of recipients of services, and increase consumers’ confidence when availing of the services offered across the EU

4. ECC-Net Joint Project on the Services Directive Consumer complaints received by ECCs indicate that certain business practices: serve to create artificial borders within the Internal Market may be to the detriment of consumers and contrary to a principle of non-discrimination based on nationality or place of residence as established by Article 20.2 leave consumers disappointed when they try to buy a service cross- border

5. ECC-Net Joint Project on the Services Directive Objectives and overall approach: Analyze the work done by ECC under Article 21 and the main problem areas under Article 20.2. Raise awareness of the protections offered to consumers under the Services Directive Alert enforcement authorities about problems relating to the Directive, especially possible breaches of Article 20.2

6. ECC-Net Joint Project on the Services Directive Project Participants: Project leader – ECC IE Working Group – Austria, Italy, Spain, UK and UK for Services Participants – Bulgaria, Cyprus, Denmark, Estonia, France, Hungary, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Portugal, Romania, Slovakia, Slovenia and Sweden; and non-ECC Article 21 Contact Point: Finnish Competition Authority

7. ECC-Net Joint Project on the Services Directive Role of ECC-Net in the application of Article 21 of the Services Directive What to check for before buying services? What would legal rights be if there was a problem? Who can help if further assistance is needed? the right of service recipients to obtain, in their home Member State, general information and assistance on the legal requirements, in particular consumer protection rules, and on redress procedures applicable in other Member States In twenty two countries the body assigned to provide this information to consumers is ECC-Net

8. ECC-Net Joint Project on the Services Directive Role of ECC-Net under Article 20.2 of the Services Directive Principle of non-discrimination - discriminatory conditions based on the nationality or residence of service recipients, unless directly justified by objective criteria All ECCs, whether designated as contact points or not, handle consumer queries and complaints which come under Article 20.2 and actively engage in the resolution of cross-border consumer complaints

9. ECC-Net Joint Project on the Services Directive Findings of the report:

10. ECC-Net Joint Project on the Services Directive Findings of the report:

11. ECC-Net Joint Project on the Services Directive Findings of the report:

12. ECC-Net Joint Project on the Services Directive Case Study “I believe it is unfair for a company that trades across Europe to charge a higher price on their web-site for Irish customers than for those based in Britain. I was looking to buy a camera for my daughter. The unit price on the British website is £130 while the price on the Irish website is €190. I believe that to be discriminating against me as a European citizen living in Ireland. I believe that I should be charged the same price as my British counterparts.”

13. ECC-Net Joint Project on the Services Directive Refusal to supply and price differentiation - the most frequent cause for consumer complaints Consumers report disappointment and frustration, particularly when they are unable to complete the ordering process due to the lack of delivery options or are redirected to a website destined for their country of residence where prices of the goods in question are more expensive No explanation/justification offered by traders as to reasons price or service differentiation is implemented

14. ECC-Net Joint Project on the Services Directive Case Study “I have booked a car rental through the Spanish version of a website of a multi-national car rental company. Going through the booking process and having indicated my country of residence as UK, I was shocked to see the price went up nearly 15% from 127.38 EUR to 137.58 GBP – nearly 20 EUR solely because I live in the UK”

15. ECC-Net Joint Project on the Services Directive Research carried out by ECC France on price differences in the car rental sector, revealed that certain car rental companies implement price differentiation based on the place consumers are making the reservation from. For example, the exact same service was offered online to consumers based in the Czech Republic at a significantly higher price than to their French or German counterparts who were asked to pay 20% or 3% less, respectively, for hiring a car of the same category, at the same place and time. From a consumer perspective, there is no justification for the incidence of cross-border price differentiation given that the costs of the service provision are the same regardless of the country of residence of a consumer

16. ECC-Net Joint Project on the Services Directive

17. Case Study “I attempted to buy a prefabricated house from a Slovenian trader who was selling those houses for less than €154,000. As my place of residence was Austria, the trader refused to sell the house, but suggested that I contact the manufacturer in Austria. The latter offered the exact same houses for sale for more than €185,000. Having contacted the Slovenian seller again, I was advised the purchase could not be concluded as the documentation was only available in Slovenian and thus the granting a building permit for the construction of the house in Austria would not be possible. The Austrian building authority informed me that the granting of the permit could be possible if a translation of the documents and a confirmation from an architect that the house fulfilled the requirements needed under Austrian building laws, can be provided. The Slovenian company, however, still did not allow the purchase”

18. ECC-Net Joint Project on the Services Directive The abovementioned case was reported to the Austrian Competition Authority to be investigated with regards to potential breaches of competition law; It is an example of cases ECC-Net receives where the underlying anti- competitive aspect should be addressed; While it is the task of competition authorities to evaluate whether certain business practices constitute a breach of competition law, it is of importance that consumer protection bodies and the competent enforcement authorities enhance cooperation with competition law authorities.

19. ECC-Net Joint Project on the Services Directive ECC-Net calls for the urgent need to make the Services Directive work in practice ECC-Net is concerned about the growing number of consumer complaints pertaining to different treatment on the basis of the nationality or country of residence of service recipients, and believes that many complaints of this nature go unreported. ECC-Net believes that awareness campaigns addressed at service recipients and providers, as well as full and correct enforcement of existing rules and enhanced cooperation between relevant enforcement bodies, are the key tools to this end.

20. ECC-Net Joint Project on the Services Directive Thank You European Consumer Centre MACRO Building, 1 Green Street Dublin 1 Tel: +353 1 8797 620 Fax: +353 1 8734 628 www.eccireland.ie