‘ConsumerConnect’ is a one-stop shop for consumers’ questions and complaints
A website that was launched recently by the federal authorities provides a centralised platform for questions from and complaints by consumers. The Federal Ecoomy Department’s ConsumerConnect platform replaces an existing website where consumers could report alleged malpractice or ask questions about their statuary rights.
Speaking on VRT Radio 2’s consumer affairs programme ‘WinWin’, the Federal Secretary of State responsible for consumer affairs said that “The information was too disparate and there were too many places where people could report things. Now there is a user-friendly platform where you can find everything right away”.
The new web site helps those with complaints that can’t be resolved by mutual consent get in touch with the relevant ombuds service that can then mediate between the consumer and the company concerned.
Complaints about fraud and scams
Victims of fraud or scams can submit their case to the Economic Inspectorate through the new platform. The Inspectorate can decide to launch an investigation or transfer the report to the relevant inspection service. If a breach of the rules is identified, it will decide whether a call to order, a warning or official report will follow. The offender could end up being sanctioned or even prosecuted.
ConsumerConnect also provides information on consumers’ statutory rights. This is split into chapters concerning, for example, energy, telecoms, financial services, insurance and construction.
ConsumerConnect is a central platform where consumers who experience a problem with a company can seek assistance.
“Previously, the information sites and hotlines were very disparate. Now there is a user-friendly platform where you can immediately find everything in one place”, Secretary of State Alexia Betrand told the VRT.
Tracking the status of your query
Those who want to can get a clear overview of everything they have reported to the platform; included the status of any queries made. This can be done by creating an account. Those that don’t create an account can still ask questions or report things without logging into the platform. Ms Bertrand told the VRT that “Reports can also be submitted anonymously”.
“You can, however, if you wish resigister and then ask a question or file a complaint. you will then be able to follow up your individual case as well as getting in touch with the relevant ombudsman service”, Ms Betrand said.
“Also accessible offline”
People who are not yet so handy with digital tools need not worry. “They can always call us or even visit us in person at the two counters that are opened at the Federal Economy Department’s building in Brussels. There, people can scan and print documents. In time, we intend to open counters at other locations too.”
Those wishing to contact the Federal Economy Department by phone can still do so by calling 0800 120 33. The department can also be contacted by email or through its Facebook page.
