This website, “” is a service provided by the European Consumer Center Luxembourg GIE (Economic interest group) who is based in

2A, rue Kalchesbrück
L-1852 Luxembourg

T.:+352 26 84 64 1

F.: +352 26 84 57 61

e-mail address:

Registered in the Luxembourg Chamber of Commerce under the number C30.
Director of publication: Karin Basenach
This site is hosted by: Itworks Systemhaus GmbH, Im Gewerbegebiet 22, D-54344 Kenn.

Purpose of ECC GIE Luxembourg

ECC Luxembourg is part of an EU-wide network of 30 European Consumer Centres (ECC-Net) set up by the European Commission who offer consumer help and advice. ECC Luxembourg informs European consumers about their rights in the European Union, Norway and Iceland. ECC Luxembourg advices and assists consumers in cross border disputes with traders based in another EU country, Norway or Iceland. Moreover ECC Luxembourg informs consumers about alternative dispute entities for consumer disputes (ADR). The ECC GIE Luxembourg is an economic interest group financed by the European Commission, the Luxembourgish government and the Union Luxembourgeoise des Consommateurs.

The European Consumer Center intended not to use any copyrighted material for the publication or, if not possible, to indicate the copyright of the respective object. The copyright for any material created by the European Consumer Center is reserved. Any duplication or use of objects such as diagrams, sounds or texts in other electronic or printed publications is not permitted without the author’s agreement.

Neither the Commission neither any person acting in her name is liable for any use that may be made of the information contained in that publication. The European Consumer Center reserves the right not to be responsible for the topicality, correctness, completeness or quality of the information provided. Liability claims regarding damage causes by the use of any information provided, including any kind of information which is incomplete or incorrect, will therefore be rejected. Parts of the pages or the complete publication including all offers and information might be extended, changed or partly or completely deleted by the author without separate announcement.

Referrals and links:
The European Consumer Center is not responsible for any contents linked or referred to from his pages – unless he has full knowledge of illegal contents and would be able to prevent the visitors of his site from viewing those pages. If any damage occurs by the use of information presented there, only the author of the respective pages might be liable, not the one who has linked to these pages.

Legal validity of this disclaimer:
This disclaimer is to be regarded as part of the internet publication which you were referred from. If sections or individual terms of this statement are not legal or correct, the content or validity of the other parts remain uninfluenced by this fact.

Privacy policy:
If the opportunity for the input of personal or business date (email addresses, name, addresses) is given, the input of these data takes place voluntarily. The use of all offered services are permitted – if and so far technically possible and reasonable – without specification of any personal data or under specification of anonymized data or an alias. The data will not be forwarded to any society or to another organization. In accordance with chapter VI of the law of the 2nd August 2002 concerning “la protection des personnes à l’égard du traitement des données à caractère personnel” (see, there are certain rights, especially the right to access the information concerning you and the right to rectify incorrect informations. If you would like to exercise these rights, please send an email to The use of published postal addresses, telephone or fax numbers and email addresses for marketing purposes is prohibited, offenders sending unwanted spam messages will be punished.

European Consumer Centres Network (ECC-Net)
ECC-Net Case Handling IT tool
This 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 Centre’s 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-Net
ECC-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 informing 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 10 (in the Annex) of Decision no 1926/2006/EC of the European Parliament and of the Council of 18 December 2006 establishing a program of Community action in the field of consumer policy for the years 2007-2013 (OJ L404 of 30/12/2006).
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 Health and Consumer Protection Directorate General 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 ‘Health and Consumer Protection’, 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 Luxembourg
E-mail :
Tel: +352 26 84 64-1
Fax: +352 26 84 57 61
mentioning your name, dossier reference and “request to verify, modify or erase data concerning the ECC privacy statement”
Directorate-General Justice and Consumers
B- 1049 Brussels

VI. How long do we keep your data?
All personal data shall be kept in the IT tool as long as follow-up actions are necessary, and for a maximum of one year after the query has been closed. After this period, all personal data will be erased. Case information may be kept in anonymous form for statistical purposes.

VII. Contact Information
If you have questions or complaints about the use of your personal information, you should, in the first instance, contact the ECC with which you have been in contact. If you have further complaints, you should contact the European Commission. The respective addresses to be used are indicated under point V.

VIII. Recourse
Complaints, in case of conflict on the processing of personal data, can be addressed to the European Data Protection Supervisor ( ).


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Further information concerning the terms and conditions of use and data privacy can be found at or at Please note that on this website, Google Analytics code is supplemented by “anonymizeIp” to ensure an anonymized collection of IP addresses (so called IP-masking).


European Consumer Centre Luxembourg