Local view for "http://purl.org/linkedpolitics/eu/plenary/2009-11-24-Speech-2-405"
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"en.20091124.35.2-405"2
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"This is very much in the domain of the public authorities in the Member States. The Commission could ask to see that there are public authorities engaged with this. We have a network of such authorities. We gather information from time to time, but our focus is, on the subsidiarity level, on what we could do at cross-border or pan-European level. Otherwise, it is very much divided from country to country. This is part of education, and as we know, education is very much in the hands of Member States.
Regarding complaints, what I do is gather together all the complaints and, within the framework of the Consumer Market Scoreboard, see what level those complaints are at, compare them with consumer satisfaction, and then draw the necessary conclusions as to how consumers are treated. You are absolutely right that we need to compare how many complaints are coming in different domains. That is why we propose – and are working on – a common complaint form in Europe, because the information which currently comes to the public authorities in country ‘X’ is not filed in the same way as it is filed in country ‘Z’. If we have this common complaint form, it is not so that the Commission will become a kind of ombudsman on consumer affairs, but to develop our policy from these complaints and be more relevant to citizens. I believe that this really is an important project for the future.
We do really have quite limited rights to intervene in how the Member States deal with national complaints and how they respond. We could make a scoreboard and we can set a benchmark, but we cannot substitute the presence of the particular Member State.
I am very eager to continue in the European Commission, together with Parliament, to benchmark and measure how consumers are treated and how much Member States invest in this policy. I think it is a very good investment, especially now in difficult economic times, to see how consumers are treated, because this gives good information about the market."@en1
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