Delivery of the European Consumer Centre Services (ECCS)

BEIS has awarded a contract to Chartered Trading Standards Institute to continue delivery of the ECCS from July 2019 to December 2020. The ECCS runs a website and phone helpline providing information and advice to UK consumers looking to access a service or services from a trader based in another Member State. Consumer advisors, with wide knowledge of consumer rights legislation, provide advice and information to consumers on cross-border issues, by phone and email. It is provided in accordance with the Services Directive 2006/123/EC. The contract covers the cost of running the service only.

The ECCS provides: general information on the requirements applicable in other Member States in relation to accessing or exercising service activities, in particular those relating to consumer protection; general information on the means of redress available in the event of a dispute between service provider and recipient; and contact details of organisations from which assistance can be sought.

Additional information: The appointment is made under Regulation 32 (2) (b) (ii) and (iii) of the UK's Public Contract Regulations 2015. The ECCS is currently delivered by CTSI. CTSI has the necessary personnel, equipment and experience already in place. The same team also currently deliver the European Consumer Centre, a larger consumer advice service. It is impractical to deliver the ODR contact point in isolation from the ECC and is also reliant on the skills held by CTSI personnel.

Given the short contract period; strong interdependency with the European Consumer Centre; the low value of the contract; the low number of people needed to deliver the service; and the advisor training time required, continuation of delivery by the incumbent is the only realistic option for this period.