Information
Consumer's
user guide
Code of conduct
Company
user
guide
What is CCform ?
The Complaints Platform provides a multilingual complaint form,
CCform.
A form for companies and consumers to try to solve any
problems that arise in their relations. CCform aims to enhance customer
satisfaction and avoid judicial redress.
The Surveillance Committee ensures
the autonomy of the Platform and the respect of the CCform Code of
Conduct.
Benefits for the consumer
Quick and easy to use
Free
of charge*
(*However, please note that an internet connection
and an e-mail address are required to use the complaint form and
that these costs will be borne by you)
Fill
in the form in your own language and the company reads it in its
own *
(*However, be aware that automatic translation only
applies to the complaint form, not to free text fields that may
be available)
Follow the progress of your complaint
Information about consumers' rights
Help you to frame your complaint
Alert contact address enables you to make known any problems which may arise during the complaint resolution process
The same complaint channel for any kind of problem against anybody in Europe.
Trustworthy tool, controlled by a Committee of Surveillance
Ease of escalation to an ADR (Alternative Dispute Resolution) in case of unresolved complaint (link to ADR section)
Alternative dispute resolution
An Alternative Dispute Resolution is
an independent third party. It seeks to solve a dispute by bringing the parties
together.
In the case of an unresolved
complaint through the CCform, it is up to one of the parties to escalate the
complaint to an ADR to find a resolution. However, the parties will have to
support the costs of this.
List of ADR
Registered companies
Consumers can address their complaints to any company :
If the company has already registered with the system, the complaint form is directly transmitted.
If the company is not registered, the transmission of the complaint is not automatic. We will try to contact the company and ask it to register so that we can transmit your complaint. If it fails to register, the complaint is not transmitted and we will contact you to present other solution(s) to help you solve your complaint.
Partners
FEDMA (http://www.fedma.org
The Federation of European Direct Marketing ) is a non-profit international organisation, which
represents the direct marketing sector at European level. Its membership
includes national Direct Marketing Associations
(DMAs) from within and outside the European Union representing users, service
providers and media/carriers of direct marketing. Its mission is to promote and
protect the European direct marketing industry by creating greater acceptance
and usage of, and confidence in, direct marketing by European consumers and
business communities.
CRID
The Research Centre for Computer
and Law, at the
University of Namur (FUNDP - http://www.fundp.ac.be), was created in 1979 at the occasion of a conference on
databases, companies and privacy”. Its mission is to create a debate on legal
and economical issues linked to the Information and Communication Technologies.
During the past 20 years, CRID (CRID - http://www.droit.fundp.ac.be/crid/default.htm) has grown and represents today a team of about 40
researchers.
DMA UK,(http://www.dma.org.uk)
is a trade association that was officially formed in
1992, after the merger of various like-minded trade bodies, with the aim of
providing a single voice to protect the direct marketing industry from
legislative threats and promote its ongoing development. The mission of the DMA
is to represent the best interests of its members by raising the stature of the
direct marketing industry and giving the consumer trust and confidence in
direct marketing. There are over 860 corporate members.
Reader’s
Digest Sélection du Reader's Digest
(http://www.readersdigest.tm.fr) was
founded in 1947and is the French subsidiary company of the Reader's Digest
Association that is a global leader in publishing and direct marketing.
Reader's
Digest creates and delivers products that inform, enrich, entertain and inspire
people of all ages and cultures. Reader’s Digest has developed a wide range of
products and services including the magazine, books, music and video.
E-Consult
is a spinoff
company from the Centre de Recherches Informatique et Droit (CRID) of the University of Namur, Belgium. It
was founded in August 2000 by two researchers, Sophie Louveaux and Anne Salaun.
It specialises in
providing legal consultancy in the field of IT law.
ULC (http://www.ulc.lu/)
represents the Luxembourg Consumers'
Organisation . Its
objective is to try to influence, in the consumer’s interest, the development
of national policy and to promote and defend the interests of Luxembourg
consumers.
ULC offers
free and confidential information and advice on consumer issues in Luxembourg
and other European Member States
Starlab/VUB
Founded in 1996 by Prof. Dr. Robert Meersman, the STAR
laboratory (Systems Technology and Applications Research) at the Free
University of Brussels researches fundamental issues emerging out of new
applications of databases and information technology in society (education,
media, digital libraries), with a focus on ontologies, database semantics
and methodologies for information
system design based on the latter.
Blue Vision (http://www.bluevision-discovery.com)
Blue Vision is positioned on all industrial and service sectors
where production of knowledge is strategic. It focus on all stages of innovation
technology, such as human factor engineering, IT and process
ergonomics, certification, complex systems and discovery technology.
Useful links
www.hel.fi/eu-kuluttajaneuvonta
www.verbraucher.euregio.de or
www.evz.de
Privacy
The CCform platform does not capture
and store any personal information about individuals who access this website,
except where you voluntarily choose to give us your personal details via e-mail
or by enquiring about or ordering any of our services. In these latter cases,
the personal information you give us is used exclusively by the CCform Platform
for the purposes of transmitting your complaint to a company you have
identified or want the platform to identity for you. CCform would also like to
use your personal data to provide you with current and future information about
the services described in this website. Should you choose not to receive such
information please let us know by sending an email to info@consumerscomplaint.org
The CCform Platform will not pass on
your personal data to any other organisations or individuals unless you give
your consent. CCform will only pass on your personal data to organisations that
are bound by a Code of Conduct that commits them to respecting your personal
data. Please email alert@consumerscomplaint.org
to consent to your data being shared with other organisations. Your data will
not be shared unless we receive an email from you
Once a complaint is fully closed,
any personal data relating to a complaint stored for statistical purposes is
made anonymous.
We only use cookies to aid the
retrieval of complaints and ease the complaint process. You must consent to the
use of cookies on your computer system. More details are available from the
platform.
Security measures are adopted by the
CCform platform to ensure the utmost confidentiality and security of all
personal data introduced into the system.
You have a right to know about the
personal information CCform platform holds about you. You also have a right to
have your data corrected or deleted. Please address all your requests and/or
queries about our data protection policy to Compliance Manager, The CCform
Platform c/o FEDMA, Avenue de Tervuren 439, B-1150 Brussels, Belgium.
Disclaimer
Contact us
For more information:
info@fedma.org
In case of problems:
info@fedma.org