PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Why a Consumer Complaints Register
(CCR)?
Prof. Thierry Bourgoignie
IPA Project team leader and Key legal expert
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Overall objective
The objective of the CCR is to contribute to a
better enforcement of the Law on Consumer
Protection by establishing a nation-wide
infrastructure for the management of consumer
complaints and enquiries.
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Specific goals
1. To register consumer complaints and enquiries through
common channels and uniform ways.
2. To handle consumer complaints and enquiries according
to similar rules.
3. To enhance and facilitate the handling of consumer
disputes out-of-court.
4. To collect data relating to consumer complaints, needs and
expectations for further analysis and more targeted
policy-making.
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Main features
 Use of CCR remains voluntary.
However:
 Its use will be promoted by many, such as State Consumer
Protection Center, State regulatory bodies, consumer
organizations, mediation centers and other ADRs schemes,
Market Inspectorate.
 It can be expected that consumer legal advice centres
receiving funds from the State budget will make use of the
system.
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Main features
 The CCR is easily accessible:
 Web-based system accessible via the Internet; no special
equipment needed other than a standard office PC and a
broadband Internet access.
 Use of Template form to be filled in either by the
individual consumer or any person/body providing him
with support in submitting the request to the system
(<users>).
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Main features
voicing of complaints by consumers will be facilitated.
giving legal advice will be facilitated and simplified.
 Multi-stage process including the following steps:
 Submission of enquiries or complaints
 Exclusion of frivolous requests
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Main features
 Attempt to solve the complaint though direct negotiation
with the trader.
 In case of failure to reach an agreement, sending the
complaint – which by now becomes a dispute – to one body
in charge of out-of-court resolution of consumer disputes.
 Traceability of requests
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PRESENTATION OF THE
CONSUMER COMPLAINTS REGISTER
Belgrade, 26th June 2013
Main features
 Global reporting; the CCR is a centralised Information
System which utilises a central database at national level to
establish a nation-wide network for the collection and
management of consumer complaints and enquiries.
 The system is compatible with the European Consumer
Complaint Registration System (ECCRS) to which it may
report yearly in accordance to the ECCRS requirements.
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