Services Standards: Defining the Core Consumer Elements ... - ANEC

Services Standards
Consumer
contract law
on services
Transport
Financial
services
Network
services for
customers
(electricity,
gas,
telecommun
ication,
postal
services)
Services
such as
contracts
with liberal
professions
and
craftsmen
Out of court
dispute
settlement
procedures
Air carrier
dispute
settlement on
a voluntary
basis
Financial
instruments:
promotion of
dispute
settlement
procedures 387
Energy:
dispute
settlement
under
reference to
98/257 388 ;
Postal
services,
bring
complaint
before
competent
national
authorities 389
Information
on dispute
settlement
procedures, if
available 390 ,
Collective
redress
Financial
instruments:
in the
interests of
consumers
before courts
and administrations
by public
bodies,
and/or
consumer
and/or
business
organisations
391
Postal
services
individual
complaint to
competent
national
authority may
be presented
jointly with
representativ
e consumer
organisations
392
387 Article 53 of Directive 2004/39/EC on financial instruments.
388 Directive 2003/54/EC on electricity Annex A f).
389 Article 19 Directive 2002/39/EC, such opportunity must exist without prejudice to other
possibilities of appeal under national and Community legislation.
390 Article 27 (4) of the Service Directive.
391 Article 52 para 2 of the Directive 2004/39/EC on financial instruments leaves Member
States the choice between the three potential bodies acting on behalf consumers.
392 Article 19 para 3 Directive 2002/39/EC.
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