The Cyprus Consumers Association (CCA) recorded an increase in the number of complaints of around 24% compared to 2023 for 2024, adding that through the informal mediation method, it achieved the return of the total amount of €3.240,76 to consumers.
As stated, the link's data concerns complaints which were either forwarded to the Competent Authorities after prima facie they were deemed to violate the applicable legislative framework, or were and are being handled by the CSK for resolution, or concerned the provision of advice, i.e. guidelines to consumers.
According to the CSK, the four categories of complaints that showed the largest increase compared to the corresponding period last year concern "Passenger rights & organized trips" with an increase of 63%, "Distance sales and purchases outside a commercial store (right of withdrawal)" with an increase of 52%, "Energy" with an increase of 47% and "Tourist services" with an increase of 41%.
In more detail, it is reported that the category "Passenger Rights & Package Travel" showed a significant increase in 2024, which peaked in the summer of 2024, mainly due to the continuous strikes of air traffic controllers at the hubs of France and Germany, but also due to the extreme weather events during the summer that had a significant impact on flights in Europe.
Regarding the category "Internet fraud & email fraud", the complaints are distinguished as follows: phishing of personal data, fraud with false contests for gift certificates from unknown store chains, online fraud promising free airline tickets, fraud with travel holiday packages, fraud for granting loans from unlicensed entities, online product purchases where businesses deactivate consumers' accounts, as a result of which they cannot claim their money back and/or do not receive the products upon completion of the order.
In relation to the category "Accuracy and cost of living", consumer complaints concerned increases in prices of basic consumer goods, increases in fuel prices mainly after the abolition of the fuel subsidy, price increases in fruits and vegetables, the need to restore the zero VAT rate on basic goods, the increased cost of electricity, difficulties in paying rent, weaknesses in repaying loans to credit institutions, energy poverty, the need to expand the list of beneficiaries for the EAC's Special Tariff (Tariff 08), so as to include other categories of vulnerable consumer groups, including low-income pensioners and other categories of patients.
The “returns policy” category concerns consumer complaints, mainly in relation to product returns during sales. The existing legislation (“The Consumer Protection Law of 2021 (L. 112(I)/2021)”) does not cover cases concerning product returns policy, as a result of which it is left to the policy of each business as to whether to refund the money to the consumer or issue a credit note or reject his/her request.
In the category "Energy (Ministry of Energy, Renewable Energy Sources, Grant Schemes)", consumer complaints focused on the government's "Photovoltaics for All" plan, under which, as mentioned in the link, the limit of 4,16 kilowatt hours (kWh) per residence is small, especially for a family of three or many children.
The category "Distance sales and purchases outside a commercial store (right of withdrawal)" concerns purchases made online mainly from business platforms operating in third countries, where European directives on consumer rights do not apply.
The "Unfair Commercial Practices" category records consumer complaints regarding misleading consumers in relation to discounts from businesses, customer loyalty programs, offers accompanied by gifts and reservations for hotel beds that do not meet the characteristics provided for in the relevant posting by the businesses.
Complaints concerning the "Food Safety" category focus on the following: food poisoning, spoiled food, food with foreign bodies and food whose expiration date has passed and is displayed for sale at a discount without informing the consumer about the expiration date (Best Before), general food that is not of the nature or quality that the consumer expects, food with incorrect or incomplete labeling, food with a label indicating an incorrect/false country of origin, sale of conventional products as organic. In relation to food supplements, the inclusion of claims or indications in the labeling, advertising or presentation of food supplements that directly or indirectly imply the prevention, treatment or cure of a human disease.
The category "Non-display of prices & price difference on the shelf from the cash register" concerns the failure to display prices in the shop window of businesses and in their interior and/or placing a price in a place that is not clearly visible to the consumer, in violation of basic legislation. In several cases, the price on the shelf differed from the price at the cash register, with the consumer paying more. During discount periods, complaints were recorded, such as the non-inclusion of the discount percentage on the product purchase receipt.
The category “Defective products – warranties” continues to record the largest number of complaints, which focus on the refusal of businesses to comply with Law 154(I)/2021 on product warranties. Complaints also focus on the unjustified delay on the part of businesses to repair a defective product, despite the relevant provisions of the above law, according to which businesses are obliged to repair and return the product to the consumer within 25 calendar days. In addition, cases of unjustified charging of consumers for the repair of defective products that were within a 2-year warranty were recorded, as well as charging the technician’s report for the repairs made to the defective product.
The "banking services" category concerns consumer complaints in relation to increases in bank charges, abusive terms in consumer contracts concluded between Licensed Credit Institutions (LICs) AND consumers during the period 1997-2014 and charges relating to early loan repayment.
The category "Telecommunications service providers" includes cases concerning the telecommunications services offered by the providers that are included in the consumer's contract, such as satisfactory network connection, additional charges not specified in the contract between the two parties, refusal of service and/or delay in customer service, as well as prima facie abusive terms included in the contract between the two parties.
The "Tourist services" category includes hotel reservations made through an international platform, where consumers made a reservation and, while they had proceeded with the relevant payment, after contacting the hotel they were informed that there were no rooms available, with the result that even if they were refunded their money, they were left without accommodation for their holidays. There were also complaints regarding hotels where the accommodation conditions were inappropriate, as the hygiene and cleanliness conditions were substandard.
Finally, the "Other" category includes general complaints submitted by consumers regarding non-service by government departments and services, complaints about incorrect charges on EAC and Water Supply bills, violation of patients' rights by government and private hospitals, shortages of pharmaceuticals, delays in receiving deposits from the Cyprus Police, difficulties in communicating with government departments, court records and cameras, rejection of requests for benefits, recall of vehicles with defective airbags, etc.
It is added that for the year 2024, the CSC, through the method of informal mediation, achieved the return of the total amount of €3.240,76 to consumers. The complaints concerned defective products - guarantees, unfair commercial practices and organized holiday packages. In addition, the CSC contributed to the provision of assistance which led to the satisfaction of consumers' requests.
"The CSC takes seriously the concerns of consumers and the continued increase in the number of complaints. Within the framework of its capabilities, it will intensify its efforts to fully inform consumers about their rights, as well as its efforts to pressure the Competent Authorities to carry out more intensive controls, monitor the market and effectively implement the relevant legislation for consumer protection," it concludes.
The success of the CSC in concluding separate mediation agreements for the resolution of consumer disputes with 62 retail businesses is also noted, which "helped decisively in the resolution of consumer complaints."
Source: KYPE
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