In 2010, the European Consumer Centres' network (ECC-Net) provided free help and advice in over 71,000 consumer cases, up by 15% compared to 2009, according to the network's 2010 annual report. One in three complaints concerned transport, of which almost 60% were about air travel (partly due to the volcanic ash crisis). More than half of the complaints handled concerned online purchases.

The European Consumer Centres' Network (ECC-Net) covers 29 countries (all EU countries plus Norway and Iceland). The Centres are co-financed by the European Commission and national authorities. When consumers have problems, such as have a problem with a refund, repair or replacement that they are entitled to under EU rights, and cannot come to an agreement with the trader based in another EU country, the Centres can intervene on consumers' behalf. Thus, the Centres offer online as well as direct advice for consumers, to help them avoid problems when buying goods and services from a trader based in another EU country.

The Centres work closely with 'national enforcement bodies' (NEBs) which enforce air passenger rights under EU rules with regard to cases concerning air passenger rights to help consumers obtain the refunds and compensation that they are entitled to. For example, the Centres can help consumers contact the airline or file a complaint with the relevant NEB. The Centres can also advise consumers on taking their case to an out-of-court scheme.

The ECC-Net 2010 Annual Report reveals the results achieved by the network for consumers in 2010 and the trends in consumer complaints handled by the network. Among the top findings, the consumers helped by the network increased a 15% compared to 2009. Another finding is that transport remains the number one problem sector with one in three complaints and most complaints concerned online purchases. In total, the Network has helped consumers in about 350,000 cases since its creation in 2005.