Consumer Rights Directive Survey

Consumer Rights Directive Survey

The survey has now been closed. If you are still interested in submitting a response, please do not hesitate to contact us and we will do our best to accommodate your response in the analysis. Thank you for your interest.

Risk & Policy Analysts Ltd (RPA), together with CSES and EPRD, has been contracted by the European Commission (DG Justice) to support the evaluation of the Consumer Rights Directive (Directive 2011/83/EU).   

The Directive supports the business-to-consumer (B2C) internal market while providing a high level of consumer protection.  Some of the key provisions relate to clear conditions of sale as well as measures to avoid additional charges.  The right to withdraw in a 14-day period for online/telephone purchases (with exceptions) is another important provision.   

The objective of the study is to collect data and information on how the Directive is viewed by consumers and businesses in the following countries:  Bulgaria, Cyprus, Czech Republic, Germany, Estonia, Finland, Greece, France, Ireland, Italy, Lithuania, Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, United Kingdom as well as authorities and ECCs across the EU.

To assist with this study we are inviting stakeholders to complete short questionnaires, found at the following links.  To facilitate the preparation of your contribution, pdf versions of the questionnaire are also available under ‘Supporting Documentation’ (bottom right of the screen):

  • Questionnaire for individual consumers (BG, CY, CZ, DE, EE, EN, FI, EL, FR, IE, IT, LT, NL, PL, PT, RO, SE, SK, UK)
  • Questionnaire for businesses (BG, CY, CZ, DE, EE, EN, FI, EL, FR, IE, IT, LT, NL, PL, PT, RO, SE, SK, UK)
  • Questionnaire for national consumer and business associations
  • Questionnaire for European Consumer Centres
  • Questionnaire for National Competent Authorities

Responses from consumers and businesses will be handled in the strictest confidence and will only be used for the purposes of this study.  In preparing our reports for the Commission (which, subsequently, may be published), care will be taken to ensure that specific responses cannot be linked to specific individuals or businesses.  If you have specific concerns about how your views will be treated, you can contact us and we will be happy to discuss your concerns.

If you have any questions about the consultation or our study more generally, please contact Rocio Salado ( or +44 1508 528 465).

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