Supervision of consumer protection
Reports and complaints concerning consumer protection can be divided into two categories: individual reports and collective violations. Individual reports from consumers are submitted through the Consuloket. AFTA, on the other hand, is responsible for the supervision and enforcement of consumer protection rules where there is a possible collective violation affecting the interests of consumers. This page provides a brief overview of the AFTA’s supervisory activities. More information about our supervision and priorities can be found in the Agenda and About the AFTA section.
Relationship between AFTA and Consuloket
AFTA manages the Consuloket, a digital service desk that forms part of its information and awareness-raising task. The Consuloket is aimed at
consumers and provides information about consumer rights and obligations, enabling consumers to enforce their rights as much as possible on their own.
For the registration of individual complaints and reports, AFTA cooperates with the Department of Economic Affairs, Trade and Industry (DEACI).
Complaints are submitted and registered through DEACI. AFTA has access to these reports and independently assesses whether there is reason to initiate
an investigation into a possible collective violation of consumer protection rules.
What does the AFTA do?
AFTA supervises compliance by companies with consumer protection rules. These rules are laid down, among others, in:
- The Civil Code (for example, consumer sales, general terms and conditions, distance contracts, travel agreements);
- The National Ordinance on Agreements by Electronic Means (AB 2020, 157) for commercial communication;
- The National Ordinance on Administrative Enforcement of Consumer Protection (Lbhc) for supervision and enforcement.
Why is supervision necessary?
Consumers require additional protection. Without supervision, companies may take advantage of their stronger position.
Supervision aims to:
- Promotes a fair balance between companies and consumers;
- Prevent consumers from having to incur high costs to enforce their rights;
- Have a disciplining effect on companies;
- Strengthen consumer confidence and the investment climate.
How does the AFTA exercise supervision?
In carrying out its supervisory tasks, AFTA may:
- Investigates complaints and reports from consumers, submitted, among others, via DEACI (Consuloket), or on its own initiative;
- Conducts sector studies;
- Impose sanctions in the event of violations;
- Provide information and guidance to consumers, companies, and other stakeholders.
When does AFTA take Action?
AFTA takes action in the case of a collective violation of consumer protection rules. Under Article 1.1 of the National Ordinance on Administrative Enforcement of Consumer Protection (Lbhc), this concerns an act or omission that violates Articles 2.2 to 2.6 of the (Lbhc) and causes, or may cause, harm to the collective interests of consumers.
Reporting suspected violations
Individual complaints and reports from consumers cannot be submitted directly to AFTA. These must be submitted through the Consuloket.
