Complaints we are unable to assist you with
European Consumer Centre (ECC) Italy
Introduction
The European Consumer Centre (ECC) Italy is part of the ECC-Net and provides free information and assistance for cross-border consumer disputes between consumers and traders located in the EU, Norway, Iceland and the United Kingdom.To find out in detail what we do and the services we offer, please also visit our information pages at the following links:
https://ecc-netitalia.it/en/quality-charter/
https://www.euroconsumatori.org/en/quality_charter
To make things easier for users and avoid incorrect submissions, we explain here in a straightforward manner what we do NOT do and whom you can contact when we are not competent.
We cannot help you if…
1) Your dispute is purely national (Italy ↔ Italy)
If both the consumer and the trader are located in Italy, the case does not fall within the competence of ECC Italy.Examples:
• Problem with an Italian shop or an e-commerce registered only in Italy
• Italian contracts for telecommunications, energy or water supply
➡️ To receive assistance, you may contact a national consumer association (list available at: https://tuttoconsumatori.mise.gov.it/associazioni) or check whether your dispute can be submitted to an ADR (Alternative Dispute Resolution) body (available on the European Commission platform: https://consumer-redress.ec.europa.eu/index_en)
2) The trader is NOT established in the EU, Norway, Iceland or the United Kingdom
The ECC-Net cannot intervene outside this geographical area.Examples:
• Traders or companies with a registered office, for example, in Switzerland or Turkey
• Non-EU marketplaces and platforms without a legal establishment in Europe
➡️ To receive assistance, you may contact a national consumer association (list available at: https://tuttoconsumatori.mise.gov.it/associazioni) or check whether your dispute can be submitted to an ADR (Alternative Dispute Resolution) body (available on the European Commission platform: https://consumer-redress.ec.europa.eu/index_en)
3) You are a consumer residing in EU/NO/IS/UK contacting us about a problem with an Italian company
If the consumer resides in another EU/NO/IS/UK country and the trader is in Italy, they cannot contact ECC Italy directly; however, they may still obtain assistance through the European Consumer Centres Network (ECC-Net).➡️ You must contact the European Consumer Centre ECC in your country of residence (regardless of your nationality): https://www.eccnet.eu/ (“Find your local ECC” section)
4) You are a consumer residing outside EU/NO/IS/UK contacting us about a problem with an Italian company
If the consumer resides outside the EU/NO/IS/UK, ECC Italy and the European Consumer Centres Network are not able to handle the case.➡️ You should contact a consumer organisation in your country of residence and/or the relevant national authorities responsible for providing assistance. It may also be worthwhile checking whether an Alternative Dispute Resolution (ADR) body exists that could take up the complaint; see also the European Commission’s platform at: https://consumer-redress.ec.europa.eu/index_en
5) Your case concerns a criminal offence or fraud
ECC may provide some general guidance and help you assess, in case of doubt, whether the situation may indeed constitute fraud. However, such determinations are reserved to the competent authorities. ECC Italy does not carry out investigative or law enforcement activities and has no coercive powers.Examples:
• phishing
• theft of card data
• fraud involving false documents
• suspected fraudulent online trading activities
➡️ You must contact the police authorities (see also the contact details in the section at the bottom of this page)
6) You are seeking legal assistance or representation
We do not provide:• Legal representation in front of a Court
• Drafting of legal acts
• Certified translations of complaints or legal/administrative documents
➡️ You must contact a lawyer of your choice.
7) Your request concerns a B2B relationship (between businesses or professionals), or you are a professional facing an issue with a private clie
nt.We provide assistance exclusively to consumers and only in relation to contracts concluded between consumers and traders (B2C).
➡️ You should contact your trade association or the competent Chamber of Commerce.
8) Your request concerns a contract concluded between private individuals.
Where a dispute arises in connection with contracts concluded between private persons, the European Consumer Centre is not competent to provide assistance, even where the dispute has cross-border elements.Examples:
• purchase and sale of real estate between private individuals
• rental of real estate between private individuals
• purchase of a car between private individuals
• sale and purchase of movable goods between private individuals (including via platforms)
• short-term turistic rentals between private individuals
➡️ You should contact specialised bodies and/or associations (such as housing advice centres or tenants’ associations) or appoint a lawyer of your choice.
9) The issue concerns taxes, duties, contributions, employment or social security.
We do not intervene in matters involving public administrations or social security bodies, nor in areas that fall outside consumer protection.➡️ Depending on the nature of the issue, you should contact, as appropriate, a social assistance office or a trade union, the Revenue Agency, the Customs and Monopolies Agency, INPS, another competent authority for the specific case, or the relevant Ombudsman, where applicable.
10) The issue concerns privacy exclusively (GDPR)
We may provide general guidance on how to exercise your rights regarding the protection of personal data; however, matters relating to data processing or breaches of the General Data Protection Regulation (GDPR) fall within the competence of the Data Protection Authority.➡️ You should contact the competent authority, namely the Data Protection Authority (GPDP)
11) You are requesting the imposition of sanctions or fines
ECC does not have coercive or sanctioning powers, including in relation to unfair or misleading commercial practices.➡️ For any reports, you should contact the Italian Competition Authority (AGCM) or other competent sectoral authorities, such as the National Civil Aviation Authority (ENAC), the Regulatory Authority for Energy, Networks and Environment (ARERA), or the Communications Authority (AGCOM).
12) You have not yet submitted a written complaint to the trader
To activate ECC-Net assistance, the complaint must first be submitted in writing.However:
➡️If the issue falls within our areas of competence, we can still provide you with information, guidance and, where possible, a template on how to draft the complaint correctly, even if the case is not yet eligible for handling by us.
What to do and whom to contact if we are not competent
Case 1 — Domestic dispute
➡️ Italian consumer associations➡️ National ADR bodies (where available)
➡️ The issuer of your credit card and/or your bank to request the so-called chargeback procedure
➡️ Giudice di Pace (Small Claims Court for limited amounts)
Case 2 — Trader outside the EU/NO/IS/UK
➡️ The issuer of your credit card and/or your bank to request the so-called chargeback procedure➡️ Consumer associations or ADR bodies in your country of residence (if competent), or specialised bodies or authorities in the seller’s country (where available and accessible)
➡️ Law enforcement authorities (in cases of suspected fraud)
Case 3 — EU/NO/IS/UK consumers with a problem involving an Italian company
➡️ Contact the ECC in your country of residence (e.g. French consumer → ECC France) – link: https://www.eccnet.eu/ (section “Find your local ECC”)Case 4 — Non-EU/NO/IS/UK consumers with a problem involving an Italian company
➡️ Consumer association in the country of residence➡️ The issuer of your credit card and/or your bank to request the so-called chargeback procedure
➡️ ADR bodies (where they exist and are competent)
➡️ Your country’s Embassy/Consulate for information and assistance
Case 5 — Criminal offence or fraud
➡️ Law enforcement authorities➡️ The issuer of your credit card and/or your bank to request the so-called chargeback procedure
Case 6 — Legal assistance from a lawyer
➡️ A trusted legal professional lawyer for court proceedings, civil mediation, arbitration and assisted negotiationCase 7 — B2B
➡️ Chambers of Commerce➡️ Business consultants
➡️ Sector-specific ADR bodies
➡️ Trade associations
Case 8 — Contracts between private individuals
➡️ Specialised bodies and/or associations (such as housing advice centres or tenants’ associations)➡️ A trusted legal professional of your choice
Case 9 — Taxes, social security contributions, employment
➡️ Italian Revenue Agency (Agenzia delle Entrate)➡️ Italian Customs and Monopolies Agency (Agenzia delle Dogane e dei Monopoli)
➡️ Italian National Social Security Institute (INPS)INPS
➡️ Labour Inspectorate
➡️ Social Assistance Offices and/or trade unions
Case 10 — Privacy
➡️ Italian Data Protection Authority (Garante per la Protezione dei Dati Personali – GPDP)➡️ Data Protection Officer (DPO) of the company concerned
CASE 11 – Unfair or misleading commercial practices or issues relating to specific sectors
➡️ Italian Competition Authority (Autorità Garante della Concorrenza e del Mercato – AGCM)➡️ Italian Civil Aviation Authority (Ente Nazionale per l’Aviazione Civile – ENAC)
➡️ Regulatory Authority for Energy, Networks and Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA)
➡️ Communications Regulatory Authority (Autorità per le Garanzie nelle Comunicazioni – AGCOM)
Case 12 — Absence of a written complaint
➡️ We provide instructions + a template (where possible)➡️ You submit the complaint and, only in the event of a negative response or no response within a reasonable timeframe, we can then take up the dispute (if cross-border and in any case falling within our field of competence)
FAQ
❓ I am a French consumer with a problem with an Italian company. Can I contact you directly?No. You must contact the ECC in your country of residence, not ECC Italy.
❓ I am a US consumer and an Italian company has not delivered my order. Can you help?
No, we are not competent to do so. The ECC Italy can only assist consumers residing in the EU/NO/IS/UK.
However, you may contact a consumer association in your country.
❓ I have not yet written to the trader. Can you still help me?
We can provide practical guidance and a complaint template (where possible),
but we can only take up the dispute (if it is cross-border and in any case falls within our field of competence) after the written complaint has been submitted, and only in the event of a negative response or no response within a reasonable timeframe.
❓ I have purchased from a non-EU/NO/IS/UK trader. Can I contact you?
We can provide general information and alternative bodies to contact (where available), but we cannot take up the request if the traders are outside the EU/NO/IS/UK.
❓ I have been the victim of an online scam. Can you intervene?
No, you should contact law enforcement authorities and the issuer of your card or your bank.
❓ Can I contact you for legal assistance or for procedures for which legal representation by a lawyer is required by law?
No. We do not draft legal documents and we do not represent consumers in court or in judicial proceedings.
Useful links for consumers
European Consumer Center Network
https://www.eccnet.eu/
National Consumer Associations
Elenco Associazioni Consumatori MIMIT – https://tuttoconsumatori.mise.gov.it/ADR/ODR Bodies
Consumer Redress European Commission – https://consumer-redress.ec.europa.eu/index_enOther European Networks
SOLVIT – Problems concerning public authorities- https://ec.europa.eu/solvit/index_en.htmFIN-NET - Financial dispute resolution network - https://finance.ec.europa.eu/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net_en
EUROPE DIRECT - The EU helpline for EU citizens - https://european-union.europa.eu/contact-eu/write-us/answering-your-questions_en
Italian and European Authorities
Your Europe - https://europa.eu/youreurope/index_en.htmMinistry of Enterprises and Made in Italy MIMIT – https://www.mimit.gov.it
Viaggiare Sicuri of the Ministry of Foreign Affairs and Internaional Cooperation - https://www.viaggiaresicuri.it/home
Revenue Agency– https://www.agenziaentrate.gov.it
Customs and Monopolies Agency – https://www.adm.gov.it
INPS – https://www.inps.it
Data Protection Authority - GPDP – https://www.garanteprivacy.it
Italian Competition Authority AGCM - https://www.agcm.it/
Italia Civil Aviation Authority ENAC - https://www.enac.gov.it/
Transport Regulation Authority ART - https://www.autorita-trasporti.it/
Regulatory Authority for Energy, Networks and Environment ARERA - https://www.arera.it/
Institute for the Supervision of Insurance IVASS - https://www.ivass.it
Italian authority responsible for regulating and supervising financial markets CONSOB - https://www.consob.it
Bank of Italy - https://www.bancaditalia.it/
National Labour Inspectorate – https://www.ispettorato.gov.it
Italian Civic Defence Coordination - https://www.coordifesacivicaitalia.it/
Civic Defence Bolzano - https://www.difesacivica-bz.org/
European Ombudsman - https://www.ombudsman.europa.eu/en/home
Italian Union of Chambers of Commerce - https://www.unioncamere.gov.it/
Law enforcement authorities
Carabinieri – https://www.carabinieri.itPolizia di Stato – https://www.poliziadistato.it
Guardia di Finanza - https://www.gdf.gov.it/it
Polizia Postale – https://www.commissariatodips.it
DISCLAIMER – (22 September 2026)
The content of this presentation represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the European Innovation Council and SMEs Executive Agency (EISMEA), or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains. The content of this presentation, made available on the europa.eu domain, may contain “external links” to websites in domains other than europa.eu which are the author’s sole responsibility. Commission services have no control, and assume no responsibility, over these “external links”. When visitors to European Commission websites choose to follow such “external links” to websites in domains other than europa.eu, they do so at their own responsibility and would leave the official domain of the European Commission. In particular, these visitors would be subject to the cookie, privacy and legal policies (including data protection and accessibility requirements) of the external website.