Better EU laws for simpler cross-border consumer lives

EU laws are too often not strong enough on consumer protection and often unclear, which makes them difficult to apply. Making EU rules simpler to benefit citizens is an important EU objective which BEUC supports. Yet, simplification cannot be seen in isolation. It must be combined with a high level of consumer protection, so consumers trust the Single Market and the European project. 

BEUC welcomes the opportunity to provide suggestions to the European Commission’s upcoming Citizens Omnibus, which aims to simplify EU rules so this process improves citizen’s lives concretely when dealing with cross-border situations. 

In this document, BEUC focuses mainly on improving the consumer experience in EU cross-border situations. For more recommendations about how the EU can continue improving consumer lives across Member States, BEUC’s view on the Consumer Agenda 2025-2030 is available here. 

BEUC MAIN RECOMMENDATIONS

Make cross-border shopping simpler

The Citizens Omnibus should make it easier for consumers shopping in other EU countries to enforce their legal guarantee rights by making both the producer and the seller liable for non-conforming products.

Improve cross-border delivery for consumers

The Citizens Omnibus should improve price transparency, delivery quality, and accessible complaint and compensation mechanisms to ensure that cross-border delivery services are reliable, affordable and consumer-friendly.

Make the telecoms market simpler and seamless

Consumers should benefit from transparent, affordable and predictable conditions when making calls, sending messages or using mobile data across borders. The Citizens Omnibus should review the Roaming regulation to remove Fair Use Policies, lower wholesale price caps, and remove all surcharges on EU communications for consumers.

No more geo-blocking

The Commission should remove geoblocking practices in the audiovisual sector to strengthen the Digital Single Market. The Citizens Omnibus should support greater cross-border access to audiovisual content and services, improve consumer choice, and ensure that consumers can benefit from the same opportunities online as they do in the physical Single Market.

Simplify cross-border enforcement of consumer law

The existing EU private international law framework should be adapted to the reality of cross-border mass harm situations, by including rules to identify the competent jurisdiction. This should preferably be the court of the domicile of the represented consumers.

Simplify cross-border EV charging

The Citizens Omnibus should improve the consumer experience for public charging of electric vehicles by allowing for greater price transparency, easy payment methods and mandatory roaming possibilities. Credit and debit cards are a trusted means of payment when crossing borders and should therefore be widespread on all charging stations. 

Harmonise passenger reduced rates categories across the EU

The Commission should harmonise passenger categories benefitting from reduced rates via a new legislative initiative. Such initiative would make cross-border rail travel more attractive to consumers, while contributing to the EU’s climate objectives.