On 21 November 2016, Luxembourg Secretary of State for the Economy, Francine Closener, presented the National Service of the Consumer Ombudsman at a press conference.
Earlier this week, Minster Francine Closener presented the National Service of the Consumer Ombudsman which, from now on, deals with all regulation queries regarding disputes related to consumption and transmits them to a specialist body. In the case that such a body does not exist in a specific area, this new service will take responsibility of the query itself.
All consumers, whether they reside in Luxembourg or not, who have been confronted with a dispute with an established professional in Luxembourg, can have the issue addressed at the National Service of the Consumer Ombudsman. Likewise, any established professional in Luxembourg who has encountered problems with a consumer living in the Grand Duchy can go to this new service which is directed by Claude Fellens.
The Consumer Ombudsman treats the case himself in any situation where there is no specialist service to deal with it.
The service is free and can last up to a maximum of 90 days. All information and documents received during the study of the case are treated confidentially and cannot be used afterwards in a judicial procedure.
Before any case can be brought to the National Service of the Consumer Ombudsman, the demander should try to contact the other party involved to directly discuss possible solutions to the problem. In the case that the dispute has already been looked at by another regulatory body or in court, the Consumption Ombudsman is obliged to refuse the file.
Photo by MECO. From left to right: Claude Fellens, Consumer Ombudsman; Francine Closener, Secretary of State for the Economy
