You are here:
We are dealing with a breach of collective consumer interests when the detrimental effects of an unlawful practice employed by an enterprise affect an unlimited number of people – which means that potentially anybody can be harmed. Therefore, collective consumer interests will not be violated for instance if a consumer receives an incorrect phone bill or is offered a contract containing unclearly formulated clauses - these are individual matters. We are, nevertheless, dealing with a breach of collective consumer interests when a specific customer service system is organised in a way which in practice makes it impossible to file any complaints about the contested bill or when an enterprise includes prohibited clauses in its standard contracts with all the consumers.
Consumers who want to file a complaint about a presumed violation of collective consumer interests, which may consequently constitute the basis for initiation of administrative proceedings, should address the OCCP in writing. Pursuant to Article 63(2) of the Code of Administrative Procedure, all complaints and requests to the Office of Competition and Consumer Protection must contain detailed contact data of the sender. Anonymous requests will not be considered.