In collaboration with the European Commission

Consumer Dialogue 2022

Consumer protection concerns us all.

New consumer agenda

Consumer confidence in the single market is essential.

European consumer policy must continue to offer both consumers and businesses a high level of legal certainty, for example in the field of passenger rights, unfair commercial practices or unfair terms.

The rapid changes in consumption patterns, the digitization of procedures and the Covid-19 pandemic have accelerated the need for regulatory changes.

With the New consumer agenda, the European Commission presented in 2020 its priorities and actions for the next five years, including in particular the digital transformation and the green transition of the European Union.

Carrying out all these activities – at European and national level – requires close collaboration between all stakeholders, with consumers in the sights.

As in previous years, the Commission is organizing a “Consumer Dialogue” in each Member State to support the implementation of the new agenda.

In Luxembourg, this exchange will take place on April 27.

Consumer concerns

Between mid-February and mid-March 2022, the MPC launched a survey to better understand consumer concerns.

More than 2,500 people took the opportunity to share their thoughts.

These reflections were deepened in several discussion groups that took place during the month of March.

The conclusions were presented on April 27 and served as a basis for developing solutions during the co-creation workshop organized for this purpose.

Giving consumers a voice - Design thinking workshop

During this day, the floor was given to consumers and other interested parties.

In order to offer them the maximum opportunity to get involved and express their ideas, a design-thinking workshop was organized, a way of thinking and innovating based mainly on user feedback.

Design thinking is a user-centred and innovation-oriented method or approach.

Whatever the field of application, empathy, creativity, co-creation, iteration and the right to make mistakes are at the heart of this innovation methodology.

The objective is to use design tools to manage innovative projects and solve problems, past or future, which makes it possible to develop innovative products and services for users, collaborators, consumers or beneficiaries.

The method lends itself very well to bringing together people working in completely different professions, from different backgrounds and cultures, who do not have the same expertise.

The presentation of the results took place at the end of the day in the presence of the Minister for Consumer Protection, representatives of the Commission as well as national and European experts.

In view of the health situation, the entire day was designed in such a way that it could take place face-to-face or in a digital or even hybrid way.

Given the innovative approach, participants in the day were issued with a certificate of attendance, which can serve as a training certificate.

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    De g à dr : Mathis Godefroid, président Jugendrot ; Paulette Lenert, ministre de la Protection des consommateurs
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    Bob Schmitz, juriste ULC
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    De g à dr : Bob Schmitz, juriste ULC ; Michaël Sibilia, juriste Chambre de Commerce ; Mathis Godefroid, président Jugendrot ; Paulette Lenert, ministre de la Protection des consommateurs ; Karin Basenach, directrice CEC Luxembourg ; à l’écran : Nils Behrndt, directeur DG Justice
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    Karin Basenach, directrice CEC Luxembourg
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