Consumers: a tool to report abusive practices

SignalConso is a free public service of the Directorate General for Consumer Affairs, Competition and Fraud Control (DGCCRF).

Consumers can report problems encountered with companies on the online reporting platform, available in french and in english.

In a few clicks, you can report a problem encountered during a purchase or a contract.

SignalConso, for what?

The objectives of SignalConso are:

• provide a space for dialog between the consumer and the trader;
• allow the professional to find an amicable solution;
• support consumers in their efforts: clarify their rights and refer them to the appropriate contact person (ResponseConso, DGCCRF call and mail center, consumer association, consumer ombudsman, justice, etc.);
• enable the DGCCRF to identify recurring reports and thus better target its controls.

For the professional, it is a space to directly manage a problem with dissatisfied customers and limit negative reviews on the internet.

The SignalConso mobile app

SignalConso is also available on smartphone with a free mobile app, available on the App Store and Play Store, which allows more responsiveness in the steps. It offers user paths adapted to mobile. It meets accessibility standards for visually impaired people.

Moreover, ConsoReminder, the hazardous products alert site, has joined the app SignalConso. Product reminders are accessible from your app by selecting the « Reminders » tab at the bottom right of your screen.

How does it work on the site and on the app?

Have you encountered a problem with a professional, a business, a store or on the internet?

Here is the approach:

1. Indicate the problem encountered among the proposed themes : purchase in store or on the internet, abusive canvassing, sponsored influencer (no mention of the sponsored partnership paid by a brand, risky financial products, etc.), energy renovation scam, planned obsolescence, fake administrative letters, fake pot, scams after fires, telephone canvassing, air conditioning -> seller reliability, tourism and online traps, animals.

2. A series of questions allows you to answer your problem more precisely. You can optionally add attachments. You have the choice to remain anonymous or not vis-à-vis the professional (if you have decided to transmit your details, the merchant can answer you directly).

3. Specify if you wish to:

• solve your personal problem with the company;
• report a problem with a professional so that it improves;
• inform you of your rights in the event of a dispute (in this case, a DGCCRF advisor will contact you again).

4. Identify the company and fill in your details to be kept informed.

5. Your request is registered. The DGCCRF will inform you of the status of your application:

• you receive a notification from the DGCCRF that you have filed a report;
• it then informs you when the professional has become aware of your report;
• if the government is slow to respond, it will revive it.

The report is recorded in the DGCCRF database (even if it is not a formal referral). In the event of too many reports or if the problem is considered serious by the investigators, fraud enforcement may intervene or monitor the professional concerned more closely.