consumer rights in romania third...

Flash Eurobarometer 333

CONSUMER RIGHTS IN ROMANIA THIRD WAVE

REPORT

Fieldwork: May – June 2013

Publication: June 2014

This survey has been requested by the European Commission, Directorate-General for Health and

Consumers and co-ordinated by Directorate-General for Communication.

This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.

Flash Eurobarometer 333 - TNS Political & Social

Flash Eurobarometer 333

Consumer Rights in Romania

Third Wave

Conducted by TNS Political & Social at the request of the European Commission, Directorate-General for Health and

Consumers (DG SANCO)

Survey co-ordinated by the European Commission, Directorate-General for Communication

(DG COMM “Research and Speechwriting” Unit)

FLASH EUROBAROMETER 333 “Consumer Rights in Romania – Third wave”

1

TABLE OF CONTENTS

INTRODUCTION .................................................................................................. 2

EXECUTIVE SUMMARY ........................................................................................ 4

I. AWARENESS OF INFORMATION CAMPAIGN ABOUT CONSUMER RIGHTS IN

ROMANIA IN THE PAST TWO MONTHS ................................................................ 7

1. Information about consumer rights seen/heard in the past two

months…………………………………………………………………… ...................... ….….10

2. Information about consumer rights seen/heard in the past two months

regarding different types of services and products ....................................... 16

3. Main channels for receiving information about the consumer rights

campaign ....................................................................................................... 18

II. CHARACTERISTICS OF INFORMATION ABOUT CONSUMER RIGHTS

RECEIVED IN THE PAST TWO MONTHS ............................................................. 20

1. Usefulness of the information ................................................................. 20

2. Quality of the information about different types of products and services

…………………………………………………………………… ................... ……………..22

III. AWARENESS AND TRUST IN CONSUMER ORGANISATIONS AND

INSTITUTIONS ................................................................................................. 30

1. Awareness of institutions/organisations dealing with consumers’ rights

……………… .............................................................................................. 30

2. Institutions/organisations asked for help in case of consumer related

problems ....................................................................................................... 35

3. Trusted sources of information about consumers’ rights ......................... 39

IV. PERCEIVED RESPECT OF CONSUMER RIGHTS IN ROMANIA ..................... 42

CONCLUSIONS .................................................................................................. 47

ANNEXES

Technical specifications

Questionnaire

Tables


2

INTRODUCTION

This report presents the results of the third wave of a survey related to an information

campaign on consumer rights in Romania. The first wave was carried out in October

2011 to benchmark citizens’ awareness of consumer rights and consumer organisations

and institutions in Romania1 before the campaign was launched. The second wave carried

out in October 2012 focused, in addition, on the impact of the first months of the

consumer information campaign “It is your right! Take action!"2 launched on the 5th of

June 2012. This third wave is in its content identical to the second survey and presents

the measurement of the impact of the campaign about one month before its completion.

The consumer campaign in Romania had three global objectives:

to improve general awareness of consumer rights and knowledge of some specific

consumer rights deriving from EU legislation;

to stimulate consumers to seek information and advice from the campaign

website, the European Consumer Centre (ECC), consumer association(s) and

competent authorities in asserting these rights;

to give higher visibility to the ECC and independent and representative national

consumer association(s) with a view to increasing their membership.

The campaign aimed at informing Romanian citizens about their consumer rights, both at

home and in other EU countries. The campaign was addressed to all Romanian citizens,

with a special focus on people aged between 21 and 45 years with at least average level

of education, and in particular people aged between 21 and 35 years with higher

education.

The three main campaign subjects used in advertising were product guarantees,

shopping online and package travel. Campaign activities included TV campaign, outdoor

and indoor TV screens, print and online advertising, campaign official website3, social

media, radio, press, a programme of round tables with the business community and

public events in airports, shopping centres, supermarkets and universities taking place

over the campaign period of 12 months.

TV advertising as planned for April/May had to be cancelled as of 22nd of April 2013 due

to the entry into force of new national legislation on TV advertising. As a substitute, a

smartphone application was developed, and launched on the 18th of June. As a result,

the campaign duration was extended until the 8th of July 2013. The survey measures not

the final impact of the campaign as intended, but the impact near its end, following a

period of reduced activity.

1 Flash Eurobarometer 333 ‘Consumer Rights in Romania’, December 2011. 2 EU launches Consumer rights campaign "It is your right! Take action!", Press Release 5 June 2012 http://ec.europa.eu/consumers/empowerment/docs/consumer_rights_romania_en.pdf 3 ww.consumatoreuropean.ro

http://ec.europa.eu/consumers/empowerment/docs/consumer_rights_romania_en.pdf

../AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/WANDFIVL/ww.consumatoreuropean.ro


3

This report analyses firstly the visibility of the campaign; whether consumers in main

Romanian cities recall it, how they evaluate the campaign messages and how consumers’

awareness of and trust in organisations dealing with consumer issues has evolved during

the campaign. In the conclusions we will summarise to which extent the global objectives

of the campaign have been achieved based on the results of the three waves of the

survey.

1000 randomly selected citizens in Romania aged 15+ were interviewed between the 27th

of May and 10th of June 2013 by telephone in cities with more than 100 000 inhabitants4.

**************

The Eurobarometer web site can be consulted at the following address:

http://ec.europa.eu/public_opinion/index_en.htm

We would like to take the opportunity to thank all the respondents who gave their time

to take part in this survey.

Without their active participation, this study would not have been possible.

Note

ABREVIATIONS

RO Romania

4 References such as ‘Romanians’, ‘Romanian citizens’, ‘respondents’, etc. have been used for these respondents throughout the report.

http://ec.europa.eu/public_opinion/index_en.htm


4

EXECUTIVE SUMMARY

Recalling the consumer information campaign

Half of the respondents in major cities aged above 15 years (51%) say they have

seen/heard messages about consumer rights over the past two months.

Awareness of such messages was slightly higher in October 2012 at 55%. These

results may reflect the reduced level of activity, notably on TV, during and just

before the period when the current survey took place.

More than six in ten of these respondents (62%) were able to spontaneously

recall the content of the message. This figure was higher in October 2012, at

76%. The proportion of respondents recalling the slogan of the campaign declined

from 45% in October 2012 to 25% in 2013. Although these results show a sharp

decline in the awareness, it is essential to mention that TV media was intensively

used in the seven weeks before the previous survey took place, while this was not

the case in 2013, when the TV campaign was cancelled due to new TV

advertisement legislation.

In addition, 44 % of the respondents who did not spontaneously recall seeing

messages about consumer rights in the past two months said they had

seen/heard advertisements/news articles saying that they should stand up for

their consumer rights when prompted. The proportion remained almost the same

as in 2012 (44% vs. 46%)

Overall, a significant majority of the respondents (72%) have seen messages

about consumer rights in general or messages about standing up for his/her

consumer rights in particular.

A relatively high proportion of respondents continues to remember hearing/seeing

advertisements, messages or information about consumer rights regarding the

main themes of the campaign: problems with hotels/holiday packages (39%, -1

percentage point), problems with buying on the Internet (38%, -2), problems

with delayed airplanes (29%, +1) and broken laptop/computer (26%, -5).

Television (84%, -4 percentage points) remains the main channel respondents

mentioned as the source of information about the consumer rights campaign.

Next follows the Internet (26%, +7) and radio (17%, -1). This shows the growth

of the campaign in the online medium over the past months.). This evolution is

especially important, given that the proportion of people in the core target

audience having internet access is significantly higher than at country level (91%

vs. 76%) and that a higher proportion uses the internet on mobile/smartphones

(40% vs. 33%).


5

Evaluation of the content, quality and usefulness of the campaign information

82% of respondents who had seen any type of message of consumer rights within

the past two months consider such information to be useful, with over a quarter

saying the information was very useful (28%). High appreciation of such

information remains unchanged in comparison to October 2012 when 83%

considered it to be useful.

The majority of Romanian respondents (at least 78% of them) continue to agree

that the information they have received about their rights as a consumer in

regard to broken laptop/computer, problems with hotels/holiday packages,

problems with delayed airplanes and problems with buying on the Internet was

easy to remember, easy to understand and convincing. The perceived quality of

the information received is even higher when looking at the results for people in

the core target audience, especially in the case of messages regarding problems

with buying on the internet.

Awareness of and trust in the ECC, consumer authorities and consumer

associations

As in October 2012, also in this present survey 55% of respondents in Romania

are able to spontaneously name at least one organisation dealing with consumer

issues. However, less people are able to do so when comparing to the 2011

results (65%).

The National Authority for Consumer Protection (Autoritatea Naţională pentru

Protecţia Consumatorilor) has become now the most known organisation dealing

with consumer issues (26%, +9 percentage points vs. 2012). When respondents

are prompted with a list of organisations, more than seven in ten people

recognise this institution (73%, +4 vs. 2012 and +3 vs. 2011).

The Consumer Protection Association (Asociația pentru Protecția Consumatorilor

(APC) is now less likely to be mentioned (-9 vs. 2012 and -13% vs. 2011). When

prompted, more than seven in ten people recognise this association (72%, -1 vs.

2012 and -3 vs. 2011).

The European Consumer Centre is known by 1% of the respondents, a decreasing

proportion compared to 2012 (-1), but still higher compared to 2011 when no

respondents mentioned spontaneously this organisation. When prompted, a

higher proportion of respondents mention the ECC (32%, no change vs. 2012 and

+8 vs. 2011).

A slightly higher proportion of the core target audience than of the total number

of respondents mention spontaneously the National Authority for Consumer

Protection (29% vs. 26%) and the ECC (2% vs. 1%).


6

In need of information or help, the largest segment of respondents (22%) would

turn to a non-governmental consumer association, followed by the Government,

Ministry or Public Authority (14%), the seller/provider of the service/good (14%),

and the Internet (13%). There are no significant changes in the results in

comparison to the October 2012 survey. Prior to the campaign, respondents were

most likely to say they would turn to the shopkeepers sellers or service providers

(34%).

Slightly more respondents now report that they have contacted an organisation

dealing with consumer issues for help than in October 2012 (16%, +3).

Finally, the results show that non-governmental consumer associations enjoy also

the highest levels of trust among consumers in Romania (32%), as well as being

the places to which consumers would turn in case of a problem (22%).

Perceived respect of consumer rights in Romania

Although a majority of respondents continue to think various sellers and services

providers do respect consumer rights and consumer protection rules, the number

of those who think they do not, remains significant, for instance: three in ten

respondents (30%, +1) think banks or other credit providers do not respect

consumer protection rules and rights, making them the first most untrusted

businesses, in accordance to the results of 2012 and 2011.

In summary, since this survey was first carried out the situation regarding lack of

trust remained relatively unchanged for some of the businesses addressed, but

showed positive evolutions for others, like travel agencies/tour operators and

shops selling household or electronic devices.

The core target audience tend to trust to a greater extent than the total

respondents most of the providers, and especially the following: tour

operators/travel agencies: 75% vs. 62%); airlines or charter flight companies

(86% vs. 64%); internet providers/teleshopping companies (66% vs. 59%).

Three respondents in five (62%) continue to think that the Romanian justice

system is not efficient in punishing businesses that treat consumers unfairly (+2).

Only 28% believe that the justice system efficiently punishes businesses. No

significant change can be observed in comparison to the October 2012 survey.

There is however a slight improvement in comparison to October 2011, when

69% of respondents had a negative view (-7).


7

I. AWARENESS OF INFORMATION CAMPAIGN ABOUT CONSUMER RIGHTS IN

ROMANIA IN THE PAST TWO MONTHS

In this first chapter, we will examine to what extent the messages regarding consumer

rights in general and messages linked to the information campaign in particular have

reached Romanian respondents in the past two months prior to the survey. We will also

see to what extent consumers’ awareness has evolved in comparison to the previous

waves of the survey, which took place in October 2012 and in October 2011.

The online behaviour of respondents in Romanian cities has been taken into

consideration in analysing responses throughout the survey waves, because the Internet

is one of the channels the campaign used to reach the public (i.e. online advertising, the

campaign website, social media networks and smartphone applications).

The level of Internet usage remained virtually unchanged throughout the three waves of

the survey: three-quarters (76%) of respondents now say they use the Internet while

the figure was 74% in October 2011. Also the usage patterns have stayed relatively

unchanged as nearly all Internet users connect at home (72%, -1 percentage point).

There is one notable change in the Internet usage pattern over the surveying period.

Respondents are now considerably more likely to access Internet by their mobile phone

or smart phone. The figure has increased from 24% in October 2011, to 26% in October

2012 and to 33% in this final wave of the survey. This shift in the results confirms that

the substitution of the TV advertising planned for the last two months by a smartphone

application was an appropriate choice.

(MULTIPLE ANSWERS POSSIBLE)

Base: Total number of respondents


8

Great differences continue to prevail in the Internet use between various socio-

demographic groups of respondents.

The groups of respondents most likely to use the Internet are males (80%), those aged

15-39 years (93%-99%), respondents with the highest level of education (84%),

employees (89%) and self-employed respondents (92%).

Those groups of respondents that say they do not use Internet include notably 56% (-6)

of those aged 55+ and 65% (-14) of those who finished their full-time education at 15

years or earlier. However, in both these latter groups the development has been positive

in comparison to the previous wave of the survey, i.e. respondents in these groups are

more likely to access the Internet than before.

Finally, it should be noted that throughout the survey it has been observed that virtually

all young respondents and students use the Internet in Romania and 4 respondents in 5

in these groups also access internet via their personal phone. The Internet is therefore

the most efficient channel to reach the young generation in Romania.

As mentioned in the introduction, the information campaign had as a specific core target

audience. This was represented by people aged between 21 and 35 years with higher

education, defined as primary target audience and people aged between 21 and 45 years

with at least average level of education, defined as secondary target audience.

It is therefore important to highlight throughout the report any relevant and significant

differences between the results obtained for these groups of people in comparison to the

results obtained for the total sample of the survey, which included all age groups above

the age of 15.5

The proportion of people in the core target audience having internet access is

significantly higher than at country level: more than nine in ten respondents (91% vs.

76%). Also, a higher proportion uses the internet at work (46% vs. 31%), at home

(86% vs. 72%) and more importantly, on mobile/smartphones (40% vs. 33%).

5 Given the relatively low sample size of these two groups (N=153 and N=213 respondents respectively), the

analysis has been done on the core target as a single group: respondents aged between 21 and 45 years with education finished at the age of 16 years or older (N=366). The results presented for the core target audience should be therefore considered as indicative due to resulting low sample size.


9




10

1. INFORMATION ABOUT CONSUMER RIGHTS SEEN/HEARD IN THE PAST

TWO MONTHS

In the period of end of May - beginning of June 2013, half of the respondents

(inhabitants of major cities over the age of 15) (51%) say they have seen/heard

messages about consumer rights over the past two months. Awareness of such

messages was slightly higher in October 2012 at 55%. In this context it is useful to

remind the fact that the survey of October 2012 happened just after seven weeks of

intensive television campaign, while at the time of the present survey the TV campaign

was no longer taking place. This may explain the reduced level of awareness, especially

given that television represents an important channel of information in Romania.


The socio-demographic analysis shows the following characteristics influencing

respondents’ awareness in this respect:

Gender: Females (54%) are more likely than males (48%) to say they have

come across such messages.

Age: Young respondents aged 15-24 years (40%) show lower levels of recall than

their older counterparts aged 25 years or more (51%-54%).

Education: Well educated respondents (59%) are considerably more likely to

indicate they have seen/heard messages than respondents who left full-time

education at 15 years or before (36%).


11

Occupation: Self-employed respondents (65%) are the most likely of all groups

to indicate they have heard about consumer rights.

Place of living: Respondents living in Bucharest (59%) are also more likely to

say they have seen/heard messages than those living in other big cities in

Romania (48%).

Internet use: Internet users (53%-72%) recall better seeing/hearing messages

than non-users (44%).



12

Next, those respondents who indicated they had seen/heard messages about consumer

rights in the last two months were asked to tell what the content of the messages was

about.

In the period of end May – beginning of June 2013, 62% of respondents were able to

spontaneously recall the topic of the message. This figure was higher in the previous

wave of the survey in October 2012 at 76%, implying a decrease in the awareness.

However, such development can be also attributed to the different phases of the

campaign during which the two waves of the survey took place. In October 2012, the

campaign had been on-going for approximately 5 months and a number of

advertisements were intensively aired on television seven weeks prior to the survey. In

the period of end May – beginning June 2013 the campaign was no longer using TV as

media channel. As we will see in the sub-chapter that follows, television is considered to

be the main channel for information regarding consumer rights in Romania and thus the

impact of television advertising is indisputable.

This contextual factor may also explain the decline in the proportion of respondents

recalling the slogan of the campaign, from 45% in October 2012 to 25% in 2013. These

results suggest that the campaign’s visibility on television in Romania has had a great

influence on respondents’ awareness.

(DO NOT READ OUT)


Base: 51% from the total number of respondents

(Those who said ‘Yes’ in Q1A, N= 510)


13

The other messages listed in the graph below were recalled by less than one in 10

respondents. The results have remained mainly stable compared to October 2012, with

only two exceptions: “Being European consumer” (4%, -4) and “Broken

laptop/computer” (2%; -5).

The socio-demographic analysis reveals that respondent groups that are the most

likely to recall the campaign slogan include males (30%), those aged 40-54 years (31%),

respondents who finished their full-time education at the age of 20 years or later (30%)

and employed respondents (31%). Furthermore, Internet users (20%-30%) are more

likely to remember seeing the slogan than non-users (12%). In all these groups a strong

decrease in the levels of recognition is observed in comparison to October 2012.

(DO NOT READ OUT)



(Those who said ‘Yes’ in Q1A, N= 510)


14

Next, respondents who did not spontaneously recall seeing messages about consumer

rights in the past two months were prompted if they had seen/heard

advertisements/news articles saying that they should stand up for their consumer rights

in particular.

44% of these respondents indicated that they had come across such

advertisements/news articles. There is no significant difference between the results of

May-June 2013 and October 2012 (46%).


(Those who said ‘No’ in Q1A, N= 470)

The socio-demographic analysis shows that the following groups of respondents are

the most likely to say that they have come across advertisements/news articles saying

that they should stand up for their consumer rights:

Respondents aged 40 years or more (51%-54%) in comparison to younger

respondents (28%-38%).

Self-employed respondents (54%) in comparison to other occupational groups

(42%-46%).

Respondents who are not using the Internet (47%) in comparison to Internet

users (21%-43%).


15


(Those who said ‘No’ in Q1A, N= 470)

By combining the results obtained at questions Q1A and Q1C, we can look at the

proportion of people who report having seen/heard messages/news articles during the

previous two months, which are either focusing on consumer rights in general or are

mentioning that one should stand up for his/her consumer rights in particular.

The results therefore show that a significant majority of the respondents (72%) recall

such messages.


16

2. INFORMATION ABOUT CONSUMER RIGHTS SEEN/HEARD IN THE PAST

TWO MONTHS REGARDING DIFFERENT TYPES OF SERVICES AND

PRODUCTS

All respondents were asked if they recall the specific topics of the Romanian consumer

campaign. Two respondents in five (39%) remember seeing/hearing advertisements,

messages or information about problems with hotels/holiday packages or problems when

buying on the Internet (38%). 29% say they have seen/heard messages about consumer

rights regarding problems with delayed airplanes.

The only notable change regarding the level of recall in comparison to October 2012

concerns broken laptops/computers: 26% now say they have seen messages regarding

such topic while the level of recall was 31% in October 2012.


There seems to be no major differences between socio-demographic groups of

respondents in recalling different types of messages/advertisements. However:

Self-employed respondents are generally more likely to recall each topic in

comparison to other occupational groups. This is also the case for well-educated

respondents in comparison to those who left full-time education at 15 years or

earlier.

Males are more likely than females to remember messages about broken

laptop/computers (29% vs. 23%).


17

Young respondents aged 15-24 years are slightly more likely to recall messages

regarding problems with buying on the Internet (42%) than their older

counterparts (35%-41%).

Respondents who have Internet connection at home are more likely than those

with no connection to recall messages regarding all topics with the exception of

delayed airplanes: 28% of respondents who have Internet access at home recall

seeing/hearing messages about problems with delayed airplanes in the past two

months while this figure is 34% for those who do not have Internet connection at

home.



18

3. MAIN CHANNELS FOR RECEIVING INFORMATION ABOUT THE CONSUMER

RIGHTS CAMPAIGN

In order to see which channels used in the information campaign reached Romanian

respondents the best, those who recalled seeing/hearing particular messages,

advertisements or news items during two months prior to the interview were asked

where they saw/heard the message(s).

Television has been throughout the survey by far the main source of information

mentioned by respondents. 84% indicate they have heard messages about consumer

rights on TV in the two months prior to 27 May- 10 June 2013, while the figure was 88%

in October 2012. As previously mentioned, the TV campaign did not take place during the

seven weeks prior to the survey, which may explain the slight decrease in results.

Regarding other sources of information, the Internet has become a more important

channel in the course of the campaign: 26% of the respondents in end May – beginning

June versus only 19% of respondents in October 2012 said they had seen/heard these

messages online. This shows the growth of the campaign in the online medium over the

past months.



(Those who said ‘Yes’ in Q1A or Q1C or Q1D, N= 829)


19

When looking at the socio-demographic variables, the following can be observed.

Television continues to be the most common source of information for all respondents

groups, particularly for the older generation aged 55+ years (92%). This age group is

also more likely than the average to listen to the radio (23%).

The Internet is the mean to access information for the young generation (51%) and

students (57%).

Radio (22%) and newspapers (20%) are more likely to reach respondents who do not

have Internet connection at home than those who use the Internet at home (15% and

14% respectively).





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II. CHARACTERISTICS OF INFORMATION ABOUT CONSUMER RIGHTS

RECEIVED IN THE PAST TWO MONTHS

In this second chapter, we will examine the consumer perception of the content of the

information campaign, namely the usefulness of such information and the quality of the

content of messages.

1. USEFULNESS OF THE INFORMATION

Those respondents who indicated they had seen any type of message linked to consumer

rights in the past two months were asked to evaluate the usefulness of such information.

82% of respondents who had seen messages about consumer rights within the past two

months considered the information to be useful, with over a quarter saying that it was

very useful (28%). Only 15% think that such information was not useful.

High appreciation of such information remains unchanged in comparison to October 2012

when 83% considered it to be useful.




21

All socio-demographic groups consider the information about consumer rights as

highly useful and there are no significant differences between the groups. However,

manual workers (94%) are the most likely of all to think such information is useful whilst

the lowest proportions are observed amongst young respondents (78%), students (75%)

and respondents living in Bucharest (76%).




22

2. QUALITY OF THE INFORMATION ABOUT DIFFERENT TYPES OF PRODUCTS

AND SERVICES

Respondents evaluate very positively the consumer information they have seen/heard in

the past two months regarding their rights in case of a broken computer/laptop.

Nearly nine respondents in 10 agree that the information was convincing (88%), easy to

understand (87%) and easy to remember (87%).

There are no major changes in respondents’ assessments in comparison to the October

2012 survey.


(Those who said ‘Yes’ in Q1D.1, N=257)

An overwhelming majority in each socio-demographic group of respondents agree

that the consumer information they have seen in the past two months regarding a

broken laptop/computer is easy to remember, understandable and convincing. Some

minor differences can be observed between the groups:

Not surprisingly, Internet users are more likely to agree with each statement than

those who do not use the Internet.

Respondents aged 55+ years and those who finished their full-time education at

15 years or earlier are significantly less likely to agree with each statement than

their younger and more educated counterparts. This implies general distrust in

such information among respondents in these groups.

A higher proportion of the core target audience than of the total number of respondents

say that messages regarding broken laptop/computers are easy to understand (93% vs.

87%), easy to remember (93% vs. 87%) and convincing (93% vs. 88%).


23




24

Again, nearly 90% of respondents agree that the information regarding hotels/holiday

packages is easy to understand (89%) and easy to remember (87%). Slightly fewer

respondents agree that such information is convincing (82%).

Slightly fewer respondents now consider information regarding hotels/holiday packages

to be easy to remember (-5 percentage points) or convincing (-6) than in October 2012.



The following patterns emerge between socio-demographic groups for problems with

hotels/holiday packages:

Young respondents, students and self-employed respondents tend to generally

have more positive evaluations regarding information of problems with hotels and

holiday packages on all three criteria.

At the same time, respondents who finished their full-time education at 15 years

or before show significantly less positive views regarding such information than

their counterparts.


say that messages regarding problems with hotels/holiday packages are convincing (90%

vs. 82%).


25




26

On average, four respondents in five agree that the information they had come across

about delayed airplanes was easy to understand (82%), convincing (81%) and easy to

remember (80%). A slight decline in the levels of agreement can be observed regarding

this latter statement in comparison to October 2012 (-6 percentage points).



The following patterns emerge in a socio-demographic analysis for problems with

delayed airplanes:

Respondents aged 15-24 years are more likely to agree with each statement than

older respondents, particularly about the information being easy to remember

(100%) and convincing (100%). Also, students show highly positive evaluations

in this respect.

When it comes to negative evaluations, respondents aged 25-39 years (17%) and

manual workers (20%) are more likely to disagree with the messages being easy

to remember than the average respondent (11%). Elsewhere, self-employed

respondents are the most likely to disagree that the information is convincing

(21% vs. 10% on average).

Internet users are more likely to agree on each characteristic than those who do

not use the Internet.


say that messages regarding problems with delayed airplanes are easy to understand

(88% vs. 82%), easy to remember (86% vs. 80%) and convincing (88% vs. 81%).


27




28

Finally, around four respondents in five agree that the information they had seen/heard

about problems with buying on the Internet was easy to remember (83%, -3 percentage

points), convincing (81%, -3) and easy to understand (78%, -5). A slight decline in the

level of agreement can be observed for each statement.



The following patterns emerge between socio-demographic groups for problems with

buying on the Internet:

Respondents aged 15-24 years are more likely than their older counterparts to

agree on each statement.

Self-employed and employed respondents are more likely to agree that the

information is easy to understand and easy to remember than respondents

representing other occupation groups.

Respondents aged 55+ years (20%) and manual workers (23%) show high levels

of disagreement when it comes to the easiness of understanding the information

(vs. 15% as the average).

Respondents who finished their full-time education at 15 years or before (17%)

and manual workers (18%) are more likely to disagree that such information is

easy to remember than the average respondent (11%).


say that messages regarding problems with buying on the internet are easy to

understand (87% vs. 78%), easy to remember (91% vs. 83%) and convincing (87% vs.

81%).


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III. AWARENESS AND TRUST IN CONSUMER ORGANISATIONS AND

INSTITUTIONS

The campaign also had the objective to promote the national consumer associations, the

European Consumer Centre and the National Authority for Consumer Protection

(Autoritatea Naţională pentru Protecţia Consumatorilor - ANPC) as sources of consumer

information and advice, and to increase their visibility.

In order to examine awareness of these organisations and institutions in Romania, the

respondents were first invited to spontaneously name the organisations they know and

then prompted to select from a list of answers.

1. AWARENESS OF INSTITUTIONS/ORGANISATIONS DEALING WITH

CONSUMERS’ RIGHTS

Respondents were firstly asked which institutions and organisations dealing with the

protection of consumers’ rights they know and could name spontaneously.

Awareness of organisations dealing with consumer issues has remained unchanged. As in

October 2012, also in this present survey 55% of respondents in Romania are able to

spontaneously name at least one such organisation. However, less people are able to do

so when comparing to the 2011 results (65%).

The ‘Autoritatea Naţională pentru Protecţia Consumatorilor’ (26%) and the ‘Asociația

pentru Protecția Consumatorilor (APC)’ (16%) continue to be the most known

organisations dealing with consumer issues in Romania. However, interesting

developments in the levels of recognition can be observed since October 2012 and

October 2011. While the APC is now less likely to be mentioned (-9 percentage points vs.

2012 and -13% vs. 2011), considerably more respondents now spontaneously indicate

the ‘Autoritatea Naţională pentru Protecţia Consumatorilor’ (+9), reaching again a similar

result to the 2011 survey (29%).

These results show that near the end of the campaign Romanians are more likely to

know or be aware of the national competent authority, ANPC, than the consumer

associations. This probably reflects a low(er) level of activity of the consumer

associations.

The European Consumer Centre (Centrul European al Consumatorilor) is known by 1% of

the respondents, a decreasing proportion compared to 2012 (2%), but still higher

compared to 2011 when no respondents mentioned spontaneously this organisation.


31

(DO NOT READ OUT)



When looking at the socio-demographic results the following can be observed:

Socio-demographic groups that are the most likely to spontaneously mention at

least one organisation include males (60%), respondents who finished their full-

time education at the age of 20 years or later (60%), employed respondents

(59%) and Internet users (59%-66%).

In turn, the lowest levels of spontaneous awareness are observed among

respondents who finished their full-time education at 15 years or before (27%),

manual workers (41%) and those who do not have access to Internet (40%).

Internet users are particularly more likely to be aware of the ‘Autoritatea

Naţională pentru Protecţia Consumatorilor’ (19%-36%) than non-users (18%).

A slightly higher proportion of the core target audience than of the total number of

respondents know the National Authority for Consumer Protection (Autoritatea Națională

pentru Protecția Consumatorilor) (29% vs. 26%) and the ECC (2% vs. 1%)


32

(DO NOT READ OUT)




33

After measuring the spontaneous awareness respondents were then prompted with a list

of organisations dealing with consumer issues.

The two most likely to be spontaneously named are also the most familiar to respondents

when prompted by the interviewer: the ‘Autoritatea Naţională pentru Protecţia

Consumatorilor’ (73%) and the ‘Asociația pentru Protecția Consumatorilor’ (72%).

Considerably fewer respondents are aware of the three other organisations, with a third

recognising the ’Asociaţia Naţională pentru Protecţia Consumatorilor şi Promovarea

Programelor şi Strategiilor’ (32%) and the ‘Centrul European al Consumatorilor’ (32%).

When comparing the results of this present survey to those obtained in October 2012

and 2011, we notice that a higher share of consumers recognises the official consumer

protection authority and the ECC. Respondents are now more likely to say they have

heard of the ‘Autoritatea Naţională pentru Protecţia Consumatorilor’ (+4 percentage

points vs. 2012 and +3 vs. 2011) and the ECC (no change vs. 2012 and +8 vs. 2011)

Base: at least 74% from the total number of respondents

(The organisations/associations not mentioned in Q5)


34

Prompting the names of organisations resulted in higher levels of recognition across all

socio-demographic groups. As in the two previous waves, prompting the names

appears to be most helpful to young respondents, to those who finished their full-time

education at 15 years or earlier and to the respondents who do not have Internet access

at home.

Base: at least 74% from the total number of respondents

(The organisations/associations not mentioned in Q5)


35

2. INSTITUTIONS/ORGANISATIONS ASKED FOR HELP IN CASE OF

CONSUMER RELATED PROBLEMS

Respondents were then asked to indicate where they would go for information or ask for

advice in case of consumer related problems.

The largest segment (22%) would turn to a non-governmental consumer association,

followed by the Government, Ministry or Public Authority (14%), the seller/provider of

the service/good (14%), and the Internet (13%). Very few respondents would turn to

the European Consumer Centre (1%), lawyers (1%), or the website

‘consumatoreuropean.ro’ (1%).

There are no significant changes in the results in comparison to the October 2012

survey. In this context it is useful to recall the results of the first wave of the survey in

October 2011. At that time, prior to the campaign respondents were most likely to say

they would turn to the shopkeepers sellers or service providers (34%).

In summary, a clear shift can be observed toward Romanian consumers now

preferring consumer associations over sellers and service providers in case of a

problem.

*This item was not asked in 2011.

(DO NOT READ OUT)



36

An analysis of the socio-demographic groups reveals the following:

Respondents aged 55+ years (21%), those who finished their full-time education

at 15 years or before (28%) and respondents who do not have access to the

Internet (23%) are the most likely to answer ‘don’t know’ to the question and

thus represent a consumer group that appears less empowered than the average

Romanian consumer when it comes to finding information or help in case of a

problem.

In every group, the largest segment of respondents says that they would turn to

consumer association in case of a problem. This is particularly the case for manual

workers (32%).

The Internet is favoured by those aged 15-24 years (25%) and by students

(27%).

(DO NOT READ OUT)



37

After measuring the level of recognition of consumer protection organisations and

institutions, the survey asked respondents whether they had ever approached any of

them for information or help.

16% of respondents report having actively sought help from one of the organisations

dealing with consumers’ rights. Slightly more respondents now report that they have

done so compared to October 2012 (+3 percentage points). No significant changes in

opinion are seen with regards to the results of October 2011.


(The organisations/associations chosen in Q5 or Q6, N= 962)

A number of socio-demographic characteristics appear to be linked to whether or not

respondents have asked for help:

Self-employed respondents (21%) and respondents with the highest level of

education (20%) are the most likely to say that they have approached one of

these organisations.

Young respondents (10%), students (5%) and respondents who have no Internet

access (10%) are the least likely to have contacted such organisations.


38


(The organisations/associations chosen in Q5 or Q6, N= 962)


39

3. TRUSTED SOURCES OF INFORMATION ABOUT CONSUMERS’ RIGHTS

Finally, respondents were asked who they would trust to give them information and

advice on their consumer rights, firstly and secondly.

The results show that non-governmental consumer associations enjoy the highest levels

of trust among consumers in Romania (32%) as well as being the places to which

consumers would turn in case of a problem (22%). Next follows the Government,

Ministry and Public Authority (18%). Conversely, only 4% of respondents say they would

trust shopkeepers, sellers or service providers in the first place.

The levels of trust remain relatively unchanged compared to the October 2012 survey.

Respondents are now slightly less likely to trust consumer associations (-4 percentage

points) and more likely to have faith in the Government, Ministry or Public authority

(18%, +4 percentage points and +8 vs. results in October 2011).



40

The graphic below presents the combined first and second answers given in October

2012 and May-June 2013 regarding the institution that respondents in Romania would

trust. Just under half (48%) of respondents mention a non-governmental consumer

association and 39% cite lawyers. Next follows the Government, Ministry or Public

Authorities (34%). The lowest levels of trust are attached to shopkeepers, sellers or

service providers (9%).

The results remain relatively unchanged from the 2012 survey. However, an

improvement in overall trust can be observed for the Government, Ministry and Public

Authority (34%, +6 percentage points). In October 2011, 21% of respondents trusted

public authorities, suggesting that it is in this respect that consumers’ confidence has

improved the most.


When observing the socio-demographic characteristics some small differences

emerge when looking at the combined totals for the first and second answer:

In every socio-demographic group with the exception of the lowest education

group, respondents are the most likely to trust consumer associations. This is

particularly the case for students (58%) and employees (53%). 52% of

respondents who have Internet access at home trust consumer associations in

comparison to 37% of those respondents who do not have access.

Respondents who finished their full-time education at 15 years or before (30%)

and respondents who do not have access to the Internet (25%) are the most

likely to answer ‘don’t know’ when it comes to trust.

Respondents in the core target audience group would trust lawyers to a greater extent

than the total number of respondents (50% vs. 39%).


41



42

IV. PERCEIVED RESPECT OF CONSUMER RIGHTS IN ROMANIA

In this final chapter, we will discuss whether respondents in Romanian cities think

various sellers of goods and service providers respect consumer rights and protection

rules and whether they trust the Romanian justice system to punish businesses which do

not respect consumer rights.

A majority of respondents continue to think various sellers and services providers do

respect consumer rights and consumer protection rules: 77% (-1 percentage point)

consider telephone and/or mobile phone companies, 72% (-1) shops selling household or

electronic devices, and 72% (-1) supermarkets/hypermarkets to be providers that

respect consumer rights and protection rules. 64% (-3) of respondents think that airlines

or charter flight companies respect consumer rights.

Three in ten respondents 30% (+1) think banks or other credit providers do not respect

consumer protection rules and rights, making them the least trusted business sector, as

in 2012 and 2011.

A similar proportion 28% (+1) believe this is the case for internet providers/teleshopping

companies, placing them on second position in the ranking of most untrusted businesses

(the same as in 2012 and 2011).

Shops selling household or electronic devices (25%, +3 vs. 2012 and -12 vs. 2011) and

travel agencies/tour operators (22%, -4 vs. 2012 and -12 vs. 2011) have improved their

image with consumers since 2011. These were amongst the sectors targeted by the

campaign. The other sellers and service providers have not seen significant evolution

since the first wave.

Relatively high proportions (25%, +2) of respondents are unable to assess whether

airlines and charter companies respect consumer rights.

In summary, since this survey was first carried out the levels of trust consumers have

remained relatively unchanged for some of the businesses addressed, but showed

positive evolutions for others, like travel agencies/tour operators and shops selling

household or electronic devices.


43



44

A socio-demographic analysis reveals a number of socio-demographic patterns:

The youngest age group and in parallel students are more likely to trust all

sellers/providers than the older age groups.

Internet users are also more likely to trust all sellers/providers, with the exception

of telephone/mobile phone companies.

Finally, respondents who tend to trust that the Romanian justice system works in

terms of protecting consumers are also more likely to trust each of the

sellers/providers compared to those who do not have confidence in the justice

system.

The core target audience tend to trust to a greater extent than all respondents most of

the providers, and especially the following: tour operators/travel agencies: 75% vs.

62%); airlines or charter flight companies (86% vs. 64%); internet

providers/teleshopping companies (66% vs. 59%).



45

Three respondents in five (62%) continue to think that the Romanian justice system is

not efficient in punishing businesses that treat consumers unfairly. Only 28% believe that

the justice system efficiently punishes businesses.

No significant change can be observed in comparison to the October 2012 survey. There

is however a slight improvement in comparison to the October 2011 survey, when 69%

of respondents had a negative view (-7 percentage points).


There are some differences between socio-demographic groups:

Young respondents are the most likely to have confidence in the Romanian justice

system (39%).

Self-employed respondents (69%) and respondents living in Bucharest (66%) are

more likely to not trust the Romanian justice system.

The oldest age group has some difficulties with evaluating the situation as 18%

replies ‘don’t know’.


46



47

CONCLUSIONS

This report presents the findings of the impact measurement of the EU’s consumer

information campaign in Romania that was launched on the 5th of June 2012. The survey

was carried out in three waves amongst people living in Romanian cities of more than

100.000 inhabitants. This survey took place prior to, during and towards the end of the

campaign. Due to new TV advertisement legislation that entered into force in April 2013,

the TV advertising planned for April/May had to be cancelled and the campaign period

was extended until the 8th of July. A smartphone application was launched as a

substitute.

Looking at the penetration and recall of the specific campaign messages, it

appears the campaign has been successful. Almost half of the Romanians living in big

cities remember coming across messages about consumer rights and at least a quarter

recalls messages linked to the specific topics of the campaign. The overall awareness of

messages about consumer rights in general and about standing up for one’s consumer

rights in particular show that more than seven out of ten respondents recall such

messages.

Throughout the campaign a very large share of the audience has found information

linked to consumer rights useful. Furthermore, the content of the information has

been assessed in predominantly positive terms, as easy to understand, convincing and

easy to remember. The perceived quality of the information received is even higher

among the people in the core target audience, especially in the case of messages

regarding problems with buying on the internet.

Even if awareness of independent consumer associations has not greatly improved during

the campaign, respondents are now more likely to say they would turn to a non-

governmental consumer association in case they had a problem, instead of

seeking help directly from the sellers/providers. This implies that even if respondents do

not seem to be more aware of the names of such organisations, they may be better

informed about the mandate of consumer NGOs. Consumers are also most likely to trust

such organisations to protect their rights. It is useful to recall in this context that prior to

the campaign, respondents were most likely to say they would turn to the shopkeepers

sellers or service providers (34%).

Throughout the survey it appears that the campaign has best reached its core

target: people aged between 21 and 45 years with at least average level of education.

While great efforts are made to improve conditions for consumers, the majority of

Romanian consumers continue to distrust the justice systems to properly

maintain rules concerning their rights as consumers.

As demonstrated by the lower level of recall of the campaign slogan after a period of

inactivity on TV in 2013 comparing to 2012, when advertisements were intensively aired

on TV prior to when the survey took place, TV remains a key medium in Romania, but if

the effort is not sustained, the risk of 'oblivion’ clearly exists.


48

In conclusion, it can be said that the campaign has in many respects reached its

objectives to raise awareness of consumer rights and organisations dealing with

consumer issues: a high majority of respondents recall messages focusing on consumer

rights; more than a quarter remember those about the main themes of the campaign; a

very high proportion consider these messages useful, easy to understand, easy to

remember and convincing; more people than in previous years are familiar with the

National Authority for Consumer Protection and the ECC. Trust in the justice system and

perceived respect of consumer rights in the business sectors that were targeted in the

campaign has also slightly improved.

One objective that has not been achieved is to increase the recognition and visibility of

consumer associations Asociația pentru Protecția Consumatorilor’ and ’Asociaţia Naţională

pentru Protecţia Consumatorilor şi Promovarea Programelor şi Strategiilor’. They have

not been able to actively use the campaign to reach out to a wider audience, nor

succeeded to increase their visibility through their own activities.

ANNEXES

TECHNICAL SPECIFICATIONS


FLASH EUROBAROMETER 333

“Consumer Rights in Romania”

Third Wave

TECHNICAL SPECIFICATIONS

Between the 27th of May and the 10th of June 2013, TNS Political & Social, a consortium created between TNS

political & social, TNS UK and TNS opinion, carried out the survey FLASH EUROBAROMETER 333 about “Consumer

Rights in Romania”.

This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Health and Consumers.

It is a general public survey co-ordinated by the Directorate-General for Communication (“Research and

Speechwriting” Unit). The FLASH EUROBAROMETER 333 covers the population aged 15 years and over leaving in

cities with more than 100 000 inhabitants in Romania. The survey covers the national population as well as the

population of citizens of all the European Union Member States that are residents in Romania and have sufficient

command of the national language to answer the questionnaire. All interviews were carried using the TNS e-Call

center (our centralized CATI system). Respondents were called both on fixed lines and mobile phones. The basic

sample design applied in all states is multi-stage random (probability). In each household, the respondent was

drawn at random following the "last birthday rule".

TNS has developed its own RDD sample generation capabilities based on using contact telephone numbers from

responders to random probability or random location face to face surveys, such as Eurobarometer, as seed

numbers. The approach works because the seed number identifies a working block of telephone numbers and

reduces the volume of numbers generated that will be ineffective. The seed numbers are stratified by NUTS2

region and urbanisation to approximate a geographically representative sample. From each seed number the

required sample of numbers are generated by randomly replacing the last two digits. The sample is then screened

against business databases in order to exclude as many of these numbers as possible before going into field.

TS1


Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests

upon the sample size and upon the observed percentage. With samples of about 1,000 interviews, the real

percentages vary within the following confidence limits:

various sample sizes are in rows various observed results are in columns

5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

95% 90% 85% 80% 75% 70% 65% 60% 55% 50%

N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9 N=50

N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4 N=500

N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1 N=1000

N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5 N=1500

N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2 N=2000

N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8 N=3000

N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5 N=4000

N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4 N=5000

N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3 N=6000

N=7000 0,5 0,7 0,8 0,9 1,0 1,1 1,1 1,1 1,2 1,2 N=7000

N=7500 0,5 0,7 0,8 0,9 1,0 1,0 1,1 1,1 1,1 1,1 N=7500

N=8000 0,5 0,7 0,8 0,9 0,9 1,0 1,0 1,1 1,1 1,1 N=8000

N=9000 0,5 0,6 0,7 0,8 0,9 0,9 1,0 1,0 1,0 1,0 N=9000

N=10000 0,4 0,6 0,7 0,8 0,8 0,9 0,9 1,0 1,0 1,0 N=10000

N=11000 0,4 0,6 0,7 0,7 0,8 0,9 0,9 0,9 0,9 0,9 N=11000

N=12000 0,4 0,5 0,6 0,7 0,8 0,8 0,9 0,9 0,9 0,9 N=12000

N=13000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,9 0,9 N=13000

N=14000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,8 0,8 N=14000

N=15000 0,3 0,5 0,6 0,6 0,7 0,7 0,8 0,8 0,8 0,8 N=15000

5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

95% 90% 85% 80% 75% 70% 65% 60% 55% 50%

Statistical Margins due to the sampling process

(at the 95% level of confidence)

ABBR. COUNTRIES INSTITUTES N°

INTERVIEWS

FIELDWORK

DATES

POPULATION

15+

RO Romania TNS CSOP 1.000 27/05/2013 10/06/2013 18.246.731

TS2

QUESTIONNAIRE


Q1

1,

2,

3,

4,

5,

6,

7,

Q1A

1

2

3

Could you tell me if you use the Internet…

(READ OUT – MULTIPLE ANSWERS POSSIBLE)

At home

Consumer Rights in Romania

At work

At school / university

In Cyber-cafè

By mobile phone / smartphone

Other (DO NOT READ OUT)

No, I do not use Internet / No Internet access (DO NOT READ OUT)

FL363 Q1

Have you over the past two months seen/heard messages about consumer rights?

Yes

No

DK/NA

FL363 Q1A

Q1


Q1B

1,

2,

3,

4,

5,

6,

7,

8,

9,

Q1C

1

2

3

ASK Q1B IF ‘YES’ in Q1A, CODE 1 IN Q1A – OTHERS GO TO Q1C

Can you please tell me what this/these message(s) was/were about?

(DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)

The slogan “Eşti cetăţean european şi ai drepturi. E dreptul tău!

Acţionează! "

Broken laptop/computer

Package holidays/hotels

Buying on the Internet

People knowing their rights as consumer

Passenger rights /delayed plane

Being European consumer


DK/NA

FL363 Q1B

ASK Q1C IF ‘NO’ in Q1A, CODE 2 IN Q1A – OTHERS GO TO Q1D

Have you, over the past two months, seen/heard advertisements/news articles saying that

you should stand up for your consumer rights?

Yes

No

DK/NA

FL363 Q1C

Q2


Q1D

1

2

3

4

Q2

1,

2,

3,

4,

5,

6,

7,

8,

9,

10,

ASK ALL

Have you, over the past two months, seen/heard advertisements, messages or information

about consumer rights regarding …?

(READ OUT - ONE ANSWER ONLY)

Yes No DK/NA

Broken laptop/computer 1 2 3

Problems with hotels/holiday packages 1 2 3

Problems with delayed airplanes 1 2 3

Problems with buying on the Internet 1 2 3

FL363 Q1D

ASK Q2 and Q3A IF ‘YES’ IN Q1A OR Q1C OR Q1D (at least one ‘Yes’ in Q1D) - OTHERS

GO TO Q3B

Where have you ever seen/heard this/these message(s) about consumer rights?

(READ OUT – MULTIPLE ANSWERS POSSIBLE)

On TV

On radio

In a newspaper/magazine

In a brochure/leaflet

On the website / On the Internet

On the website consumatoreuropean.ro

On a social network (on the Internet)

From family, friends or colleagues


DK/NA

FL363 Q2

Q3


Q3A

1

2

3

4

5

Q3B

1

2

3

Would you say that the information you have received through these messages/this

information campaign was very useful, fairly useful, not very useful or not useful at all?

(ONE ANSWER ONLY)

Very useful

Fairly useful

Not very useful

Not useful at all

DK/NA

FL363 Q3A

ASK Q3B IF ‘YES’ IN Q1D.1 (Broken laptop/computer) - OTHERS GO TO Q3C

Please tell me whether you totally agree, tend to agree, tend to disagree or totally disagree

with each of the following statements when it comes to the information about your rights as

a consumer in regard to broken laptop/computer.


Totally

agree

Tend to

agree

Tend to

disagree

Totally

disagree

DK/NA

Easy to understand 1 2 3 4 5

Easy to remember 1 2 3 4 5

Convincing 1 2 3 4 5

FL363 Q3B

Q4


Q3C

1

2

3

Q3D

1

2

3

ASK Q3C IF ‘YES’ IN Q1D.2 (Problems with hotels/holiday packages) - OTHERS GO TO

Q3D



a consumer in regard to problems with hotels/holiday packages.


Totally

agree

Tend to

agree

Tend to

disagree

Totally

disagree

DK/NA




FL363 Q3C

ASK Q3D IF ‘YES’ IN Q1D.3 (Problems with delayed airplanes) - OTHERS GO TO Q3E



a consumer in regard to problems with delayed airplanes.


Totally

agree

Tend to

agree

Tend to

disagree

Totally

disagree

DK/NA




FL363 Q3D

Q5


Q3E

1

2

3

Q4

1

2

3

4

5

6

7

8

9

10

ASK Q3E IF ‘YES’ IN Q1D.4 (Problems with buying on the Internet) - OTHERS GO TO Q4



a consumer in regard to problems with buying on the Internet.


Totally

agree

Tend to

agree

Tend to

disagree

Totally

disagree

DK/NA




FL363 Q3E

ASK ALL

Where would you go for information or advice about your consumer rights if you have a

problem with a product, a service or a seller?

(DO NOT READ OUT – ONE ANSWER POSSIBLE)

Website consumatoreuropean.ro

Government, Ministry, Public Authority

Non-governmental consumer association

Shopkeepers, sellers or service providers

Friends and relatives

Lawyers

The European Consumer Centre

On the Internet


DK/NA

FL363 Q4

Q6


Q5

1,

2,

3,

4,

5,

6,

7,

8,

Q6

1

2

3

4

5

Q5 - 'None' is a single code

What institutions and organizations/associations dealing with protection of consumers’ rights

do you know?

(DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)

Asociația pentru Protecția Consumatorilor

Autoritatea Naţională pentru Protecţia Consumatorilor

Centrul European al Consumatorilor

Asociaţia Naţională pentru Protecţia Consumatorilor şi Promovarea

Programelor şi Strategiilor

Local Consumer Group/Centre


None (DO NOT READ OUT)

DK/NA

FL363 Q5

ASK Q6 only for organizations / associations which were NOT mentioned in Q5– OTHERS

GO TO Q7

Have you ever heard of :


Yes No DK/NA

Asociația pentru Protecția Consumatorilor 1 2 3

Autoritatea Naţională pentru Protecţia

Consumatorilor

1 2 3

Centrul European al Consumatorilor 1 2 3

Asociaţia Naţională pentru Protecţia

Consumatorilor şi Promovarea Programelor şi

Strategiilor

1 2 3

Local Consumer Group/Centre 1 2 3

FL363 Q6

Q7


Q7

1

2

3

Q8A

1

2

3

4

5

6

7

ASK Q7 if at least one organization / association chosen in Q5 OR if at least one CODE 1 in

Q6 – OTHERS GO TO Q8

Have you ever asked this or any of these organisations for information or help?

Yes

No

DK/NA

FL363 Q7

ASK ALL

Who would you trust most to give you correct information and advice on your consumer

rights, firstly?



A non-governmental consumer association



Lawyers


DK/NA

FL363 Q8A

Q8


Q8B

1,

2,

3,

4,

5,

6,

7,

Ask Q8B for the items not mentioned in Q8A

And then secondly?

(READ OUT - MULTIPLE ANSWERS POSSIBLE)


A non-governmental consumer association



Lawyers


DK/NA

FL363 Q8B

Q9


Q9

1

2

3

4

5

6

7

Q10

1

2

3

Do you think the following sellers and service providers in Romania respect consumer rights

and protection rules?


Yes,

definitely

Yes, to

some

extent

No, not

really

No,

definitely

not

DK/NA

Shops selling household or

electronic devices (washing

machine, computers, etc)

1 2 3 4 5

Tour operators/ Travel

agencies

1 2 3 4 5

Airlines or charter flight

companies

1 2 3 4 5

Internet providers or

teleshopping companies

1 2 3 4 5

Telephone and/or mobile

phone companies

1 2 3 4 5

Banks or other credit

providers

1 2 3 4 5

Supermarkets/

Hypermarkets

1 2 3 4 5

DK/NA

FL363 Q10

FL363 Q9

In general, would you say that the Romanian justice system is efficient in punishing

businesses that mislead or cheat consumers?

Yes

No

Q10

TABLES


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 72 -1 31 -3 10 2 8 3 33 7

Q1 Pouvez-vous me dire si vous utilisez Internet... (PLUSIEURS REPONSES POSSIBLES)

Q1 Could you tell me if you use the Internet… (MULTIPLE ANSWERS POSSIBLE)

Q1 Aţi putea să-mi spuneţi dacă dvs. folosiţi internetul... (MAI MULTE RĂSPUNSURI POSIBILE)

A la maison

At home

Dans un cybercafé

In Cyber-cafè

Acasă

Au travail

At work

La serviciu

A l’école / à

l’université

At school /

university

La şcoală /

universitateÎn Cyber-cafe

Sur un téléphone

mobile /

Smartphone

By mobile phone /

smartphone

Pe telefonul mobil /

smartphone

T1


%

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(2013)

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RO 1 0 24 0

No, I do not use

Internet / No

Internet access

(DO NOT READ

OUT)

Other (DO NOT

READ OUT)

Altă opţiune (NU

CITIŢI)

Nu, nu folosesc

internetul / Nu am

acces la internet

(NU CITIŢI )

Q1 Pouvez-vous me dire si vous utilisez Internet... (PLUSIEURS REPONSES POSSIBLES)

Q1 Could you tell me if you use the Internet… (MULTIPLE ANSWERS POSSIBLE)

Q1 Aţi putea să-mi spuneţi dacă dvs. folosiţi internetul... (MAI MULTE RĂSPUNSURI POSIBILE)

Autre (NE PAS

LIRE)

Non, je n’utilise

pas Internet / Je

n’ai pas d’accès

Internet (NE PAS

LIRE)

T2


%

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(2013)

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RO 51 -4 47 3 2 1

Q1A Avez-vous, au cours des deux derniers mois, vu ou entendu des messages sur les droits des consommateurs ?

Q1A Have you over the past two months seen/heard messages about consumer rights?

Q1A În ultimele două luni aţi văzut / auzit mesaje privind drepturile consumatorilor?

NSP/SR

DK/NA

NŞ/NR

Oui

Yes

Da

Non

No

Nu

T3


%

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333

(2013)

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RO 25 -20 2 -5 4 -1 5 -1 8 -1

Le slogan « Eşti

cetăţean european şi

ai drepturi. E dreptul

tău! Acţionează! »

The slogan “Eşti



tău! Acţionează! "

Les achats sur

Internet

Buying on the

Internet

Q1B Can you please tell me what this/these message(s) was/were about? (DO NOT READ OUT – MULTIPLE ANSWERS

POSSIBLE)

Q1B Pourriez-vous me dire sur quoi portai(en)t ce/ces message(s)? (NE PAS LIRE – PLUSIEURS REPONSES POSSIBLES)

Sloganul "Eşti



tău! Acţionează!

Les ordinateurs

portables/de bureau

endommagés

Broken

laptop/computer

Laptop/Calculator

stricat

Les offres combinées

vacances/hôtels

Package

holidays/hotels

Pachet de vacanţă /

hoteluri

Cumpărare

on-line

Les personnes

connaissant leurs

droits en tant que

consommateur

People knowing their

rights as consumer

Persoane care-şi

cunosc drepturile de

consumator

Q1B Puteţi să-mi spuneţi care era conţinutul acestui/or mesaj/e? (NU CITIŢI VARIANTELE DE RĂSPUNS - MAI MULTE

RĂSPUNSURI POSIBILE)

T4


%

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RO 1 -1 4 -4 25 6 38 14

Q1B Can you please tell me what this/these message(s) was/were about? (DO NOT READ OUT – MULTIPLE ANSWERS

POSSIBLE)

Q1B Pourriez-vous me dire sur quoi portai(en)t ce/ces message(s)? (NE PAS LIRE – PLUSIEURS REPONSES POSSIBLES)

Q1B Puteţi să-mi spuneţi care era conţinutul acestui/or mesaj/e? (NU CITIŢI VARIANTELE DE RĂSPUNS - MAI MULTE

RĂSPUNSURI POSIBILE)

Drepturile

pasagerilor /

zboruri întârziate

Faptul de a fi

consumator

european

Altceva (NU CITIŢI) NŞ/NR

Passenger rights /

delayed plane

Being European

consumer

Other (DO NOT

READ OUT)DK/NA

Les droits des

passagers/les

retards de vols

aériens

Le fait d’être un

consommateur

européen

Autre (NE PAS LIRE) NSP/SR

T5


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RO 44 -2 55 1 1 1

Q1C Avez-vous, au cours des deux derniers mois, vu ou entendu des publicités/articles de presse vous incitant à

défendre vos droits en tant que consommateur ?

Q1C Have you, over the past two months, seen/heard advertisements/news articles saying that you should stand up for

your consumer rights?

Q1C În ultimele două luni aţi văzut / auzit anunţuri publicitare/știri în care se afirma că ar trebui să vă apăraţi drepturile

de consumator?

NSP/SR

DK/NA

NŞ/NR

Oui

Yes

Da

Non

No

Nu

T6


%

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RO 26 -5 72 5 2 0

Q1D.1 În ultimele două luni aţi văzut / auzit anunţuri publicitare, mesaje sau informaţii despre drepturile consumatorilor

referitoare la ...?

Laptop/Calculator stricat

Oui NSP/SR

Q1D.1 Avez-vous, au cours des deux derniers mois, vu ou entendu des publicités, messages ou informations sur les

droits des consommateurs concernant… ?

Les ordinateurs portables/de bureau endommagés

Q1D.1 Have you, over the past two months, seen/heard advertisements, messages or information about consumer

rights regarding …?

Broken laptop/computer

DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T7


%

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(2013)

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(2012)

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(2012)

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RO 39 -1 60 1 1 0


referitoare la ...?

Probleme cu hoteluri / pachete de vacanţă

Oui NSP/SR



Les problèmes avec les offres combinées vacances/hôtels



Problems with hotels/holiday packages

DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T8


%

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333

(2013)

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(2012)

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(2013)

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(2012)

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(2013)

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RO 29 1 70 0 1 -1


referitoare la ...?

Probleme cu zboruri întârziate

Oui NSP/SR



Les problèmes avec les retards de vols aériens



Problems with delayed airplanes

DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T9


%

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333

(2013)

Diff.

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333

(2012)

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(2013)

Diff.

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333

(2012)

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(2013)

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333

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RO 38 -2 60 2 2 0


referitoare la ...?

Probleme cu cumpărarea online

Oui NSP/SR



Les problèmes lors d’achats sur Internet



Problems with buying on the Internet

DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T10


%

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333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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(2012)

Flash EB

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(2013)

Diff.

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(2012)

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(2013)

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(2012)

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RO 84 -4 17 -1 15 3 6 2 26 7

Q2 Où avez-vous entendu ou vu ce(s) message(s) sur les droits des consommateurs ? (PLUSIEURS REPONSES POSSIBLES)

Q2 Where have you ever seen/heard this/these message(s) about consumer rights? (MULTIPLE ANSWERS POSSIBLE)

Q2 Unde aţi văzut / auzit vreodată acest/e mesaj/e despre drepturile consumatorilor? (MAI MULTE RĂSPUNSURI POSIBILE)

A la télévision

On TV

Dans une

brochure/un

dépliant

In a

brochure/leaflet

La televizor

A la radio

On radio

La radio

Dans un

journal/magazine

In a

newspaper/mag-

azine

Într-un ziar/într-o

revistă

Într-o broşură/ într-

un pliant

Sur un site

Internet/sur

Internet

On the website /

On the Internet

Pe

website/Internet

T11


%

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(2012)

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(2013)

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(2012)

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RO 1 0 10 3 13 1 2 0 1 0

Pe website-ul

consumatoreurope

an.ro

Pe o reţea socială

(Internet)

De la familie,

prieteni sau colegi

Altundeva (NU

CITIŢI)NŞ/NR

On the website

consumatoreurope

an.ro

On a social

network (on the

Internet)

From family,

friends or

colleagues

Other (DO NOT

READ OUT)DK/NA

Q2 Où avez-vous entendu ou vu ce(s) message(s) sur les droits des consommateurs ? (PLUSIEURS REPONSES POSSIBLES)

Q2 Where have you ever seen/heard this/these message(s) about consumer rights? (MULTIPLE ANSWERS POSSIBLE)

Q2 Unde aţi văzut / auzit vreodată acest/e mesaj/e despre drepturile consumatorilor? (MAI MULTE RĂSPUNSURI POSIBILE)

Sur le site Internet

consumatoreurope

an.ro

Sur un réseau

social (sur

Internet)

Auprès de la

famille, d’amis ou

collègues

Autre (NE PAS

LIRE)NSP/SR

T12


%

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(2012)

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(2013)

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(2012)

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(2013)

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RO 28 -3 54 2 8 -1 7 1 3 1

Q3A Diriez-vous que l’information transmise par ces messages/cette campagne d’information a été très utile, plutôt

utile, plutôt pas utile ou pas du tout utile ?

Q3A Would you say that the information you have received through these messages/this information campaign was very

useful, fairly useful, not very useful or not useful at all?

Q3A Aţi spune că informaţia primită prin intermediul acestor mesaje/acestei campanii de informare a fost foarte utilă,

destul de utilă, nu foarte utilă sau deloc utilă?

Très utile

Very useful

Pas du tout utile

Not useful at all

Foarte utilă

Plutôt utile

Fairly useful

Destul de utilă

Plutôt pas utile

Not very useful

Nu foarte utilă Deloc utilă

NSP/SR

DK/NA

NŞ/NR

T13


%

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RO 82 -1 15 0

Total 'Folositoare'Total

'Nefolositoare'

Total 'Useful' Total 'Not useful'

Q3A Diriez-vous que l’information transmise par ces messages/cette campagne d’information a été très utile, plutôt

utile, plutôt pas utile ou pas du tout utile ?

Q3A Would you say that the information you have received through these messages/this information campaign was very

useful, fairly useful, not very useful or not useful at all?

Q3A Aţi spune că informaţia primită prin intermediul acestor mesaje/acestei campanii de informare a fost foarte utilă,

destul de utilă, nu foarte utilă sau deloc utilă?

Total 'Utile' Total 'Pas utile'

T14


%

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(2013)

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(2012)

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(2013)

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(2012)

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(2013)

Diff.

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(2012)

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(2013)

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(2012)

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(2013)

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(2012)

RO 71 -2 16 -1 2 -1 5 2 6 2

Q3B.1 Pourriez-vous me dire si vous êtes tout à fait d’accord, plutôt d’accord, plutôt pas d’accord ou pas du tout

d’accord avec chacune des propositions suivantes concernant les informations sur vos droits en tant que consommateur

en cas d’ordinateur portable/de bureau endommagé.

Faciles à comprendre

Q3B.1 Please tell me whether you totally agree, tend to agree, tend to disagree or totally disagree with each of the

following statements when it comes to the information about your rights as a consumer in regard to broken

laptop/computer.

Easy to understand

Q3B.1 Vă rog să-mi spuneţi dacă sunteţi total de acord, tindeţi să fiţi de acord, tindeţi să fiţi în dezacord sau sunteţi total

în dezacord cu fiecare din următoarele afirmaţii referitoare la informaţiile privind drepturile dvs. de consumator când

este vorba despre un laptop/calculator stricat.

Uşor de înţeles

Tout à fait Plutôt pas NSP/SR

Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T15


%

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RO 87 -3 7 1

Total 'In acord'Total 'In

dezacord'

Total 'Agree' Total 'Disagree'

Total 'D'accord' Total 'Pas







laptop/computer.

Easy to understand




Uşor de înţeles

T16


%

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(2013)

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(2012)

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(2013)

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(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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(2013)

Diff.

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333

(2012)

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(2013)

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333

(2012)

RO 73 1 14 -5 2 -1 6 4 5 1




Faciles à retenir



laptop/computer.

Easy to remember




Uşor de ţinut minte


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T17


%

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(2013)

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(2012)

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(2013)

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RO 87 -4 8 3


dezacord'






Faciles à retenir



laptop/computer.

Easy to remember





T18


%

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333

(2013)

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

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333

(2013)

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333

(2012)

RO 68 7 20 -6 2 0 5 -1 5 0




Convaincantes



laptop/computer.

Convincing




Convingătoare


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T19


%

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(2013)

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(2012)

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(2013)

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RO 88 1 7 -1


dezacord'






Convaincantes



laptop/computer.

Convincing




Convingătoare

T20


%

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(2013)

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333

(2012)

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333

(2013)

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333

(2012)

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(2013)

Diff.

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333

(2012)

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(2013)

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(2012)

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(2013)

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333

(2012)

RO 65 -3 24 3 3 1 3 -2 5 1

Q3C.1 Pourriez-vous me dire si vous êtes tout à fait d’accord, plutôt d’accord, plutôt pas d’accord ou pas du tout


en cas de problèmes liés aux offres combinées vacances/hôtels.


Q3C.1 Please tell me whether you totally agree, tend to agree, tend to disagree or totally disagree with each of the

following statements when it comes to the information about your rights as a consumer in regard to problems with

hotels/holiday packages.

Easy to understand

Q3C.1 Vă rog să-mi spuneţi dacă sunteţi total de acord, tindeţi să fiţi de acord, tindeţi să fiţi în dezacord sau sunteţi total


este vorba despre probleme cu hoteluri / pachete de vacanţă.

Uşor de înţeles


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T21


%

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(2013)

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(2012)

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(2013)

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RO 89 0 6 -1


dezacord'










Easy to understand




Uşor de înţeles

T22


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

RO 64 -3 23 -2 5 3 3 0 5 2




Faciles à retenir




Easy to remember






Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T23


%

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333

(2013)

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333

(2012)

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333

(2013)

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333

(2012)

RO 87 -5 8 3


dezacord'






Faciles à retenir




Easy to remember





T24


%

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

RO 57 -4 25 -2 8 3 4 0 6 3




Convaincantes




Convincing




Convingătoare


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T25


%

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333

(2013)

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333

(2012)

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333

(2013)

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(2012)

RO 82 -6 12 3


dezacord'






Convaincantes




Convincing




Convingătoare

T26


%

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(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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(2013)

Diff.

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333

(2012)

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(2013)

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333

(2012)

RO 58 -5 24 4 2 -3 8 2 8 2

Q3D.1 Pourriez-vous me dire si vous êtes tout à fait d’accord, plutôt d’accord, plutôt pas d’accord ou pas du tout


en cas de problèmes de retards de vols aériens.


Q3D.1 Please tell me whether you totally agree, tend to agree, tend to disagree or totally disagree with each of the


delayed airplanes.

Easy to understand

Q3D.1 Vă rog să-mi spuneţi dacă sunteţi total de acord, tindeţi să fiţi de acord, tindeţi să fiţi în dezacord sau sunteţi

total în dezacord cu fiecare din următoarele afirmaţii referitoare la informaţiile privind drepturile dvs. de consumator

când este vorba despre probleme cu zboruri întârziate.

Uşor de înţeles


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T27


%

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(2013)

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(2012)

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(2013)

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RO 82 -1 10 -1


dezacord'









delayed airplanes.

Easy to understand




Uşor de înţeles

T28


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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(2013)

Diff.

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(2012)

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(2013)

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333

(2012)

RO 62 -3 18 -3 6 1 5 2 9 3




Faciles à retenir



delayed airplanes.

Easy to remember






Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T29


%

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333

(2013)

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333

(2012)

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333

(2013)

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(2012)

RO 80 -6 11 3


dezacord'






Faciles à retenir



delayed airplanes.

Easy to remember





T30


%

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(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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(2012)

Flash EB

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(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 63 0 18 -2 5 -2 5 2 9 2




Convaincantes



delayed airplanes.

Convincing




Convingătoare


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T31


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 81 -2 10 0


dezacord'






Convaincantes



delayed airplanes.

Convincing




Convingătoare

T32


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 57 -7 21 2 7 1 8 5 7 -1

Q3E.1 Pourriez-vous me dire si vous êtes tout à fait d’accord, plutôt d’accord, plutôt pas d’accord ou pas du tout d’accord

avec chacune des propositions suivantes concernant les informations sur vos droits en tant que consommateur en cas de

problèmes d’achats sur Internet.


Q3E.1 Please tell me whether you totally agree, tend to agree, tend to disagree or totally disagree with each of the


buying on the Internet.

Easy to understand

Q3E.1 Vă rog să-mi spuneţi dacă sunteţi total de acord, tindeţi să fiţi de acord, tindeţi să fiţi în dezacord sau sunteţi total


este vorba despre probleme cu cumpărarea online.

Uşor de înţeles


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T33


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 78 -5 15 6


dezacord'










Easy to understand




Uşor de înţeles

T34


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 61 -5 22 2 5 1 6 2 6 0




Faciles à retenir




Easy to remember






Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T35


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 83 -3 11 3


dezacord'






Faciles à retenir




Easy to remember





T36


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 56 -4 25 1 7 2 6 1 6 0




Convaincantes




Convincing




Convingătoare


Tend to disagree

Tind să fiu în

dezacord

Pas du tout

Totally disagree

Total în dezacord

Totally agree

Total de acord

Plutôt d’accord

Tend to agree

Tind să fiu de

acord

DK/NA

NŞ/NR

T37


%

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 81 -3 13 3


dezacord'






Convaincantes




Convincing




Convingătoare

T38


%

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

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(2013)

Diff.

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333

(2012)

RO 1 -1 14 2 22 0 14 1 3 -2

Le site Internet

consumatoreurope

an.ro

Website

consumatoreurope

an.ro

Commerçants,

vendeurs ou

prestataires de

services

Shopkeepers,

sellers or service

providers

Q4 La cine aţi apela pentru a obţine informaţii sau sfaturi despre drepturile dvs. de consumator dacă aţi avea o

problemă cu un produs, un serviciu sau un comerciant? (NU CITIŢI VARIANTELE DE RĂSPUNS)

Q4 Where would you go for information or advice about your consumer rights if you have a problem with a product, a

service or a seller? (DO NOT READ OUT)

Website-ul

consumatoreurope

an.ro

Gouvernement,

Ministère, Autorité

publique

Government,

Ministry, Public

Authority

Guvern, Minister,

Autorităţi publice

Association de

consommateurs

non

gouvernementale

Non-governmental

consumer

association

Asociaţie non-

guvernamentală

pentru protecţia

consumatorilor

Comercianţi,

vânzători sau

furnizori de servicii

Amis et proches

Friends and

relatives

Prieteni şi rude

Q4 Où iriez-vous chercher des informations ou des conseils sur vos droits en tant que consommateur si vous aviez un

problème avec un produit, un service ou un vendeur ? (NE PAS LIRE)

T39


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 1 0 1 0 13 1 17 -2 14 1

Q4 La cine aţi apela pentru a obţine informaţii sau sfaturi despre drepturile dvs. de consumator dacă aţi avea o

problemă cu un produs, un serviciu sau un comerciant? (NU CITIŢI VARIANTELE DE RĂSPUNS)

Q4 Where would you go for information or advice about your consumer rights if you have a problem with a product, a

service or a seller? (DO NOT READ OUT)

Q4 Où iriez-vous chercher des informations ou des conseils sur vos droits en tant que consommateur si vous aviez un

problème avec un produit, un service ou un vendeur ? (NE PAS LIRE)

AvocaţiCentrul European

al ConsumatorilorInternet Altele (SPONTAN) NŞ/NR

LawyersThe European

Consumer CentreOn the Internet

Other (DO NOT

READ OUT)DK/NA

Avocats

Le Centre

européen des

consommateurs

Sur InternetAutre (NE PAS

LIRE)NSP/SR

T40


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 16 -9 26 9 1 -1 2 1 1 -1

Q5 Quelles institutions et organisations/associations chargées de la protection des droits des consommateurs connaissez-

vous ? (NE PAS LIRE – PLUSIEURS REPONSES POSSIBLES)

Q5 What institutions and organizations/associations dealing with protection of consumers’ rights do you know? (DO NOT

READ OUT – MULTIPLE ANSWERS POSSIBLE)

Q5 Ce instituţii şi organizaţii / asociaţii care se ocupă de protecţia drepturilor consumatorilor cunoaşteţi? (NU CITIŢI

VARIANTELE DE RĂSPUNS - MAI MULTE RĂSPUNSURI POSIBILE)

Asociatia pentru

Protectia

Consumatorilor

Asociatia pentru

Protectia

Consumatorilor

Asociaţia

Naţională pentru

Protecţia

Consumatorilor şi

Promovarea

Programelor şi

Strategiilor

Asociaţia

Naţională pentru

Protecţia

Consumatorilor şi

Promovarea

Programelor şi

Strategiilor

Asociaţia pentru

Protecţia

Consumatorilor

Autoritatea

Naţională pentru

Protecţia

Consumatorilor

Autoritatea

Naţională pentru

Protecţia

Consumatorilor

Autoritatea

Naţională pentru

Protecţia

Consumatorilor

Centrul European

al Consumatorilor

Centrul European

al Consumatorilor

Centrul European

al Consumatorilor

Asociaţia

Naţională pentru

Protecţia

Consumatorilor şi

Promovarea

Programelor şi

Strategiilor

Groupe/centre

local de

consommateurs

Local Consumer

Group/Centre

Grupul / Centrul

local al

consumatorilor

T41


%

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333

(2013)

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333

(2012)

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333

(2013)

Diff.

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(2012)

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Diff.

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(2012)

RO 14 -3 27 -1 18 1

Altele (NU SE

CITEŞTE)

Niciuna (NU SE

CITEŞTE)NŞ/NR

Other (DO NOT

READ OUT)

None (DO NOT

READ OUT)DK/NA

Q5 Quelles institutions et organisations/associations chargées de la protection des droits des consommateurs connaissez-

vous ? (NE PAS LIRE – PLUSIEURS REPONSES POSSIBLES)

Q5 What institutions and organizations/associations dealing with protection of consumers’ rights do you know? (DO NOT

READ OUT – MULTIPLE ANSWERS POSSIBLE)

Q5 Ce instituţii şi organizaţii / asociaţii care se ocupă de protecţia drepturilor consumatorilor cunoaşteţi? (NU CITIŢI

VARIANTELE DE RĂSPUNS - MAI MULTE RĂSPUNSURI POSIBILE)

Autre (NE PAS

LIRE)

Aucun (NE PAS

LIRE)NSP/SR

T42


%

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333

(2013)

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333

(2012)

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333

(2013)

Diff.

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(2012)

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333

(2013)

Diff.

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333

(2012)

RO 72 -1 27 1 1 0

Q6.1 Aţi auzit vreodată despre:

Asociaţia pentru Protecţia Consumatorilor

Oui NSP/SR

Q6.1 Avez-vous déjà entendu parler de:

Asociatia pentru Protectia Consumatorilor

Q6.1 Have you ever heard of :

Asociatia pentru Protectia Consumatorilor

DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T43


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

RO 73 4 26 -4 1 0



Oui NSP/SR





DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T44


%

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333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

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(2013)

Diff.

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333

(2012)

RO 32 0 67 0 1 0



Oui NSP/SR





DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T45


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

RO 32 -1 66 1 2 0


Asociaţia Naţională pentru Protecţia Consumatorilor şi Promovarea Programelor şi Strategiilor

Oui NSP/SR





DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T46


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

RO 16 2 83 -2 1 0


Grupul / Centrul local al consumatorilor

Oui NSP/SR


Un groupe/centre local de consommateurs


Local Consumer Group/Centre

DK/NA

NŞ/NR

Yes

Da

Non

No

Nu

T47


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

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333

(2012)

RO 16 3 84 -3 0 0

Q7 Avez-vous déjà demandé des informations ou de l’aide à l’une de ces organisations ?

Q7 Have you ever asked this or any of these organisations for information or help?

Q7 Aţi solicitat vreodată ajutor sau informaţii de la aceasta sau de la oricare din aceste organizaţii?

NSP/SR

DK/NA

NŞ/NR

Oui

Yes

Da

Non

No

Nu

T48


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 18 4 32 -4 4 0 14 0 17 -1

Q8A A qui feriez-vous le plus confiance pour vous donner des informations correctes et des conseils sur vos droits en tant

que consommateur, en premier lieu ? Et en second lieu ?

Q8A Who would you trust most to give you correct information and advice on your consumer rights, firstly?

Q8A În cine aţi avea cea mai multă încredere pentru a obţine informaţii corecte şi sfaturi despre drepturile dvs. de

consumator, în primul rând?

Gouvernement,


publique

Government,

Ministry, Public

Authority

Amis et proches

Friends and

relatives

Guvern, Minister,


Une association de

consommateurs

non

gouvernementale

A non-

governmental

consumer

association

Asociaţie non-

guvernamentală

pentru protecţia

consumatorilor

Commerçants,

vendeurs ou

prestataires de

services

Shopkeepers,

sellers or service

providers

Comercianţi,

vânzători sau

furnizori de

servicii

Prieteni şi rude

Avocats

Lawyers

Avocaţi

T49


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 4 0 11 1

Altele (NU SE

CITEŞTE)NŞ/NR

Other (DO NOT

READ OUT)DK/NA

Q8A A qui feriez-vous le plus confiance pour vous donner des informations correctes et des conseils sur vos droits en tant

que consommateur, en premier lieu ? Et en second lieu ?

Q8A Who would you trust most to give you correct information and advice on your consumer rights, firstly?

Q8A În cine aţi avea cea mai multă încredere pentru a obţine informaţii corecte şi sfaturi despre drepturile dvs. de

consumator, în primul rând?

Autre (NE PAS

LIRE)NSP/SR

T50


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

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333

(2012)

RO 17 1 18 2 6 0 19 -1 25 -1

Q8B Et en second lieu ? (PLUSIEURS REPONSES POSSIBLES)

Q8B And then secondly? (MULTIPLE ANSWERS POSSIBLE)

Q8B Şi în al doilea rând? (MAI MULTE RĂSPUNSURI POSIBILE)

Gouvernement,


publique

Government,

Ministry, Public

Authority

Amis et proches

Friends and

relatives

Guvern, Minister,


Une association de

consommateurs

non

gouvernementale

A non-

governmental

consumer

association

Asociaţie non-

guvernamentală

pentru protecţia

consumatorilor

Commerçants,

vendeurs ou

prestataires de

services

Shopkeepers,

sellers or service

providers

Comercianţi,

vânzători sau

furnizori de

servicii

Prieteni și rude

Avocats

Lawyers

Avocaţi

T51


%

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 2 -1 18 1

Altele (NU SE

CITEŞTE)NŞ/NR

Other (DO NOT

READ OUT)DK/NA

Q8B Et en second lieu ? (PLUSIEURS REPONSES POSSIBLES)

Q8B And then secondly? (MULTIPLE ANSWERS POSSIBLE)

Q8B Şi în al doilea rând? (MAI MULTE RĂSPUNSURI POSIBILE)

Autre (NE PAS

LIRE)NSP/SR

T52


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 34 6 48 -2 9 -1 31 0 39 -2

Q8T - A qui feriez-vous le plus confiance pour vous donner des informations correctes et des conseils sur vos droits en tant

que consommateur

Q8T - Who would you trust most to give you correct information and advice on your consumer rights


que consommateur

Gouvernement,


publique

Government,

Ministry, Public

Authority

Amis et proches

Friends and

relatives

Guvern, Minister,


Une association de

consommateurs

non

gouvernementale

A non-

governmental

consumer

association

Asociaţie non-

guvernamentală

pentru protecţia

consumatorilor

Commerçants,

vendeurs ou

prestataires de

services

Shopkeepers,

sellers or service

providers

Comercianţi,

vânzători sau

furnizori de

servicii

Prieteni și rude

Avocats

Lawyers

Avocaţi

T53


%

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 5 -2 11 1

Altele (NU SE

CITEŞTE)NŞ/NR

Other (DO NOT

READ OUT)DK/NA


que consommateur

Q8T - Who would you trust most to give you correct information and advice on your consumer rights


que consommateur

Autre (NE PAS

LIRE)NSP/SR

T54


%

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(2013)

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

RO 20 1 52 -2 10 -1 15 4 3 -2

Q9.1 Selon vous, les vendeurs et prestataires de services suivants en Roumanie respectent-ils les droits et les règles de

protection des consommateurs ?

Des magasins vendant des appareils électroménagers ou électroniques (machine à laver, ordinateurs, etc.)

Q9.1 Do you think the following sellers and service providers in Romania respect consumer rights and protection rules?

Shops selling household or electronic devices (washing machine, computers, etc)

Q9.1 Credeţi că următorii comercianţi şi furnizori de servicii din România respectă drepturile şi regulile de protecţie a

consumatorilor?

Magazinele ce comercializează electrocasnice sau aparate electronice (maşină de spălat, calculatoare, etc)

Oui, tout à faitNon, pas

vraimentNSP/SR

No, not really

Nu, mai degrabă

nu

Non, pas du tout

No, definitely not

Cu siguranţă nu

Yes, definitely

Cu siguranţă da

Oui, dans une

certaine mesure

Yes, to some

extent

Da, într-o

oarecare măsură

DK/NA

NŞ/NR

T55


%

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(2013)

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RO 72 -1 25 3

Total 'Da' Total 'Nu'

Total 'Yes' Total 'No'

Total 'Oui' Total 'No'



Des magasins vendant des appareils électroménagers ou électroniques (machine à laver, ordinateurs, etc.)


Shops selling household or electronic devices (washing machine, computers, etc)


consumatorilor?

Magazinele ce comercializează electrocasnice sau aparate electronice (maşină de spălat, calculatoare, etc)

T56


%

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333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

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333

(2013)

Diff.

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333

(2012)

RO 11 -3 51 5 13 -3 9 -1 16 2



Des tours opérateurs / des agences de voyage


Tour operators/ Travel agencies


consumatorilor?

Agenţii de călătorie / Agenţii de turism


vraimentNSP/SR

No, not really

Nu, mai degrabă

nu

Non, pas du tout

No, definitely not

Cu siguranţă nu

Yes, definitely

Cu siguranţă da

Oui, dans une

certaine mesure

Yes, to some

extent

Da, într-o

oarecare măsură

DK/NA

NŞ/NR

T57


%

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333

(2013)

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333

(2012)

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333

(2013)

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333

(2012)

RO 62 2 22 -4






Des tours opérateurs / des agences de voyage


Tour operators/ Travel agencies


consumatorilor?

Agenţii de călătorie / Agenţii de turism

T58


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

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333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 27 0 37 -3 5 -1 6 2 25 2



Des compagnies aériennes régulières ou des compagnies charter


Airlines or charter flight companies


consumatorilor?

Companii aeriene de linie sau charter


vraimentNSP/SR

No, not really

Nu, mai degrabă

nu

Non, pas du tout

No, definitely not

Cu siguranţă nu

Yes, definitely

Cu siguranţă da

Oui, dans une

certaine mesure

Yes, to some

extent

Da, într-o

oarecare măsură

DK/NA

NŞ/NR

T59


%

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(2013)

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333

(2012)

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333

(2013)

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333

(2012)

RO 64 -3 11 1






Des compagnies aériennes régulières ou des compagnies charter


Airlines or charter flight companies


consumatorilor?

Companii aeriene de linie sau charter

T60


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 18 2 41 -3 18 1 10 0 13 0



Des fournisseurs d’accès Internet ou des sociétés de télé-achat


Internet providers or teleshopping companies


consumatorilor?

Furnizori de servicii Internet sau companii de teleshopping


vraimentNSP/SR

No, not really

Nu, mai degrabă

nu

Non, pas du tout

No, definitely not

Cu siguranţă nu

Yes, definitely

Cu siguranţă da

Oui, dans une

certaine mesure

Yes, to some

extent

Da, într-o

oarecare măsură

DK/NA

NŞ/NR

T61


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 59 -1 28 1






Des fournisseurs d’accès Internet ou des sociétés de télé-achat


Internet providers or teleshopping companies


consumatorilor?

Furnizori de servicii Internet sau companii de teleshopping

T62


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 33 -1 44 0 11 0 10 2 2 -1

No, definitely notNo, not really

Cu siguranţă daDa, într-o

oarecare măsură

Nu, mai degrabă

nuCu siguranţă nu NŞ/NR

DK/NAYes, definitelyYes, to some

extent

Oui, tout à faitOui, dans une

certaine mesure

Non, pas

vraimentNon, pas du tout NSP/SR



Des opérateurs de téléphonie fixe et/ou mobile


Telephone and/or mobile phone companies


consumatorilor?

Companii de telefonie fixă şi/sau mobilă

T63


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 77 -1 21 2



Des opérateurs de téléphonie fixe et/ou mobile


Telephone and/or mobile phone companies


consumatorilor?

Companii de telefonie fixă şi/sau mobilă

Total 'Oui'

Total 'Yes'

Total 'Da'

Total 'No'

Total 'No'

Total 'Nu'

T64


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 21 -4 40 2 13 -2 17 3 9 1



Des banques et autres sociétés de crédit


Banks or other credit providers


consumatorilor?

Bănci sau alţi furnizori de servicii de creditare


vraimentNSP/SR

No, not really

Nu, mai degrabă

nu

Non, pas du tout

No, definitely not

Cu siguranţă nu

Yes, definitely

Cu siguranţă da

Oui, dans une

certaine mesure

Yes, to some

extent

Da, într-o

oarecare măsură

DK/NA

NŞ/NR

T65


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 61 -2 30 1






Des banques et autres sociétés de crédit


Banks or other credit providers


consumatorilor?

Bănci sau alţi furnizori de servicii de creditare

T66


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 21 -2 51 1 13 0 11 1 4 0



Des supermarchés/ hypermarchés


Supermarkets/ Hypermarkets


consumatorilor?

Supermaketuri/ Hipermarketuri


vraimentNSP/SR

No, not really

Nu, mai degrabă

nu

Non, pas du tout

No, definitely not

Cu siguranţă nu

Yes, definitely

Cu siguranţă da

Oui, dans une

certaine mesure

Yes, to some

extent

Da, într-o

oarecare măsură

DK/NA

NŞ/NR

T67


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 72 -1 24 1






Des supermarchés/ hypermarchés


Supermarkets/ Hypermarkets


consumatorilor?

Supermaketuri/ Hipermarketuri

T68


%

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

Flash EB

333

(2013)

Diff.

Flash EB

333

(2012)

RO 28 -1 62 2 10 -1

Q10 En général, diriez-vous que le système judiciaire roumain est efficace lorsqu’il s’agit de punir les entreprises qui

abusent ou trompent les consommateurs ?

Q10 In general, would you say that the Romanian justice system is efficient in punishing businesses that mislead or

cheat consumers?

Q10 În general, aţi spune că sistemul judiciar din România este eficient in sancţionarea afacerilor care înşeală sau induc

în eroare consumatorii?

NSP/SR

DK/NA

NŞ/NR

Oui

Yes

Da

Non

No

Nu

T69

consumer rights in romania third...

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