The National Consumer Agency of Denmark (Forbrugerstyrelsen) is an agency of the Danish Ministry of Trade and Industry (Erhvervsministeriet), and is secretariat of the Consumer Complaints Board (Forbrugerklagenævnet) and the Consumer Ombudsman (Forbrugerombudsmanden). Furthermore the Agency is the Danish authority for product safety and co-ordinates the work between the different public authorities on product safety.

The National Consumer Agency was established on January 1, 1988, in connection with the reorganization of the former Ministry of Industry (Now the the Ministry of Trade and Industry). When established, the secretariats for the former Danish Government Home Economics Council, the Consumer Complaints Board and the Consumer Ombudsman were merged in order to ensure co-ordinated and active work in the consumer field. In June 1994 the Agency became the general authority on product safety.

From January 1, 2000 the Danish Government Home Economics Council was abolished and replaced by the Danish Consumer Information Centre, a independent, private foundation. The centre shares the same address as the agency.

The Consumer Information Centre's laboratory delivers the results of laboratory investigations in the areas of household equipment, food, textiles, hygiene, as well as other subjects concerning nutrition, safety, consumer rights, etc. of current interest to the consumers to the Danish Consumer Council. The testresults are then to be published in the consumer magazine "Tænk + Test" (Think + Test).

Furthermore the Consumer Information Centre has established a hot line, where consumers can get answers to telephone calls and personal inquiries about consumer and household affairs. This telephone service is handled by the Information Centre and the Juridical Offices of the Agency.

Field of activity

The National Consumer Agency's web site

The National Consumer Agency's web site has grown into an expansive channel of current information where the business community and consumers can help themselves to a vast array of consumer related subjects. The site has become a natural part of the Agency's daily work.

At the beginning of year 2000, it was extended with electronic complaint forms, from which the Consumer Complaints Board has received new cases on a daily basis. The site is also a central tool to the Consumer Ombudsman, who informs on current problems, attitudes, guidelines, and more. His informational material is released simultaneously in hard copy and electronically. Finally, the Agency has had an extensive dialogue with consumers through the site. There are approximately 5,700 electronic inquiries per year from the sites debate page and by e-mail.

www.fs.dk was visited by approximately 310,000 people and received a total of 15.5 million hits.

Administration of acts

The Agency administer the Price Marking and Display Act and the Product Safety Act. The Agency is also the general authority of product safety and co-ordinates the activities with other ministries or agencies to ensure safe product on the market.

Mediation and influence activities

The Consumer Complaints Board

The National Consumer Agency is secretariat to The Consumer Complaints Board.

The Consumer Complaints Board deals with consumers' complaints concerning consumer goods, goods and services. The Complaints Board settles most civil cases in the fields of textiles, furniture and carpets, radio and television sets, kitchen hardware, and second hand cars.

To the consumers, the settling of complaints is an administrative and less expensive alternative to real court treatment. Even if it is a matter of concrete decisions, they have a generally reconstructive effect on the branch, due to the fact that the organizations of all lines of business encourage their members to adjust their procedures according to the decisions made.

The Consumer Ombudsman

In the capacity of secretariat to the Consumer Ombudsman, the Agency lays down guidelines for good marketing practice according to the Marketing Practices Act.

The Consumer Ombudsman observes the Marketing Practice Act, particularly those areas in which offences against the law often occur, or in which they are of particular harm the consumers, or where they may otherwise be of great practical importance.

The Marketing Practice Act applies to any action a business takes during the course of marketing a product or service. The Marketing Practice Act is therefore to be respected in connection with any activity of advertising or marketing, e.g. also dealings on the internet and in similar communication systems.

Furthermore, the Consumer Ombudsman is responsible for the administration of the Act on Certain Payment Instruments.

The Consumer Ombudsman is one of the founding members of The International Marketing Supervision Network (IMSN).

The National Consumer Agency

The National Consumer Agency is represented on national as well as international committees working to secure a high level of consumer protection, e.g. the agency holds the presidency of the Consumer Committee in the OECD.  

Consumers can contact the Danish Consumer Agency by e-mail, phone, fax or mail:

E-mail address: consumer@consumer.dk

Telephone number for consumer calls:  +45 32 66 90 00.

Fax number:      +45 32 66 91 00.

Mailing address:      Forbrugerstyrelsen
                              Amagerfaelledvej 56
                              2300 Copenhagen S
                              Denmark

You can also visit our website, www.consumer.dk, where you will find extensive information on consumer protection in Denmark. The website is primarily in Danish, but has an English section as well.