Dutch Consumer Authority reports record number of complaints in 2023

The Netherlands Authority for Consumers and Markets (ACM) received nearly 84,000 questions and complaints from consumers and businesses in 2023, marking a record high and a nearly 10 percent increase from the previous year, the regulatory authority reported. The majority of complaints—78,000—came from consumers.

The ACM saw a rise in complaints about misleading telemarketing practices and issues with online stores. Many involved dropshipping businesses, which sell products without holding inventory and rely on third-party suppliers, often based in China, to fulfill orders. Consumers frequently reported non-delivery of purchases, poor product quality, and difficulties with returns.

More than three million consumers visited the ACM website in 2023 for information and advice. Many searched for template letters to cancel subscriptions or address delayed deliveries. The website was also widely used by consumers seeking guidance on handling online purchases gone wrong.

Telemarketing complaints also drove traffic to the ACM's online resources, as consumers sought clarity on their rights and legal protections. The agency continues to monitor these issues and advises shoppers to research online sellers carefully before making purchases.