Citizens' Voice - Consumer Advocacy Association

EU Legislative Interests

Citizens' Voice is a key advocate for consumer protection within the European Union, demonstrating its commitment through the integration of EU directives into Portugal's legislative fabric. The organization actively engages in a variety of initiatives and legislative processes, most notably in the transposition of the EU Directive 2020/1828. This directive, central to its mission, targets collective actions for the protection of consumer interests and is a significant stride in bolstering consumer rights throughout the European Union. In pursuit of these goals, Citizens' Voice is planning out a series of strategic actions, including educational campaigns and insightful conferences. These initiatives are specifically designed to address a host of critical issues within EU law. The organization's focus encompasses several key EU policies: 1. Unfair Commercial Practices: Addressing deceptive and unethical practices in the marketplace to ensure fair trading within the EU. 2. Unfair Business-to-Consumer Commercial Practices: Combatting imbalances in transactions between businesses and consumers in the EU. 3. Unfair Terms in Consumer Contracts: Advocating for fairness in consumer contracts and challenging unjust conditions within the EU. 4. Consumer Rights: Upholding and promoting the fundamental rights of consumers across the European Union. 5. Common Rules for Air Services Operation in the Community: Enhancing Air Travel Consumer Protection. Citizens' Voice is advocating for improved consumer rights in air travel within the EU, focusing on the right to carry an unregistered handbag on flights without extra charges. This initiative aims to ensure that flight ticket prices include a handbag allowance, promoting transparency and convenience for travelers by eliminating hidden fees and simplifying the flying experience. 6. Digital Content and Services Supply: Citizens' Voice emphasizes the importance of the Directive (EU) 2019/770 on certain aspects concerning contracts for the supply of digital content and digital services. This directive aims to harmonize rules regarding the rights and obligations of consumers and suppliers, particularly in addressing issues such as conformity, remedies, and liability. While the principle of the country of origin generally subjects providers of information society services to the legislation of the Member State where they are established, circumstances may necessitate exceptions. For example, a Member State might adopt measures to safeguard consumer interests, including ensuring appropriate complaint mechanisms, as seen in Portugal with the implementation of the electronic complaints book (referenced in cases C-509/09 and C-108/09 of the ECJ). Citizens' Voice supports such measures to enhance consumer access to redress and to bolster confidence in the digital market. Citizens' Voice's comprehensive approach exemplifies a deep commitment to multifaceted advocacy, influencing not just the enforcement of existing legislation but also the development of future consumer protection laws within the European Union. Their focus on these specific areas underscores their role in promoting a fair, transparent, and equitable market environment within the EU. By addressing these target policies, Citizens' Voice not only tackles immediate consumer concerns but also contributes to the long-term welfare and empowerment of consumers. Their actions highlight a dynamic and responsive approach to consumer protection, ensuring that consumer interests remain a central focus in the evolving economic and legal landscape of the European Union.

Communication Activities

Citizens' Voice has been a dynamic participant in conferences on consumer rights and competition law, hosted by esteemed Iberian law firms. Our organization has launched over 120 class actions based on breaches of European Union consumer law. A notable achievement includes successfully challenging Vodafone for imposing unjust charges on thousands of consumers for unsolicited services. We have also confronted airlines like Ryanair for competitive misconduct, including coercive tie selling and imposing extra fees for unregistered cabin luggage, violating passenger rights. Our advocacy also encompasses issues such as product labeling, price speculation, deceptive advertising, and unfair contract terms in standard agreements, along with consumer rights to product warranties. In these instances, we consistently push for cases to be referred to the Court of Justice of the European Union (CJEU) for preliminary rulings, aiming to enhance the alignment of various directives across EU Member States. A significant milestone for Citizens' Voice was the establishment of Portugal’s first Third Party Litigation Funding firm, Justice4All, Lda. This venture financially backs some of our most notable legal actions, which are extensively publicized on our website and social media, garnering considerable media attention in Portugal, including prime-time TV features. Our proactive efforts include actively engaging with DG-Just and the European Parliament to address widespread and cross-border violations of consumer rights across multiple Member States. One example is a petition submitted to the European Parliament and a complaint filed with DG-Just regarding the following issues: Misleading promotional practices: Discount claims inaccurately based on recommended retail prices rather than prior sales prices, misleading consumers about the actual savings. Price dumping: Selling certain products below production costs, potentially with the aim of eliminating competition and achieving market dominance. Unfair contractual terms: Agreements that disadvantage consumers, such as those found in Amazon KDP contracts. These actions reflect our commitment to advocating for fair practices and protecting consumer rights at both the national and EU levels. Looking ahead, Citizens' Voice is gearing up for various campaigns and conferences to tackle aspects of EU law including unfair commercial practices, unfair business-to-consumer commercial practices, unfair terms in consumer contracts, consumer rights, and common rules for air services operation in the Community. Our engagement demonstrates a holistic approach in advocating for consumer rights within the European Union framework. For more information on some of these initiatives, please visit: 1. Citizens' Voice on Class Actions, Third Party Litigation Funding, and Private Enforcement (https://citizensvoice.eu/2022/06/17/class-actions-third-party-litigation-funding-and-private-enforcement/) 2. Portuguese Parliament Directive (EU) 2020/1828 (https://www.parlamento.pt/ActividadeParlamentar/Paginas/DetalheIniciativa.aspx?BID=173028) 3. Competition, Consumer Protection, and Data Protection (https://www.linkedin.com/posts/uria-menendez_concorr%C3%AAncia-consumo-prote%C3%A7%C3%A3odados-activity-7117466487795167232-1dHZ/?trk=public_profile_like_view&originalSubdomain=pt)

Interests Represented

Does not represent commercial interests

Member Of

Citizens' Voice serves as an extension of the ATM - Association of Investors and Technical Analysts of Capital Markets, focusing on the protection of non-investor consumers. Meanwhile, ATM is a full member of Better Finance.

Additional Information

Citizens’ Voice operates fully independently, without public subsidies, membership fees, or revenue from services or products. Funding derives exclusively from two sources: direct personal contributions by board members, who cover all operational expenses without bank transfers or accounting records, and Third-Party Litigation Funding (TPLF) agreements, under which specialised entities assume all legal costs and risks, being remunerated only in case of success and judicial approval. Between 2023 and 2025, Citizens’ Voice entered into fifteen TPLF agreements with Justice4All, Lda., totalling €4,459,500 as of 31 December 2025. Payments were made directly to legal professionals and experts, covering both litigation and advisory work. In 2024, €2,540 in donations were received, but all actual expenses were borne by board members, conflict-free third parties, or covered through TPLF mechanisms. All members serve on a voluntary basis and receive no remuneration. There are no employment or salary expenses. Offices are located in rent-free premises, with utilities paid directly by the board. Participation in external events and online infrastructure, including the website, is funded personally by members and does not enter the association’s accounts. This structure allows Citizens’ Voice to maintain minimal operating costs compared with similar organisations. A moderate increase in expenditure is expected in 2025 due to planned in-person activities across several EU countries, though no significant financial commitments have yet arisen.