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Alternative Dispute Resolution – Online Dispute Resolution
for consumers disputes
European Parliament, IMCO Committee20 December 2011
© iStockphoto.com / Josh Rinehults
© European Union, 2011
© iStockphoto.com / Sean Locke
Alternative Dispute Resolution: proposal
Universal coverage
Quality principles
Clear information to consumers
Monitoring© iStockphoto.com / endopack
© European Union, 2011
Online Dispute Resolution: proposal
For cross-border e-commerce
Single web-based platform
In your language
Clear information to consumers
© iStockphoto.com / Sean Locke
© European Union, 2011
Cross-border e-commerce in the EU
CONSUMER DISPUTES IN THE SINGLE MARKET
ADR Entities
ODR
Platform
All domestic and cross-border transactions (online / offline)
© iStockphoto.com / Sean Locke
Resolution of the consumer dispute
© European Union, 2011
Traders inform consumers on ADR and ODR
• Full ADR coverage (ADR Dir. Art. 5)
• ADR quality principles (ADR Dir. Artt. 6 to 9)
© iStockphoto.com / endopack © iStockphoto.com / Sean Locke
Cross-border e-commerce in the EU
ADR Entities
ODR Platform-All ADR entities electronically registered with platform
-Information on ADR entities
-Complaint form in all EU languages
Resolution of the consumer dispute
CONSUMER DISPUTES IN THE SINGLE MARKET
Defines information of complaint form
Submission of a complaint(ODR Reg. Art. 7)
Put in contact the partiesProposes 1/+ competent ADR entities
Processing of a complaint(ODR Reg. Art. 8)
Transmission of a complaint(ODR Reg. Art. 8)
If agreement by parties,automatic transmission of complaint
ADR entity apply its own RoPDispute resolution within 30 days
(ODR Reg. Art. 9(b) )
Network of ODR facilitators
Complainant accesses platform’s website