Lithuanian Presidency Event:"Priority Trends of the Consumer
Protection in the EU"
Panel 3: "ADR and ODR in cross-border and online disputes – practical examples"
Christoph DeckerDG SANCO/B4Vilnius, 3 October 2013
Directive 2013/11/EU on consumer ADRDirective 2013/11/EU on consumer ADR
2
"Article 5Access to ADR entities and ADR procedures
1.[…]2.Member States shall ensure that ADR entities: […] (e) accept both domestic and cross-border disputes, including
disputes covered by Regulation (EU) No 524/2013; and […]"
Directive 2013/11/EU on consumer ADRDirective 2013/11/EU on consumer ADR
3
"Article 14Assistance for consumers
1.Member States shall ensure that, with regard to disputes arising from cross-border sales or service contracts, consumers can obtain assistance to access the ADR entity operating in another Member State which is competent to deal with tehir cross-border dispute.
2.Member States shall confer responsibility for the task referred to in paragraph 1 on their centres of the European Consumer Centre Network, on consumer organisations or on any other body."
Regulation (EU) No 524/2013 on consumer ODRRegulation (EU) No 524/2013 on consumer ODR
The ODR platform
(simplified schema)
4
• Web-based electronic platform, accessible in all official EU languages
• Online complaint form • Information • Identification of competent ADR
entities• Facilitation of agreement on
competent ADR entity• Transmission of complaints to
competent ADR entity• Translation• Case-management tool (optional)• Feedback system
ADR entity
ADR entity
ADR entity
ADR entity
ADR entity
ADR entity
ADR entity
ADR entity
European ODR PLATFORM
ODR PLATFORM
Subm
issi
on o
f co
mpla
int
Info
rmatio
n o
n co
mpla
int
Complainant party
Respondent partyCompetent
ADR entity
Tra
nsm
issio
n
Agreement on ADR entity
Facilita
tion
ODR PLATFORM
Complainant party
Respondent partyADR
entity
Case Management
Tool
Regulation (EU) No 524/2013 on consumer ODRRegulation (EU) No 524/2013 on consumer ODR
8
The ODR contact pointsDesignation
•Appointed by Member States
•Minimum 2 ODR advisors per contact point
•Functions may be restricted to cross-border cases
Tasks
•Assisting with the complaint submission
•Providing information on consumer rights
•Providing information about the ODR platform
•Explaining the rules of procedure of the ADR entities
•Informing about other means of redress
•Reporting to the Commission every 2 years
Regulation (EU) No 524/2013 on consumer ODRRegulation (EU) No 524/2013 on consumer ODR
9
Consumer Information
•Online traders and online marketplaces established in the EU to inform consumers about the ODR platform by providing an easily accessible link to it on their websites
•Online traders that are obliged or committed to use ADR to inform consumers about the possibility to use ODR platform on their websites, in e-mails and (where applicable) in general terms and conditions
Q&A
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Thank you for your attention!
