19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of...

of 13 /13
19-20, November, 2014

Embed Size (px)

Transcript of 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of...

Page 1: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

19-20, November, 2014

Page 2: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 2

ONLINE DISPUTE RESOLUTION PLATFORM

(ODR)

Olivier MicolHead of Unit

Financial services and Redress

Page 3: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 3

Main activities

Expert group meetings (4 in 2012 and 7 in 2013, ongoing for 2014)

Two testing phases (October 2013 and June 2014)

One official test (25 & 27 November 2014)

Accessibility

Interoperability

Prototyping and dry run

Page 4: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 4

Page 5: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 5

Overview of functionalities (1/2)

A complaint form for consumers and traders (easy to fill, multilingual and accessible by everyone)

A specific tool to find the trader details

Allow complainant and respondent to identify and find an agreement on the competent ADR entity

Allow complainant and respondent to follow-up their cases with a personal dashboard

Allow the ADR entities to manage the cases received

Page 6: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 6

Overview of functionalities (2/2)Help function (guidance and ODR contact points)

Allow ODR contact points to follow-up and answer questions raised by the users

Translation facilities for all the parties

Feedback form

Static pages to provide general information and guidance for the users

Reporting and statistical data

Registration and management of the ADR entities

Page 7: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 7

ODR entry page

Page 8: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 8

ODR public website

Page 9: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 9

ODR public website : get help

Page 10: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 10

Step by step complaint form for consumers and traders

Page 11: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 11

A guidance for consumers and traders to check where they are in the process

Page 12: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 12

ODR complaint overview (for consumers and traders)

Page 13: 19-20, November, 2014. ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress.

ECCGECCGECCGECCG 13

THANK YOU!