19-20, November, 2014

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ONLINE DISPUTE RESOLUTION PLATFORM

(ODR)

Olivier MicolHead of Unit

Financial services and Redress

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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

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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

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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

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ODR entry page

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ODR public website

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ODR public website : get help

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Step by step complaint form for consumers and traders

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

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ODR complaint overview (for consumers and traders)

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THANK YOU!