08.2005

ADR & ODR - New models of dispute resolution

Felix Braun, Zentrum für Europäischen Verbraucherschutz e.V.

Vilnius, 2013, October 3rd

• Directive 2013/11/EU on consumer ADR(following recommendation 98/257/EC)

• Regulation (EU) 524/2013 on consumer ODR

Both were published the 18th of June 2013 in the Official Journal of the European Union

NEW: Common european framework for consumer ADR and ODR

Until 2015 – Setup of national ADR-bodies covering all consumer-relevant sectors, respecting especially the following requirements:•Expertise, independence and impartiality•Transparency•Effectiveness•Fairness•Liberty•Legality•Online- and offline access•Assistance for consumers (ECC-Net…)

Main elements of the ADR directive

Until 2016: •Establishment of an ODR platform as a single point of entry for consumers and traders seeking the out-of-court resolution of consumer disputes in the field of e-commerce•Electronic complaint form available in all official languages of the EU•Indentification of the competent ADR body and tramission of the complaint to it•Assistance for consumers (ECC-Net…)

Main elements of the ODR regulation

• Start in 2009:

„One who buys online would also want to complain online“

• Strict respect of the quality criteria of recommendation 98/257/EC; thus a notified ADR body on EU-level

• Cooperation with the ECC-Net

A glance at the future -Experiences with the Online-Schlichter

• Asynchronous communication • Physical distance unimportant• Objectiveness of the discussions• Complaint form: Checklist and filter at

the same time• Complete electronic case management

(e.g. templates, automated statistic tools…)

Main advantages of ODR

Challenge: Neutrality and Independence

Ministerium für Ländlichen Raum und Verbraucherschutz Baden-Württemberg since May 2009, Hessisches Ministerium für Umwelt, Energie, Landwirtschaft und Verbraucherschutz since July 2011, Bayerisches Staatsministerium der Justiz und für Verbraucherschutz since April 2012, first private partner Trusted Shops since April 2012, Senatsverwaltung für Justiz und Verbraucherschutz Berlin since December 2012, DEVK Versicherungen since January 2013since March 2013 Ministerium der Justiz und für Verbraucherschutz des Landes Rheinland-Pfalz and since April 2013 Bundesverband Direktvertrieb Deutschland

Public Private Partnership

• Sucess rate: 2/3• Fast and effective procedures through

high degree of specialisation: cases closed in 6 weeks (average), in some cases within 24 hours

• 859 cases in 2012• Mainly cases with low sums in dispute• More than 1/3 of the cases are cross-

border

Online-Schlichter.de – some facts and figures

• Competence for the entire German Republic, more Public Private Partnerships

• Strict respect of ADR directive and ODR regulation

Perspective

• Full harmonisation of many important aspects, especially conclusion of the contract (Button-solution)and right of withdrawal

• Language issues partly solved• Other aspects: CESL – an answer?

Advantages of the Consumer rights directive in respect to cross-border e-

commerce

Felix Braun

Zentrum für Europäischen Verbraucherschutz e.V.

braun@cec-zev.eu

Tel: 07851 / 991 48 21

Thank you for your attention!