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