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A platform for dispute resolution online

A platform for online dispute resolution (ODR platform) – an interactive website developed by the European Commission that offers a single point of access for consumers and traders who want to reach an out-of court resolution of such disputes that are related to online sales and / or service contracts.
 

On January 9, 2016, a platform for dispute resolution online was started.

A platform for online dispute resolution (ODR platform) – an interactive website developed by the European Commission that offers a single point of access for consumers and traders who want to reach an out-of court resolution of such disputes that are related to online sales and / or service contracts.

The platform offers a single access point to 3 parties: a consumer, a trader and an alternative dispute resolution entity (ADR).

Consumer: place of residence in EU
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A contact point for online dispute resolution (ODR):

  • Established in every Member State
  • Facilitates communication between the parties and an ADR entity
Trader: carries out business activities in EU
Alternative dispute resolution entity (ADR): registered in the platform

In the platform the ADR entities are registered that are included in the list according with the Directive on consumer ADR and that are competent to solve disputes to which the Regulation on consumer ODR is applied. (Regulation on consumer ODR, Article 5(6))

Additionally, in the platform the ODR contact points are also available the main purpose of which is to provide the parties with assistance thereby facilitating examining disputes in the platform.

In case of questions or uncertainties the parties on any stage of the procedure may contact ODR contact points that are established in each Member State.

ODR contact points provide assistance:

  • assisting with the submission of the complaint ;
  • providing the parties and ADR entities with general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point which hosts the ODR;
  • providing information on the functioning of the platform;
  • providing the parties with explanations on the procedural rules applied by the ADR entities identified
  • informing the complainant party of other means of redress when a dispute cannot be resolved through the ODR platform.

weblinkA list of the contact point of the Member States is available here

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