Alternative Dispute Resolution Online Dispute Resolution for consumers

Alternative Dispute Resolution – Online Dispute Resolution for consumers disputes © i. Stockphoto. com / Josh Rinehults European Parliament, IMCO Committee 20 December 2011 © i. Stockphoto. com / Sean Locke © European Union, 2011

Alternative Dispute Resolution: proposal Universal coverage Quality principles Clear information to consumers © i. Stockphoto. com / endopack Monitoring © European Union, 201

Online Dispute Resolution: proposal For cross-border e-commerce Single web-based platform In your language Clear information to consumers © i. Stockphoto. com / Sean Locke © European Union, 201

CONSUMER DISPUTES IN THE SINGLE MARKET All domestic and cross-border transactions (online / offline) Cross-border e-commerce in the EU Traders inform consumers on ADR and ODR Platform © i. Stockphoto. com / Sean Locke © i. Stockphoto. com / endopack • Full ADR coverage (ADR Dir. Art. 5) • ADR quality principles (ADR Dir. Artt. 6 to 9) © i. Stockphoto. com / Sean Locke ADR Entities Resolution of the consumer dispute © European Union, 2011

CONSUMER DISPUTES IN THE SINGLE MARKET Cross-border e-commerce in the EU Submission of a complaint (ODR Reg. Art. 7) Complainant accesses platform’s website Defines information of complaint form Processing of a complaint ODR Platform (ODR Reg. Art. 8) -All ADR entities electronically registered with platform Put in contact the parties Proposes 1/+ competent ADR entities Transmission of a complaint -Information on ADR entities Network of ODR facilitators -Complaint form in all EU languages (ODR Reg. Art. 8) If agreement by parties, automatic transmission of complaint ADR Entities ADR entity apply its own Ro. P Dispute resolution within 30 days (ODR Reg. Art. 9(b) ) Resolution of the consumer dispute