Alternative and Online Dispute Resolution (ADR/ODR) - New EU rules up from 2016

Up from January 9th 2016, all retailers in the European Union need to prominently state that customers can exercise new dispute resolution rights.



Retailers have to provide a link to the EU website explaining these rights, and state whether the store opts in or opts out of the EU scheme. But currently this page do not exist ;-)
The ODR platform will be operational on 9 January 2016 and made accessible in stages. It will become accessible to consumers and traders on 15 February 2015 under: http://ec.europa.eu/odr


A few back ground infornation about ADR and ODR
In case a customer has a problem with a retailer regarding a product or service they can clear it up through an alternative dispute resolution (ADR) or online dispute resolution (ODR) procedure.

Retailers are able to specify which ADR provider(s) they want to use, but an ADR clause can’t be binding for consumers. ADR can be either mandatory or voluntary, but in countries where it’s mandatory for retailers, the consumer will likely be able to contact the national body to resolve disputes.

Important to know is that consumers must first contact the retailer to try to resolve the problem before they raise a complaint with an ADR provider. Also, ADR procedures may cost consumers money, but they should be as inexpensive as possible.

ADR - Alternative Dispute Resolution
Directive on consumer ADR (ADR Directive) PDF

ODR - Online Dispute Resolution
Regulation on consumer ODR (ODR Regulation)pdf

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