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Alternative Dispute Resolution Online Dispute Resolution for consumers disputes European Parliament, IMCO Committee 20 December 2011 iStockphoto.com / Josh Rinehults European Union, 2011 iStockphoto.com / Sean Locke Slide 2 Alternative Dispute Resolution: proposal Universal coverage Quality principles Clear information to consumers Monitoring iStockphoto.com / endopack European Union, 2011 Slide 3 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 Slide 4 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 Slide 5 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 parties Proposes 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 RoP Dispute resolution within 30 days (ODR Reg. Art. 9(b) ) Network of ODR facilitators Complainant accesses platforms website