European Consumer Centre Bulgaria

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Solving disputes online by new online platform

19.02.2016

The European Commission launched a new platform (http://ec.europa.eu/odr) to help consumers and traders solve online disputes over a purchase made online. The platform is user-friendly and accessible on computer and all types of devices like mobile phone or tablet.

The Online Dispute Resolution (ODR) platform offers a single point of entry that allows EU consumers and traders to settle their disputes for both domestic and cross-border online purchases. This is done by channelling the disputes to national Alternative Dispute Resolution (ADR) bodies that are connected to the platform and have been selected by the Member States according to quality criteria and notified to the Commission.
The bodies are general and sectoral conciliation committees and they are administered by the Commission for Consumer Protection (CCP). National contact point is European consumer centre Bulgaria. You can visit the platform by www.ecc.bg

How does the platform work?

In the first instance the consumer must contact the trader. In case they can not solve the problem through private communication the consumer can use the platform. Consumer can fill out the complaint form on the platform.
The platform is multilingual. A translation service is available on the platform to assist disputes involving parties based in different European countries. The platform offers users the possibility to conduct the entire resolution procedure online for free.
Around 117 Alternative Dispute Resolution bodies from 17 Member States are connected to the Online Dispute Resolution platform. Alternative Dispute Resolution (ADR) offers a quick and inexpensive way to solve disputes between consumers and traders. On average, it takes a maximum of 90 days for cases to be solved.

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