The European Parliament presented a very interesting, accessible and cost effective solution for the consumer by Regulation (EU) No. 524-2013 and 2013-11-EC Directive with Online Dispute Resolution.

The Directive 2013/11/EC applies to extra-judicial procedures for domestic and cross-border disputes concerning contractual obligations arising from sales contracts or service contracts between the trader established in the Union and consumers residing in the Union, through the intervention of an ADR entity. The Directive provides full coverage of consumer disputes through Alternative Dispute Resolution at European level for either electronic or contractual transactions. It concerns consumer claims against traders for all contractual differences in each market sector (eg travel, banking, etc.) and in each Member State.

The Regulation 524/2013 on Online Dispute Resolution (ODR) enables EU consumers and traders to submit any disputes arising from online shopping to Internet via resolution process in the form of an interactive web. Consumers will be able to submit a complaint online via the ODR platform, in the language of their choice.
The Regulation 524/2013 is in force as of January 9, 2016.

Marialena Constantinou