Discontinuation of the European ODR Platform

Insurance Europe welcomes the opportunity to respond to the European Commissions consultation on the review of the current ADR directive. Insurance Europe supports the reviews objective which is to adapt this framework to the digital market and its recent evolutions while improving cross-border ADR dispute resolution.

vzbv is disappointed that the Commission has not shown the necessary will in this proposal to really effectively promote ADR as a solution to consumer disputes. The proposal misses the opportunity to create a basis for fundamental change and falls short of the needs of consumers.

Comments of the Consumer Ombudsman Service on the proposal for a Directive of the European Parliament and of the Council amending Directive 2013/11/EU on alternative dispute resolution for consumer disputes, and Directives (EU) 2015/2302, (EU) 2019/2161 and (EU) 2020/1828 of 17.10.2023 The Consumer Ombudsman is an autonomous public service operating as a residuary ADR entity in Belgium.

We would like to thank you for the opportunity to comment on the revision of the ADR framework. Online traders are already very customer-centred. In other words, they place customers at the centre of their efforts to provide the best possible service. Should complaints arise, traders have an interest in resolving them as quickly as possible and in a customer-friendly manner, and in many cases they are very culinary.

Filed in German · English published by the European Commission

A simpler, faster and more accessible process would facilitate the settlement of disputes between businesses and consumers. However, it must not lead to further obligations for SMEs by becoming compulsory and extending significantly the scope. The objective set by the European Commission to reduce by 25% the administrative burden for SMEs paves the way and must be followed in every field, including ADR.

Suomen Yrittäjät - The Federation of Finnish Enterprises (FFE) does not consider the revision of the ADR directive necessary as the ADR system in Finland is working well. We have our concerns about the proposal and how the proposed changes would affect the Finnish well working ADR system. We thank for the opportunity to express our opinions and views on the given proposal in more detail as per attached.

Ladies and gentlemen, the above-mentioned consumer conciliation bodies welcome in principle the European Commission’s ambition to make alternative dispute resolution more widespread in the EU, taking into account disputes arising from new developments in consumer markets.

Filed in German · English published by the European Commission

the Regulation proposed by the European Parliament and the Council repealing Regulation (EU) No 524/2013 and amending Regulations (EU) 2017/2394 and (EU) 2018/1724 as regards the decommissioning of the European Online Dispute Resolution (ODR) platform represents an important change in the online dispute resolution landscape in the EU.

Filed in Italian · English published by the European Commission

Independent Retail Europe welcomes the European Commission's proposal for a Directive amending the Directive on alternative dispute resolution for consumer disputes. To ensure that this revision delivers an optimal level of modernisation whilst respecting the nature of ADR entities, and without creating legal uncertainty that would discourage traders from joining ADR schemes, we invite the co-legislators to consider…

With currently more than 21 million members, ADAC e.V. is the largest automobile club in Europe and the second largest in the world. The four letters in its name stand for an association which offers its members assistance, protection and advice around the clock and is a powerful stakeholder on all mobility issues.

Filed in German · English published by the European Commission

With currently more than 21 million members, ADAC e.V. is the largest automobile club in Europe and the second largest in the world. The four letters in its name stand for an association which offers its members assistance, protection and advice around the clock and is a powerful stakeholder on all mobility issues.

Filed in German · English published by the European Commission

About the European Advertising Standards Alliance (EASA): EASA represents and coordinates collective advertising self-regulatory systems accross Europe. A more detailed presentation of EASA is available in the attached paper.

The proposal to amend Directive 2013/11/EU and related directives is a necessary response to the evolution of the digital market and emerging consumer challenges. The Movement for the Defence of Citizens has been closely following ADR legislation for years and stands by Italian consumers to ensure their knowledge and dissemination.

Filed in Italian · English published by the European Commission

Ecommerce Europe welcomes the opportunity to provide additional input to the Commission on the revision of the Alternative Dispute Resolution (ADR) framework. We consider that there is room for improvement in the Commission proposal to alleviate unintended negative consequences (e.g. scope), improve trader participation in ADR schemes and ultimately facilitate better consumer protection.

Ecommerce Europe welcomes the opportunity to provide additional input to the Commission on the revision of the Alternative Dispute Resolution (ADR) framework. We consider that there is room for improvement in the Commission proposal to alleviate unintended negative consequences (e.g. scope), improve trader participation in ADR schemes and ultimately facilitate better consumer protection.

Alternative dispute resolution (ADR) aims to ensure redress for consumers without having to go to court. Digital markets require fast and simple redress mechanisms. ADR legislation must be updated to meet those requirements. Consumers and businesses increasingly use private systems not meeting the ADR Directive requirements, depriving consumers of fair redress.

Filed in French · English published by the European Commission

Ladies and gentlemen, the opinion of the German Chamber of Commerce and Industry on the above-mentioned consultation is attached. Yours sincerely, Dr Christian Groß Rechtsanwalt (Syndiku Rechtsanwalt) Section Legal Unit Head of Unit Civil Law and Judicialiariat, Arbitration and Economic Mediation of German Chambers of Commerce and Industry e.V. Breite Str.

Filed in German · English published by the European Commission

Our members generally support the alternative dispute resolution mechanism (ADR) as well as online dispute resolution (ODR). It is a service that some of our members offer to their respective members and customers. After the Regulation entered into force in 2016, our members additionally intensified internal procedures for customer complaint handling, to solve conflicts rapidly and to prevent them from escalating.

The European Consumer Centre Germany is part of the so called ECC-Net. The 29 European Consumer Centres (ECC-Net) of the network help consumers engage in cross-border transactions more confidently by providing them with free information and advice on their rights and assist them in resolving cross-border consumer complaints. More than 120.000 consumers are assisted each year.

The Finnish Financial Ombudsman Bureau considers important that dispute resolution legislation and schemes are adapting to the changing operational environment. In this respect it is also important to take into account already existing schemes and their effective practices shaped by local manners and traditions, although they may vary significantly from one member state to another.

The position of the Swedish Consumer Agency is expressed in the attached file, and can be summarised as follows: The Swedish Consumer Agency agrees that an effective system for alternative dispute resolution is important to achieve a well-functioning Single Market. Consumers are shopping across the borders which means that such system also has to function in cases of cross-border disputes.

It is worth highlighting the important role played by corporate mediations which demonstrate their independence and, at the same time, their knowledge of the trader and thus their understanding of the problems that consumers may encounter. Such mediation is capable of resolving disputes which, for some of them, would otherwise lead to litigation.

Filed in French · English published by the European Commission

Ecommerce Europe welcomes the opportunity to provide additional input for the Commissions evaluation process. Overall, we consider that the Directive has successfully created a standard for EU-wide out-of-court commercial dispute resolution mechanisms. Wide-spread infringements have been better tackled thanks to an enhanced cooperation among EU public authorities.

About the ADR directive, a new text may insist on the necessity for the Member states to ensure that all the sectors of consumption as well as all traders are covered by an ADR schemes. An obligation to propose a residual ADR service to offer an alternative to consumers if theres no competent ADR for their claim should be considered.

The Malta Business Bureau welcomes the basis of the proposed Alternative Dispute Resolution which is primarily directed to offset unnecessary court processes and time-consuming litigation, administrative burden, and costs for companies doing business online. Litigation can be stressful for companies, therefore any measures that alleviate this burden in terms of their daily operations is deemed to be beneficial.

The observations of the Office of the Financial Services and Pensions Ombudsman (Ireland) in respect of the European Commissions public consultation on the modernisation of EU rules on enforcement cooperation among European consumer protection authorities and on adapting dispute resolution procedures fit for the cross-border nature of digital markets have been uploaded, per the guidance provided.

Please find attached comments and proposals on the public consultation launched by the European Commission on Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on alternative dispute resolution for consumer disputes) and Regulation (EU) No 524/2013 of…

Filed in Spanish · English published by the European Commission

Ladies and gentlemen, we would like to respond to the invitation to comment on the document on consumer rights adaptation of out-of-court dispute resolution to digital markets: As a preliminary point, it is necessary to counter the rather negative picture in the invitation to submit comments: In the vast majority of cases, consumer transactions work perfectly smoothly.

Filed in German · English published by the European Commission

The 29 European Consumer Centres (ECC-Net) help consumers engage in cross-border transactions more confidently by providing them with free information and advice on their rights and assist them in resolving cross-border consumer complaints. More than 120.000 consumers are assisted each year.

It seems more than necessary to ensure that ADR can be able to: — better accommodate online consumer requests (development of translation tools, automation of certain processing stages, faster communication, etc.) — to impose mediation procedures on all undertakings operating on their national territory — more collaboration with their European counterparts in dealing with cross-border disputes (mainly online…

Filed in French · English published by the European Commission