- If you are unable to resolve a consumer’s complaint with them directly using your internal complaints procedure, you must inform the consumer on a durable medium (e.g. email):
- that you cannot settle the complaint; and
- provide the name and website address of a certified ADR provider; and
- whether you are prepared to make use of that provider. Note that use of a certified ADR provider is not mandatory, but you must still provide the information.
- Check whether you are obliged by law or your trade association rules to use a certified ADR provider e.g. is your business within financial services, energy and communications? In these cases, you must provide the name and website address of the ADR provider in your general terms and and on your website (if you have one).
Linked to the new ADR Regulations, from 15 February, online traders must provide consumers with information regarding a new online dispute resolution (“ODR”) platform. The ODR platform has been specifically designed to help consumers who have bought goods or services online, domestically or across EU borders, and subsequently have a problem with that online purchase. It will allow consumers to submit their contractual dispute and conduct an ADR procedure online in any of the 23 official languages of the EU.
SO, if you are an online trader, YOU MUST:
- provide a link to the ODR platform on your website; and
- if you are obliged by law or your trade association rules to use a certified ADR provider, you must include information about the existence of the ODR platform and the possibility of using it for resolving disputes in your online contracts and include a link to the ODR platform in any offer made to a consumer by email.
And here is the link! http://ec.europa.eu/consumers/odr/