ODR Platform
What is the Online Dispute Resolution (ODR) Platform

  • The ODR platform is an interactive website offering a single point of entry to consumers and traders seeking to resolve disputes out-of-court which have arisen from online transactions for consumers and traders in the EU, Norway, Iceland, Liechtenstein or United Kingdom.

  • The European ODR platform is provided and supported by the European Commission, and can be used in all EU languages, Icelandic and Norwegian.

  • ODR platform can be used to find the best solution for consumer disputes, either by discussing a solution directly with a trader concerning the problem or by agreeing on a dispute resolution body to handle the case.

 

Λευκό Φόντο
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Πρόσβαση στην πλατφόρμα ΗΕΔ
Access to ODR Platform
Link Link
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Procedure
Procedure

  • Consumers can only use the ODR platform if:

    • reside in an EU country or in U.K., Norway, Iceland or Liechtenstein,

    • the trader is based in an EU country or in U.K., Norway, Iceland or Liechtenstein and

    • their complaint is about a good or service they bought online.

  • In Greece, traders are not eligible for complaining against consumers.

  • The procedure begins when a consumer fills out an electronic complaint form.

  • Consumers may use the ODR platform in two ways:

    • contact the trader to resolve the dispute directly or

    • get a dispute resolution body to solve the dispute.

  • Independent Authority “Consumer's Ombudsman” is one of the certified Alternative Dispute Resolution (ADR) bodies, with competence in all commercial sectors. (Dispute Resolution bodies Registry )

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ODR Contact Point – ODR platform support
ODR Contact Point – ODR platform support

  • Every EU country has designated a national Contact Point to provide support for the ODR platform. In Greece, national European Consumer Centre (ECC) has been designated as the ODR contact point.

  • ODR Contact points, under request, provide assistance with the submission of the complaints, general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point, information on the functioning of the ODR platform and information of other means of redress when a dispute cannot be resolved through the ODR platform.

  • Enquiries can be submitted

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Confirmation

A) Make sure you understand the responsibilities of the Consumer Ombudsman (StK) and that the subject of the report of you is within the scope of these powers (https://www.synigoroskatanaloti.gr/el/armodiotites & in particular article 4 Law 3297/2004, as applicable).
The STK has the authority and role of mediator between consumers and suppliers and does not impose sanctions. He is only responsible for cases that have arisen up to one year before the submission of the petition and for which no legal proceedings have been initiated.
Indicatively, the SC is not competent: for disputes between businesses, for disputes connected with the business, commercial or professional activity of the petitioner, for disputes from transactions for which no legal document has been issued, for cases related to the control of fuel, food and medicine prices or for alterations/forgery related to the above, for tax disputes and in general for civil disputes against public bodies , OTAs (Municipalities, Regions) etc.

B) Make sure that you have available all the necessary documents that are useful for the investigation of the case and which must be attached (e.g. copies of contracts, invoices, purchase receipts, relevant correspondence, etc.).

C) Make sure it does not concern a company/professional based outside Greece, otherwise you can submit a report to the European Consumer Center (ECC) after taking into account the relevant conditions and powers of the ECC.

D) Contact the supplier in any convenient way, in order to raise the problem that concerns you and seek resolution and proceed with the report if the problem is not resolved within a reasonable time. Where possible, please attach copies of your communication with the supplier to your report.

E) Update: The report shall be forwarded to the complaining firms as such.

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