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

  • European Commission, following an evaluation of the effectiveness of the European Online Dispute Resolution (ODR) platform across all member states, found that its use by consumers and traders was limited. In this context, under Regulation (EU) 2024/3238, Regulation (EU) 524/2013 has been repealed, and the operation of the ODR platform has been permanently discontinued on July 20, 2025.

  • Pursuant to Article 2(4) of the Regulation (EU) 2024/3228, all users information, including personal data have been deleted on 20 July 2025.

  • The ODR Platform had been operating since 2016 as a single-entry point to EU-based, U.K., Norway and Iceland consumers and traders seeking to resolve disputes from online transactions in an out-of-court manner, simply, efficiently, quickly and with low or no cost at all.

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Alternative Redress methods
Alternative Redress methods

  • For domestic disputes, in relation to products or services obtained from traders based in Greece, you may refer to Consumer's Ombudsman or to other certified dispute resolution bodies (Dispute Resolution bodies Registry).

  • For cross-border disputes, in relation to products or services obtained from traders based in EU, or in UK, Norway and Iceland, you may refer to the ECC Network and ECC of Greece.

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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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