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.

 

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Procedure
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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
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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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