Buying online and solving disputes online: 24,000 consumers used new European platform in first year

On 24 March 2017 the European Commission reported that 24,000 consumer complaints were logged via an Online Dispute Resolution (ODR) platform, launched by the Commission on 15 February 2016.

While there are strong rules in place in the EU to protect consumers, in practice consumers sometimes encounter problems getting redress when their rights are violated, particularly cross border. The ODR was built on the idea that when consumers have made their purchase online, they should also be able to solve such problems online. Be it a seller refusing to repair a defective laptop within the guarantee period, or a travel agent not willing to refund a ruined holiday, such disputes can be settled faster and cheaper online and outside the court.

The ODR platform is based on the Regulation on consumer ODR that requires the Commission to establish and operate the platform as a multilingual web-based IT tool. The Regulation also provides that Member States designate contact points that assist the users of the platform. Online traders are required to provide a link to the platform and state their e-mail address on their website.

The Commission will prepare a first detailed report on the functioning of the platform towards the end of 2017. It is also planning further activities in 2017 to engage more traders and to further promote the platform amongst consumers. The Commission will also further improve the platform's user-friendliness and monitor whether traders comply with their obligation to put a link to the platform on their website.

• Primary Source

ESO: Background information: Online Dispute Resolution http://www.europeansources.info/record/website-online-dispute-resolution/

ESO: Background information: Press Release: Solving disputes online: New platform for consumers and traders http://www.europeansources.info/record/press-release-solving-disputes-online-new-platform-for-consumers-and-traders/

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