Report on the application of Directive 2013/11/EU and Regulation (EU) No 524/2013 on dispute resolution for consumer disputes

Summary:

Report presented on 25 September 2019 by the European Commission assessing the application of the legal framework for alternative dispute resolution (ADR) and online dispute resolution (ODR) for consumer disputes.

Further information:

Consumer alternative dispute resolution (ADR) is the resolution of consumer disputes through out-of-court dispute settlement mechanisms. It first became known in Europe in the late 1960s and starting from the 1990s became a growing phenomenon in a greater number of Member States.

EU policy-makers addressed consumer ADR at first through non-binding standards and sector-specific legislation requiring Member States to encourage or ensure access to out-of-court dispute resolution mechanisms. With Directive 2013/11/EU on alternative dispute resolution (ADR Directive) and Regulation (EU) No 524/2013 on online dispute resolution (ODR Regulation) a horizontal legislative framework for consumer ADR and ODR was established.