Online Dispute Resolution – ODR
The Online Dispute Resolution (ODR) platform, developed by the European Commission, offers a single point of entry that allows EU consumers and traders to settle their disputes for both domestic and cross-border online purchases.
This is done by channelling the disputes to national Alternative Dispute Resolution (ADR) bodies that are connected to the platform and have been selected by the Member States based on quality criteria and notified to the European Commission.
Online dispute resolution (ODR) is a branch of dispute resolution which uses technology to facilitate the resolution of disputes between parties. It primarily involves negotiation, mediation or arbitration, or a combination of all three. In this respect it is often seen as being the online equivalent of alternative dispute resolution (ADR). However, ODR can also augment these traditional means of resolving disputes by applying innovative techniques and online technologies to the process.
ODR can be applied in a wide range of disputes; from interpersonal disputes including consumer to consumer disputes (C2C); to court disputes and interstate conflicts. While the application of ODR is not limited to disputes arising out of business to consumer (B2C) online transactions, it is particularly apt for these disputes, since it uses the same medium (internet) for the resolution of e-commerce disputes which is greatly efficient in situations where the parties are interstate.
- The platform is user-friendly and Consumers can fill out the complaint form on the platform in three simple steps.
- The platform offers users the possibility to conduct the entire resolution procedure online.
- The platform is multilingual. A translation service is available on the platform to assist disputes involving parties based in different European countries.
- Dispute threshold to 5.000 Euro.
- Resolution within 90 days.
Background to ODR
The legal basis for the establishment of the Online Dispute Resolution platform is the Regulation of consumer Online Dispute Resolution, which describes the main functions of the platform as well as the workflow for a dispute that is submitted through the platform. The Regulation builds upon the Directive on consumer Alternative Dispute Resolution, which ensures that consumers have access to Alternative Dispute Resolution when resolving their contractual disputes with traders.
Access to Alternative Dispute Resolution is possible irrespective of whether the product or service was purchased online or whether the trader is established in the consumer’s Member State.
Member States establish national lists of bodies offering Alternative Dispute Resolution procedures (ADR bodies). All Alternative Dispute Resolution bodies included in those lists comply with binding quality requirements set by the EU legislation.
Dispute Resolution body in Cyprus
Competition and Consumer Protection Service
Email address: firstname.lastname@example.org
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