ODR contact point

Consumers can solve disputes with online traders from all European countries using the European platform for online dispute resolution. The German ODR contact point answers all questions.

Update : May 2019

Useful information: All over Europe, alternative dispute resolution bodies (ADR bodies) help consumers and traders to solve their disputes amicably: they are neutral, quick, competent and often free of charge. They are not yet available in Iceland.

European online dispute resolution platform

If the contract was concluded online, consumers can use the European online dispute resolution platform (ODR platform) to contact the competent ADR body.

The platform is the central access point to all ADR bodies in Europe and is most useful if traders and consumers come from different European countries. In many cases, the competent ADR body is based in the country of the trader.

Advantages of the platform

  • Centralised access point to all ADR bodies in Europe.
  • Integrated help-tools to overcome language barriers (for example, the translation tool allows consumers and traders to ask for a translation of the proposed solution).
  • National contact points support all parties in how to use the platform and ADR bodies.
  • Free of charge.

German ODR contact point

As German ODR contact point, the European Consumer Centre Germany advises consumers, online traders and ADR bodies on the ODR platform and offers guidance throughout the procedure. Questions may concern:

  • The functionality of the platform,
  • consumer law,
  • ADR bodies (jurisdiction, rules of procedure etc.) and
  • other means to enforce consumer claims, - if ODR/ ADR cannot help.

Practical tip: The platform provides you with a user guide and FAQs.

Contact information:

E-mail: odr@evz.de

Tel.: +49 7851 991 48 60 (Mon - Thu: 9:00-12:00; 13:00-17:30; Fri: 9:00-12:00; 13:00-16:00)

Fax: +49 7851 991 48 11

Please note: In Germany the ODR contact point is only entitled to give advice in cases where consumers and traders reside in different EU-countries respectively, i.e. in cases of cross-border disputes.

How it works

The procedure is divided into four steps. The German ODR contact point provides for a graphic representation to explain and summarise the procedure:

  1. The consumer submits his complaint via the online form.
  2. The online trader is automatically informed about the complaint and asked to propose an ADR body. Both parties have 30 days now to agree on an ADR body. If the online trader does not propose an ADR body or no agreement can be reached, the complaint is closed.
  3. If the consumer accepts the proposed ADR body, the ODR platform automatically transfers the complaint to it.
  4. After the ADR body has received all documents from both parties, it will assess the case and propose a solution within 90 days.

Usefull information: Online traders are not obliged to participate in ODR procedures. For both parties the use of the platform is voluntary. If the complaint is closed, consumers can turn to the German ODR contact point in order to get help.

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