In order to pursue your rights, you may address to the Online-Schlichter (ODR body) if the case is within its jurisdiction.

Update: April 2019

The ODR body was created by the Zentrum für Europäischen Verbraucherschutz e.V. (Centre for Consumer Protection in Europe) and started work in June 2009. The project is financed by the following Federal States and partners from the private business sector.

  • Baden-Württemberg
  • Bavaria
  • Berlin
  • Bundesverband Direktvertrieb Deutschland e.V. (BDD)
  • DEVK legal insurance
  • Hesse
  • Rhineland-Palatinate,
  • Schleswig-Holstein
  • Brandenburg

What is ODR? Online Dispute Resolution is a special branch of Alternative Dispute Resolution. It is a way of resolving disputes without going to court. In addition, Online Dispute Resolution uses modern technology. The procedure is completed online, which allows us to resolve disputes quickly, efficiently and inexpensively. 

The ODR body is the competent body for handling eCommerce disputes, i.e. disputes concerning contracts which were concluded online. Since the project is financed by the ministry of seven federal states, the ODR body is responsible for complaints of consumers from EU member states against a trader situated in one of these states as well as for complaints of consumers from these states against a trader situated in Germany. The procedure is free of charge.



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