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ADR & ODR - New models of dispute resolution

ADR & ODR - New models of dispute resolution Felix Braun, Zentrum für Europäischen Verbraucherschutz e.V. Vilnius, 2013, October 3rd. NEW: Common european framework for consumer ADR and ODR. Directive 2013/11/EU on consumer ADR ( following recommendation 98/257/EC)

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ADR & ODR - New models of dispute resolution

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  1. ADR & ODR - New models of dispute resolution Felix Braun, Zentrum für Europäischen Verbraucherschutz e.V. Vilnius, 2013, October 3rd

  2. NEW: Common europeanframework for consumer ADR and ODR • Directive 2013/11/EU on consumer ADR(followingrecommendation 98/257/EC) • Regulation (EU) 524/2013 on consumer ODR • Bothwerepublishedthe 18th of June 2013 in the Official Journal ofthe European Union

  3. Main elements of the ADR directive • Until 2015 – Setup of national ADR-bodiescovering all consumer-relevant sectors, respectingespeciallythefollowingrequirements: • Expertise, independenceandimpartiality • Transparency • Effectiveness • Fairness • Liberty • Legality • Online- and offline access • Assistance forconsumers (ECC-Net…)

  4. Main elements of the ODR regulation • Until 2016: • Establishment of an ODR platformas a singlepointofentryforconsumersandtradersseekingthe out-of-court resolutionofconsumerdisputes in thefieldof e-commerce • Electronic complaint form available in all officiallanguagesofthe EU • Indentificationofthecompetent ADR bodyandtramissionofthecomplainttoit • Assistance forconsumers (ECC-Net…)

  5. A glanceat the future -Experienceswith the Online-Schlichter • Start in 2009:„One who buys online would also want to complain online“ • Strict respect of the quality criteria of recommendation 98/257/EC; thus a notified ADR body on EU-level • Cooperation with the ECC-Net

  6. Main advantages of ODR • Asynchronous communication • Physical distance unimportant • Objectiveness of the discussions • Complaint form: Checklist and filter at the same time • Complete electronic case management(e.g. templates, automated statistic tools…)

  7. Public PrivatePartnership Challenge: Neutrality and Independence Ministerium für Ländlichen Raum und Verbraucherschutz Baden-Württemberg since May 2009, Hessisches Ministerium für Umwelt, Energie, Landwirtschaft und Verbraucherschutz since July 2011, Bayerisches Staatsministerium der Justiz und für Verbraucherschutz since April 2012, first private partner Trusted Shops since April 2012, Senatsverwaltung für Justiz und Verbraucherschutz Berlin since December 2012, DEVK Versicherungen since January 2013since March 2013 Ministerium der Justiz und für Verbraucherschutz des Landes Rheinland-Pfalz and since April 2013 Bundesverband Direktvertrieb Deutschland

  8. Online-Schlichter.de – somefacts and figures • Sucess rate: 2/3 • Fast and effective procedures through high degree of specialisation: cases closed in 6 weeks (average), in some cases within 24 hours • 859 cases in 2012 • Mainly cases with low sums in dispute • More than 1/3 of the cases are cross-border

  9. Perspective • Competence for the entire German Republic, more Public Private Partnerships • Strict respect of ADR directive and ODR regulation

  10. Advantages of the Consumer rights directive in respect to cross-border e-commerce • Fullharmonisationofmanyimportantaspects, especially • conclusionofthecontract (Button- solution) • andrightofwithdrawal • Language issuespartlysolved • Other aspects: CESL – an answer?

  11. Thankyou for your attention! Felix Braun Zentrum für Europäischen Verbraucherschutz e.V. braun@cec-zev.eu Tel: 07851 / 991 48 21

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