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Consumer Complaints Boards drs. P.F.A. Moerkens MPM, director

Consumer Complaints Boards drs. P.F.A. Moerkens MPM, director. The Dutch ADR System Contents. Characteristics umbrella o rganisation Characteristics consumer c omplaints b oards Fully electronic Figures Conclusion. The Dutch ADR System Characteristics Umbrella Organisation.

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Consumer Complaints Boards drs. P.F.A. Moerkens MPM, director

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  1. Consumer Complaints Boards drs. P.F.A. Moerkens MPM, director

  2. The Dutch ADR SystemContents Characteristics umbrella organisation Characteristics consumer complaints boards Fully electronic Figures Conclusion

  3. The Dutch ADR SystemCharacteristics Umbrella Organisation De Geschillencommissie 50 Consumer Complaints Boards Consumer organisations Government Trade and industry

  4. The Dutch ADR SystemGrowth 1 april 2011 2005 1970 1980 1990 2000 2010

  5. Air-conditioning Aviation Building materials Building refinement Bicycles Cable television Car rentals Crèches Dry-cleaning and laundry services Driving schools Electrical goods Electronic communication services Energy and water Energy label (Real-) estate-agency Funeral services Gardening Glass, porcelain and earthenware Grooming industry Handy men and floor companies Health care (e.g. hospitals) Home furnishing Houses, newly built Information service providers Installation technicians The Dutch ADR SystemOverview • Internet shopping • Jewellery • Legal profession • Leisure • Moving firms • Nursing, normal care and home care • Opticians • Paintwork, glazingandplasterwork • Parquetfloorings • Pets and domesticanimals • Post • Private health care clinics • Private education institutes • Public transport • Rebuilding • Roofing • Selling door-to-door • Stores for construction supplies/materials • Sun screens • Taxi transport • Telecommunications • Textiles and shoes • Travel • Vehicles • Water sports

  6. The Dutch ADR SystemOverview • Air-conditioning • Aviation • Building materials • Building refinement • Bicycles • Car rentals • Crèches • Dry-cleaning and laundry services • Driving schools • Electrical goods • Energy and water • Energy label • (Real-) estate-agency • Funeral services • Gardening • Glass, porcelain and earthenware • Grooming industry • Handy men and floor companies • Health care (e.g. hospitals) • Home furnishing • Houses, newly built • Installation technicians • Internet shopping • Jewellery • Legal profession • Leisure • Moving firms • Nursing, normal care and home care • Opticians • Paintwork, glazingandplasterwork • Parquetfloorings • Pets and domesticanimals • Private health care clinics • Private education institutes • Public transport • Rebuilding • Roofing • Selling door-to-door • Stores for construction supplies/materials • Sun screens • Taxi transport • Textiles and shoes • Travel • Vehicles • Water sports Cable television Post Electronic communication services Telecommunications Information service providers

  7. The Dutch ADR SystemOverview • Aviation • Bicycles • Cable television • Car rentals • Crèches • Dry-cleaning and laundry services • Driving schools • Electrical goods • Electronic communication services • Energy and water • Energy label • (Real-) estate-agency • Funeral services • Gardening • Glass, porcelain and earthenware • Grooming industry • Health care (e.g. hospitals) • Home furnishing • Information service providers • Internet shopping • Jewellery • Legal profession • Leisure • Moving firms • Nursing, normal care and home care • Opticians • Parquetfloorings • Pets and domesticanimals • Post • Private health care clinics • Private education institutes • Public transport • Selling door-to-door • Taxi transport • Telecommunications • Textiles and shoes • Travel • Vehicles • Water sports Air-conditioning Building materials Building refinement Paintwork, glazing and plasterwork Rebuilding Roofing Stores for construction supplies/mat. Sun screens Handy men and floor companies Houses, newly built Installation technicians

  8. The Dutch ADR SystemOverview • Air-conditioning • Building materials • Building refinement • Cable television • Crèches • Dry-cleaning and laundry services • Driving schools • Electrical goods • Electronic communication services • Energy and water • Energy label • (Real-) estate-agency • Funeral services • Gardening • Glass, porcelain and earthenware • Grooming industry • Handy men and floor companies • Health care (e.g. hospitals) • Home furnishing • Houses, newly built • Information service providers • Installation technicians • Internet shopping • Jewellery • Legal profession • Leisure • Nursing, normal care and home care • Opticians • Paintwork, glazingandplasterwork • Parquetfloorings • Pets and domesticanimals • Post • Private health care clinics • Private education institutes • Rebuilding • Roofing • Selling door-to-door • Stores for construction supplies/materials • Sun screens • Telecommunications • Textiles and shoes • Travel • Water sports Aviation Bicycles Moving firms Car rentals Public transport Taxi transport Vehicles

  9. The Dutch ADR SystemOverview • Air-conditioning • Aviation • Building materials • Building refinement • Bicycles • Cable television • Car rentals • Crèches • Dry-cleaning and laundry services • Driving schools • Electrical goods • Electronic communication services • Energy and water • Energy label • (Real-) estate-agency • Funeral services • Gardening • Glass, porcelain and earthenware • Grooming industry • Handy men and floor companies • Health care (e.g. hospitals) • Home furnishing • Houses, newly built • Information service providers • Installation technicians • Internet shopping • Jewellery • Legal profession • Moving firms • Nursing, normal care and home care • Opticians • Paintwork, glazingandplasterwork • Parquetfloorings • Pets and domesticanimals • Post • Private health care clinics • Private education institutes • Public transport • Rebuilding • Roofing • Selling door-to-door • Stores for construction supplies/materials • Sun screens • Taxi transport • Telecommunications • Textiles and shoes • Vehicles Leisure Travel Water sports

  10. The Dutch ADR SystemOverview • Air-conditioning • Aviation • Building materials • Building refinement • Bicycles • Cable television • Car rentals • Dry-cleaning and laundry services • Driving schools • Electrical goods • Electronic communication services • Energy and water • Energy label • (Real-) estate-agency • Funeral services • Gardening • Glass, porcelain and earthenware • Grooming industry • Handy men and floor companies • Home furnishing • Houses, newly built • Information service providers • Installation technicians • Internet shopping • Jewellery • Legal profession • Leisure • Moving firms • Paintwork, glazingandplasterwork • Parquetfloorings • Pets and domesticanimals • Post • Private education institutes • Public transport • Rebuilding • Roofing • Selling door-to-door • Stores for construction supplies/materials • Sun screens • Taxi transport • Telecommunications • Textiles and shoes • Travel • Vehicles • Water sports Nursing, normal care and home care Opticians Crèches Private health care clinics Health care (e.g. hospitals)

  11. Three independent members Appointed by De Geschillencommissie board - Chairman is nominated by De Geschillencommissie; - One member nominated by consumers’ association; - One member nominated by trade association. Absolutely independant and impartial Recognition by: - Dutch Government: Recognition regulation 1997 (Ministry of Justice) - European Commission: Recommendation of 30 March 1998 (98/257/EG) The Dutch ADR SystemCharacteristics complaints boards

  12. The Dutch ADR SystemElectronic system Electronic workflow • Impersonal • Task driven Electronically submitting a complaint Electronic business index • Username / password • Follow the dispute • Allparticipating • companies • Search engine E-De Geschillencommissie Electronic feedback trade association Electronic binding decisions index • Uniform line of decisions • Orientation in advance • Search engine • Quality circle

  13. Complaints: 10,000 – 11,000 Website: 241,000 visits Call center: 55,500 telephone calls Average duration: 3 – 3.5 months expert report excluded 4 – 4.5 months expert report included The Dutch ADR SystemFigures

  14. Government: Infrastructure Fixed amount Business: Handling costs Less cases Less costs Consumer fee: € 25.- - € 125.- That’s it The Dutch ADR SystemFunding

  15. The Dutch ADR SystemConclusion 50 Consumer Complaints Boards • High quality • Trustfull • Uniformity • Easy accessible • Fast • Cheap

  16. A best practice commitment from government, consumer organisations, trade and industry Consumer Complaints Boards www.degeschillencommissie.nl +31 70 310 53 26

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