19-20, November, 2014

ECCGECCG 2 ONLINE DISPUTE RESOLUTION PLATFORM (ODR) Olivier Micol Head of Unit Financial services and Redress

ECCGECCG 3 Main activities Expert group meetings (4 in 2012 and 7 in 2013, ongoing for 2014) Two testing phases (October 2013 and June 2014) One official test (25 & 27 November 2014) Accessibility Interoperability Prototyping and dry run

ECCGECCG 4 07/2013: Entry in force of the ADR Directive and the ODR Regulation 06/2014: ODR Dry Run 1 by Technical Experts 11/2014: ODR Dry Run 2 Large scale to public and stakeholders 2015 Interoperability with national platforms. Setup of Helpdesk. Improve usability. 01/2016 Official launch of the ODR system

ECCGECCG 5 Overview of functionalities (1/2) A complaint form for consumers and traders (easy to fill, multilingual and accessible by everyone) A specific tool to find the trader details Allow complainant and respondent to identify and find an agreement on the competent ADR entity Allow complainant and respondent to follow-up their cases with a personal dashboard Allow the ADR entities to manage the cases received

ECCGECCG 6 Overview of functionalities (2/2) Help function (guidance and ODR contact points) Allow ODR contact points to follow-up and answer questions raised by the users Translation facilities for all the parties Feedback form Static pages to provide general information and guidance for the users Reporting and statistical data Registration and management of the ADR entities

ECCGECCG 7 ODR entry page

ECCGECCG 8 ODR public website

ECCGECCG 9 ODR public website : get help

ECCGECCG 10 Step by step complaint form for consumers and traders

ECCGECCG 11 A guidance for consumers and traders to check where they are in the process

ECCGECCG 12 ODR complaint overview (for consumers and traders)

ECCGECCG 13 THANK YOU!