1. Alternative Dispute Resolution – Online Dispute Resolution for consumers disputes European Parliament, IMCO Committee 20 December 2011 © iStockphoto.com / Josh Rinehults © European Union, 2011 © iStockphoto.com / Sean Locke

2. Alternative Dispute Resolution: proposal Universal coverage Quality principles Clear information to consumers Monitoring © iStockphoto.com / endopack © European Union, 2011

3. Online Dispute Resolution: proposal For cross-border e-commerce Single web-based platform In your language Clear information to consumers © iStockphoto.com / Sean Locke © European Union, 2011

4. Cross-border e-commerce in the EU CONSUMER DISPUTES IN THE SINGLE MARKET ADR Entities ODR Platform All domestic and cross-border transactions (online / offline) © iStockphoto.com / Sean Locke Resolution of the consumer dispute © European Union, 2011 Traders inform consumers on ADR and ODR Full ADR coverage (ADR Dir. Art. 5) ADR quality principles (ADR Dir. Artt. 6 to 9) © iStockphoto.com / endopack© iStockphoto.com / Sean Locke

5. Cross-border e-commerce in the EU ADR Entities ODR Platform -All ADR entities electronically registered with platform -Information on ADR entities -Complaint form in all EU languages Resolution of the consumer dispute CONSUMER DISPUTES IN THE SINGLE MARKET Defines information of complaint form Submission of a complaint (ODR Reg. Art. 7) Put in contact the parties Proposes 1/+ competent ADR entities Processing of a complaint (ODR Reg. Art. 8) Transmission of a complaint (ODR Reg. Art. 8) If agreement by parties, automatic transmission of complaint ADR entity apply its own RoP Dispute resolution within 30 days (ODR Reg. Art. 9(b) ) Network of ODR facilitators Complainant accesses platform’s website