The ODR Platform is an interactive, multilingual free web site which permits consumers and traders from the EU to resolve national and European (EU + Norway + Iceland + Liechtenstein) out-of-court disputes related to online purchases.
The procedure involves the channelling of the disputes to the Alternative Dispute Resolution bodies (ADR) who are connected to the Platform, aiming to resolve the controversy through arbitration or mediation, thereby avoiding court proceedings.
Businesses and traders who offer their products and services online are obliged to include an easily accessible link to the ODR Platform on their web page. They must also provide their e-mail addresses.
The European Consumer Centre for Spain (ECC ES), attached to the AECOSAN, is the ODR Platform Contact Point in Spain. Our function is to provide information with respect to the use of the ODR platform, but in no event, do we influence the process.
The ODR platform allows the parties to submit claims by filling in an electronic form available in all the official EU languages (and in Norwegian and Icelandic) and offers them the option to attach the relevant documents.
The creation and development of the online dispute resolution Platform is set out in Regulation (EU) 524/2013 of the European Parliament and the Council.