24,000 consumers used new European ODR platform in first year

27/03/2017

More than 24,000 consumer complaints were lodged via the new European ODR platform, according to figures released by the European Commission to mark the platform’s first year anniversary.
 
The Online Dispute Resolution (ODR) platform  was launched by the Commission on February 15th, 2016, with the aim of helping consumers, and traders, settle disputes faster, cheaper, and out-of-court.
 
According to a release published recently by the Commission, out of the 24,000 complaints lodged by consumers using the ODR platform, more than a third of these complaints concerned cross-border purchases within the EU. Most complaints were about clothing and footwear, airline tickets, and information and communication technology goods.
 
Speaking about the ODR platform, Věra Jourová, Commissioner for Justice, Consumers and Gender Equality, said: “While we are still in an early phase of this new tool, we can already say that the Online Dispute Resolution platform has been well received by consumers. We also see that the mere fact of a consumer using the platform often is incentive enough for traders to resolve the dispute. We are giving consumers a practical tool to help them benefit from their rights in practice. On the other side, traders also have a lot to gain from this platform and should use it more. Particularly for online traders it is essential to be seen as reliable by potential consumers. Using this tool will help them earn consumer trust, whilst providing them with a simple and fast way of resolving disputes.”
 
The next step for the Commission is to prepare detailed report on the functioning of the platform towards the end of 2017. It is also planning further activities in 2017 to engage more traders and to further promote the platform amongst consumers. The Commission will also further improve the platform’s user-friendliness and monitor whether traders comply with their obligation to put a link to the platform on their website.
 
Further details and information on Online Dispute Resolution (ODR) is available from the European Consumer Centre Ireland