ODR telematic platform

If the problem concerns a product or service purchased online, Consumers can file a complaint via the ODR platform, managed by the European Commission. The ADR entities operating in the European Union, Norway, Iceland and Liechtenstein are registered on the ODR platform.

ODR is the acronym of "Online Dispute Resolution", an English term which indicates the "Online Dispute Resolution". The matter is governed by Regulation (EU) no. 524/2013 of the Parliament and of the Council of 21 May 2013. It is an electronic platform through which the Consumer who has encountered problems in the online purchase of a good or a service can activate an online out-of-court settlement procedure of the dispute.

To resolve a dispute through the ODR procedure, the Consumer must:

1. connect to the ODR telematic platform, managed by the European Commission, at the web address

https://webgate.ec.europa.eu/odr;

2. choose the ADR body to contact to resolve the dispute;

3. activate the relative procedure.

The web address of the ODR platform must also be accessible from the website of the Professional with whom the Consumer has stipulated the contract for the purchase of goods or services online.

Within the platform, Consumers and Professionals can interact in all official EU languages (for example, to submit complaints or receive notifications) thanks to an automatic translation tool for free text communications. However, the parties may request that the results of the ADR procedure be translated by a professional translator.

The platform identifies the ADR bodies competent to deal with the case and refers the dispute to the ADR body agreed by the parties. ADR entities can use the platform's case management system to carry out the entire ADR procedure online. The platform provides precise deadlines to guarantee the speed of the procedure.

European Consumer Center ECC-NET

If the good or service was purchased abroad, in the European Union, Norway or Iceland, in case of problems, the consumer can contact the European Consumer Center (ECC-Net).

The matter is governed by art. 141-sexies, paragraph 5, of the Consumer Code.

The European Consumer Center Italy is part of a network set up by the European Commission, called ECC-Net, made up of national bodies designated by each State and approved by the Commission itself.

The ECC-Net is a network of Organizations that provides free assistance and advice to Consumers on their cross-border purchases, both online and through local offices. ECC-Net Italia is operational with two offices: a central one in Rome (Adiconsum) and one in Bolzano (CTCU).

The National Center of the European Consumer Network (ECC-Net) has been designated as “ODR contact point pursuant to art. 7 of Regulation (EU) 524/2013" for the performance of functions such as "assistance for the presentation of the complaint and, if necessary, the relevant documents (...) the transmission of information on the functioning of the ODR platform (...) the providing the complainant party with information on other remedies if a dispute cannot be resolved via the ODR platform”. The European Consumer Center Italy is co-financed by the European Commission and the Ministry of Economic Development which also acts as a "single point of contact" with the European Commission.