Consumer mediation for cross-border disputes

Concordia et Ius is an ADR body accredited to the official lists and registered on the European Commission's ODR platform. It manages national and cross-border consumer disputes between EU consumers and professionals, including online dispute resolution.

Who we are and European accreditations

The Organization is accredited as a consumer ADR provider pursuant to the Consumer Code and Directive 2013/11/EU, and is included in the national list of ADR entities recognized by the competent authorities. Thanks to this registration, the Organization is also recognized at European level and made visible to consumers and professionals in the Union through the information tools and the ODR platform developed by the European Commission for the out-of-court resolution of consumer disputes. The Organization was notified by the Ministry of Business and Made in Italy to the European Commission and is included in the official list of ADR entities connected to European consumer dispute resolution tools, including the ODR platform.

What is meant by cross-border consumer disputes?

Cross-border consumer disputes are those involving a consumer and a trader established in different Member States, often arising from online contracts for the purchase of goods or the use of digital or traditional services. This area is regulated by the so-called "ADR-ODR package," which includes the Directive on Alternative Dispute Resolution (ADR) and the Regulation on Online Dispute Resolution (ODR). The ECC-Net network provides information and guidance to consumers making cross-border purchases within the European Union.

Types of disputes handled

The main disputes dealt with concern:

• e-commerce purchases of goods and services;
• digital services;
• telecommunications, energy and water services;
• transport;
• other supplies of goods or services that have a cross-border element between Member States.

The Body manages both purely domestic disputes and cross-border disputes between consumers and professionals established within the European Union, regardless of the nationality of the parties involved.

How the procedure works

The ADR procedure for consumer matters can be conducted either in person at the Organization's offices or electronically via videoconference, digital document exchange, or certified email (PEC), in accordance with the regulations governing consumer mediation.

1. Submit your mediation request, either online or by certified email, specifying the parties, the essential facts, and any relevant documentation.
2. The Secretariat will verify the admissibility and completeness of the application, informing the parties of the initiation of the ADR procedure and the applicable conditions.
3. Appointment of a mediator specializing in consumer matters, selected from among the professionals registered in the dedicated register and trained in accordance with the requirements of the law and internal regulations.
4. Meetings, held online or in person, are aimed at reaching an agreement. At the end, the mediator can formalize a proposal or acknowledge the agreement reached by the parties.

How to Start Mediation

Consumers and professionals can directly use the forms already available on the website by connecting to the dedicated pages "Start Consumer Mediation" and "Join Consumer Mediation," as well as the "Forms" section, where updated forms and operating instructions can be found. In line with European information requirements, it is specified that the parties can access out-of-court dispute resolution through an ADR entity notified to the competent authorities, and that the mediation request must include the parties' identification data, the subject of the dispute, and the essential documentation supporting the complaint.

Costs and guarantees for the Consumer

The page dedicated to Consumer ADR compensation clarifies that the procedure entails a very low or at least moderate cost for the Consumer, while for Professionals and Prosumers, predetermined amounts are established, making the cost of the procedure predictable and easily plannable. Furthermore, the independence, impartiality, transparency, and quality of the procedure are guaranteed, thanks also to monitoring by the competent Authority and the Organization's registration in recognized national and European ADR lists, protecting both Consumers and economic operators.

Expert Mediators in Consumption and Specialized Training

Procedures are entrusted to mediators registered in a special register for consumer matters, who have undergone and continue to undergo specialized training in managing consumer complaints and professional relationships. This expertise allows them to adequately handle even complex disputes, for example in sectors regulated by independent authorities such as telecommunications, energy, and transportation, in coordination with the tools provided by sector regulations.

Come and present your Mediation

Consumers and businesses can submit a request for mediation by completing the Consumer Mediation Initiation form and submitting it via certified email, email, post, or delivery to the Organization's offices, following the instructions on the dedicated pages. The online service and its connection to European dispute resolution tools also allow for mediation proceedings arising from online purchases, easily and accessible from every Member State.