Complaints

Complaints and startADR's ODR4ALL platform

On the startADR ODR4ALL platform, consumer complaints against merchants, which have arisen in the context of the electronic sale of goods or services, are submitted for resolution.

These complaints may concern:

Consumer goods

Education

Energy and water supply

Financial services

General services to the consumer

Health

Recreational services

Postal services and electronic communications

Transportation services

Resolution process

1. The complaint is submitted electronically to the ODR4ALL platform of startADR by the consumer. The complaint is then forwarded to the trader - business to which the complaint relates, so that it can also submit its written explanations.

2. Once both parties (consumer and merchant) have taken a position on the dispute, startADR then proposes a solution to the parties, which, however, is not binding. The parties can voluntarily, that is, of their own free will, comply.

3. In case one or both of the parties are not satisfied with the startADR proposal, then they can request the assignment of the resolution of their dispute to a mediator and the initiation of the electronic mediation process. In this case, the resolution of the dispute is done with the help of a neutral third party, the mediator. The mediator, who is experienced and specialized in the electronic resolution of consumer disputes, will help the parties to reach a joint agreement. The latter, because it will be the result of their own will, is therefore most likely to be implemented in practice by the parties without the need to resort to justice.

4. In any case, the parties retain their right to appeal to the competent courts for the judicial resolution of their dispute. This can be done at any stage, from the submission of the consumer complaint to after the electronic mediation process, if it takes place.

However, electronic dispute resolution is most often preferred by the parties, as it offers a number of advantages:

  • Faster dispute resolution
    The resolution occurs in just a few days.
    On the contrary, the judicial route entails lengthy legal battles with an uncertain outcome.
  • Extremely low cost
    For the consumer, the process is offered completely free of charge.
    The merchant/business pays a low cost depending on the type, value of the dispute and the procedure to be followed (electronic dispute resolution or electronic mediation).
    On the contrary, legal battles entail large costs for all parties, such as: legal costs, attorneys' fees, court expenses, bailiffs, etc.
  • Effectiveness
    The solution proposed by startADR or agreed upon by the parties with the help of the mediator takes into account the interests of both parties and best serves their needs.
    On the contrary, the court decision applies and interprets the legislation provided for each time. The interests and needs of the parties are not taken into account at all.
  • Trust/Reputation
    The consumer's trust in the merchant/business is restored.
    The reputation of the merchant/business is not affected.
    On the contrary, resorting to justice undermines the relationship between consumer and business. The possibilities of future cooperation are non-existent. At the same time, the reputation of the business is also undermined in relation to other consumers. The publicity of the dispute and, possibly, the fines, irreparably damage the good reputation and consequently the business's clientele.