What is the ODR platform
The ODR platform is an interactive website offering a single point of entry to consumers and traders seeking to resolve disputes out-of-court which have arisen from online
transactions.
ODR offers a simple, efficient, fast and low-cost out-ofcourt solution to disputes arising from online transactions for consumers and traders in the EU, Norway, Iceland or Liechtenstein.
The European Online Dispute Resolution (ODR) platform is provided and supported by the European Commission, and can be used in all EU languages, Icelandic and Norwegian.
ODR platform can be used to find the best solution for consumer disputes, either by discussing a solution directly with a trader concerning the problem or by agreeing on a dispute resolution body to handle the case.
Access to ODR platform
Traders in EU, Norway, Iceland and Liechtenstein, engaged in online sales or service
contracts, have the following obligations:
a) make publicly available on their websites, their e-mail address,
b) provide information about the possibility of having recourse to an out-of-court complaint and redress mechanism and provide an electronic link to the website of the ODR platform.
Each Member State has designated one ODR contact point that provides support to the resolution of disputes relating to complaints submitted through the ODR platform.
ODR Contact points, under request, provide assistance with the submission of the complaints, general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point, information on the functioning of the ODR platform and information of other means of redress when a dispute cannot be resolved through the ODR platform.
In Greece, national ECC has been designated as the ODR contact point for the ODR platform.
Within ODR platform, you can find a complete list of ODR Contact Points for all the countries.
Contact Information of Contact Point of Greece
144 Alexandras Ave., 11471 Athens, Greece
Tel: +30 2106460284
Fax: +30 2106460784
E-mail: info@eccgreece.gr
Web: via ODR platform
Procedure of the platform
Consumers can only use the ODR platform if:
- reside in an EU country or in Norway, Iceland or Liechtenstein,
- the trader is based in an EU country or in Norway, Iceland or Liechtenstein,
- their complaint is about a good or service they bought online.
In Greece, traders are not eligible for complaining against consumers.
Consumers may use the ODR platform in two ways:
Consumers who would like to solve the dispute directly with the trader, make a request for direct talk, namely, the direct talks allow consumers and traders to settle a dispute bilaterally through the ODR platform.
Consumers start by completing a complaint form.
The ODR platform will notify the trader of consumer’s request. If the trader is willing to communicate, he will be able to exchange messages directly with the consumer, sending attachments such as product photos and scheduling an online meeting.
Consumer has 90 days to reach an agreement with the trader. In the meanwhile, anyone of the two parties (consumer and trader) may withdraw from direct talks at any time. Furthermore, the trader may also propose a list of dispute resolution bodies to use instead of finding a solution directly. In this case, the two parties have 30 days to agree on a dispute resolution body or the case will be closed on the platform (see procedure B below).
If the trader refuses consumer’s request outright, either party withdraws from the process, or 90 days has passed with no result, the case will be closed and the consumer has the following alternative options: a) try to find a solution with the help of a dispute resolution body within ODR platorm. In this case, the consumer will have an additional 30 days to agree with the trader on an approved dispute resolution body to handle the case (see procedure B below), or b) try a different dispute resolution tool (e.g. ECC-net).
Consumers can use the ODR platform to solve their problem with the help of an approved dispute resolution body. A dispute resolution body is a neutral third party that helps consumers and traders solve disputes in a non-confrontational way. They are usually less expensive and quicker than going to court.
Consumers start by completing a complaint form.
The ODR platform will notify the trader of consumer’s complaint. If the trader agrees to use the ODR process then the two parties will have to agree on a dispute resolution body to handle their case. The trader will propose a list of dispute resolution bodies and then the consumer can choose one or request a new list.
Consumer has 30 days to agree with the trader on a dispute resolution body to handle the case.
If the two parties are unable to agree on a dispute resolution body in time or the trader ignores the complaint, then the case will by closed in the ODR platform and the consumer may can try a different dispute resolution tool, outside the ODR platform (e.g. ECC-net).
ODR Contact Points
Each Member State has designated one ODR contact point that provides support to the resolution of disputes relating to complaints submitted through the ODR platform.
ODR Contact points, under request, provide assistance with the submission of the complaints, general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point, information on the functioning of the ODR platform and information of other means of redress when a dispute cannot be resolved through the ODR platform.
In Greece, national ECC has been designated as the ODR contact point for the ODR platform.
Within ODR platform, you can find a complete list of ODR Contact Points for all the countries.
Contact Information of Contact Point of Greece
144 Alexandras Ave., 11471 Athens, Greece
Tel: +30 2106460284
Fax: +30 2106460784
E-mail: info@eccgreece.gr
Web: via ODR platform
Information Leaflets
Legislation on ADR/ODR
- Directive 2013/11/EU of the European Parliament and of the Council on alternative dispute resolution for consumer disputes.
- Regulation 524/2013/EU of the European Parliament and of the Council on online dispute resolution for consumer disputes.
- Implementing Regulation (EU) 2015/1051 on the modalities for the exercise of the functions of the online dispute resolution platform, on the modalities of the electronic complaint form and on the modalities of the cooperation between contact points provided for in Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes.
- Joint Ministerial Decision 70330οικ/09.07.2015 (ΦΕΚ Β’ 1421/09.07.2015) (in Greek language) “Implementaion of the Directive 2013/11/EU on alternative dispute resolution for consumer disputes and additional national measures for the application of Regulation 524/2013/EU on online dispute resolution for consumer disputes”.
Dispute resolution bodies
The dispute resolution bodies listed on ODR platform all offer out-of-court settlement procedures. They have all been approved for quality standards relating to fairness, efficiency and accessibility.
Each dispute resolution body has its own rules and procedures. They’re usually quicker and cheaper than going to court.
ADR bodies in Greece
- Independent Authority “Consumer’s Ombudsman” competent for disputes in all sectors.
- Hellenic Ombudsman for banking-investment services competent for disputes in fiancial services sector.
- ADR Point – Alternative Dispute Resolution Centre competent for disputes in all sectors.
- European Institute for Conflict Resolution competent for disputes in all sectors.
- Institute for Alternative Dispute Resolution – startADR competent for disputes in all sectors.
- ODR Platform
What is the ODR platform
The ODR platform is an interactive website offering a single point of entry to consumers and traders seeking to resolve disputes out-of-court which have arisen from online
transactions.ODR offers a simple, efficient, fast and low-cost out-ofcourt solution to disputes arising from online transactions for consumers and traders in the EU, Norway, Iceland or Liechtenstein.
The European Online Dispute Resolution (ODR) platform is provided and supported by the European Commission, and can be used in all EU languages, Icelandic and Norwegian.
ODR platform can be used to find the best solution for consumer disputes, either by discussing a solution directly with a trader concerning the problem or by agreeing on a dispute resolution body to handle the case.
Access to ODR platform
Traders' obligationsTraders in EU, Norway, Iceland and Liechtenstein, engaged in online sales or service
contracts, have the following obligations:a) make publicly available on their websites, their e-mail address,
b) provide information about the possibility of having recourse to an out-of-court complaint and redress mechanism and provide an electronic link to the website of the ODR platform.
ODR Contact PointEach Member State has designated one ODR contact point that provides support to the resolution of disputes relating to complaints submitted through the ODR platform.
ODR Contact points, under request, provide assistance with the submission of the complaints, general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point, information on the functioning of the ODR platform and information of other means of redress when a dispute cannot be resolved through the ODR platform.
In Greece, national ECC has been designated as the ODR contact point for the ODR platform.
Within ODR platform, you can find a complete list of ODR Contact Points for all the countries.
Contact Information of Contact Point of Greece
144 Alexandras Ave., 11471 Athens, Greece
Tel: +30 2106460284
Fax: +30 2106460784
E-mail: info@eccgreece.gr
Web: via ODR platform
- How it works
Procedure of the platform
Consumers can only use the ODR platform if:
- reside in an EU country or in Norway, Iceland or Liechtenstein,
- the trader is based in an EU country or in Norway, Iceland or Liechtenstein,
- their complaint is about a good or service they bought online.
In Greece, traders are not eligible for complaining against consumers.
Consumers may use the ODR platform in two ways:
A) Contact the trader to resolve the dispute directlyConsumers who would like to solve the dispute directly with the trader, make a request for direct talk, namely, the direct talks allow consumers and traders to settle a dispute bilaterally through the ODR platform.
Consumers start by completing a complaint form.
The ODR platform will notify the trader of consumer’s request. If the trader is willing to communicate, he will be able to exchange messages directly with the consumer, sending attachments such as product photos and scheduling an online meeting.
Consumer has 90 days to reach an agreement with the trader. In the meanwhile, anyone of the two parties (consumer and trader) may withdraw from direct talks at any time. Furthermore, the trader may also propose a list of dispute resolution bodies to use instead of finding a solution directly. In this case, the two parties have 30 days to agree on a dispute resolution body or the case will be closed on the platform (see procedure B below).
If the trader refuses consumer’s request outright, either party withdraws from the process, or 90 days has passed with no result, the case will be closed and the consumer has the following alternative options: a) try to find a solution with the help of a dispute resolution body within ODR platorm. In this case, the consumer will have an additional 30 days to agree with the trader on an approved dispute resolution body to handle the case (see procedure B below), or b) try a different dispute resolution tool (e.g. ECC-net).
B) Get a dispute resolution body to solve the disputeConsumers can use the ODR platform to solve their problem with the help of an approved dispute resolution body. A dispute resolution body is a neutral third party that helps consumers and traders solve disputes in a non-confrontational way. They are usually less expensive and quicker than going to court.
Consumers start by completing a complaint form.
The ODR platform will notify the trader of consumer’s complaint. If the trader agrees to use the ODR process then the two parties will have to agree on a dispute resolution body to handle their case. The trader will propose a list of dispute resolution bodies and then the consumer can choose one or request a new list.
Consumer has 30 days to agree with the trader on a dispute resolution body to handle the case.
If the two parties are unable to agree on a dispute resolution body in time or the trader ignores the complaint, then the case will by closed in the ODR platform and the consumer may can try a different dispute resolution tool, outside the ODR platform (e.g. ECC-net).
- ODR Contact Points
ODR Contact Points
Each Member State has designated one ODR contact point that provides support to the resolution of disputes relating to complaints submitted through the ODR platform.
ODR Contact points, under request, provide assistance with the submission of the complaints, general information on consumer rights in relation to sales and service contracts which apply in the Member State of the ODR contact point, information on the functioning of the ODR platform and information of other means of redress when a dispute cannot be resolved through the ODR platform.
In Greece, national ECC has been designated as the ODR contact point for the ODR platform.
Within ODR platform, you can find a complete list of ODR Contact Points for all the countries.
Contact Information of Contact Point of Greece
144 Alexandras Ave., 11471 Athens, Greece
Tel: +30 2106460284
Fax: +30 2106460784
E-mail: info@eccgreece.gr
Web: via ODR platform
- Leaflets
Information Leaflets
- Legislation
Legislation on ADR/ODR
- Directive 2013/11/EU of the European Parliament and of the Council on alternative dispute resolution for consumer disputes.
- Regulation 524/2013/EU of the European Parliament and of the Council on online dispute resolution for consumer disputes.
- Implementing Regulation (EU) 2015/1051 on the modalities for the exercise of the functions of the online dispute resolution platform, on the modalities of the electronic complaint form and on the modalities of the cooperation between contact points provided for in Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes.
- Joint Ministerial Decision 70330οικ/09.07.2015 (ΦΕΚ Β’ 1421/09.07.2015) (in Greek language) “Implementaion of the Directive 2013/11/EU on alternative dispute resolution for consumer disputes and additional national measures for the application of Regulation 524/2013/EU on online dispute resolution for consumer disputes”.
- ADR bodies
Dispute resolution bodies
The dispute resolution bodies listed on ODR platform all offer out-of-court settlement procedures. They have all been approved for quality standards relating to fairness, efficiency and accessibility.
Each dispute resolution body has its own rules and procedures. They’re usually quicker and cheaper than going to court.
ADR bodies in Greece
- Independent Authority “Consumer’s Ombudsman” competent for disputes in all sectors.
- Hellenic Ombudsman for banking-investment services competent for disputes in fiancial services sector.
- ADR Point – Alternative Dispute Resolution Centre competent for disputes in all sectors.
- European Institute for Conflict Resolution competent for disputes in all sectors.
- Institute for Alternative Dispute Resolution – startADR competent for disputes in all sectors.
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