Alternative dispute resolution (ADR) involves impartial, out-of-court bodies, such as conciliators, mediators, arbitrators, the ombudsmen and complaints boards, helping consumers and companies resolve issues amicably, in a fair and low-cost manner.

The agreed rules aim to modernise the existing ADR rules for the digital economy, making it easier to resolve cross-border disputes and streamlining procedures for both consumers and businesses.

Scope and third-country traders

The agreed rules clarify the scope of the ADR framework to consumer rights disputes stemming from a contract, including issues that occur before the contract (e.g. advertising and information provision) and after it ends (e.g. use of digital content).

Considering that 2 out of 5 online transactions made by EU consumers are with traders established in third countries, the agreement allows for such traders to participate in ADR procedures as well.

Boosting participation and ensuring trader accountability

Unless…