Germany

In Germany, EU Directive 2013/11 was transposed into national law by the Consumer Dispute Resolution Act (Verbraucherstreitbeilegungsgesetz). Section 36 of this Act sets out the information obligations for sellers.

Requirements:

• Sellers must inform consumers clearly and comprehensibly about their willingness or obligation to participate in an alternative dispute resolution procedure before a consumer arbitration board.
• If sellers are willing or obligated to participate, they must provide the name, address and website of the responsible consumer arbitration board.

Sample text to save in the Seller Portal:

„Wir sind nicht bereit, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen.”

„Wir sind verpflichtet, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen. Die zuständige Verbraucherschlichtungsstelle ist XYZ, ANSCHRIFT, WEBSITE.”

Information on the points of contact:

https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3

Austria

In Austria, EU Directive 2013/11 was transposed into national law by the Consumer Dispute Resolution Act. Section 19 of this Act sets out the information obligations for sellers.

Requirements:

• Sellers must inform consumers clearly and comprehensibly about their willingness or obligation to participate in an alternative dispute resolution procedure before a consumer arbitration board.
• If sellers are willing or obligated to participate, they must provide the name, address and website of the responsible consumer arbitration board.

Sample text to save in the Seller Portal:

„Wir sind nicht bereit, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen.”

„Wir sind verpflichtet, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen. Die zuständige Verbraucherschlichtungsstelle ist XYZ, ANSCHRIFT, WEBSITE.”

Information on the points of contact:

https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3

Poland

In Poland, EU Directive 2013/11 was transposed into national law by the Consumer Dispute Resolution Act. Article 31 of this Act sets out the information obligations of sellers.

Requirements:

• Sellers must inform consumers clearly and comprehensibly about their willingness or obligation to participate in an alternative dispute resolution procedure before a consumer arbitration board.
• If sellers are willing or obligated to participate, they must provide the name, address and website of the responsible consumer arbitration board.

Sample text to save in the Seller Portal:

“Nie jesteśmy gotowi do udziału w postępowaniu w sprawie rozstrzygania sporów przed konsumencką komisja arbitrażową.”

“Jesteśmy gotowi do udziału w postępowaniu w sprawie rozstrzygania sporów przed Stałym Polubownym Sądem Konsumenckim XYZ, ADRES, ADRES STRONY INTERNETOWEJ.”

Information on the points of contact:

https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3

Slovakia

Slovakia has implemented the EU Directive with Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes.

Requirements:

• Sellers must inform consumers of the ADR entity authorised for their product or service, including the address of the ADR entity’s website in a clear and accessible manner (legal notice).
• Sellers must inform customers in their legal notices and terms and conditions of their obligation to participate in a dispute resolution procedure before a consumer arbitration board, including the name, address and website of the board, if applicable.
• If a consumer’s complaint is rejected or remains unanswered for 30 days, the seller must inform the consumer of the arbitration board on a durable medium and inform them whether the seller will participate in the dispute resolution procedure. The Slovak Trade Inspection (SOI) may exercise supervision in the event of non-compliance with the regulations.

Sample text to save in the Seller Portal:

“Ak medzi nami a spotrebiteľom vznikne spotrebiteľský spor z kúpnej zmluvy alebo zmluvy o poskytovaní služieb, ktorý sa nepodarí vyriešiť zmierom, môžete podať návrh na mimosúdne riešenie spotrebiteľského sporu nasledujúcemu subjektu mimosúdneho riešenia spotrebiteľských sporov na Slovensku:

Slovenská obchodná inšpekcia
Bajkalská 21/A,
827 99 Bratislava 27 Slovakia,
E-mail: ars@soi.sk ; adr@soi.sk Web: www.soi.sk.“

“Okrem toho má spotrebiteľ podľa slovenského zákona č. 391/2015 Z. z. o alternatívnom riešení spotrebiteľských sporov a o zmene a doplnení niektorých zákonov k dispozícii tieto alternatívy: https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1“

Information about the contact point:

https://www.soi.sk

Czech Republic

EU Directive 2013/11 was implemented in the Czech Republic through an amendment to the Consumer Protection Act (Act No. 378/2015 Coll.), which extends Act No. 634/1992 Coll. on consumer protection.

Requirements:

• Sellers must inform consumers of the ADR entity authorised for their product or service, including the address of the ADR entity’s website in a clear and accessible manner (legal notice).
• Sellers must inform customers in their legal notices and terms and conditions of their obligation to participate in a dispute resolution procedure before a consumer arbitration board, including the name, address and website of the board, if applicable.
• If a consumer complaint remains unresolved, sellers must inform the consumer on a durable medium about the arbitration board and its involvement. Failure to comply with the regulations may result in an inspection by the Czech Trade Inspection Authority and fines.

Sample text to save in the Seller Portal:

“V případě, že dojde mezi námi a spotřebitelem ke vzniku spotřebitelského sporu z kupní smlouvy nebo ze smlouvy o poskytování služeb, který se nepodaří vyřešit vzájemnou dohodou, může spotřebitel podat návrh na mimosoudní řešení takového sporu určenému subjektu mimosoudního řešení spotřebitelských sporů, kterým je:

Česká obchodní inspekce
Ústřední inspektorát – oddělení ADR
Gorazdova 1969/24
120 00 Praha 2
Email: adr@coi.gov.cz Web: adr.coi.gov.cz“

Information about the contact point:

https://coi.gov.cz/ustredni-inspektorat/

France

France has implemented the EU Directive with the Ordonnance n° 2015-1033 du 20 août 2015 as well as the associated Décret n° 2015-1382 du 30 octobre 2015. This introduced Title I of Book VI of the Consumer Code (items L.611-1 to L.616-3) on consumer arbitration.

Requirements:

• The seller must provide access to an independent consumer arbitrator and inform consumers how to contact them, clearly indicating (legal notice) the contact details of the arbitrator (name, address, website).
• If a consumer’s complaint remains unresolved, the seller must inform them again about the responsible conciliator and the conciliation options.
• In addition, French law (Art. L-616-2) requires consumers to be informed about ADR (Alternative Dispute Resolution) for online or cross-border contracts.

Sample text to save in the Seller Portal:

“Nous sommes disposés à participer à une procédure de médiation devant XYZ, ADRESSE, SITE WEB. En cas de litige non résolu, vous pouvez saisir gratuitement le médiateur compétent.”

Information on the points of contact:

https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3

Italy

Italy implemented EU Directive 2013/11 with Legislative Decree no. 130 of 6^th August 2015, which amended the Consumer Code.

Requirements:

• Generally, sellers are not obligated to participate in an alternative dispute resolution (ADR). However, if you choose to participate in an alternative dispute resolution board, you must inform consumers of the alternative dispute resolution board you have used, giving details of that board, including its website address. This information should be clearly stated in your legal notice and in the general terms and conditions in the Seller Portal.
• If a dispute remains unresolved after the consumer’s complaint, sellers are obligated to inform the consumer (on a durable medium) of the responsible ADR body and indicate whether they, as a seller, will engage in this ADR procedure.
• In addition, Italian law requires the seller’s contact e-mail to be stated in the legal notice.

Example of the formulation to save in the Seller Portal:

“Non siamo disposti a partecipare a una procedura di risoluzione delle controversie davanti a un organismo ADR.”

“Siamo disposti a partecipare a una procedura di risoluzione delle controversie davanti a XYZ, INDIRIZZO, SITO WEB.”

Information on the points of contact:

https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3