THE ONLINE DISPUTE RESOLUTION (ODR) PLATFORM
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1 THE ONLINE DISPUTE RESOLUTION (ODR) PLATFORM Presentatin t IMCO 1 Brussels, 3 March 2015
2 THE LEGISLATION Directive 2013/11/EU n cnsumer ADR Member States have t transpse the ADR Directive by 9 July 2015 Regulatin (EU) N 524/2013 n cnsumer ODR The ODR platfrm will becme peratinal n 9 January 2016 The ODR platfrm is designed n the basis f the legal texts. 2
3 TESTING OF THE ODR PLATFORM Why? Freseen by ODR Regulatin Feedback frm stakehlders imprtant When and where? 25 and 27 Nvember at the Cmmissin premises Wh? 120 participants: ADR/ODR experts appinted by Member States, cnsumer representatives, trader (including SMEs) representatives, the Eurpean Disability Frum 3
4 TESTING OF THE ODR PLATFORM: FEEDBACK Overall psitive feedback by participants: abut 70% rated their verall impressin f ODR platfrm with 4 (5 being the highest) Platfrm easy t use and navigate Infrmatin clear and easy t understand Cmplaint frm easy t submit Als cnstructive suggestins fr further imprvements Make next steps & histry f case clearer Imprve exchange f messages Imprve dashbards fr ADR entities & ODR cntact pints Optimise quality f translatin 4
5 FOLLOW UP TO THE TESTING Cntinue with technical develpment, als in light f the cmments received Review dashbards Imprve accessibility Wrk n cmplaints submitted by traders against cnsumers "Train" machine translatin t imprve quality Perfrm further testings in
6 Backgrund 6
7 ADR DIRECTIVE Objectives Full ADR cverage Binding quality requirements fr ADR entities and prcedures Infrmatin bligatins fr traders t cnsumers Respects versatility f ADR prcedures in Member States and respects their legal traditins (e.g. fees, funding, trader's adherence t ADR and nature f decisins) 7
8 ODR REGULATION Objectives Establish an EU wide nline platfrm (ODR platfrm) Facilitate the nline reslutin between EU cnsumers and traders f cntractual disputes cncerning gds/services bught nline User friendly, accessible fr all and available in all EU fficial languages One ODR cntact pint per Member State t prvide supprt Infrmatin bligatins fr traders 8
9 WHAT HAS BEEN DONE? ODR Expert Grup meetings Natinal ADR/ODR experts, Cnsumer and business representatives (BEUC and BusinessEurpe) and the Eurpean Disability Frum IMCO Secretariat and Secretariat f the Cuncil ODR Cmmittee meetings Member States' representatives t adpt a draft act implementing sme Articles f the ODR Regulatin Testing with stakehlders 9
10 TRANSLATION Infrmatin pages and drp-dwn menus translated by Cmmissin services Autmatic translatin tl Autmatic detectin f riginal language Quality depends n pair f languages and drafting Onging prcess: feeding the translatin tl "Human" translatin Outcme reached by ADR entity translated upn request by the parties 10
11 FUNDING THE ODR PLATFORM Cnsumer Prgramme ( ) Technical develpment "Human translatin" f utcme Cnnecting Eurpe Facility fr Telecms ( ) Technical supprt Interperability Maintainance 11
12 Hw the ODR platfrm wrks: a quick glance 12
13 ACTORS IN THE ODR PLATFORM Fur actrs Cnsumers Traders ADR entities (e.g. mediatin, cnciliatin, arbitratin, mbudsmen) ODR cntact pints 13
14 FOUR STEPS TO SOLVE A DISPUTE Submit yur cmplaint nline Find agreement n ADR entity 1. Trader sends ADR prpsal 2. Cnsumer selects ADR entity Outcme & Clsure Need help? Cntact ODR cntact pint Parties agree n ADR entity Case handling by ADR entity ADR entity Case clsed 14
15 QUESTIONS & ANSWERS 15
16 TODAY'S LIVE PRESENTATION Versin f the platfrm: as in Nvember's test Scenari f the day: C2B dispute Special user prfiles fr tday's test 16
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