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HomeInformation gathering for assisting the Commission in complying with its obligation under Article 26 (“reporting”) of the ADR Directive and Article 21 (“reporting”) of the ODR Regulation
Final report
Information gathering for assisting the Commission in complying with its obligation under Article 26 (“reporting”) of the ADR Directive and Article 21 (“reporting”) of the ODR Regulation
Final report
Publication metadata
The study collects evidence, from a legal and economic view point, which has been key for: the ADR/ODR Application report which focuses on the implementation of the ADR Directive across the EU, best practices and recommendations to improve the ADR framework; the evaluation of the ADR Directive; and the Impact Assessment accompanying the legislative proposal to amend the current ADR framework. The study examines how the ADR/ODR system copes with the evolution of consumer markets and its potential difficulties or shortcomings notably from arising trends in the digital sphere (massive increase in online trade, huge market share of online travel booking services, emergence of non-EU based marketplaces, etc.) and changed consumer expectations, for example regarding speed and cost of treatment of complaints and disputes in case of the substantial increase of COVID-19 claims, energy-related claims due to the energy crisis and the impact of Brexit on ADR. It looks into what is working well and is appreciated by the different categories of stakeholders, but also weaknesses flagged in previous Commission reports (e.g. 2019 Commission report ) and during the two ADR Assemblies and other weaknesses that would emerge from the collected data (desk review, case studies and interviews) related to low trader participation in ADR, ADR awareness and understanding, the limited scope of the ADR directive, accessibility issues to ADR especially to resolve cross-border disputes, the rare use of collective ADR, the inefficiencies of the EU ODR platform and hindrances to vulnerable consumers.
- Published:
- Corporate author(s): CSES , Directorate-General for Justice and Consumers (European Commission) , Tetra Tech , VVA
- Themes: Justice and home affairs
- Subject: alternative dispute resolution , consumer protection , electronic commerce , Internet site , provision of services , regulation (EU) , report , single market , trade dispute
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| ISSN | ISBN 978-92-68-07949-2 | DOI 10.2838/15448 | Catalogue number DS-03-23-402-EN-N |
- Released on EU Publications:
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