1. Lithuanian Presidency Event: "Priority Trends of the Consumer Protection in the EU" Panel 3: "ADR and ODR in cross-border and online disputes – practical examples" Christoph Decker DG SANCO/B4 Vilnius, 3 October 2013

2. Directive 2013/11/EU on consumer ADR 2 "Article 5 Access to ADR entities and ADR procedures 1.[…] 2.Member States shall ensure that ADR entities: […] (e) accept both domestic and cross-border disputes, including disputes covered by Regulation (EU) No 524/2013; and […]"

3. Directive 2013/11/EU on consumer ADR 3 "Article 14 Assistance for consumers 1.Member States shall ensure that, with regard to disputes arising from cross-border sales or service contracts, consumers can obtain assistance to access the ADR entity operating in another Member State which is competent to deal with tehir cross-border dispute. 2.Member States shall confer responsibility for the task referred to in paragraph 1 on their centres of the European Consumer Centre Network, on consumer organisations or on any other body."

4. Regulation (EU) No 524/2013 on consumer ODR The ODR platform (simplified schema) 4

5. Web-based electronic platform, accessible in all official EU languages Online complaint form Information Identification of competent ADR entities Facilitation of agreement on competent ADR entity Transmission of complaints to competent ADR entity Translation Case-management tool (optional) Feedback system ADR entity European ODR PLATFORM

6. Submission of complaint Information on complaint Complainant party Respondent party Competent ADR entity Transmission Agreement on ADR entity Facilitation

7. ODR PLATFORM Complainant party Respondent party ADR entity Case Management Tool

8. Regulation (EU) No 524/2013 on consumer ODR 8 The ODR contact points Designation Appointed by Member States Minimum 2 ODR advisors per contact point Functions may be restricted to cross-border cases Tasks Assisting with the complaint submission Providing information on consumer rights Providing information about the ODR platform Explaining the rules of procedure of the ADR entities Informing about other means of redress Reporting to the Commission every 2 years

9. Regulation (EU) No 524/2013 on consumer ODR 9 Consumer Information Online traders and online marketplaces established in the EU to inform consumers about the ODR platform by providing an easily accessible link to it on their websites Online traders that are obliged or committed to use ADR to inform consumers about the possibility to use ODR platform on their websites, in e-mails and (where applicable) in general terms and conditions

10. Q&A 10 Thank you for your attention!