ODR Telematic Platform

If the problem concerns a product or service purchased online, Consumers can file a complaint through the ODR platform, managed by the European Commission. The ODR platform includes ADR bodies operating in the European Union, Norway, Iceland and Liechtenstein.

ODR is the acronym for “Online Dispute Resolution”, an English term that indicates “Online dispute resolution”. The matter is governed by Regulation (EU) no. 524/2013 of the Parliament and of the Council of 21 May 2013. It is an electronic platform through which the Consumer who has encountered problems in the online purchase of a good or service, can activate an online procedure for extrajudicial resolution of the dispute.

To resolve a dispute through the ODR procedure, the Consumer must:

1. connect to the ODR telematic platform, managed by the European Commission, at the web address: Online dispute resolution

2. choose the ADR body to contact to resolve the dispute;

3. activate the relevant procedure.

The web address of the ODR platform must also be reachable from the website of the Professional with whom the Consumer has stipulated the contract for the purchase of goods or services online.

Within the platform, Consumers and Professionals can interact in all official EU languages (for example, to submit complaints or receive notifications) thanks to an automatic translation tool for free text communications. However, the parties may request that the results of the ADR procedure be translated by a professional translator.

The platform identifies the ADR Bodies competent to deal with the case and refers the dispute to the ADR Body agreed by the parties. The ADR Bodies can use the platform's case management system to carry out the entire ADR procedure online. The platform provides precise deadlines to ensure the speed of the procedure.

European Consumer Centre ECC-NET

If the product was purchased abroad, in the European Union, Norway or Iceland, in case of problems, the consumer can contact the European Consumer Centre (ECC-Net).

The matter is governed by art. 141-sexies, paragraph 5, of the Consumer Code.

The European Consumer Centre Italy is part of a network established by the European Commission, called ECC-Net, composed of national bodies designated by each State and approved by the Commission itself.

ECC-Net is a network of Organizations that provides free assistance and advice to Consumers on their cross-border purchases, both online and through offices in the territory. ECC-Net Italy operates with two offices: a central one in Rome (Adiconsum) and one in Bolzano (CTCU).

The National Centre of the European Consumer Network (ECC-Net) has been designated as the “ODR contact point pursuant to art. 7 of Regulation (EU) 524/2013” to carry out functions such as “assistance in submitting the complaint and, where applicable, the relevant documents (…) the transmission of information on the functioning of the ODR platform (…) the transmission to the complainant party of information on other means of redress if a dispute cannot be resolved through the ODR platform”. The European Consumer Centre Italy is co-financed by the European Commission and the Ministry of Economic Development which also acts as the “single point of contact” with the European Commission.