This Directive aims to enhance consumer protection and support the proper functioning of the internal market by ensuring that consumers can voluntarily submit complaints against traders to independent, impartial, transparent, effective, and fair alternative dispute resolution (ADR) bodies. It applies to the out-of-court resolution of domestic and cross-border disputes arising from sales and service contracts between EU-based traders and consumers residing in the Union. The Directive establishes harmonized quality standards for ADR entities and procedures to guarantee accessible and reliable redress mechanisms across the EU, while allowing Member States to adopt or maintain more stringent provisions that provide a higher level of consumer protection.
2013-05-21