Article 19 › 3

Member States shall ensure that ADR entities communicate to the competent authorities every two years information on: (a) the number of disputes received and the types of complaints to which they related; (b) the percentage share of ADR procedures which were discontinued before an outcome was reached; (c) the average time taken to resolve the disputes received; (d) the rate of compliance, if known, with the outcomes of the ADR procedures; (e) any systematic or significant problems that occur frequently and lead to disputes between consumers and traders. The information communicated in this regard may be accompanied by recommendations as to how such problems can be avoided or resolved in future; (f) where applicable, an assessment of the effectiveness of their cooperation within networks of ADR entities facilitating the resolution of cross-border disputes; (g) where applicable, the training provided to natural persons in charge of ADR in accordance with Article 6(6); (h) an assessment of the effectiveness of the ADR procedure offered by the entity and of possible ways of improving its performance.

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Source: EUR-Lex CELLAR · retrieved 2026-07-30