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Article 5 › 2

Directive on consumer ADR
DIRECTIVE 2013/11/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR) · European Union

Member States shall ensure that ADR entities: (a) maintain an up-to-date website which provides the parties with easy access to information concerning the ADR procedure, and which enables consumers to submit a complaint and the requisite supporting documents online; (b) provide the parties, at their request, with the information referred to in point (a) on a durable medium; (c) where applicable, enable the consumer to submit a complaint offline; (d) enable the exchange of information between the parties via electronic means or, if applicable, by post; (e) accept both domestic and cross-border disputes, including disputes covered by Regulation (EU) No 524/2013; and (f) when dealing with disputes covered by this Directive, take the necessary measures to ensure that the processing of personal data complies with the rules on the protection of personal data laid down in the national legislation implementing Directive 95/46/EC in the Member State in which the ADR entity is established.

National law under this provision

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