Article 7 › 2

Member States shall ensure that ADR entities make publicly available on their websites, on a durable medium upon request, and by any other means they consider appropriate, annual activity reports. Those reports shall include the following information relating to both domestic and cross-border disputes: (a) the number of disputes received and the types of complaints to which they related; (b) any systematic or significant problems that occur frequently and lead to disputes between consumers and traders; such information may be accompanied by recommendations as to how such problems can be avoided or resolved in future, in order to raise traders’ standards and to facilitate the exchange of information and best practices; (c) the rate of disputes the ADR entity has refused to deal with and the percentage share of the types of grounds for such refusal as referred to in Article 5(4); (d) in the case of procedures referred to in point (a) of Article 2(2), the percentage shares of solutions proposed or imposed in favour of the consumer and in favour of the trader, and of disputes resolved by an amicable solution; (e) the percentage share of ADR procedures which were discontinued and, if known, the reasons for their discontinuation; (f) the average time taken to resolve disputes; (g) the rate of compliance, if known, with the outcomes of the ADR procedures; (h) cooperation of ADR entities within networks of ADR entities which facilitate the resolution of cross-border disputes, if applicable.

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