Vera Jourová, Commissioner for Justice, Consumers and Gender Equality, said: “While we are still in an early phase of this new tool, we can already say that the Online Dispute Resolution platform has been well received by consumers.”
She explained that the mere fact of a consumer using the platform often is incentive enough for traders to resolve the dispute.
“We are giving consumers a practical tool to help them benefit from their rights in practice. On the other side, traders also have a lot to gain from this platform and should use it more. Particularly for online traders, it is essential to be seen as reliable by potential consumers. Using this tool will help them earn consumer trust, whilst providing them with a simple and fast way of resolving disputes”, the Commissioner said.
In its first year, over 24,000 consumer complaints were lodged. More than a third of the complaints concerned cross-border purchases within the EU. Most complaints were about clothing and footwear, airline tickets and information and communication technology goods.