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Implementing the EU Consumer ADR Directive

Chris Hodges and Naomi Creutzfeldt
Publication date: 
Thu, 21 Nov 2013
This policy brief outlines a new blueprint to resolve disputes between consumers and business more quickly and fairly, as part of measures to improve the handling of small claims brought by consumers across the European Union. 
The proposals described in the brief come in response to an EU Directive which requires all member states to implement a consumer dispute resolution mechanism by 2015. The Directive sets out minimum standards for effectiveness, fairness, transparency, and independence of the systems adopted, but provides no guidance on how such schemes should be devised or implemented. 
This policy brief reports on ideas that governments and CDR bodies should bear in mind in implementing the EU Consumer DIspute Resolution (CDR) Directive, in order to successfully modernize their existing systems and derive maximum advantage from the new CDR scheme. 
It draws on extensive original research carried out by the team from the Centre for Socio-Legal Studies, Oxford University and a conference held at Wolfson College, Oxford on 26–7 September 2013.
This blueprint is definitely helping us in our work
Andrea Steinmetz, Policy Advisor for Internal Market and Consumer Protection & Security and Defense, European Parliament