Online dispute resolution for consumer disputes

The European Commission runs an online dispute resolution (ODR) platform for consumers who wish to submit a complaint regarding goods or services they have bought online and have recourse to a neutral third party, i.e. an alternative dispute resolution panel, to try to resolve the dispute with the business undertaking.

Kulcsszavak: online dispute resolution, alternative dispute resolution, dispute resolution, consumer

The ODR platform is available by clicking

on Under the menu tab ‘Start your case’, you can submit a complaint and launch an online dispute resolution procedure by providing the necessary information and the details of the complaint The online dispute resolution is available in all Member States of the European Union, as well as in the United Kingdom, Iceland and Norway for both domestic and cross-border disputes.

The ODR contact point provides information and technical assistance for using the ODR platform and completing the ODR process, but importantly, it does not play a role in the resolution of the online dispute as regards its substance. In Hungary, the European Consumer Centre within the Ministry for Innovation and Technology serves as the domestic contact point for online dispute resolution.

Consumer contract and any documents necessary to identify the undertaking concerned (order, confirmation, contract, correspondence, etc.).

There is no payment obligation when the complaint is submitted, or in the case of any resolution of a dispute before a Hungarian conciliation panel. However, for dispute resolution bodies based in other EU Member States, charges or fees may apply for conducting the procedure. It is recommended that you enquire about any fees to be paid with the selected dispute resolution body.

The Hungarian or EU alternative dispute resolution forum selected by the parties.

None for the consumer (complainant).

Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes

Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes

Act CLV of 1997 on Consumer Protection


Have you found this information useful? Please tell us your opinion here.