{"id":5792,"date":"2022-11-29T16:56:17","date_gmt":"2022-11-29T15:56:17","guid":{"rendered":"https:\/\/cecluxembourg.addedsense.eu\/themes\/out-of-court-dispute-resolution\/resolution-extrajudiciaire-en-ligne-odr\/"},"modified":"2025-06-04T09:40:32","modified_gmt":"2025-06-04T07:40:32","slug":"online-dispute-resolution-odr","status":"publish","type":"page","link":"https:\/\/www.cecluxembourg.lu\/en\/help-with\/out-of-court-dispute-resolution\/online-dispute-resolution-odr\/","title":{"rendered":"Online Dispute Resolution (ODR)"},"content":{"rendered":"\n\n\t<p>The ODR Regulation (<a href=\"https:\/\/eur-lex.europa.eu\/legal-content\/FR\/TXT\/?uri=celex%3A32013R0524\" target=\"_blank\" rel=\"noopener\">Regulation (EU) 524\/2013<\/a>) creates a Europe-wide online platform for disputes arising from online transactions. The platform proposes to link all national alternative dispute resolution entities and operates in all official languages of the European Union. It has been operational since February 15, 2016 and is now an additional tool available to consumers and professionals wishing to initiate an online amicable resolution procedure for their national or cross-border dispute.<\/p>\n<h2>Who is the platform intended for?<\/h2>\n<p>The consumer who wishes to file a complaint on the ODR platform must live in the European Union, Norway, Iceland and Liechtenstein and the professional concerned must also be established there. The complaint must concern a good or a service purchased online.<\/p>\n<p>Professionals can also use this site to file a complaint against a consumer residing in Luxembourg or in some other countries, concerning a good or a service sold online.<\/p>\n<h2>Advantage of the platform?<\/h2>\n<ul>\n<li>a centralized access to all recognized alternative dispute resolution bodies in Europe,<\/li>\n<li>an integrated translation tool to overcome language barriers,<\/li>\n<li>free of charge,<\/li>\n<li>the assistance of the contact point in Luxembourg, which is the CEC Luxembourg, in the steps to be taken.<\/li>\n<\/ul>\n<h2>How does the platform work?<\/h2>\n<p>In the event of a dispute between two or more parties who have concluded an online contract, one party, either the consumer or the professional, can file a complaint via the platform.<\/p>\n<p>The ODR platform will notify the other party of the request. If the consumer\/professional accepts the invitation for an amicable resolution, the ODR platform will then propose to the parties the list of competent alternative dispute resolution bodies (ADR). The parties must agree together on the dispute resolution body that will handle the case within 30 days. Once the body has been chosen, the dispute is referred to it. It then has three weeks to determine whether it is competent to handle the dispute and to inform the parties of its decision. Throughout the procedure, the parties are informed via the platform of the resolution of their dispute.<\/p>\n<p>If the parties do not agree on the choice of the dispute resolution body, the complaint is abandoned. Please contact your national contact point for information on other possible remedies.<\/p>\n<p>In Luxembourg, the dispute resolution bodies competent to deal with complaints about the sale of goods and services online and approved by the national authorities are the following:<\/p>\n\t\t\t\t\t<a href=\"#\"  id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\"> Le service national du m\u00e9diateur de la consommation<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\"  tabindex=\"0\"><i title=\"D\u00e9plier\">D\u00e9plier<\/i><\/a>\n\t\t\t\t\t<strong>Pour quoi ?<br \/>\n<\/strong>Tout consommateur, habitant au Luxembourg ou dans un autre pays de l&#8217;Union europ\u00e9enne, qui fait face \u00e0 un litige avec un professionnel \u00e9tabli au Luxembourg, peut s&#8217;adresser au M\u00e9diateur de la consommation si le litige concerne un contrat avec le professionnel. Le professionnel \u00e9tabli au Luxembourg peut \u00e9galement s&#8217;y adresser en cas de conflit avec un consommateur r\u00e9sidant au Luxembourg. Le conflit doit r\u00e9sulter d&#8217;un contrat de vente ou de service.\n<strong>Frais ?<\/strong><br \/>\nProcessus gratuit\n<strong>R\u00e9sultat ?<\/strong><br \/>\nAccord amiable ou proposition de solution non contraignante pour les parties\n<strong>Contact:<\/strong><br \/>\nService national du M\u00e9diateur de la consommation<br \/>\nAncien H\u00f4tel de la Monnaie<br \/>\n6, rue du Palais de Justice<br \/>\nL-1841 Luxembourg<br \/>\nT\u00e9l : +352 46 13 11<br \/>\nFax : +352 46 36 03<br \/>\n<a href=\"mailto:info@mediateurconsommation.lu\">info@mediateurconsommation.lu<\/a><br \/>\n<a href=\"https:\/\/www.mediateurconsommation.lu\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.mediateurconsommation.lu\/<\/a>\n\t\t\t\t\t<a href=\"#\"  id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\"> Commission de Surveillance du Secteur Financier (CSSF)<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\"  tabindex=\"0\"><i title=\"D\u00e9plier\">D\u00e9plier<\/i><\/a>\n\t\t\t\t\t<strong>Pour quoi ?<\/strong><br \/>\nR\u00e9clamation concernant un \u00e9tablissement soumis \u00e0 la surveillance de la CSSF (p.ex. banque)\n<strong>Frais ?<\/strong><br \/>\nProc\u00e9dure gratuite\n<strong>R\u00e9sultat ?<\/strong><br \/>\nConclusions motiv\u00e9es de la CSSF ne liant pas les parties\n<strong>Contact :<\/strong><br \/>\nCommission de Surveillance du Secteur Financier (CSSF)<br \/>\n110, route d&#8217;Arlon<br \/>\nL-2991 Luxembourg<br \/>\nT\u00e9l. : +352 26 25 1-1<br \/>\nFax : +352 26 25 1 601<br \/>\n<a href=\"mailto:reclamation@cssf.lu\">reclamation@cssf.lu<\/a><br \/>\n<a href=\"https:\/\/www.cssf.lu\/fr\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.cssf.lu\/fr\/<\/a>\n\t\t\t\t\t<a href=\"#\"  id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\"> Commission Luxembourgeoise des Litiges de Voyages (CLLV)<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\"  tabindex=\"0\"><i title=\"D\u00e9plier\">D\u00e9plier<\/i><\/a>\n\t\t\t\t\t<strong>Pour quoi ?<\/strong><br \/>\nLa CLLV a comme mission de trouver un r\u00e8glement extrajudiciaire aux plaintes des consommateurs relatives \u00e0 des litiges nationaux et transfrontaliers relatifs \u00e0 des contrats de voyages \u00e0 forfait r\u00e9gis par les articles L.225-1 et suivants du Code de la Consommation, conclus par un consommateur r\u00e9sidant ou non au Luxembourg et un professionnel \u00e9tabli au Luxembourg ainsi qu&#8217;\u00e0 tout autre contrat de service de voyage conclu par un consommateur r\u00e9sidant ou non au Luxembourg par l&#8217;interm\u00e9diaire d&#8217;une agence de voyage \u00e9tablie au Luxembourg.\n<strong>Frais ?<\/strong><br \/>\nProc\u00e9dure gratuite\n<strong>R\u00e9sultat ?<\/strong><br \/>\nAccord amiable ou proposition de solution juridiquement non contraignant\n<strong>Contact:<\/strong><br \/>\nUnion Luxembourgeoise des Consommateurs (ULC)<br \/>\n55, rue des Bruy\u00e8res<br \/>\nL-1274 Howald<br \/>\nT\u00e9l.: +352 49 60 22-1<br \/>\nFax: +352 49 49 57<br \/>\n<a href=\"mailto:cllv@pt.lu\">cllv@pt.lu<\/a><br \/>\n<a href=\"https:\/\/www.ulc.lu\" target=\"_blank\" rel=\"noopener\">www.ulc.lu<\/a>\n\t\t\t\t\t<a href=\"#\"  id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\"> Institut Luxembourgeois de R\u00e9gulation (ILR)<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\"  tabindex=\"0\"><i title=\"D\u00e9plier\">D\u00e9plier<\/i><\/a>\n\t\t\t\t\t<strong>Pour quoi ?<\/strong><br \/>\nUn consommateur r\u00e9sidant sur le territoire luxembourgeois ou sur le territoire de l&#8217;Union europ\u00e9enne peut introduire une demande de m\u00e9diation contre un professionnel (op\u00e9rateur de communications \u00e9lectroniques, fournisseur\/gestionnaire de r\u00e9seau d&#8217;\u00e9lectricit\u00e9\/gaz naturel ou prestataire de services postaux) \u00e9tabli au Luxembourg, de m\u00eame qu&#8217;un professionnel \u00e9tabli au Luxembourg peut introduire une demande de m\u00e9diation contre un consommateur r\u00e9sidant sur le territoire luxembourgeois.\n<strong>Frais ?<\/strong><br \/>\nAucun frais\n<strong>R\u00e9sultat ?<\/strong><br \/>\nProposition de solution ne liant pas les parties\n<strong>Contact:<\/strong><br \/>\nInstitut Luxembourgeois de R\u00e9gulation<br \/>\n17, rue du Foss\u00e9<br \/>\nL-1536 Luxembourg<br \/>\nT\u00e9l.: +352 28 228 444<br \/>\n<a href=\"mailto:mediation@ilr.lu\">mediation@ilr.lu<\/a><br \/>\n<a href=\"https:\/\/www.ilr.lu\" target=\"_blank\" rel=\"noopener\">www.ilr.lu<\/a>\n\t<p>If you have any questions do not hesitate to contact your local contact point <a href=\"mailto:odr@cecluxembourg.lu\">point de contact national<\/a><\/p>\n\t<h2>The European Consumer Centre Luxembourg, your national contact point in Luxembourg<\/h2>\n<p>On the basis of Article 7.2 of the ODR Regulation, each Member State has to designate a national contact point whose task is to offer assistance concerning complaints submitted via the ODR platform. The European Consumer Centre has been designated as the contact point for Luxembourg (article L. 412-3 of the Consumer Code). Thus, two ODR advisors perform this task at the ECC Luxembourg.<\/p>\n<p>As contact point, ECC Luxembourg performs the following functions:<\/p>\n<ul>\n<li>facilitate the communication between the parties and the competent ODR<\/li>\n<li>assist in the filing of the complaint,<\/li>\n<li>provide the parties with general information on consumer rights<\/li>\n<li>inform the parties about the functioning of the platform,<\/li>\n<li>explain the rules of procedure applied by the ADR,<\/li>\n<li>inform the complainant of other means of redress when a dispute cannot be resolved via the platform.<\/li>\n<\/ul>\n\n","protected":false},"excerpt":{"rendered":"<p>The ODR Regulation (Regulation (EU) 524\/2013) creates a Europe-wide online platform for disputes arising from online transactions. The platform proposes to link all national alternative dispute resolution entities and operates in all official languages of the European Union. It has been operational since February 15, 2016 and is now an additional tool available to consumers&hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":5647,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-5792","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Online Dispute Resolution (ODR) - European Consumer Centre Luxembourg<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cecluxembourg.lu\/en\/help-with\/out-of-court-dispute-resolution\/online-dispute-resolution-odr\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Online Dispute Resolution (ODR) - European Consumer Centre Luxembourg\" \/>\n<meta property=\"og:description\" content=\"The ODR Regulation (Regulation (EU) 524\/2013) creates a Europe-wide online platform for disputes arising from online transactions. 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