Alternative Dispute Resolution is an out-of-court procedure through which a consumer can resolve a disagreement with a seller if they were not satisfied with how a complaint was handled or with the way the company responded to their submission. The proposal is filed with an authorised entity from the list kept by the ministry, and the proceedings are usually free of charge for the consumer or carry only a symbolic fee. The seller is obliged to state on the website and in the terms and conditions which entity can be approached, including a link. The result is usually an agreement or a reasoned opinion, which is not enforceable like a judgment but plays a role in any subsequent proceedings. Failure to meet the information obligation is a separate offence, which the inspectorate checks during routine reviews of websites. A company's willingness to settle in these proceedings also tends to be cheaper than a court dispute and than the reputational damage arising from a publicised dispute.
See also: E-shop terms and conditions, Complaints and warranty, Complaints process as marketing.
