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ADR: Information requirements for all traders – who sell to consumers

All traders * who sell to consumers are required to inform their customers of their options for dispute resolution.
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The trader is required to state the relevant ADR body’s or bodies address and website. This information must also be provided in writing to the customer in instances where the trader itself rejects an initial complaint.

The duty to provide written information applies in cases where the trader has a website aimed at consumers and/or publishes general terms and conditions of sale.

Companies selling only goods or services that cannot be submitted to an ADR entity due to the monetary thresholds provided by the ADR entities can for this reason be excepted from the information requirements.

How to fulfill the information requirements?

We have made an example of compliance with the information requirements on your website and in any general terms and conditions of sale. This example is targeted Danish traders**

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EXAMPLE

Information on options for dispute resolution

If you wish to complain about a product or service purchased from us, you may apply for dispute resolution with:

Center for Klageløsning (Centre for Complaint Resolution) at the Danish Appeals Boards Authority
Toldboden 2, 8800 Viborg, Denmark
You can file a complaint via www.forbrug.dk

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How to fulfill information requirements for all traders
- if the trader rejects an initial complaint from a consumer?

If the trader rejects a complaint made by a consumer, the trader must inform the consumer of the alternative dispute resolution (ADR) body or bodies that consider such complaints.

If the trader's products or services are comprised by various ADR bodies, the trader must then adapt the information to the particular complaint so that the information provided concerns the relevant ADR body.

The trader is also required to state the relevant ADR body's or bodies' address and website. The information must be provided  on paper or on another durable medium.

We have made an example of compliance with the information requirements – if an initial complaint is rejected (wholly or partially) by the trader. This example is targeted Danish traders **

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EXAMPLE

If you wish to seek dispute resolution with an alternative dispute resolution entity

If you wish to complain about a product or service purchased from us, you can file a complaint with:

Telecommunications Complaint Board
Axeltorv 6, 3. sal th.
1609 Copenhagen V, Denmark
You can file a complaint with the Telecommunications Complaint Board via www.forbrug.dk

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*   The information requirements do not apply to the following industries:

  • Healthcare services provided by health professionals
  • Further or higher education provided by public providers
  • Real estate sales

Companies selling only goods or services that cannot be submitted to an ADR entity due to the monetary thresholds provided by the ADR entities can for this reason be excepted from the information requirements.

**   The above text complies with the Danish transposition of the ADR/ODR rules and the example relates to fulfilment of the requirements in the ODR regulation and the ADR directive as transposed into Danish national law -  Act on Alternative Dispute Resolution in Connection with Consumer Complaints (Act on Consumer Complaints). The example is not officially approved by the national competent authority or the European Commission.

Questions about ODR?

You may contact European Consumer Centre Denmark, if you have any questions regarding the ODR platform.

Email: odr@forbrugereuropa.dk

Phone: +45 41 71 53 34 (mon-fri 9-12)