Online Dispute Resolution

Updated: 4/5/2016

The European Commission has launched a new online platform, aimed to help consumers and traders solve their cross-border disputes. So far, approximately 2000 complaints have been filed on the platform, and a little over 20 complaints concerns a Swedish trader.

A consumer, who is dissatisfied with a product or service purchased within the EU, can use the ODR platform instead of going to court. ODR stands for Online Dispute Resolution.

Via the platform, the dispute is directed to the Member States' national Alternative Dispute Resolution body, (ADR). Today, 159 ADR's from 20 Member States are connected to the platform. The ADR's in the different European countries have been especially selected by the Member States, and suggested to the European Commission.

Today there are five approved ADR's in Sweden

ARN tries a number of disputes. But in order for ARN to take your case, you need to report your case within a year after you filed your complaint to the trader. Sometimes the value of the dispute matters as well.

Go to ARN's website

The Board for Legal Protection Insurance Issues

Legal protection insurance is an insurance that gives you the possibility to get compensation for the court costs you might have when you are in a dispute. If you are not happy with the trader's decision on this compensation you can turn to the Board for Legal Protection Insurance Issues.

Go to the website of the Board for Legal Protection Insurance Issues

The Board for Insurance of Persons

You can turn to the Board for Insurance of Persons if you are dissatisfied with an insurance case that has to do with life, health or casualty insurance. It takes a medical evaluation in order for the case to be tried.

Go to the website of the Board for Insurance of Persons

The Swedish Bar Association's Consumer Dispute Board 

Should you be in a dispute with a lawyer or law firm, and the dispute is in regards to the service itself, you can report to the Swedish Bar Association's Consumer Dispute Board via their website. 

Go to the website of the Swedish Bar Association's Consumer Dispute Board, (Swedish)

Sweden's Funeral Directors Association Complaints Board

SBF's Complaints Board can, following notification from the consumer claiming financial compensation, independently assess issues relating to the authorized member agencies' actions and responsibilities to its clients, that is the public, in connection with the funeral, grave tartar and legal assignments and related activities .

Go to the website of Sweden's Funeral Directors Association Complaints Board.

Are you in a dispute with a Swedish trader?

If you are in a dispute with a Swedish trader you should not use the ODR platform, you should report directly to the dispute resolution bodies via their website.

The platform

  • The platform is user friendly and available in all types of units Consumers can file a complaint in three simple steps.
  • The platform offers users the opportunity to perform the entire dispute resolution procedure online.
  • The platform is multilingual. A translation service is available, should any part be in another European country.

A quick way to solve a dispute

Alternative Dispute Resolution (ADR) offers a quick and inexpensive way to solve disputes. On average, it takes a maximum of 90 days for cases to be solved.

The experience of European consumers who have used Alternative Dispute Resolution tends to be positive: 70% were satisfied by the way their complaint was handled through this procedure. This is an additional way for consumers to solve their disputes and will not replace the possibility of going to court, which is however usually more costly and takes longer (only 45% of consumers are satisfied by the way a court handled their complaint).

Traders will also benefit from this new platform, as Alternative Dispute Resolution procedures will help them avoid litigation fees and maintain good customer relations.

More information

Go to the ODR platform

Go to a fact sheet  on the ODR platform

Go to DG Justice and Consumers website on Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR)