Under Directive 2013/11/EU, Member States are to ensure that ADR procedures are available and easily accessible online and offline. Member States should ensure that, where ADR entities enable consumers to initiate and follow ADR procedures through digital tools, such as online interfaces and online complaint forms, those tools can be used by all consumers, including vulnerable consumers or consumers with varying levels of digital literacy. ADR entities which are public sector bodies are already covered by Directive (EU) 2016/2102 of the European Parliament and of the Council. It is important that ADR entities which are private bodies strive to follow the same accessibility standards as much as possible and feasible.
Text as published in the Official Journal, reproduced verbatim (including any typographical quirks of the source). For the authentic version, see EUR-Lex.
