Member States should ensure that ADR entities do not refuse to deal with disputes where traders have introduced disproportionate rules in their internal complaint-handling systems that must be followed before a complaint can be referred to an ADR entity. For instance, in certain market sectors, some consumers face undue burdens such as multiple mandatory steps in complaint-handling, or the obligation to prove that they have contacted a specific part of the trader’s after sales service.
Text as published in the Official Journal, reproduced verbatim (including any typographical quirks of the source). For the authentic version, see EUR-Lex.
