Recital (37)

ADR contact points should provide assistance, upon request, to consumers intending to submit a cross-border dispute to an ADR entity. Their tasks should be limited to offering support and guidance and should not involve submitting complaints on behalf of consumers or representing them in the dispute. The assistance provided should facilitate communication between the parties and the ADR entity. Such assistance could include identifying the competent ADR entity, providing information regarding procedural rules and helping to prepare and transmit relevant documentation. Such assistance could also involve, where appropriate, providing the results of the machine translation of information, documents or procedural rules. ADR contact points could also provide general information on consumer rights under Union and national law, and inform the parties of other available means of redress where a dispute cannot be resolved through ADR. Consumers and traders should be able to seek assistance from the ADR contact point in their Member State of residence or establishment. Taking into account the minimum harmonisation nature of Directive 2013/11/EU, Member States should have the possibility of allowing ADR contact points to provide assistance to consumers and traders when accessing ADR entities also with regard to domestic disputes. Such extended assistance could include providing assistance to vulnerable consumers, such as consumers with no or limited access to digital technologies.