Despite the fact that ADR procedures are meant to be simple, consumers are sometimes assisted by a third party of their choice, such as consumer organisations or businesses that offer management of claims during ADR procedures. Such assistance could include helping consumers submit a request and other documents, advising them on the possible claims, following the overall process and allowing parties to reach an amicable settlement. Member States should ensure that providers of such assistance do so with full transparency, in particular regarding the procedural rules and costs involved as well as possible fees required for the assistance. Such assistance to consumers should be provided in good faith.
Text as published in the Official Journal, reproduced verbatim (including any typographical quirks of the source). For the authentic version, see EUR-Lex.
