Subject files - Alternative Dispute Resolution for Consumers - Committee on the Internal Market and Consumer Protection
On 26 June 2025, an agreement was reached between Parliament and Council that aims to increase consumer awareness and encourage greater business participation in out-of-court dispute solutions. The agreed rules aim to modernise the existing ADR rules for the digital economy, making it easier to resolve cross-border disputes and streamlining procedures for both consumers and businesses.
The agreed rules introduce a duty for traders to respond whether they intend to engage in the proposed procedure when a consumer requests ADR intervention. Negotiators agreed that this period should not exceed 20 working days (30 in complex cases). A lack of a response would be treated as a refusal, allowing cases to be closed.
The Rapporteur said: "The revision of the ADR directive represents a significant step forward for consumer rights. Under the new agreement, member states are expected to put in place incentive measures to encourage the participation of both consumers and traders in alternative dispute resolution procedures, especially in sectors that have been the subject of repeated consumer complaints - such as airline carriers. The revised directive also extends the scope to third-country traders, given the current importance of e-commerce."
