Alternative dispute resolution | Business Companion:
"Alternative dispute resolution can take place in various ways, including face-to-face, by telephone, in writing or online. To encourage the use of online dispute resolution (ODR) there is a European ODR platform, which allows consumers, traders and ADR providers to file, respond to, and handle disputes (including disputes where the trader and consumer are in different countries within the EU) online.
Where a trader does business online, whether through a website or other electronic means, it must provide a link to the ODR platform website (once it is online).
In addition, all online traders must state their email address on their website (a online contact form that does not show the email address is not sufficient to meet this requirement).
Where a trader is required to use an approved ADR provider (whether by law, by scheme membership or by contract) they must give additional information to consumers. Not only must they link to the ODR platform on their website, they must also inform consumers of the existence of the ODR platform and the possibility of using the platform to resolve disputes, and they must include this information in any standard terms and conditions of business.
If an offer is made to a consumer by email, the email must contain a link to the ODR platform." 'via Blog this'
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