ODR platform to shut down on 19 July 2025
Until 20 March, consumers could use an online tool provided by the European Commission to solve disputes with businesses on an online dispute resolution (ODR) platform. Users who encountered technical issues while submitting their complaint could reach out to the ODR contact point. In the Netherlands, the ODR contact point is situated at the European Consumer Centre.
What is the ODR platform and why is it being discontinued?
The ODR platform was launched in 2016 and was available in all EU languages. It fostered communication between consumers and businesses when problems arose with online purchases and served as an additional way to resolve disputes without having to go to court. Unfortunately, the platform was used too little by both consumers and businesses, which led to the decision to discontinue it.
What will happen to my complaints?
Complaints submitted to the ODR platform before 20 March will still be processed, provided the business responds. If the business does not respond via the ODR platform, you can contact the ODR contact point. One of the advisors will be able to inform you about possible next steps.
Data to be deleted
The platform will be shut down on 19 July, at which point European legislation stipulates that all user data must be deleted from the platform. This will be done on 20 July.
Download your data by 19 July
If you wish to keep records of previous or pending ODR cases, you can still download your data from the platform. It is best to do this before 19 July. If you are unable to download everything you need, please send an email to the European Commission at JUST-EC-ODR-REPEAL@ec.europa.eu. You will receive a reply within 15 business days.
Need help with the ODR platform?
For information about the ODR platform, you can contact the ODR contact point. They can help with technical issues, such as trouble logging in. However, the ODR contact point cannot answer questions about your case. We are not a dispute resolution body and therefore cannot access or handle your complaint on the ODR platform.
Information for consumers
You can no longer submit complaints via the ODR platform. If you have other questions about the platform, you can call or email the ODR contact point until 20 July. Scroll down for contact details and further options to resolve your issue.
- ODR contact point
Email: info@odrnederland.nl
Phone: 030 232 64 41 (Monday to Friday, 9:00–12:00) - Other complaint resolution options
Visit the ODR platform for other ways to resolve disputes with businesses. You can also visit Your Europe for information and advice on your rights in the EU.
Information for businesses
With the closure of the platform, businesses are no longer required to refer to the ODR platform on their complaints page or in their general terms and conditions as of 20 July. However, you are required to promptly notify customers with pending cases that the platform is being shut down. Business owners with questions can contact the Enterprise Europe Network.
Next steps
In 2023, the European Commission proposed modernising, simplifying and adapting the rules for out-of-court resolution rules for online markets. To that end, the current Alternative Dispute Resolution Directive (ADR Directive) is being amended. Under the proposal, the ODR platform will be replaced by new digital tool, but this proposal is still being reviewed by the European Parliament and Council.
Want to know more?
Read more about the proposed changes to the ADR rules on the European Commission's website.