Online Dispute Resolution (ODR)

ODR is a form of alternative dispute resolution: an alternative to going to court. This form is cheaper and quicker than a legal procedure. The European Commission has initiated the ODR Platform. Here, you can file complaints about online purchases against an organisation. The complaint is handled by a certified body for Alternative Dispute Resolution.

Ondernemer en consument trekken beiden aan een touw. Symbool voor conflict

Good to know

What are the duties of entrepreneurs during ODR?

Entrepreneurs who offer products or services online are required to inform you about the existence of the ODR platform:

  • They place a link on their website that is easily accessible to you;
  • They place the ODR’s email address on their website, so you quickly file your complaint.

If the entrepreneur is already associated with a complaints body, there are several additional duties. The entrepreneur must, for example, inform you via their general terms and conditions that you can use the ODR Platform to resolve any conflicts.


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How can you file a complaint against an online entrepreneur?

You must first attempt to resolve the conflict with the entrepreneur directly. If that is not possible, you can file a complaint about your online purchase via the ODR Platform. You do so in your own language. The platform will refer you to an arbitration committee that will handle your complaint. This committee will handle the procedure online within ninety days. More information about the procedure is available here.


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What arbitration committees are associated with the ODR Platform?

In the Netherlands, four arbitration committees are currently associated with the ODR Platform:

  • The Foundation for Arbitration Committees for Consumer Affairs (SGC);
  • The Health Insurance Complaints and Disputes Board (SKGZ);
  • The Financial Services Complaints Authority (KiFiD);
  • The Rent Tribunal (Huurcommissie).


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Do you need help?

Every EU country has an ODR contact point. In the Netherlands, this responsibility is housed with the ECC in Utrecht. We provide information about the platform to consumers, entrepreneurs and arbitration committees. Furthermore, we offer support during conflict resolution.

If you have any questions, contact the ODR contact point:

Call: 030 - 232 64 41 

Monday to Thursdays from 9 AM to 12 AM

Or send an email to:



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