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Online Dispute Resolution

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Reports and statistics

  • Statistics
  • Reports

  • Number of complaints by country
  • Percentage of national and cross-border complaints
  • Top 10 most complained about sectors

Number of complaints by country

Country of trader
  # AT BE BG CY CZ DE DK EE ES FI FR GR HR HU IE IS IT LI LT LU LV MT NL NO PL PT RO SE SI SK TOTAL
Country of consumer
AT - 13 4 - - - - - - - - - - 1 - - - - 1 - - - - - - - - - - - 19
BE 1 442 33 - 9 5 - 5 1 - 22 - - 1 2 - 6 - - - - - 1 - - 1 1 - 1 1 532
BG - 9 2 - 1 - 1 - - 1 - - - - - - 1 - 1 - - - - - - - - - - - 16
CY - 5 1 - - - - 1 - - - - - - - - 1 - - - - - 1 - - - - - - - 9
CZ - 18 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - 19
DE - 20 2 - - 7 1 - - - - - - - - - - - - - - - - - - 1 1 - - - 32
DK - 4 - - 1 - - - - 1 - - - - - - - - 1 - - - - - - - - - - - 7
EE - 8 - - - - - 3 - - - - - - 3 - - 3 - 1 - - - - - - - - - - 18
ES - 2 1 - - - - - 2 - 1 - - - - - - - - - - - - - - - - - - - 6
FI - 3 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - 4
FR 1 13 2 - - - - - - - 7 - - - - - - - - - - - - - - - - - - - 23
GR 1 5 1 - - 1 - - - - - - - - - - - - - - - - - - - - - - - - 8
HR - 11 1 - - - - - - - - - - - 1 - 2 - - - - - - - - - - - - - 15
HU - 8 1 - - 8 - - - - - - - 16 - - - - - - - - - - - - - - 1 1 35
IE - 6 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6
IS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 0
IT 1 9 2 - - 3 - - - 2 - - - - - - 12 - - - - - - - - - 2 - - - 31
LI - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
LT - 4 - - - - - - - - - - - - - - - - 6 - - - - - - - - - - - 10
LU - 25 1 - - - - - - - - - 1 - 1 - - - - - - - - - - - - - - - 28
LV 1 4 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5
MT - - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
NL - 7 - - - 1 - - - - - - - - - - - - - - - - - - - - - - - - 8
NO - 1 - - - - - - - - - - - - - - - 1 - - - - - - - - - - - - 2
PL - 10 1 - - - - - 1 - - - - - - - - - 1 - - - - - - - - - - - 13
PT - - - - - 1 - - - - - - - - 1 - 4 - - - - - - - - 3 - - - - 9
RO - 16 2 - - - - - - - - - - - - - - - - - - - - - - - - - - - 18
SE - 2 - - - - - - - - - - - - - - 1 - - - - - - - - - - - - - 3
SI - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
SK - 3 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3
TOTAL  5 650 57 0 11 26 2 9 4 4 30 0 1 18 8 0 27 4 10 1 0 0 2 0 0 5 4 0 2 2 882

Top 10 most complained about sectors

Name of sector Number
Language, driving instruction and other private courses 66
Food - Fruit and vegetables 52
Clothing (including tailor-made goods) and footwear 46
Schools 38
Electronic goods (non-ICT/recreational) 37
Electricity 37
Gas 37
New cars 25
Alcoholic beverages 19
Tobacco 19
Language, driving instruction and other private courses - 6.76%
Food - Fruit and vegetables - 5.33%
Clothing (including tailor-made goods) and footwear - 4.71%
Schools - 3.89%
Electronic goods (non-ICT/recreational) - 3.79%
Electricity - 3.79%
Gas - 3.79%
New cars - 2.56%
Alcoholic beverages - 1.95%
Tobacco - 1.95%

Percentage of national and cross-border complaints

48.97%
51.03%
Cross border
48.97% (475) 
National
51.03% (495) 


Report on the application of Directive 2013/11/EU on alternative dispute resolution for consumer disputes and Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes | European Commission (europa.eu)
English (376.54 kB - PDF)
Download (376.54 kB - PDF)
4th Report on the Functioning of the Online Dispute Resolution platform
English (639.8 kB - PDF)
Download (639.8 KB - PDF)
3rd Report on the Functioning of the Online Dispute Resolution platform
English (667 kB - PDF)
Download (667 kB - PDF)
Implementation Report on the European Framework for Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR)
English (962 kB - PDF)
Download (962 kB - PDF)
2nd Report on the Functioning of the Online Dispute Resolution Platform
English (903 kB - PDF)
Download (903 kB - PDF)
1st Report on the functioning of the online dispute resolution platform
English (645.6 KB kB - PDF)
Download (645.6 kB - PDF)

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Legislation

This site was created in response to specific EU legislation.

  • Regulation on online dispute resolution for consumers
  • Directive on alternative dispute resolution for consumers