Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR)

What Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR) requires

This Directive requires Member States to ensure that consumers have access to effective, transparent, and independent alternative dispute resolution (ADR) entities for resolving disputes with traders arising from sales or service contracts, both offline and online, under Article 3. It applies to all ADR entities handling consumer disputes in the EU.

Pillar: Operations & CX · Authority: European Parliament and of the Council of the European Union · Version: 1.0.0 · Last updated: 2026-04-21

Primary source: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32013L0011

SHA-256 integrity: 61905e2c9d713c4f41e32520ea8ce7b4be64dc18ebebf461a41c3c2425f86790

Primary Citations — 5 traced to source

• Directive 2013/11/EU, Article 3 - Right to access ADR procedures
• Directive 2013/11/EU, Article 4 - Designation of ADR entities

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