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Online platforms must have a notice mechanism, to allow users to notify them of information they consider to be illegal content. They must also have internal complaint-handling systems, to issue decisions for submitted notices or for imposing restrictions to users (i.e. removal of content, disabling access to content, suspension or termination of monetary payments, of the service, of the account etc).
The Digital Services Act (DSA) enables users of online platforms, to use certified ODS (Out-of-court Dispute Settlement) bodies, for filing complaints against the above decisions.

ADR point is an official ODS body certified according to Art. 21 of the EU Regulation 2022/2065 operating throughout the EU. It conducts the out-of-court resolution process in a short time, in an impartial manner and utilizing cutting-edge technology.

ONLINE FILING

Fill out the submission form, upload files, & receive an OTP to your email to confirm submission and a case number. If the case is eligible, it will be assigned to an ADR point assessor, to initiate the dispute resolution process.

ONLINE INTERACTION

All communication to resolve your dispute with the platform will take place online, through the ADR point’s case management system, to which you will log in with the credentials you will receive in your email, after submitting your complaint.

ONLINE DECISION

At the end of the process, the ADR point’s assessor, after assessing all the information received, will issue a consensual or non-consensual decision, depending on whether or not you have reached an agreement with the online platform.

Few
minutes

Filing a
complaint

Up to
5 days

Case
approval

Up to
5 days

Assignment to
assessor

Up to
20 days

Reply by
online platform

Up to
40 days

ODS process

Up to
20 days

Descision

USE OF ODS

Start by trying to resolve your dispute, through the online platform's internal complaint handling system, in order to be able, in case you do not reach an agreement, to use the ADR point's ODS process, to file a complaint.

DISPUTES

Make sure that the dispute is related to illegal content, removal or disabling of access to information, suspension or termination of user account, provision of services and any other action taken by online platforms concerning content/user account.

ASSESSOR

If the case is eligible, ADR point will assign it to an assessor to start the dispute resolution process with both parties. It is important to provide him/her with accurate information and explanations in order to issue a well justified decision.

CONNECTION

If the case is eligible, log in regularly to the ADR point's Case Μanagement System to discuss with the assessor and/or the online platform and to view new communication notifications, related to the dispute resolution.

DURATION

The resolution process has six stages. While we strive to resolve disputes in a short time, the duration of resolution depends on the complexity of the problem and the responsiveness of the online platform.

DECISION

The decision of the assessor is non-binding unless the parties accept it. That is why, at ADR point, we strive to reach a settlement, so that consensual decisions are issued, which the parties do implement.