End of an Era for the European Online Dispute Resolution Platform: What Changes for Consumers

As of 20 July 2025, the European Online Dispute Resolution (ODR) Platform has ceased to operate permanently, as officially announced by European and national authorities, while since 20 March 2025 it had already stopped accepting new cases. The platform, which was launched in 2016, constituted an innovative tool for the out-of-court settlement of disputes between consumers and traders and specifically with regard to those arising from contracts for the online sale of goods or the provision of services.

The European Online Dispute Resolution (ODR) Platform was designed as an online tool through which consumers could submit complaints against traders in cases of disputes arising from online purchases. The platform provided the possibility of connecting with approved Alternative Dispute Resolution (ADR) entities in each EU Member State, facilitating the out-of-court and rapid resolution.

The cessation of the platform’s operation resulted from Regulation (EU) 2024/3328, which also repealed Regulation (EU) 524/2013. This decision is attributed to a range of reasons, such as the limited use of the platform by consumers and traders. The Commission considered that other forms of dispute resolution and consumer protection can be utilized more effectively.

Despite the discontinuation of the platform, consumers are not left unprotected, as according to the Greek Consumer Ombudsman, they may submit a complaint against suppliers:
• To the Greek Independent Authority "Consumer Ombudsman".
• To the other certified Alternative Dispute Resolution (ADR) bodies in Greece.

For consumers who wish to submit a complaint against suppliers based in the EU, the United Kingdom, Norway or Iceland, support is available through the Network of European Consumer Centers (ECC-Net) and the ECC Greece.

In conclusion, the discontinuation of the European Online Dispute Resolution (ODR) Platform marks a significant milestone in the European consumer protection policy. Although a tool that provided convenience and accessibility has been withdrawn, important alternatives remain active. The safeguarding of consumer rights continues to be a priority for the European Union and its Member States, with policies constantly adapting to the needs of the digital era.

References

• For more information regarding the discontinuation of the ODR platform, click here, here, and  here.

• For more information regarding the certified Alternative Dispute Resolution (ADR) bodies in Greece, click here.

• For more information regarding the Network of European Consumer Centers and ECC Greece, click here.