• Characteristics umbrella organisation
• Characteristics consumer complaints boards
• Fully electronic
• Figures
• Conclusion
The Dutch ADR System
Contents
De Geschillencommissie
The Dutch ADR System
Characteristics Umbrella Organisation
50 Consumer Complaints Boards
Consumerorganisation
s
Government
Trade and
industry
1. Air-conditioning2. Aviation3. Building materials4. Building refinement5. Bicycles6. Cable television7. Car rentals8. Crèches9. Dry-cleaning and laundry services10. Driving schools11. Electrical goods12. Electronic communication services13. Energy and water14. Energy label15. (Real-) estate-agency16. Funeral services17. Gardening18. Glass, porcelain and earthenware19. Grooming industry20. Handy men and floor companies21. Health care (e.g. hospitals)22. Home furnishing23. Houses, newly built24. Information service providers25. Installation technicians
The Dutch ADR System
Overview
26. Internet shopping27. Jewellery28. Legal profession29. Leisure30. Moving firms31. Nursing, normal care and home care32. Opticians33. Paintwork, glazing and plasterwork34. Parquet floorings35. Pets and domestic animals36. Post37. Private health care clinics38. Private education institutes39. Public transport40. Rebuilding41. Roofing42. Selling door-to-door43. Stores for construction
supplies/materials44. Sun screens45. Taxi transport46. Telecommunications47. Textiles and shoes48. Travel49. Vehicles50. Water sports
The Dutch ADR System
Overview
1. Air-conditioning2. Aviation3. Building materials4. Building refinement5. Bicycles6. 7. Car rentals 8. Crèches9. Dry-cleaning and laundry services10. Driving schools11. Electrical goods12. 13. Energy and water14. Energy label15. (Real-) estate-agency16. Funeral services17. Gardening18. Glass, porcelain and earthenware19. Grooming industry20. Handy men and floor companies21. Health care (e.g. hospitals)22. Home furnishing23. Houses, newly built24. 25. Installation technicians
26. Internet shopping27. Jewellery28. Legal profession29. Leisure30. Moving firms31. Nursing, normal care and home care32. Opticians33. Paintwork, glazing and plasterwork34. Parquet floorings35. Pets and domestic animals36. 37. Private health care clinics38. Private education institutes39. Public transport40. Rebuilding41. Roofing42. Selling door-to-door43. Stores for construction
supplies/materials44. Sun screens45. Taxi transport46. 47. Textiles and shoes48. Travel49. Vehicles50. Water sports
Cable television
Information service providers
Electronic communication servicesPost
Telecommunications
26. Internet shopping27. Jewellery28. Legal profession29. Leisure30. Moving firms31. Nursing, normal care and home care32. Opticians33. 34. Parquet floorings35. Pets and domestic animals36. Post37. Private health care clinics38. Private education institutes39. Public transport40. 41. 42. Selling door-to-door43. 44. 45. Taxi transport46. Telecommunications47. Textiles and shoes48. Travel49. Vehicles50. Water sports
1. 2. Aviation3. 4. 5. Bicycles6. Cable television7. Car rentals8. Crèches9. Dry-cleaning and laundry services10. Driving schools11. Electrical goods12. Electronic communication services13. Energy and water14. Energy label15. (Real-) estate-agency16. Funeral services17. Gardening18. Glass, porcelain and earthenware19. Grooming industry20. 21. Health care (e.g. hospitals)22. Home furnishing23. 24. Information service providers25.
The Dutch ADR System
Overview
Building materials Building refinement
Handy men and floor companies
Houses, newly built
Air-conditioning
Paintwork, glazing and plasterwork
Rebuilding Roofing
Sun screens Stores for construction supplies/mat.
Installation technicians
1. Air-conditioning2. 3. Building materials4. Building refinement5. 6. Cable television7. 8. Crèches9. Dry-cleaning and laundry services10. Driving schools11. Electrical goods12. Electronic communication services13. Energy and water14. Energy label15. (Real-) estate-agency16. Funeral services17. Gardening18. Glass, porcelain and earthenware19. Grooming industry20. Handy men and floor companies21. Health care (e.g. hospitals)22. Home furnishing23. Houses, newly built24. Information service providers25. Installation technicians
The Dutch ADR System
Overview
Aviation
Bicycles
Car rentals
Moving firms
Public transport
Taxi transport
Vehicles
26. Internet shopping27. Jewellery28. Legal profession29. Leisure30. 31. Nursing, normal care and home care32. Opticians33. Paintwork, glazing and plasterwork34. Parquet floorings35. Pets and domestic animals36. Post37. Private health care clinics38. Private education institutes39. 40. Rebuilding41. Roofing42. Selling door-to-door43. Stores for construction
supplies/materials44. Sun screens45. 46. Telecommunications47. Textiles and shoes48. Travel49. 50. Water sports
The Dutch ADR System
Overview
Leisure
Travel
Water sports
1. Air-conditioning2. Aviation3. Building materials4. Building refinement5. Bicycles6. Cable television7. Car rentals8. Crèches9. Dry-cleaning and laundry services10. Driving schools11. Electrical goods12. Electronic communication services13. Energy and water14. Energy label15. (Real-) estate-agency16. Funeral services17. Gardening18. Glass, porcelain and earthenware19. Grooming industry20. Handy men and floor companies21. Health care (e.g. hospitals)22. Home furnishing23. Houses, newly built24. Information service providers25. Installation technicians
26. Internet shopping27. Jewellery28. Legal profession29. 30. Moving firms31. Nursing, normal care and home care32. Opticians33. Paintwork, glazing and plasterwork34. Parquet floorings35. Pets and domestic animals36. Post37. Private health care clinics38. Private education institutes39. Public transport40. Rebuilding41. Roofing42. Selling door-to-door43. Stores for construction
supplies/materials44. Sun screens45. Taxi transport46. Telecommunications47. Textiles and shoes48. 49. Vehicles50.
The Dutch ADR System
Overview
Private health care clinics
Opticians Nursing, normal care and home care
Crèches
Health care (e.g. hospitals)
1. Air-conditioning2. Aviation3. Building materials4. Building refinement5. Bicycles6. Cable television7. Car rentals8. 9. Dry-cleaning and laundry services10. Driving schools11. Electrical goods12. Electronic communication services13. Energy and water14. Energy label15. (Real-) estate-agency16. Funeral services17. Gardening18. Glass, porcelain and earthenware19. Grooming industry20. Handy men and floor companies21. 22. Home furnishing23. Houses, newly built24. Information service providers25. Installation technicians
26. Internet shopping27. Jewellery28. Legal profession29. Leisure30. Moving firms31. 32. 33. Paintwork, glazing and plasterwork34. Parquet floorings35. Pets and domestic animals36. Post37. 38. Private education institutes39. Public transport40. Rebuilding41. Roofing42. Selling door-to-door43. Stores for construction
supplies/materials44. Sun screens45. Taxi transport46. Telecommunications47. Textiles and shoes48. Travel49. Vehicles50. Water sports
• Three independent members
• Appointed by De Geschillencommissie board- Chairman is nominated by De Geschillencommissie;- One member nominated by consumers’ association;- One member nominated by trade association.
Absolutely independant and impartial
Recognition by:- Dutch Government: Recognition regulation 1997
(Ministry of Justice)
- European Commission: Recommendation of 30 March 1998 (98/257/EG)
The Dutch ADR System
Characteristics complaints boards
• Username / password
• Follow the dispute
The Dutch ADR System
Electronic system
E-De Geschillencommissie
Electronic workflow
Electronic business index
Electronic binding decisions index
Electronic feedback trade association
Electronically submitting a
complaint
• Impersonal
• Task driven
• All participating
companies
• Search engine
• Uniform line of decisions
• Orientation in advance
• Search engine
• Quality circle
• Complaints: 10,000 – 11,000
• Website: 241,000 visits
• Call center: 55,500 telephone calls
• Average duration: 3 – 3.5 months expert report excluded
4 – 4.5 months expert report included
The Dutch ADR System
Figures
Government: Infrastructure Fixed amount
Business: Handling costs Less casesLess costs
Consumer fee: € 25.- - € 125.- That’s it
The Dutch ADR System
Funding
The Dutch ADR System
Conclusion
50 Consumer Complaints Boards
• High quality
• Trustfull
• Uniformity
• Easy accessible
• Fast
• Cheap