• Did the seller reject your complaint? Are you not satisfied with the way your case was handled? Resolve the dispute amicably.
• International Mediation Day, was on 15 October, so we would like to remind you to take advantage of the amicable settlement of consumer disputes.
• The alternative consumer dispute resolution (ADR) is a faster, cheaper and more convenient method of asserting your rights.

ADR (alternative dispute resolution) is an out-of-court method of resolving consumer disputes. It is not conducted by a common court but rather by authorised entities, such as the President of the Office of Electronic Communications or the Coordinator for Negotiation to the President of the Energy Regulatory Office. In sectoral entities, it is possible to amicably settle a case involving telecommunications and postal services, energy, finance, insurance, as well as railway and air transport. Their activities are complemented by the Trade Inspection, which deals with the sale of goods and provision of services in other areas, i.e. tourism, property development or renovation and construction. In such cases, the disputes are resolved faster than court proceedings - they take about 90 days - and are generally free. See the registry of ADR entities that can help with your case.

IMPORTANT!

• This is a post-complaint proceeding. In practice, this means that the case can only be processed if the consumer has not managed to settle the dispute by lodging a complaint. It is necessary to attempt to resolve it directly with the trader first.
• Participation in the proceeding is voluntary. Both the consumer and the business must agree to participate.
• The results of mediation and conciliation are non-binding, whereas the results of an arbitration court or arbitration proceedings are. For example, the ruling of the bank arbiter is binding but only for banks.

Entrepreneur, do you know why it is worth settling consumer disputes amicably?

A consumer dispute can be a source of information for traders about, among other things: the product, its packaging, labelling, the selling, presentation and advertising methods, the supply chain, sub-suppliers, and complaint procedures. By communicating with the buyers or recipients of services, the entrepreneur receives free feedback on the quality of their offer and its possible deficiencies. This allows them to find the source of the problem and implement appropriate system solutions. Moreover, by demonstrating an open attitude towards an amicable resolution of a consumer dispute, it is possible to inspire greater trust of potential customers towards the entrepreneur's brand, and thus influence the creation of a positive corporate image.

Detailed information about the ADR system can be found on the special website.

For more consumer information:
Contact point for ADR/ODR (information on ADR entities, assistance in filling in applications)
Pl. Powstańców Warszawy 1, 00-950 Warsaw
Phone: 22 55 60 332, 22 55 60 333
E-mail: kontakt.adr@uokik.gov.pl

Press Office of the Office of Competition and Consumer Protection

Pl. Powstańców Warszawy 1, 00-950 Warsaw
Phone: 22 55 60 246
E-mail: biuroprasowe@uokik.gov.pl
Twitter: @UOKiKgovPL

Consumer assistance:

Phone: 801 440 220 or 22 290 89 16 - consumer hotline 
Email: porady@dlakonsumentow.pl
Consumer ombudsmen - in your town or county
European Consumer Centre: 22 55 60 600, ECCNET-PL@ec.europa.eu - for cross-border issues