The Process

September 8, 2023

Case Initiation and Submission

Consumers are required to submit their disputes through the designated ADR platform operated by the Cyprus Centre for ADR. The submission is subject to various types of disputes, each defined by a specific minimum dispute amounts, as outlined:

1. Consumer Goods: Minimum Dispute Amount €50
2. Education: Minimum Dispute Amount €400
3. Energy and Water: Minimum Dispute Amount €50
4. Financial Services: Minimum Dispute Amount €1000
5. General Services: Minimum Dispute Amount €50
6. Leisure: Minimum Dispute Amount €100
7. Transport: Minimum Dispute Amount €100

To initiate the complaint process, an initial fee of €20 is required. The complaint must be supported by comprehensive documentation, to ensure thorough evaluation, which may include:

1. Contracts or Agreements: Any written agreements, contracts, or terms of service that outline the obligations or promises made by the parties involved.
2. Correspondence: Copies of any written communications between the parties related to the dispute, including emails, letters, text messages, or notes from phone conversations.
3. Receipts and Invoices: Documents that prove purchase or transaction, such as receipts, invoices, or proof of payment.
4. Photographs and Videos: Visual evidence that can support claims about the condition of a product, the quality of a service, or the context in which a dispute arose.
5. Witness Statements: Written accounts from individuals who have direct knowledge of the dispute, which can provide additional perspectives or corroborate facts.
6. Official Reports: If relevant, any reports from third-party professionals, such as inspectors, appraisers, or experts, that can provide objective evaluations related to the complaint.
7. Financial Records: Bank statements or financial documents that illustrate financial transactions or impacts related to the dispute.
8. Product Warranties or Guarantees: Documentation related to warranties or guarantees that may support a claim regarding expectations or promises made by the Trader.
9. Logs and Diaries: Personal logs or diaries kept by the Consumer that chronicle the events leading up to and following the dispute.

Each complaint received is rigorously reviewed by the Cyprus Centre for ADR within seven (7)  days to confirm it meets established eligibility and admissibility criteria. These criteria assess whether: 

1. The dispute is being or has previously been considered by another Entity or by a court;
2. The Consumer attempted to contact the Trader concerned to discuss the complaint and seek, as a first step, to resolve the matter directly with the Trader;
3. The Consumer is submitting the complaint to the Center within one year from the date it arose;
4. The monetary claim is above 50 euros.

Following the submission, Consumers are promptly emailed a confirmation that includes a unique Complaint ID and a summary of their issue.

Case Assignment and Notification

Once a complaint qualifies as eligible, the Trader implicated is immediately informed via email, which details the nature of the complaint and the associated procedural steps. Concurrently, an Entity is assigned to the case based on geographical relevance and specific expertise to ensure the most effective handling of the dispute. Both the Consumer and the Trader are notified about the Entity’s credentials and role in the forthcoming mediation process.

If the Trader fails to respond within a designated period of fourteen (14) days, the Cyprus Centre for ADR takes action by notifying both the Consumer and the assigned Entity of this non-response, leading to the administrative closure of the complaint.

The ADR Process

The assigned Entity initiates the ADR Process by inviting all involved parties to a secure chat room provided on the Platform, where negotiations will take place primarily in English or another EU official language that all parties can speak. All reports and communications submitted through the Platform must also be in English to maintain consistency and clarity.

During this phase, regular emails are sent to remind parties to check the Platform for new messages or updates, ensuring continuous engagement and transparency throughout the ADR process.

Resolution and Closure

When a settlement is reached, the specific details of the agreement, whether it involves a full or partial refund or the issuance of a credit note, are communicated to all parties through email. The Trader is then obligated to process the agreed-upon financial adjustments within fourteen (14) days of this notification.

If a settlement cannot be reached, the case is formally closed, and all parties are informed via email. Additional guidance is provided to the Consumer on possible next steps, which may involve seeking other forms of redress outside the ADR Agreement.