28 November 2011
A New Way to Resolve Consumer Disputes Online
Written by Michelle
Consumer Protection BC is proud to introduce a new pilot project. It’s called Online Dispute Resolution (ODR) and it’s a cost effective and efficient way for BC consumers to resolve disputes with businesses over the internet. We just launched this tool and already, a few cases have been resolved! Continue reading to find out more about ODR.
What is the ODR Process?
Who can participate?
British Columbia consumers and businesses who are in a dispute can participate. Both parties must be comfortable with sharing information online, have access to a computer and an email account.
What information do I need before I start the ODR process?
The more information, the better! At a minimum you will need:
• the businesses name and contact information,
• proof of payment,
• documentation to support your complaint, and
• information on what steps you have taken to resolve the problem yourself.
For example if your complaint is about a couch being delivered in poor condition, your sales agreement, proof of payment, photos supporting your complaint and a copy of your initial complaint letter to the business.
How long does the actual ODR process take?
This depends on the business and the consumer and how willing they are to resolve the issue. If a resolution has been reached, both the consumer and the business are notified by email. It is up to both parties to follow through with the agreement.
We are really excited about the ODR process and its potential to help consumers. Find out more about our Online Dispute Resolution tool at www.resolveyourdispute.ca. There’s more information there for you!
Published in Consumer Protection BC.
Michelle works in the Consumer Protection BC Inquiry Centre. She answers calls and emails from consumers and businesses on a wide variety of topics which makes her the perfect person to share her knowledge and experiences with you.