commiss recommend april principl court bodi involv consensu resolut consum disput notifi document number text eea relev ec commiss european commun regard treati establish european commun articl thereof order ensur high level consum protect promot consum confid commun ensur consum simpl effect access justic encourag facilit settl consum disput earlier stage continu develop form commerci practic involv consum electron commerc expect increas cross border transact requir attent paid gener confid consum ensur easi access practic effect inexpens mean redress includ access electron mean europ action plan agre feira european council june recognis commerc reach full potenti consum confid enhanc partnership consum group industri member state promot access altern disput resolut system march commiss adopt recommend ec principl applic bodi respons court settlement consum disput scope recommend limit procedur matter call lead settlement disput activ intervent parti propos impos solut concern procedur involv attempt bring parti convinc find solut common consent council resolut commun wide network nation bodi extra judici settlement consum disput note court bodi fall scope recommend ec plai role consum invit commiss develop close cooper member state common criteria assess bodi ensur inter alia qualiti fair effect member state appli criteria includ bodi scheme network refer commiss work document creation european extra judici network eej net articl direct ec european parliament council june legal aspect inform societi servic electron commerc internet market stipul member state ensur legisl hamper court scheme nation law disput settlement electron commerc facilit cross border transact busi consum transact frequent low resolut disput simpl quick inexpens technolgi contribut develop electron disput settlement system provid mechan effect settl disput jurisdict face face contact encourag principl ensur consist reliabl standard give user confid council conclus adopt invit commiss draw green paper altern method settl disput civil commerci law stock review exist situat initi wide rang consult european parliament opinion propos regul jurisdict recognit enforc judgment civil commerci matter call extens extra judici disput resolut consum transact parti domicil member state view cost delai court council commiss statement adopt mention regul stress gener interest consum undertak settl disput amic resort court reiter import continu work altern method disput settlement european commun level principl set recommend affect principl laid commiss recommend ec respect court procedur matter call lead settl disput activ intervent parti propos impos solut mean bind bind formal decis parti present principl respect parti procedur matter call facilit resolut consum disput bring parti assist make inform suggest settlement option reach solut common consent principl limit consum disput resolut procedur design altern resolv disput court custom complaint mechan oper busi conduct directli consum parti carri servic behalf busi exclud form part usual discuss parti prior disput materialis refer parti bodi respons disput resolut court imparti disput resolut procedur guarante ensur parti confid fair individu group respons disput resolut procedur measur ensur imparti ensur disclosur inform parti demonstr imparti compet parti make inform choic particip procedur order ensur parti access inform transpar procedur guarante agre solut resolv disput record made parti bodi respons procedur avoid uncertainti misunderstand order enhanc effect procedur resolv cross border disput easili access parti situat electron measur facilit encourag procedur provid realist altern disput court aim overcom problem cost delai complex represent measur guarante proportion cost easier access effici monitor progress disput keep parti inform ensur effect accord articl european human right convent access court fundament commun law guarante free movement good servic common market corollari freedom oper includ consum order resolv disput aris econom activ bring action court member state nation state consum disput resolut procedur design replac court procedur procedur depriv consum bring matter court expressli agre full awar fact disput materialis fair procedur safeguard allow parti provid relev inform depend organis procedur inform provid parti treat confidenti expressli agre adversari approach stage measur ensur fair measur envisag encourag monitor parti cooper procedur requir inform fair resolut disput parti agre suggest solut settl disput allow reason amount time detail condit term order ensur procedur fair flexibl consum opportun make fulli inform choic clear understand inform order reflect agre suggest solut obtain advic option commiss includ databas court bodi respons resolv consum disput inform provid member state principl consum disput resolut bodi fall scope recommend order particip european extra judici network eej net final set principl bodi respons consum disput resolut procedur cover principl recommend ec circumst commun level support supplement essenti area initi member state order realis accord articl treati high level consum protect ensur smooth oper consum disput resolut procedur consist principl subsidiar recommend principl set part ii respect exist futur bodi provid court consum disput resolut procedur fall scope recommend defin part scope recommend appli parti bodi respons court consum disput resolut procedur matter call attempt resolv disput bring parti convinc find solut common consent appli custom complaint mechan oper busi conclud directli consum mechan carri servic oper behalf busi ii principl imparti imparti guarante ensur respons procedur appoint fix term liabl reliev duti perceiv actual conflict interest parti provid inform imparti compet parti prior commenc procedur transpar transpar procedur guarante inform contact detail function avail procedur readili parti simpl term access retain submit disput inform made procedur oper type disput dealt restrict oper rule govern preliminari requir parti meet procedur rule notabl oper procedur languag procedur conduct cost born parti timet applic procedur regard type disput question substant rule applic legal provis industri practic consider equiti code conduct role procedur bring resolut disput statu agre solut resolv disput agre solut resolv disput parti record durabl medium state term ground base record made parti inform perform procedur made publicli includ number type complaint receiv outcom time resolv complaint systemat problem aris complaint complianc record agre solut effect effect procedur guarante easili access parti instanc electron mean irrespect parti situat procedur free charg consum cost proportion amount disput moder parti access procedur oblig legal repres nonetheless parti prevent repres assist parti stage procedur disput submit dealt shortest time commensur natur disput bodi respons procedur period review progress ensur parti disput dealt expediti appropri conduct parti review bodi respons procedur ensur commit seek proper fair time resolut disput parti conduct unsatisfactori parti inform order enabl continu disput resolut procedur fair fair procedur guarante parti inform refus particip withdraw procedur time access legal system court redress mechan stage dissatisfi perform oper procedur parti freeli easili submit argument inform evid relev case confidenti basi procedur agreement parti pass inform parti stage parti suggest solut resolv disput parti opportun present viewpoint comment argument inform evid present parti parti encourag fulli cooper procedur provid inform fair resolut disput prior parti agre suggest solut resolv disput allow reason period time solut consum inform clear und understand languag agre suggest solut point choic agre suggest solut suggest solut favour outcom determin court appli legal rule agre reject suggest solut seek independ advic procedur preclud option refer disput court disput resolut mechan scope recommend ec seek legal redress judici system statu agre solut recommend address member state affect relat procedur design facilit court settlement consum disput natur legal person respons creation oper procedur brussel april commiss david byrn member commiss commiss recommend march principl applic bodi respons court settlement consum disput oj oj sec internet site http europa eu int comm consum polici develop acc acc en pdf oj si opinion deliv septemb regul ec oj