Consumer Complaints Boards

drs. P.F.A. Moerkens MPM, director

• 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

The Dutch ADR System

Growth

1 april 2011

20052000199019801970 2010

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

A best practice commitment from government,

consumer organisations,trade and industry

Consumer Complaints Boards

www.degeschillencommissie.nl

+31 70 310 53 26