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Consumer Complaints Boards
drs. P.F.A. Moerkens MPM, director
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The Dutch ADR SystemContents

• Characteristics umbrella organisation
• Characteristics consumer complaints boards
• Fully electronic
• Figures
• Conclusion

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The Dutch ADR SystemCharacteristics Umbrella
Organisation

• De Geschillencommissie

50 Consumer Complaints Boards
Consumer organisations
Government
Trade and industry
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The Dutch ADR SystemGrowth
1 april 2011
2005
2000
1990
1980
1970
2010
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The Dutch ADR SystemOverview

• Air-conditioning
• Aviation
• Building materials
• Building refinement
• Bicycles
• Cable television
• Car rentals
• Crèches
• Dry-cleaning and laundry services
• Driving schools
• Electrical goods
• Electronic communication services
• Energy and water
• Energy label
• (Real-) estate-agency
• Funeral services
• Gardening
• Glass, porcelain and earthenware

• Internet shopping
• Jewellery
• Legal profession
• Leisure
• Moving firms
• Nursing, normal care and home care
• Opticians
• Paintwork, glazing and plasterwork
• Parquet floorings
• Pets and domestic animals
• Post
• Private health care clinics
• Private education institutes
• Public transport
• Rebuilding
• Roofing
• Selling door-to-door
• Stores for construction supplies/materials

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The Dutch ADR SystemOverview

• Air-conditioning
• Aviation
• Building materials
• Building refinement
• Bicycles
• Car rentals
• Crèches
• Dry-cleaning and laundry services
• Driving schools
• Electrical goods
• Energy and water
• Energy label
• (Real-) estate-agency
• Funeral services
• Gardening
• Glass, porcelain and earthenware

• Internet shopping
• Jewellery
• Legal profession
• Leisure
• Moving firms
• Nursing, normal care and home care
• Opticians
• Paintwork, glazing and plasterwork
• Parquet floorings
• Pets and domestic animals
• Private health care clinics
• Private education institutes
• Public transport
• Rebuilding
• Roofing
• Selling door-to-door
• Stores for construction supplies/materials

Cable television
Post
Electronic communication services
Telecommunications
Information service providers
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The Dutch ADR SystemOverview

• Internet shopping
• Jewellery
• Legal profession
• Leisure
• Moving firms
• Nursing, normal care and home care
• Opticians
• Parquet floorings
• Pets and domestic animals
• Post
• Private health care clinics
• Private education institutes
• Public transport
• Selling door-to-door

• Aviation
• Bicycles
• Cable television
• Car rentals
• Crèches
• Dry-cleaning and laundry services
• Driving schools
• Electrical goods
• Electronic communication services
• Energy and water
• Energy label
• (Real-) estate-agency
• Funeral services
• Gardening
• Glass, porcelain and earthenware

Air-conditioning

Building materials
Building refinement
Paintwork, glazing and plasterwork
Rebuilding
Roofing
Stores for construction supplies/mat.
Sun screens
Handy men and floor companies
Houses, newly built
Installation technicians
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The Dutch ADR SystemOverview

• Air-conditioning
• Building materials
• Building refinement
• Cable television
• Crèches
• Dry-cleaning and laundry services
• Driving schools
• Electrical goods
• Electronic communication services
• Energy and water
• Energy label
• (Real-) estate-agency
• Funeral services
• Gardening
• Glass, porcelain and earthenware

• Internet shopping
• Jewellery
• Legal profession
• Leisure
• Nursing, normal care and home care
• Opticians
• Paintwork, glazing and plasterwork
• Parquet floorings
• Pets and domestic animals
• Post
• Private health care clinics
• Private education institutes
• Rebuilding
• Roofing
• Selling door-to-door
• Stores for construction supplies/materials

Aviation

Bicycles
Moving firms
Car rentals
Public transport
Taxi transport
Vehicles
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The Dutch ADR SystemOverview

• Air-conditioning
• Aviation
• Building materials
• Building refinement
• Bicycles
• Cable television
• Car rentals
• Crèches
• Dry-cleaning and laundry services
• Driving schools
• Electrical goods
• Electronic communication services
• Energy and water
• Energy label
• (Real-) estate-agency
• Funeral services
• Gardening
• Glass, porcelain and earthenware

• Internet shopping
• Jewellery
• Legal profession
• Moving firms
• Nursing, normal care and home care
• Opticians
• Paintwork, glazing and plasterwork
• Parquet floorings
• Pets and domestic animals
• Post
• Private health care clinics
• Private education institutes
• Public transport
• Rebuilding
• Roofing
• Selling door-to-door
• Stores for construction supplies/materials

Leisure
Travel
Water sports
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The Dutch ADR SystemOverview

• Air-conditioning
• Aviation
• Building materials
• Building refinement
• Bicycles
• Cable television
• Car rentals
• Dry-cleaning and laundry services
• Driving schools
• Electrical goods
• Electronic communication services
• Energy and water
• Energy label
• (Real-) estate-agency
• Funeral services
• Gardening
• Glass, porcelain and earthenware

• Internet shopping
• Jewellery
• Legal profession
• Leisure
• Moving firms
• Paintwork, glazing and plasterwork
• Parquet floorings
• Pets and domestic animals
• Post
• Private education institutes
• Public transport
• Rebuilding
• Roofing
• Selling door-to-door
• Stores for construction supplies/materials

Nursing, normal care and home care
Opticians
Crèches
Private health care clinics
Health care (e.g. hospitals)
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The Dutch ADR SystemCharacteristics complaints
boards

• 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)

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The Dutch ADR SystemElectronic system
Electronic workflow

• Impersonal
• Task driven

Electronic business index
Electronically submitting a complaint

• Username / password
• Follow the dispute

• All participating
• companies
• Search engine

E-De Geschillencommissie
Electronic binding decisions index
Electronic feedback trade association

• Uniform line of decisions
• Orientation in advance
• Search engine

• Quality circle

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The Dutch ADR SystemFigures

• 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

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The Dutch ADR SystemFunding

• Government Infrastructure Fixed amount
• Business Handling costs Less cases
• Less costs
• Consumer fee 25.- - 125.- Thats it

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The Dutch ADR SystemConclusion
50 Consumer Complaints Boards

• High quality
• Trustfull
• Uniformity

• Easy accessible
• Fast
• Cheap

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Consumer Complaints Boards

• A best practice
• commitment from government,
• consumer organisations,
• trade and industry

www.degeschillencommissie.nl 31 70 310 53 26