Do I have to say on my website where a consumer can take a dispute?

If you have committed, or are obliged by regulation, to resolve consumer disputes before an alternative dispute resolution body (ARPS), you must tell consumers so clearly and accessibly on your website and in your premises, with the postal and web address of that body (art. 22(1) to (3)). When a complaint is not resolved, your reply must name the body and say whether you will take part (para. 4). Checked by the market inspectors of the State Inspectorate.

Who must?

Traders selling to consumers with a seat in Croatia: online shop, salon, shop, trade, repair shop. Bodies: e.g. the HOK mediation centre for trades (list on gov.hr).

What to do?

1. Pick an ADR body from the list (for a trade the HOK mediation centre) and note its postal and web address.
2. Add a sentence next to the complaints notice, online and on the wall: "We also resolve disputes before the ADR body ... (address, website)".
3. Add that notice and a statement on whether you take part to every reply to an unresolved complaint.

Where to file?

Nothing is filed; the notice goes on the website, in the premises and in the reply to a complaint.

Who checks?

State Inspectorate (market inspectors)

Fine

Trader that is a legal person 2,000 to 5,000 kuna (about 265 to 664 €), responsible person and trader that is a natural person 1,000 to 3,000 kuna (Croatian ADR Act art. 31; the text is still in kuna).

What if I am already late?

Add the sentence today next to the complaints notice; the notice generator includes it.