Online rješavanje prekograničnih potrošačkih sporova

master's thesis

• Title (english): Online dispute resolution for cross-border consumer disputes
• Author: Jana Ružić
• Mentor: Tena Hoško (mentor)
• Committee member: Tena Hoško (predsjednik povjerenstva)
• Committee member: Hrvoje Sikirić (član povjerenstva)
• Committee member: Dora Zgrabljić Rotar (član povjerenstva)
• Granter: University of Zagreb; Faculty of Law; (Private International Law); Zagreb
• Defense date and country: 2022-07-15, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Law

Abstract

Kako u svijetu, tako i u EU postoji stalni porast e-trgovine. Takve transakcije putem interneta, koje danas polako zamjenjuju trgovinu uživo, najčešće su prekogranične prirode. Glavni cilj EU je stvoriti jedinstveno tržište za sve države članice. Rascjepkanost unutarnjeg tržišta sprječava daljnji razvoj gospodarstva i predstavlja prepreku kolanju međunarodne trgovine. Upravo zbog toga treba zaštiti glavne aktere e-trgovine koji su ranjivi u usporedbi s trgovcima. Potrošači ne znaju imaju li i koja su im prava u drugim državama, a tako ni trgovci ne znaju koje su im obveze. Potrošači su zabrinuti zbog , jezične barijere, troškova i nepoznatih postupovnih pravila u rješavanju sporova u drugoj državi članici. Zbog toga je EU odlučila uspostaviti online rješavanje sporova. Djelovanje ODR-a počiva na Uredbi 524/2013 o mrežnom rješavanju potrošačkih sporova iz 2013. koja je donesena kao dio reformskog paketa EU-a zajedno s Direktivom 2013/11/EU-a o alternativnom rješavanju potrošačkih sporova. S obzirom da ODR djeluje preko tijela za alternativno rješavanje potrošačkih sporova, pretpostavka funkcioniranja platforme za ODR upravo je preuzimanje Direktive o ADR-u u nacionalno zakonodavstvo. U radu će se raspravljati o legislativnom pristupu Europske Unije ADR-u i ODR-u, te kako to izgleda u praksi.

Abstract (english)

Both in the world and in the EU, there is a constant increase in e-commerce. Such transactions via the Internet, which today are slowly replacing live trade, are mostly cross-border in nature. The main goal of the EU is to create a single market for all member states. The fragmentation of the internal market prevents further development of the economy and represents an obstacle to the flow of the international trade. This is precisely why the main e-commerce actors should be protected who are vulnerable compared to the retailers. Consumers do not know if they have rights and what are their rights in other countries, and traders do not know what their obligations are. Consumers are concerned about language barriers, costs and unknown procedural rules in resolving disputes in another member country. This is why the EU decided to establish online dispute resolution (ODR). The operation of the ODR rests on the Regulation 524/2013 that talks about the network resolution of consumer disputes from 2013, which was adopted as part of the reform package of the EU together with Directive 2013/11/EU on alternative resolution of consumer disputes (ADR). Considering that the ODR acts through the body for alternative resolution of consumer disputes, the assumption of functioning of the platform for ODR is precisely the adoption of the Directive of ADR into the national legislation. The paper will discuss the European Union's legislative approach to ADR and ODR, and how it looks in practice.

• Keywords: Ključne riječi : potrošač; alternativno rješavanje sporova; online rješavanje sporova; Direktiva (2013/11/EU); Uredba o ODR-u (524/2013); Zakon o alternativnom rješavanju potrošačkih sporova (NN 121/16; 32/19); e-trgovina
• Keywords (english): Key words : Consumer; Alternative Dispute Resolution; Online Dispute Resolution; Directive (2013/11/EU); Regulation on consumer ODR (524/2013); The law on alternative resolution of consumer disputes (NN 121/16; 32/19); e-commerce
• Language: croatian
• URN:NBN: urn:nbn:hr:199:279118
• Study programme: Title: Law; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra prava (magistar/magistra prava)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2022-07-18 09:54:13