Online dispute resolution

 

ALTERNATIVE DISPUTE RESOLUTION (ADR) FOR EU CITIZENS 

We hereby inform you that as a consumer, you have the opportunity to contact the local ADR body regarding a dispute that you have not been able to resolve directly with BULTEKS 99 LTD.

What is ADR?

The ADR procedure is an alternative (out-of-court) dispute resolution procedure for national and cross-border disputes arising from sales contracts or service contracts between a trader established in the territory of the European Union and a consumer residing in the territory of the European Union, carried out through the intervention of an Alternative Dispute Resolution body (ADR), which ends with the proposal or imposition of a decision or bringing the parties to the dispute together to find a mutually agreed solution.

ADR bodies are out-of-court structures. The ADR body is a neutral party (e.g., conciliator, mediator, arbitrator, ombudsman, or complaints commission) that BULTEKS 99 LTD will use to resolve a dispute if the consumer decides to seek out-of-court dispute resolution. The ADR procedure is inexpensive, easy, and fast, and therefore beneficial for both consumers and traders, who can avoid court costs and lengthy legal proceedings.

 

How can I file a complaint according to the ADR procedure?

If you want to file a complaint, please contact the national ADR body for the territory of the Republic of Bulgaria, which is listed below:

General Conciliation Commission at the Consumer Protection Commission based in Sofia*

Address: Sofia, 1000, Slavykov Square 4 A, tel. 02/933 0517, fax: 02/988 4218

Website: http://www.kzp.bg

e-mail: adr.sofia@kzp.bg

*This ADR Body is included in the list of bodies recognized as alternative dispute resolution bodies between consumers and traders in the territory of the Republic of Bulgaria, approved by order of the Minister of Economy. This ADR body operates continuously and can answer all your questions related to this process.

*This ADR Body is included in the list of ADR bodies that meet the mandatory quality requirements established by Directive 2013/11/EU on alternative dispute resolution for consumer disputes and are notified by the Member States, available on the European Commission's Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=BG

The conciliation procedure is free for the parties, and they do not pay a fee for dispute resolution. The language in which consumers submit their complaints and in which the conciliation procedure is conducted is Bulgarian. The disputes covered by the authority's procedure are national and cross-border disputes between consumers and traders concerning contracts for the sale of goods and the provision of services, including warranty liability, the right to claim for goods or services, unfair contract terms, unfair commercial practices, tourist services, and contracts concluded with consumers.

 

Click here for a link to the European Commission's Online Dispute Resolution platform.