Member States shall ensure that ADR procedures are effective and fulfil the following requirements:
(a) the ADR procedure is available and easily accessible online and offline to both parties irrespective of where they are;
(b) the parties have access to the procedure without being obliged to retain a lawyer or a legal advisor, but the procedure shall not deprive the parties of their right to independent advice or to be represented or assisted by a third party at any stage of the procedure;
(c) the ADR procedure is free of charge or available at a nominal fee for consumers;
(d) the ADR entity which has received a complaint notifies the parties to the dispute as soon as it has received all the documents containing the relevant information relating to the complaint;
(e) the outcome of the ADR procedure is made available within a period of 90 calendar days from the date on which the ADR entity has received the complete complaint file. In the case of highly complex disputes, the ADR entity
…