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Directive 2013/11/EU - Alternative Dispute Resolution Directive (ADR)RecitalsChapter I General provisions (arts. 1-4)Article 1 Subject matterArticle 2 ScopeArticle 3 Relationship with other Union legal actsArticle 4 DefinitionsChapter II Access to and requirements applicable to ADR entities and ADR procedures (arts. 5-12)Article 5 Access to ADR entities and ADR proceduresArticle 6 Expertise, independence and impartialityArticle 7 TransparencyArticle 8 EffectivenessArticle 9 FairnessArticle 10 LibertyArticle 11 LegalityArticle 12 Effect of ADR procedures on limitation and prescription periodsChapter III Information and cooperation (arts. 13-17)Article 13 Consumer information by tradersArticle 14 Assistance for consumersArticle 15 General informationArticle 16 Cooperation and exchanges of experience between ADR entitiesArticle 17 Cooperation between ADR entities and national authorities enforcing Union legal acts on consumer protectionChapter IV The role of competent authorities and the Commission (arts. 18-20)Article 18 Designation of competent authoritiesArticle 19 Information to be notified to competent authorities by dispute resolution entitiesArticle 20 Role of the competent authorities and of the CommissionChapter V Final provisions (arts. 21-28)Article 21 PenaltiesArticle 22 Amendment to Regulation (EC) No 2006/2004Article 23 Amendment to Directive 2009/22/ECArticle 24 CommunicationArticle 25 TranspositionArticle 26 ReportArticle 27 Entry into forceArticle 28 AddresseesDone at
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Version status: Entered into force | Document consolidation status: No known changes
Version date: 8 July 2013 - onwards
Version 2 of 2

Article 14 Assistance for consumers

DRAFT Replaced Article 1 Amendments to Directive 2013/11/EU of the Proposal for a Directive of the European Parliament and of the Council amending Directive 2013/11/EU on alternative dispute resolution for consumer disputes, as well as Directives (EU) 2015/2302, (EU) 2019/2161 and (EU) 2020/1828 (COM(2023) 649 final / 2023/0376 (COD)) (updated 20 September 2024 with Note - Mandate for negotiations with the European Parliament)
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1. Member States shall ensure that, with regard to disputes arising from cross-border sales or service contracts, consumers can obtain assistance to access the ADR entity operating in another Member State which is competent to deal with their cross-border dispute.

2. Member States shall confer responsibility for the task referred to in paragraph 1 on their centres of the European Consumer Centre Network, on consumer organisations or on any other body.

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