Only Bulgarian consumers and traders can register in our online ADR platform. Only Bulgarian traders and consumers can participate in mediation procedure on NAIS online platform. Non-Bulgarian traders and consumers can address the European Union ODR platform for dispute resolution.
ADR is an alternative dispute resolution. It is alternative because it is resolved out of court. We chose mediation as a form of alternative dispute resolution because it is voluntary for the parties, faster and more efficient than litigation, the parties have clarity and control over the final decision on their dispute and most importantly because mediation preserves the relationship between consumer and trader.
The NAIS platform is an innovative system, the only web-based platform of its kind in Bulgaria, providing a virtual environment in which disputes between consumers and traders are resolved. Thanks to it, the ADR Centre of NAIS performs its activities with high proficiency, efficiently, quickly, easily at any time convenient for the parties, wherever they are.
Stages of development of the NAIS platform:
A full list of associated members can be found in the Associate Members page.
The maximum period for direct negotiation is 30 days from the approval of the complaint as admissible.
The maximum term for its holding is 90 days from obtaining the consent of both parties in the NAIS platform.
We select our mediators according to a specially developed list of criteria. In addition, our mediators agree with the NAIS Code of Ethics for conducting ADR.
You must first register on the NAIS platform. Then, when you press the SUBMIT COMPLAINT button, a screen opens in which you fill in basic information about your request. You must agree to the Terms and Conditions to finalize your complaint.
Non-Bulgarian consumers must submit their complaint to the ODR platform of EU.
Filing complaints and resolving disputes, whether through direct negotiations or mediation, is completely free for consumers. The services of the ADR Centre for all disputes are paid by the traders.
If you are a Bulgarian consumer, you can also get additional consultation on your dispute at the Bulgarian National Association of Active Consumers.
See the most frequently asked questions by traders here.