More knowledge and more accessible online resolution of consumer disputes
When a purchase leads to a dispute, consumers and traders need clear information and an opportunity to seek a solution through dialogue. This was the focus of NAIS’s IMPACCTT ADR-2 project. With support from the EU Single Market Programme, we combined information and educational activities with online platform improvements to support the use of alternative dispute resolution (ADR).
Interest in the service increased. Trader registrations on the platform grew by 41% from the start of the project, against a target of 20%. Complaints received by the centre increased by 18% compared with the same period in previous years, against a target of at least 15%. More traders can now use the platform, while more consumers are turning to the centre for assistance.
A key focus of the information activities was the latest legislative changes in consumer ADR and their relevance to consumers and traders. Articles on the NAIS website, in external media and on social networks help consumers understand their rights and the options for resolving disputes out of court. For traders, they provide useful information on how ADR can support customer relations and the search for an acceptable solution.
Webinars for traders and mediators complemented this work with practical knowledge of consumer ADR and legislative changes. Traders gained a clearer understanding of the opportunities offered by ADR, while mediators deepened their knowledge of handling consumer disputes.
Exchanging experience within the European Travel_Net network broadened our knowledge of other organisations’ practices and opportunities for cooperation in consumer disputes.
Online platform improvements make it easier to submit and process complaints and communicate among consumers, traders and mediators. Handling cases in English is particularly important because 80% of complaints received by the centre in 2026 concerned cross-border disputes. This adaptation supports participation by parties from different countries in the online procedure.
The project was completed on time, and its benefits remain available. At https://nais.bg/ you can find the information materials, learn about ADR and use the NAIS online platform.
The project is co-funded by the European Union under the Single Market Programme, with the support of the European Innovation Council and SMEs Executive Agency (EISMEA).
Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or European Innovation Council and SMEs Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.
