What is ODR?

ODR means online dispute resolution or it is the most modern type of ADR based on modern technical means.

In Bulgaria, the only web-based ODR systems are those of the European Union and NAIS's own electronic platform.

NAIS resolves consumer disputes in both systems.

Online platform of NAIS- nais.bg

NAIS has created an electronic platform, in which quickly, conveniently, easily, from anywhere in the world and at any time, consumers and traders can participate in resolving the dispute between them. For this to happen, both parties need to register with it. It is possible for a user to register a trader himself, if they want to file a complaint to one who has not yet registered in the NAIS platform.

In the NAIS platform, countries can find a solution in two ways, for which two separate modules have been developed. One way is direct negotiations and the other is mediation. It is also possible for the parties to first try to agree directly and then, if they are unable to come to a win-won solution, to switch to mediation, by pressing the START MEDIATION button. The communication is done via chat, and for each new event in the system, the parties receive an email notification.

The deadline for concluding the direct negotiations is 30 days, and for mediation 90 days from its start. In case any of these deadlines expires, the system automatically terminates the case. In direct negotiations, even if the deadline has expired, if the parties consider that they want to conduct mediation, they can start it at any time.