Czech Trade Inspection Authority’s resolution of consumer disputes

Hlavní informace

Alternative consumer dispute resolution (hereinafter referred to as "ADR") offers consumers a fast and affordable way to resolve disputes with entrepreneurs. The Czech Trade Inspectorate decides on consumer disputes that are not under the jurisdiction of another entity (such as the Energy Regulatory Office, the Financial Arbitrator, the Czech Telecommunications Office).

As part of alternative consumer dispute resolution, you can resolve disputes arising from purchase contracts and service contracts. The Czech Trade Inspectorate most often resolves issues related to complaints about consumer goods, non-delivery of goods or non-refund after withdrawal from the contract, disputes related to the performance of contracts for work or various services, complaints about transportation, tours, etc.

The condition is that you have not been able to resolve the dispute with the seller directly and the 1-year period has not expired since the day you first exercised your right with the seller.

Týká se vás to pokud

You have a consumer dispute with a seller that you have not been able to resolve by agreement and you do not want to go to court.

Kdy službu řešit

While you are free to use this service at any time, the Czech Trade Inspection Authority must receive the ADR application for your consumer dispute within a year of the date on which you first exercised your rights in this matter with the seller.

Vyřízení služby

Co potřebujete pokud službu řešíte

In the ADR application for your consumer dispute, indicate:

• who and what the dispute concerns;
• how you want it to be resolved;
• the date on which you first exercised your rights that are at the centre of the dispute with the seller.

Your application should also include:

• a declaration that, in your dispute, a court has not handed down a ruling, an arbitral award has not been rendered and an agreement has not been reached by the parties in ADR for the consumer dispute, and that judicial proceedings, arbitration and ADR for the consumer dispute have not been initiated under the Consumer Protection Act;
• the date and your signature.

Attach the following to your application:

• proof that you have been unable to resolve the dispute with the counterparty directly;
• other documents available to you;
• if anyone is acting on your behalf under a power of attorney, the power of attorney.

Information on the Czech Trade Inspection Authority’s alternative dispute resolution for consumer disputes can be found on its website (in the section Information on alternative dispute resolution (ADR) for consumer disputes).

Kde a jak službu řešit

You can send the proposal by post to the Czech Trade Inspection Authority or submit it in person at the following address:

Česká obchodní inspekce

Label your application as a ‘consumer dispute resolution application’.

Doplňující informace

Jaký má služba benefit

ADR for consumer disputes is a faster and less costly way of exercising your consumer rights than judicial proceedings.

Možnosti odvolání

Although ADR for consumer disputes does not allow for appeals under the Code of Administrative Procedure, you may file a complaint about the Czech Trade Inspection Authority’s procedure pursuant to Section 175 of that Code.

Sankce

The Czech Trade Inspection Authority may fine a seller up to CZK 1 000 000 for failing to inform the consumer about the possibility of using ADR for consumer disputes or for not providing the cooperation necessary to resolve a dispute.