Member States shall facilitate consumer access to alternative dispute resolution (ADR) for disputes covered by this Directive involving traders established in their territory and, following a joint request, for third‑country trader disputes. Access for third‑country disputes may be made conditional on agreement to the law of the Member State where the ADR entity is established and the trader’s commitment to be bound by ADR procedural rules and any recurrent fees. ADR entities must maintain an up‑to‑date website, accept digital and non‑digital submissions, provide accessible digital tools, inform parties about automated decision‑making and ensure a right to review by a natural person, allow case bundling with prior notice and meet data‑protection requirements under Regulation (EU) 2016/679.

Member States may provide residual ADR entities or rely on entities in other Member States or transnational bodies to ensure coverage. ADR entities may refuse cases where consumers have not first contacted the trader, where disputes are frivolous or already considered, where monetary thresholds apply, where statutory time limits (not less than one year from complaint to trader) are missed, or where handling would impair operations; such refusals require a reasoned explanation within three weeks. Thresholds must not significantly impair access. Competent ADR entities must invite traders to participate; traders must reply within 20 working days (extendable to 30 in complex or exceptional cases), failing which the ADR may presume refusal and close the case. The duty to reply does not apply where participation is mandatory, outcomes can be reached without trader consent, or the trader is contractually committed to ADR.