What is the ODR platform?
The ODR platform is a European initiative which will aid the resolution of disputes between consumers and businesses. The platform will allow consumers to file complaints and will then work with both parties to facilitate a resolution via an alternative dispute resolution service.
Click here to visit their website.
How does ODR work?
If you have a complaint, then you should raise it directly with us first. Please click here for details of our complaints process.
If you are not satisfied with our handling after Stage 1 and Stage 2, then you can proceed by either approaching eCOGRA directly using stage 3 of the complaints process, or through the ODR platform. The European ODR platform will manage disputes through file submission, sharing and communication between eCOGRA and the consumer, but the process may be significantly longer that approaching eCOGRA directly via stage 3.
What is the procedure for using ODR?
Once you have advised the ODR platform of your dispute, they will contact us to ask us to select our ADR (Alternative Dispute Resolution) provider. We will then supply the ODR with details of our ADR provider. ODR will then forward the case to the selected ADR provider to review. We use eCOGRA as our independent ADR provider. eCOGRA will communicate with the operator (Entertaining Play Limited) and you (the customer) within 30 days and eCOGRA will inform both parties of a result within 90 days.
Alternatively, you may contact eCOGRA directly once you have raised your complaint at both stage 1 and stage 2 and remain unhappy with your complaint resolution. Please however ensure that you have fully exhausted our complaint procedure before contacting eCOGRA or ODR.
Please note that the decision of the independent ADR provider is final, whether reached via the ODR website or by contacting them directly via step 3 of the Complaints Procedure.