Traders Which Have Selected Us

We are striving to change the culture in resolving disputes. Being Co-funded by the European Union, we have tried to approach traders from all economic sectors in order for them to appoint us as the Center to resolve their disputes.

IKEA H.M. Housemarket (Cyprus) Ltd

McDonalds Restaurants

Marks & Spencer

Starbucks Coffee

Public

Δήμος Αγλαντζιάς

Services of the Center

We bring the parties to a dispute together in order to resolve it quickly, cost-effectively and out of the court. We also train mediators and we inform consumers and businesses of their rights as well as alternative dispute resolution.

Law Firms and Alternative Dispute Resolution

The law firms below deal with Alternative Dispute Resolution (Arbitration and Mediation) and lawyers from their ranks have trained as Mediators in our Center

Disputes we Resolve

We resolve disputes between consumers and traders (C2B), disputes between traders (B2B) and any other civil disputes through mediation, conciliation and arbitration.

Benefits of Alternative Dispute Resolution

Yes check.svg ADR procedures are faster than those of the courts and their costs are lower.

Yes check.svg ADR procedures are usually conducted and completed privately and confidentially, without any damage to the reputation of a trader’s business (for example through adverse publicity).

Yes check.svg ADR processes are more flexible both in terms of outcome as well as with the procedure followed which does not need to abide by strict procedural guidelines. It is still possible to achieve a fairer outcome for the parties which could not be achieved in a court. This is because the court generally decides a case on a win or lose basis – ADR aims at keeping both parties happy by letting parties reach a mutually acceptable and beneficial outcome.

Yes check.svg ADR procedures are friendlier and avoid direct conflicts between parties as compared to those of the Courts.

A few words about the Cyprus Consumer Center for Alternative Dispute Resolution

We are pioneers in online Dispute Resolution

A Trader and the ADR Specialist  can apply with a click to become a Member of the Center. A Consumer can also submit his complaint speedily through the website. The Center informs the Trader immediately so as to minimize delays.

We cover all types of Disputes

We cover all types of consumer disputes except for telecommunications and postal services which are handled under legislation by OCECPR.

We are the fastest and most affordable 

Our dispute resolution procedures are the fastest and the cheapest on the market today for both Traders and Consumers.

We cover the whole of Cyprus 

We cover all Districts of Cyprus for easier and better access to ADR Services for Traders and Consumers.

We cover domestic and cross-border disputes

The services we provide cover both domestic and cross-border disputes that have arisen from both online transactions and off-line transactions.

Impartiality is guaranteed

We guarantee neutrality, impartiality and independence of procedures since we do not represent the interests of anybody.

In Which Areas Can We Help?

Financial Services

Health

Consumer Goods

Consumer Services

Education

Energy and Water

Recreational Services

Transport

Reasons to Choose the Cyprus Consumer Center for Alternative Dispute Resolution

  • It is Funded by the European Union (Consumer Programme 2014-2020).

  • Entrusts ADR to well-trained individuals who possess the relevant Experience and Knowledge.

  • First to cover ALL consumer contracts for goods and services except telecommunications and postal services.

  • Wide jurisdiction to resolve ANY disputes in the whole of Cyprus.

  • Supported by individuals who have years of academic and practical experience in Consumer related matters.

  • Lowest Prices.

First ADR Body covering all Consumer Disputes

We have trained over 150 Mediators

Fastest in solving Disputes

Submit a dispute any hour any day

Natural Persons Responsible for Alternative Dispute Resolution

Our Center has over 160 natural persons who are responsible for the alternative dispute resolution of disputes through the methods of mediation, conciliation and arbitration. A lot of them have trained as Mediators with our Center.

Evripides Hadjinestoros Lawyer
Evripides is a Lawyer and the founder of the Cyprus Consumer Center for Alternative Dispute Resolution. He is a certified HRDA Trainer and a Certified Mediator Trainer. After completing his LLB Law degree at the Queen Mary University of London in 2009, he then completed a post-graduate diploma in Company Law LLM, at University College in London. He graduated with Distinction. In 2016, Evripides published the book «The Law on the Sale of Goods and Consumer Protection in Cyprus», which was published by Nomiki Vivliothiki and has headed the team responsible for drafting the Consumer Protection Law 2021 in Cyprus. He has taught and is currently teaching extensively on commercial and consumer law matters at the European University Cyprus. He has been quoted and cited in legal textbooks in the UK and recently in a judgement in Cyprus.
Doria Varoshiotou Lawyer
Doria is a graduate of the University of Cyprus with a degree in Greek Literature - Byzantine and Modern Greek Studies (2009). She is also a law graduate of the University of Leicester (Law LL.B Hons.) and she holds an MBA in Economics and Management from the University of Cyprus. Her practice areas include Litigation and Arbitration, Commercial and Corporate Law, EU Law, Constitutional, Public and Administrative Law, Cross-Border-Disputes, Private International Law, Real-Estates, Investments, Employment Law, Intellectual Property Law, Banking and Finance, Will and Successions, Trusts, Winding-up and liquidation of Companies as well as medical negligence.
Yannos Poumpouris Civil Engineer
Giannos is a Civil Engineer. He is the Director of the Federation of Cyprus Construction Contractors Associations, a Member of the General Council of the Cyprus Scientific and Technical Chamber and a Member of the Board of Directors of the Cyprus Association of Civil Engineers. He graduated from the Democritus University of Thrace and then completed his master's degree in Project Management at the University of Naples. As a design consultant he has worked in design offices and collaborated with construction authorities, in the preparation of static studies, project supervision and contract management.
Christiana Antoniou Lawyer
Christiana is a Lawyer and she has graduated from Kingston University and followed a post-graduate program on Company and Commercial Law at the University of London. Since 2010, she is a licensed advocate by the Cyprus Bar Association and since 2018 she is an accredited Mediator, having successfully completed a 40-hour mediation training program.

How it Works

The operation of the Center is based on Rules based on international standards. We resolve all disputes including consumer, banking, civil and commercial between any party with the methods of mediation, conciliation and arbitration

Arbitration is an alternative to judicial proceedings when a dispute arises between two contracting parties regarding the performance of obligations or exercise of rights in the context of their contractual relationship. An arbitrator is appointed to solve the dispute. Read More
Conciliation is a type of Alternative Dispute Resolution procedure whereby the parties come together in order to settle their disputes through an agreement. A third party called the “conciliator” is appointed who is neutral and helps the parties find common grounds in order to settle their disputes. Read More
Mediation is defined as a structured process, however named or referred to, whereby two or more parties to a dispute attempt by themselves, on a voluntary basis, to reach an agreement on the settlement of their dispute with the assistance of a natural person called the “Mediator”. Read More

Seminars

We offer seminars which relate to consumer protection and alternative dispute resolution. Our next seminars relate to banking law, consumer protection and mediation training

MEDIATION

26,27,28 November and 3,4,5 December 2021

40 hours

CONSUMER BANKING

(TBA)

5 hours

CONSUMER RIGHTS

(TBA)

4 hours

MANDATORY INFORMATION FOR CONSUMER DISPUTES

Our Contact Details

Address: Kyriakou Matsi 16, Eagle House, 8th Floor, 1082, Nicosia, Cyprus

Telephone: +357 22 519741

Fax: +357 22 318214

E-mail: secretariat@adr.com.cy

Our Authority to Act as an ADR entity

Our Entity is included in a list of ADR Entities and can be found in the website of the Consumer Protection Service and the website of the European Commission.

Languages

The languages in which complaints can be submitted and in which the ADR procedure is conducted are Greek or English.

Membership in networks of ADR entities fasciitating cross-border dispute resolution

We are currently working on this.

Types of DIsputes we are competent to deal with

We currently competent to deal with the following matters arising from consumer disputes:

  • Consumer Goods
  • Education
  • Energy and Water
  • Financial Services
  • General Consumer Services (Such as Real Estate, Construction of new houses, House maintenance and improvement, renovation)
  • Health
  • Leisure Services
  • Transport Services

There are no thresholds in relation to any of the disputes which we deal with. However, in case the consumer chooses arbitration, the dispute must be over €500 in value.

Our Procedural Rules, average length of the procedure and binding nature of procedures

We use three types of Alternative Dispute Resolution procedures for Consumer Disputes. These are Arbitration, Conciliation and Mediation.

Type of ADR Procedure Rules Other rules which we may use Average length of the procedure Is the procedure Binding?
Arbitration Arbitration Rules Arbitration Law of Cyprus (Cap 4) 60 days from the procedure being initiated The procedure is binding provided that the parties have been informed after the dispute arising of its binding nature. An award issued during the arbitral process may be enforced by the court.
Conciliation Conciliation Rules 40 days from the procedure being initiated Conciliation and Mediation are not binding and the consumer or trader can walk out of such procedures at any time.

This is unless an agreement is reached between the parties. Such agreement can have the effect of a court judgement if it is registered at the court.

Mediation Mediation Rules Law 158(I)/2012 – Law on Certain Matters Arising in Civil Disputes Law of 2012

Law 85(I)/2017 – Law on Alternative Dispute Resolution of Consumer Disputes

What are the fees of Consumer ADR procedures?

The costs of each procedure are the following:

The fees payable by the consumer and the trader vary depending on the ADR procedure used.

1. MEDIATION/CONCILIATION

Filing Fees for a Consumer who files the Request

€20 non-refundable filing fee, to file the dispute with the Center.

Mediation/Conciliation Fees

Amount of Purchased Goods or Services in Euro (€) Consumer Fees in Euro (€)* Trader Fees in Euro (€)
Up to 500 20 80
501 – 2.000 40 160
2.001 – 10.000 80 320
10,001 -50,000 160 640
50,001 – 100,000 320 1280
100,001 and over 640 1700
  1. All the above fees are exclusive of VAT and are payable prior to the initiation of the Mediation/Conciliation.
  2. The above fees are based on 8 hours of Mediation/Conciliation. For every extra hour required for Mediation/Conciliation the following fees are payable:

(a) An additional fee of €20 plus VAT per hour for the Consumer and €60 plus VAT per hour for the Trader for any disputes between €0 – €10,000.

(b) An additional fee of €40 plus VAT per hour for the Consumer and €100 plus VAT per hour for the Trader for any disputes over €10,000.

* For financial disputes, no Mediation/Conciliation Fee is payable by the Consumer. For all other cases, the maximum amount payable by the Consumer is €800

3. ARBITRATION

Filing Fees

€20 non-refundable filing fee, to file the dispute with the Center.

Arbitration Hourly Fees

Amount of Purchased Goods or Services in Euro (€) Consumer Fees in Euro (€) Trader Fees in Euro (€)
500 to 10.000 25 100
10.001 and over 30 120
  • All the above fees are exclusive of VAT and are payable on a per hour basis.
  • A deposit of two hours of Arbitration shall be paid with the commencement of the proceedings (article 3(2) of the Rules)
  • The maximum amount payable by the Consumer is €1000

Natural Persons in Charge of ADR

You can see the persons responsible for ADR by clicking on this link.

Can the consumer or trader withdraw from the procedure?

This depends on the procedure. In the case of arbitration, and provided that this has been agreed after the dispute arising, neither the consumer nor the trader can withdraw from the procedure.

In the cases of mediation and conciliation both parties can withdraw from the procedure prior to reaching an outcome.

When can we refuse to initiate the ADR procedure?

Not all disputes are subject to ADR by the Center. In the following scenarios, we will refuse to initiate an ADR procedure between the consumer and the trader:

  • the consumer did not attempt to contact the trader concerned in order to discuss his complaint and seek, as a first step, to resolve the matter directly with the trader.
  • We find the dispute to be frivolous or vexatious.
  • the dispute is being or has previously been considered by another ADR entity or by a court.
  • the value of an arbitration claim falls below €500.
  • the consumer has submitted the complaint to us after one year from the date upon which the consumer submitted the complaint to the trader.
  • dealing with such a type of dispute would otherwise seriously impair the effective operation of the Cyprus Consumer Center for Alternative Dispute Resolution.

Where, in accordance with our rules we are unable to consider a dispute that has been submitted to us, we shall provide both parties with a reasoned explanation of the grounds for not considering the dispute within three weeks of receiving the complaint file.

Prerequisites to examining a complaint by the consumer

Generally, in order for us to be able to examine a complaint against a trader by the Consumer, the following 3 requirements must be satisfied:

  1. A payment of €20 must be made by the Consumer.
  2. The consumer must have filed his complaint within 1 year after the consumer has attempted to resolve the dispute with the trader.
  • An attempt must have been made by the consumer to resolve the matter directly with the trader.

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ADR Cyprus Center Limited is a Company Registered in Cyprus. This website was funded by the European Union’s Consumer Programme (2014-2020).

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