Resolving Consumer Disputes
We are a Consumer ADR Entity licensed by the Consumer Protection Service. We resolve disputes filed by consumers in relation to loans, restructuring of loan facilities, purchase of goods or services – easily, quickly and at a low cost.
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Example 1 Purchase of a Defective Car
Example 2 Overcharges by a Bank
Example 3 Purchase of a Defective Laptop
Example 4 Purchase of a TV Online
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. |
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| 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 |
- All the above fees are exclusive of VAT and are payable prior to the initiation of the Mediation/Conciliation.
- 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:
- A payment of €20 must be made by the Consumer.
- 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.