What is SAL?

ADR is an alternative mechanism to the court system that offers consumers the possibility to resolve disputes they may have with traders when they have a problem with the purchase of a product or service.

Thus, complaints against traders are presented voluntary by consumers and are dealt with in an independent, impartial, transparent, fast and fair way.

The Alternative Dispute Resolution Directorate has the competence to settle alternatively national and cross-border disputes arising from sales or service contracts concluded with a trader operating in Romania, in the sectors of activity in which ANPC is competent.

What are the conditions for accessing the ADR procedure?

• The dispute could not be settled directly with the trader;
• The complaint has not previously been considered by another ADR entity or by a court of law, nor has it been submitted to another public authority;
• The complaint shall be lodged within 1 year from the date on which it was submitted to the trader or from the date on which the act giving rise to the dispute was committed;
• Litigation does not seriously affect the efficient functioning of the ADR entity;
• Litigation is not promoted in bad faith and is not offensive;
• The dispute is within the competence of the ADR entity referred.

If the ADR Directorate is unable to review a complaint submitted to it, it will provide both parties with an explanation of the reasons for not reviewing the dispute within 21 calendar days of receipt of the complaint file.

SALT DIRECTORATE

e-mail: dsal@anpc.ro