Paragraph 1

The information required by regulations 3(1), 4(1) and 5(1) is—

(a)

the number of requests for ADR^f1 received;

(b)

the number and percentage of such requests that were—

(i)

accepted for ADR resolution;

(ii)

not accepted for ADR resolution and the grounds for refusal;

(iii)

resolved through ADR;

(iv)

discontinued before ADR resolution was reached and, if known, the reasons for the discontinuation;

(v)

resolved in favour of the consumer; and

(vi)

resolved in favour of the trader;

(c)

the number and percentage of requests for ADR categorised according to—

(i)

the legislation alleged to have been breached; and

(ii)

the type of complaint;

(d)

the number and percentage of requests accepted for ADR resolution categorised according to the kind of ADR carried out;

(e)

the average time taken to resolve consumer contract disputes calculated—

(i)

from the date the ADR request was made to the information provider to the date of resolution; and

(ii)

from the date the request was accepted for ADR resolution to the date of resolution;

(f)

where known, the rate of compliance with the outcomes of ADR or any other actions agreed before ADR resolution was reached;

(g)

where the information provider has made special ADR arrangements—

(i)

the type of ADR conducted under such arrangements; and

(ii)

the number of ADR providers engaged;

(h)

based on the information provider’s experience—

(i)

a description of any recurring systemic or substantive issues that commonly cause disputes between consumers and traders; and

(ii)

any recommendations for avoiding or resolving such issues in the future;

(i)

an assessment of the effectiveness of the ADR offered and any suggestions for improvements;

(j)

any information on trader and consumer confidence in, and satisfaction with—

(i)

the information provider; and

(ii)

any ADR providers engaged under special ADR arrangements;

(k)

information on any training provided to persons engaged by the information provider to carry out ADR; and

(l)

any other information that the information provider considers relevant.

Annotations

Footnotes

f1: See section 291(2) of the Act for the definition of “ADR”.