ALTERNATIVE DISPUTE RESOLUTION IS THE QUICKEST WAY TO SETTLE DISPUTESSsetimba Peter
Alternative dispute resolution (ADR) provides a quicker and less expensive way to settle disputes without resorting to the formal court system. ADR has a long tradition in Uganda, existing in communities before colonial times when disputes were resolved communally. However, the introduction of the colonial court system based on common law replaced traditional ADR over time. Now, courts in Uganda require parties to attempt mediation through ADR before a case can be heard. Organizations like World Voices Uganda and the Center for Arbitration and Dispute Resolution help facilitate ADR and often help disputing parties reach agreements instead of lengthy and costly litigation. It is generally better for parties to seek advice from knowledgeable individuals through ADR to resolve disputes rather than
Curbing Social Inequalities And Gender-Based Injustices In Igboland: The Role...IOSR Journals
In this study, the roles of alternative dispute resolution (ADR) traditional bodies in curbing obnoxious gender-based societal practices and injustices in Igboland of Nigeria is critically examined. It is occasioned by public complaints that the orthodox legal system is oftentimes weak and slow in addressing this problem. The poor, the weak and the voiceless in society including women and girls who cannot afford the costs of long and tortuous legal battles in court are usually victims of injustices, unjust practices and lack of equal access to the formal justice system. The specific objectives of the study were to: ascertain the length of time it takes to dispense cases in the formal courts; determine the roles of alternative dispute resolution (ADR) traditional bodies in Igboland in correcting social injustices and in dispute mediations and resolutions in Igbo communities; assess their comparative acceptability vis-à-vis the formal court system amongst the Igbo people of Nigeria. In the study methodology, a combination of desk research and survey technique was employed in gathering data, which were statistically analysed through tests of proportions. Results obtained showed that it takes relatively long to dispense cases in Nigerian courts; alternative dispute resolution (ADR) traditional bodies in Igboland contribute significantly in redressing obnoxious traditional practices and in dispute resolutions in Igbo communities. They are significantly more acceptable and patronized by the people more than the formal courts. It was then recommended that the government of Nigeria should recognize these bodies, use conflict-free public relations media to enlighten them better on fair justice resolution styles and integrate them into the country’s formal legal system
Intellectual Property (IP) and Alternative Dispute Resolution (ADR): Using M...Erica Bristol
This PowerPoint discusses the use of mediation-pre-litigation and during litigation-to resolve intellectual property disputes, including a discussion of the difference between California and federal mediation confidentiality and privilege, and considerations when drafting mediation clauses in licenses and other contracts.
This document appears to be a student research project on alternative dispute resolution focusing on competitive negotiation. It includes an introduction to negotiation principles and styles. It discusses collaborative negotiation and its features. It then defines competitive negotiation, describing it as an aggressive, win-lose approach. The document will compare and contrast collaborative and competitive negotiation, ultimately criticizing the latter approach. It includes headings for chapters on negotiation, styles, competitive negotiation, and a comparison of the two approaches.
Alternative dispute resolution (ADR) refers to ways of resolving disputes outside of litigation, such as negotiation, mediation, arbitration, and collaborative processes. ADR methods are commonly used in family law cases as they often result in more satisfied clients and allow the parties to voluntarily reach mutually agreeable settlements. Key ADR approaches discussed in the document include negotiation between the parties or their lawyers, mediation which uses a neutral third party to facilitate discussion, and arbitration where a third party makes a binding decision.
Alternative Dispute Resolution (ADR) as a Mechanism of Peace in AfricaChantal Abam
conflict resolution has always been an issue of the Criminal Justice System at the international and national levels, but globalization thinking has brought about new mechanism for resolving conflicts.
ALTERNATIVE DISPUTE RESOLUTION IS THE QUICKEST WAY TO SETTLE DISPUTESSsetimba Peter
Alternative dispute resolution (ADR) provides a quicker and less expensive way to settle disputes without resorting to the formal court system. ADR has a long tradition in Uganda, existing in communities before colonial times when disputes were resolved communally. However, the introduction of the colonial court system based on common law replaced traditional ADR over time. Now, courts in Uganda require parties to attempt mediation through ADR before a case can be heard. Organizations like World Voices Uganda and the Center for Arbitration and Dispute Resolution help facilitate ADR and often help disputing parties reach agreements instead of lengthy and costly litigation. It is generally better for parties to seek advice from knowledgeable individuals through ADR to resolve disputes rather than
Curbing Social Inequalities And Gender-Based Injustices In Igboland: The Role...IOSR Journals
In this study, the roles of alternative dispute resolution (ADR) traditional bodies in curbing obnoxious gender-based societal practices and injustices in Igboland of Nigeria is critically examined. It is occasioned by public complaints that the orthodox legal system is oftentimes weak and slow in addressing this problem. The poor, the weak and the voiceless in society including women and girls who cannot afford the costs of long and tortuous legal battles in court are usually victims of injustices, unjust practices and lack of equal access to the formal justice system. The specific objectives of the study were to: ascertain the length of time it takes to dispense cases in the formal courts; determine the roles of alternative dispute resolution (ADR) traditional bodies in Igboland in correcting social injustices and in dispute mediations and resolutions in Igbo communities; assess their comparative acceptability vis-à-vis the formal court system amongst the Igbo people of Nigeria. In the study methodology, a combination of desk research and survey technique was employed in gathering data, which were statistically analysed through tests of proportions. Results obtained showed that it takes relatively long to dispense cases in Nigerian courts; alternative dispute resolution (ADR) traditional bodies in Igboland contribute significantly in redressing obnoxious traditional practices and in dispute resolutions in Igbo communities. They are significantly more acceptable and patronized by the people more than the formal courts. It was then recommended that the government of Nigeria should recognize these bodies, use conflict-free public relations media to enlighten them better on fair justice resolution styles and integrate them into the country’s formal legal system
Intellectual Property (IP) and Alternative Dispute Resolution (ADR): Using M...Erica Bristol
This PowerPoint discusses the use of mediation-pre-litigation and during litigation-to resolve intellectual property disputes, including a discussion of the difference between California and federal mediation confidentiality and privilege, and considerations when drafting mediation clauses in licenses and other contracts.
This document appears to be a student research project on alternative dispute resolution focusing on competitive negotiation. It includes an introduction to negotiation principles and styles. It discusses collaborative negotiation and its features. It then defines competitive negotiation, describing it as an aggressive, win-lose approach. The document will compare and contrast collaborative and competitive negotiation, ultimately criticizing the latter approach. It includes headings for chapters on negotiation, styles, competitive negotiation, and a comparison of the two approaches.
Alternative dispute resolution (ADR) refers to ways of resolving disputes outside of litigation, such as negotiation, mediation, arbitration, and collaborative processes. ADR methods are commonly used in family law cases as they often result in more satisfied clients and allow the parties to voluntarily reach mutually agreeable settlements. Key ADR approaches discussed in the document include negotiation between the parties or their lawyers, mediation which uses a neutral third party to facilitate discussion, and arbitration where a third party makes a binding decision.
Alternative Dispute Resolution (ADR) as a Mechanism of Peace in AfricaChantal Abam
conflict resolution has always been an issue of the Criminal Justice System at the international and national levels, but globalization thinking has brought about new mechanism for resolving conflicts.
Alternate Dispute Resolution: The Employers Alternative to Legal LimboEmployers Resource
Employers are often the target of employee lawsuits. The traditional litigation process falls short in protecting employers. Our ADR program can help your business eliminate litigation and save you in legal costs and hassle. Discover the best alternative to the courtroom that manages your disputes quickly, economically, fairly, and privately.
This document provides an overview of alternative dispute resolution (ADR) methods. It introduces ADR and defines it as any means of settling disputes without litigation. The main ADR methods discussed are mediation, arbitration, neutral evaluation, negotiation and conciliation. Mediation uses a neutral third party to help parties reach an agreement. Arbitration involves binding decisions by expert arbitrators. Neutral evaluation involves early case presentations to a neutral expert. Negotiation and conciliation allow parties to explore solutions with the help of a third party. Other methods mentioned include expert determination, appointing an independent solicitor, and collaborative law.
Three main methods of alternative dispute resolution are discussed: arbitration, mediation, and expert evaluation. Arbitration involves a final binding decision by an impartial person. Mediation uses a neutral party to facilitate discussion between disputing parties to find a mutual agreement. Expert evaluation uses an independent expert as a neutral fact-finder, especially for complex business disputes. ADR methods are increasingly used to resolve various types of disputes including sports contracts, unfair/misleading sales practices, and property/land disputes to reduce court backlogs and maintain relationships. However, more research is still needed to fully evaluate the impact of ADR programs.
This document discusses alternative dispute resolution (ADR) methods. It outlines five main types of ADR: negotiation, mediation, conciliation, arbitration, and collaborative law. Negotiation involves parties discussing to find an agreed solution without being binding. Mediation uses an impartial third party to direct discussion but not suggest outcomes. Conciliation is like mediation but the third party can make suggestions. Arbitration uses a third party to impose a binding decision. Collaborative law involves lawyers collaborating to settle without litigation. Advantages of ADR include being less formal, cheaper and faster than courts. Disadvantages are some disputes not being suitable and decisions not always legally binding.
This document discusses alternative dispute resolution (ADR) techniques for resolving disputes outside of litigation. It defines ADR as approaches that resolve conflicts in a non-confrontational manner. The document then lists and describes the main ADR types: negotiation, mediation, arbitration, ombuds, and family group conferences. Negotiation involves voluntary participation with no third party, while mediation uses a third party facilitator. Arbitration employs a third party to impose a resolution. Ombuds and family group conferences are also discussed. The document concludes that the appropriate ADR technique depends on each situation.
Alternative dispute resolution: Interim MeasuresRittika Dattana
This document provides an overview of interim measures in arbitration proceedings under the Indian Arbitration and Conciliation Act of 1996. It defines interim measures as temporary relief granted pending the final resolution of a dispute. Section 9 of the Act allows parties to approach courts to seek interim measures to preserve assets or evidence. The document discusses the types of interim measures available, including injunctive relief, attachment orders, and appointing receivers. It analyzes the scope of interim measures under Section 9 and their purpose of safeguarding parties from harm due to delays in the arbitration process.
Alternative dispute resolution (ADR) includes methods for resolving disputes outside of the official court system such as negotiation, mediation, arbitration, conciliation, case evaluation, and ombuds. ADR offers benefits like flexibility, lower costs than litigation, preserving relationships, and confidentiality. In Córdoba, Argentina, common ADR organizations include the Department of Consumer Affairs, Department of Labour, and Mediation Center.
This document discusses various dispute resolution methods, beginning with avoidance and negotiation, then exploring mediation, conciliation, arbitration, and litigation. It provides definitions and explanations of each method, including how they differ in terms of the level of third party involvement and whether the outcome is binding or non-binding. Examples of each method are given. Professional arbitration bodies and centers in Nigeria and other countries are also listed.
The document discusses various alternative dispute resolution (ADR) methods for resolving civil legal disputes outside of court. It defines ADR and describes negotiation, mediation, conciliation and arbitration processes. Negotiation involves parties discussing solutions without legal representation, while mediation uses an impartial third party to direct discussion. Conciliation is similar but the third party can make suggestions, and arbitration involves a third party making a binding decision. The document outlines advantages like time and cost savings compared to litigation, and disadvantages such as non-binding decisions and need for voluntary participation.
This document discusses alternative dispute resolution (ADR). It defines ADR as resolving disputes without a trial through processes like arbitration, mediation, and neutral evaluation. The document outlines the philosophies and goals of ADR, including encouraging settlement, adopting a win-win approach, integrating parties' interests, and complying with social norms. It also discusses the success of ADR in Bangladesh, noting statistics that show high rates of cases being resolved through mediation and ADR mechanisms in family courts and other laws.
The document describes the various software and hardware tools used for research, production, and evaluation in a project. For research and planning, tools included Adobe Photoshop, Adobe Premiere Pro, Microsoft Word, Apple Keynote, Blogger, and the internet. Production utilized Adobe Photoshop, Adobe Bridge, Adobe InDesign, Adobe Camera Raw, Microsoft Word, Apple Aperture, Blogger, and the internet. Evaluation used Adobe Photoshop, Microsoft Word, Blogger, and SlideShare. The document also discusses learning about new technologies like SlideShare, SurveyMonkey, and using more advanced functions of Adobe Premiere Pro.
This document analyzes the front cover, contents, and a double page spread of the November 2011 issue of Billboard magazine. The front cover features a close-up shot of Beyoncé to promote her as the main story and attract readers ages 16-28. Inside, the contents page lists music charts but with dull colors, while a double page spread profiles Michael Buble with close-up images and descriptions of his live performance to engage readers in the article. Overall design elements like mastheads, images, and headlines are used across pages to consistently brand the magazine and draw readers in with celebrity coverage.
This summary provides the essential information from the document in 3 sentences:
Fleur la Libre shares personal reflections on writing obituaries for The Courier-Journal after being laid off without warning after 13 years. She discusses lack of closure and saying goodbye to coworkers and sources. The document includes essays on death and obituary writing as well as remembrances of individuals she wrote about, including Phyllis Knight, a pioneering local television journalist in Louisville.
Фоминых А.В. Видеокоммуникации в деятельности образовательных учрежденийprasu1995
Статья опубликована в сборнике:
PR в изменяющемся мире: Региональный аспект: сборник статей/ под ред. М.В. Гундарина, А. Г. Сидоровой, Ю. В. Явинской. – Вып. 9. – Барнаул: Изд-во Алт. ун-та, 2011.
Коммуникации органов власти Алтайского края с населением (монография)prasu1995
Коммуникации органов государственной власти
Алтайского края с населением: стратегии и технологии:
коллективная монография / под ред. проф.
Е. В. Лукашевич. – Барнаул: Изд-во Концепт, 2013. –
338 с.
The document summarizes the proceedings of the Third Baltic Countries Seminar on Alternative Dispute Resolution (ADR), which brought together representatives from European Consumer Centers in Denmark, Estonia, Finland, Germany, Latvia, Lithuania, Poland and Sweden. The speakers presented on existing ADR schemes in their countries and highlighted procedures, requirements, fees and availability for cross-border disputes. Key issues discussed included obstacles faced in accessing ADR, improvements to accessibility, the role of European Consumer Centers, and how ADR mechanisms cooperate in practice on individual cases. Country-by-country presentations provided overviews of ADR bodies and processes in each represented nation.
The Association of Municipalities Polish Network "Energie Cités" (PNEC) is a non-profit organization established in 1994 that supports Polish towns, cities, and districts in developing energy efficiency and renewable energy policies. As the official Supporter of the Covenant of Mayors since 2009, PNEC helps its members and other Polish municipalities meet Covenant commitments by providing expertise, assistance with developing Sustainable Energy Action Plans, and involvement in numerous European projects focused on climate protection and energy savings. PNEC has implemented over 50 national and international projects, organized hundreds of events, and published educational materials to advance its mission of promoting local energy policies and sustainable energy practices among Polish local governments.
The Energy Regulatory Office (ERO) regulates Poland's energy sector and promotes competition in energy markets. The ERO was established in 1998 and is headed by the President of ERO. Key responsibilities of the ERO include regulating energy companies, promoting competition, balancing interests of companies and consumers, granting licenses, approving tariffs, and resolving disputes. The ERO aims to ensure sustainable development, competition, energy security and efficient use of energy resources.
This document summarizes the key changes in Lithuania's electricity market since liberalization. It discusses how the market opened up to competition between electricity suppliers starting in 2010. Consumers now have a choice between fixed-price contracts and market-based variable prices. They receive separate invoices from their electricity supplier and the grid operator LESTO. The document addresses common consumer concerns, clarifying that suppliers are only responsible for electricity supply while LESTO remains responsible for grid infrastructure. Overall, liberalization has introduced competition that offers consumers more choice between suppliers and pricing options.
Alternate Dispute Resolution: The Employers Alternative to Legal LimboEmployers Resource
Employers are often the target of employee lawsuits. The traditional litigation process falls short in protecting employers. Our ADR program can help your business eliminate litigation and save you in legal costs and hassle. Discover the best alternative to the courtroom that manages your disputes quickly, economically, fairly, and privately.
This document provides an overview of alternative dispute resolution (ADR) methods. It introduces ADR and defines it as any means of settling disputes without litigation. The main ADR methods discussed are mediation, arbitration, neutral evaluation, negotiation and conciliation. Mediation uses a neutral third party to help parties reach an agreement. Arbitration involves binding decisions by expert arbitrators. Neutral evaluation involves early case presentations to a neutral expert. Negotiation and conciliation allow parties to explore solutions with the help of a third party. Other methods mentioned include expert determination, appointing an independent solicitor, and collaborative law.
Three main methods of alternative dispute resolution are discussed: arbitration, mediation, and expert evaluation. Arbitration involves a final binding decision by an impartial person. Mediation uses a neutral party to facilitate discussion between disputing parties to find a mutual agreement. Expert evaluation uses an independent expert as a neutral fact-finder, especially for complex business disputes. ADR methods are increasingly used to resolve various types of disputes including sports contracts, unfair/misleading sales practices, and property/land disputes to reduce court backlogs and maintain relationships. However, more research is still needed to fully evaluate the impact of ADR programs.
This document discusses alternative dispute resolution (ADR) methods. It outlines five main types of ADR: negotiation, mediation, conciliation, arbitration, and collaborative law. Negotiation involves parties discussing to find an agreed solution without being binding. Mediation uses an impartial third party to direct discussion but not suggest outcomes. Conciliation is like mediation but the third party can make suggestions. Arbitration uses a third party to impose a binding decision. Collaborative law involves lawyers collaborating to settle without litigation. Advantages of ADR include being less formal, cheaper and faster than courts. Disadvantages are some disputes not being suitable and decisions not always legally binding.
This document discusses alternative dispute resolution (ADR) techniques for resolving disputes outside of litigation. It defines ADR as approaches that resolve conflicts in a non-confrontational manner. The document then lists and describes the main ADR types: negotiation, mediation, arbitration, ombuds, and family group conferences. Negotiation involves voluntary participation with no third party, while mediation uses a third party facilitator. Arbitration employs a third party to impose a resolution. Ombuds and family group conferences are also discussed. The document concludes that the appropriate ADR technique depends on each situation.
Alternative dispute resolution: Interim MeasuresRittika Dattana
This document provides an overview of interim measures in arbitration proceedings under the Indian Arbitration and Conciliation Act of 1996. It defines interim measures as temporary relief granted pending the final resolution of a dispute. Section 9 of the Act allows parties to approach courts to seek interim measures to preserve assets or evidence. The document discusses the types of interim measures available, including injunctive relief, attachment orders, and appointing receivers. It analyzes the scope of interim measures under Section 9 and their purpose of safeguarding parties from harm due to delays in the arbitration process.
Alternative dispute resolution (ADR) includes methods for resolving disputes outside of the official court system such as negotiation, mediation, arbitration, conciliation, case evaluation, and ombuds. ADR offers benefits like flexibility, lower costs than litigation, preserving relationships, and confidentiality. In Córdoba, Argentina, common ADR organizations include the Department of Consumer Affairs, Department of Labour, and Mediation Center.
This document discusses various dispute resolution methods, beginning with avoidance and negotiation, then exploring mediation, conciliation, arbitration, and litigation. It provides definitions and explanations of each method, including how they differ in terms of the level of third party involvement and whether the outcome is binding or non-binding. Examples of each method are given. Professional arbitration bodies and centers in Nigeria and other countries are also listed.
The document discusses various alternative dispute resolution (ADR) methods for resolving civil legal disputes outside of court. It defines ADR and describes negotiation, mediation, conciliation and arbitration processes. Negotiation involves parties discussing solutions without legal representation, while mediation uses an impartial third party to direct discussion. Conciliation is similar but the third party can make suggestions, and arbitration involves a third party making a binding decision. The document outlines advantages like time and cost savings compared to litigation, and disadvantages such as non-binding decisions and need for voluntary participation.
This document discusses alternative dispute resolution (ADR). It defines ADR as resolving disputes without a trial through processes like arbitration, mediation, and neutral evaluation. The document outlines the philosophies and goals of ADR, including encouraging settlement, adopting a win-win approach, integrating parties' interests, and complying with social norms. It also discusses the success of ADR in Bangladesh, noting statistics that show high rates of cases being resolved through mediation and ADR mechanisms in family courts and other laws.
The document describes the various software and hardware tools used for research, production, and evaluation in a project. For research and planning, tools included Adobe Photoshop, Adobe Premiere Pro, Microsoft Word, Apple Keynote, Blogger, and the internet. Production utilized Adobe Photoshop, Adobe Bridge, Adobe InDesign, Adobe Camera Raw, Microsoft Word, Apple Aperture, Blogger, and the internet. Evaluation used Adobe Photoshop, Microsoft Word, Blogger, and SlideShare. The document also discusses learning about new technologies like SlideShare, SurveyMonkey, and using more advanced functions of Adobe Premiere Pro.
This document analyzes the front cover, contents, and a double page spread of the November 2011 issue of Billboard magazine. The front cover features a close-up shot of Beyoncé to promote her as the main story and attract readers ages 16-28. Inside, the contents page lists music charts but with dull colors, while a double page spread profiles Michael Buble with close-up images and descriptions of his live performance to engage readers in the article. Overall design elements like mastheads, images, and headlines are used across pages to consistently brand the magazine and draw readers in with celebrity coverage.
This summary provides the essential information from the document in 3 sentences:
Fleur la Libre shares personal reflections on writing obituaries for The Courier-Journal after being laid off without warning after 13 years. She discusses lack of closure and saying goodbye to coworkers and sources. The document includes essays on death and obituary writing as well as remembrances of individuals she wrote about, including Phyllis Knight, a pioneering local television journalist in Louisville.
Фоминых А.В. Видеокоммуникации в деятельности образовательных учрежденийprasu1995
Статья опубликована в сборнике:
PR в изменяющемся мире: Региональный аспект: сборник статей/ под ред. М.В. Гундарина, А. Г. Сидоровой, Ю. В. Явинской. – Вып. 9. – Барнаул: Изд-во Алт. ун-та, 2011.
Коммуникации органов власти Алтайского края с населением (монография)prasu1995
Коммуникации органов государственной власти
Алтайского края с населением: стратегии и технологии:
коллективная монография / под ред. проф.
Е. В. Лукашевич. – Барнаул: Изд-во Концепт, 2013. –
338 с.
The document summarizes the proceedings of the Third Baltic Countries Seminar on Alternative Dispute Resolution (ADR), which brought together representatives from European Consumer Centers in Denmark, Estonia, Finland, Germany, Latvia, Lithuania, Poland and Sweden. The speakers presented on existing ADR schemes in their countries and highlighted procedures, requirements, fees and availability for cross-border disputes. Key issues discussed included obstacles faced in accessing ADR, improvements to accessibility, the role of European Consumer Centers, and how ADR mechanisms cooperate in practice on individual cases. Country-by-country presentations provided overviews of ADR bodies and processes in each represented nation.
The Association of Municipalities Polish Network "Energie Cités" (PNEC) is a non-profit organization established in 1994 that supports Polish towns, cities, and districts in developing energy efficiency and renewable energy policies. As the official Supporter of the Covenant of Mayors since 2009, PNEC helps its members and other Polish municipalities meet Covenant commitments by providing expertise, assistance with developing Sustainable Energy Action Plans, and involvement in numerous European projects focused on climate protection and energy savings. PNEC has implemented over 50 national and international projects, organized hundreds of events, and published educational materials to advance its mission of promoting local energy policies and sustainable energy practices among Polish local governments.
The Energy Regulatory Office (ERO) regulates Poland's energy sector and promotes competition in energy markets. The ERO was established in 1998 and is headed by the President of ERO. Key responsibilities of the ERO include regulating energy companies, promoting competition, balancing interests of companies and consumers, granting licenses, approving tariffs, and resolving disputes. The ERO aims to ensure sustainable development, competition, energy security and efficient use of energy resources.
This document summarizes the key changes in Lithuania's electricity market since liberalization. It discusses how the market opened up to competition between electricity suppliers starting in 2010. Consumers now have a choice between fixed-price contracts and market-based variable prices. They receive separate invoices from their electricity supplier and the grid operator LESTO. The document addresses common consumer concerns, clarifying that suppliers are only responsible for electricity supply while LESTO remains responsible for grid infrastructure. Overall, liberalization has introduced competition that offers consumers more choice between suppliers and pricing options.
The document discusses the state of electricity market liberalization in Estonia. It notes that in January 2014, 20% of customers did not have electricity contracts. It also discusses the growth in the number of electricity sellers, with 52 total offering over 110 different package options. However, the document states that price differences between packages have a minimal effect on customer bills, with less than a 2% change in contracts in 2013. It concludes that while Estonia's electricity market is developing, competition and customer interest in comparing offers remains low for now due to its regional nature but will improve with further interconnectors.
This document discusses Italy's open electricity market and lessons that can be learned. It provides an overview of Italy's electricity market, including sources of production, typical costs per kWh, and the roles of the independent regulator and the protection market. While an open market aims to encourage investment and competition, reduce prices and improve transparency, consumers have remained less interested in switching due to unfair practices, limited economic benefits, and weak consumer protections. The document also describes bilateral alternative dispute resolution procedures that aim to rapidly resolve consumer claims against electricity providers.
This document discusses electricity prices and competition in the European energy sector. It notes that while liberalization of the energy market was expected to lead to lower prices through increased competition, household electricity prices have actually increased in the EU by an average of 4% and network costs have risen 18.5%. There are also significant differences between member states, with prices in the highest-cost countries being 2.5-4 times greater than the lowest-cost. The document examines factors influencing electricity prices for consumers in Hungary, including the roles of universal suppliers versus electricity traders and the importance of reading contracts and fees carefully.
The European Consumer Centre Network (ECC-Net) provides assistance to consumers experiencing issues with cross-border purchases in the European Union. There are 30 European Consumer Centres located across the EU and other participating countries. The ECC in Hungary has been hosted by the Hungarian Authority for Consumer Protection since 2011. It assists Hungarian consumers having problems with traders in other countries and consumers from other countries having issues with Hungarian traders. In 2012, the ECC-Net handled over 72,000 contacts, including over 32,000 complaints. The services provided include assisting with complaint resolution, providing information on consumer rights, and advising on alternative dispute resolution options.
The Consumer Complaints Committee (CCC) was established in Estonia in 2004 to provide an alternative dispute resolution (ADR) process for consumer complaints against businesses. The CCC is composed of representatives from both the business and consumer sides. It is competent to settle disputes valued over 300 kroons (around 19 EUR) arising from consumer contracts, except for disputes relating to health services, legal services, or real estate. To file a complaint, consumers submit documentation to the Consumer Protection Board for domestic cases or to ECC Estonia for cross-border cases. Hearings are held to allow both parties to present evidence, and decisions are made within 5 days of the hearing by majority vote, though they are non-binding
This document summarizes consumer complaint statistics and trends from 2004 to 2013 in Estonia. It shows the number of complaints filed each year fluctuated between 111 to 310, with 296 complaints filed in 2013. The percentage of decisions made in favor of consumers ranged from 53% to 68% over the years. While the consumer complaints committee provides an efficient, fast and inexpensive mediation process, some challenges remain such as traders and consumers not attending sittings, legally complex contracts, traders not respecting decisions, and consumers bringing minor cases to the committee.
This document discusses alternative dispute resolution (ADR) in Lithuania. It provides background on ADR, noting that it is an out-of-court mechanism using a neutral third party like an arbitrator or mediator to help consumers and businesses reach agreements. The document then outlines the history and development of ADR in Lithuania, including the first consumer protection law in 1994 and the establishment of various ADR bodies in 2007. It lists the six institutions that handle ADR in Lithuania and covers principles of ADR such as it being free of charge and conducted through written procedures.
This document summarizes Lithuania's annual report on electricity markets submitted to the European Commission. It outlines measures to protect consumer rights and resolve disputes in the electricity sector. Key points include ensuring consumers have the right to choose suppliers and access reliable electricity at fair prices, as well as mechanisms for filing complaints. Suppliers must also provide transparent billing information and disclose data on energy sources and environmental impacts.
Eni has a structure for relations with consumer associations that was established in 2005. It consists of six resources involved in national and international relations, workshops, training for joint conciliation, and a web area for consumer associations. Eni uses an online disputes conciliation process developed with Italy's 18 major consumer associations, allowing customers to be represented by an association during conciliation. The goal is finding solutions through impartial and flexible conciliators in a quick and inexpensive process. Between 2010-2012, Eni received over 2,300 applications and was able to reconcile over 50% of admitted disputes through this joint conciliation process.
The document summarizes the Energy Conciliation Service, which was established in June 2012 to help resolve disputes between energy consumers and operators. It provides an overview of the service's website and online application process, as well as the virtual meeting room where conciliators can facilitate discussions between parties. Contact information is given for Loredana De Angelis, who is responsible for the Energy Conciliation Service.
The document discusses the role of Acquirente Unico (AU) in the Italian electricity market. AU was established to ensure adequate electricity supply and capacity for captive customers in the "enhanced protection" market, including households and small businesses. AU is responsible for procuring electricity through bilateral contracts and power exchanges to supply retailers serving this market. It also monitors retail market conditions and operates an alternative dispute resolution system. The role of AU has helped liberalize the market over time as the enhanced protection segment has decreased from 124.3 TWh to 78.1 TWh from 2007-2012 and more customers switch suppliers.
The document summarizes the role of the Italian Regulatory Authority for Electricity and Gas (AEEG) in promoting alternative dispute resolution (ADR) procedures. It provides an overview of AEEG, its mission to empower and protect consumers, and its support for ADR mechanisms. Specifically, AEEG supports "paritetiche" consumer organizations and the new Energy Conciliation Service to help resolve disputes between consumers and energy companies. It also provides information to consumers about ADR options on its website.
This document outlines the agenda for a two-day seminar hosted by the Danish Ecological Council about alternative dispute resolution in the energy sector for representatives from Baltic countries. The agenda includes presentations on challenges in the Baltic States' electricity sectors, consumer protection and out-of-court settlements in Denmark's energy system, the Danish complaint board for energy disputes, Denmark's energy agreement and regulatory authorities, policies regarding vulnerable electricity customers, and a discussion of topics like smart meters and solar power. The seminar aims to educate Baltic representatives on Denmark's model for resolving consumer energy issues without formal litigation.
The document discusses supplier of last resort regulations in Denmark and other European countries. It summarizes how Denmark previously appointed local electricity suppliers as suppliers of last resort with regulated prices, but changed in 2012 to tendering processes. It also outlines principles for new Danish regulations from 2014, including obligations for all suppliers and improved tools for vulnerable consumers. Additionally, it briefly summarizes supplier of last resort approaches in other countries like Finland, Sweden, Norway, Germany, and Spain.
Overview danish energy situation copenhagen_june2013consumerenergy
The document summarizes Denmark's shift towards renewable energy sources like wind power for electricity production. It shows that from 1990 to 2011, electricity production from wind turbines and hydro power has increased dramatically, now accounting for over half of Denmark's electricity production. Correspondingly, household consumption of oil and coal has declined while renewable energy sources have increased. The document also analyzes electricity consumption patterns and costs for Danish households from multi-family homes versus single-family homes.
Overview danish energy situation copenhagen_june2013
Presentation pagrindine lt 09.05.14
1. Lithuania experience and problems in the
application of alternative dispute resolution in
consumer relations
patir Lietuvos patirttiiss iirr pprroobblleemmooss ttaaiikkaanntt aalltteerrnnaattyyvvųų
ggiinnččųų sspprreennddiimmąą vvaarrttoojjiimmoo ssaannttyykkiiuuoossee
KLAIPEDA, LITHUANIA
2014-05-09
2. AAGGSS EEuurrooppooss SSąąjjuunnggoojjee..
AADDRR iinn EEuurrooppeeaann UUnniioonn..
Today, there are more than 750 ADR entities in the EU.
ES yra daugiau nei 750 AGS subjektų.
ADR procedures are free of charge fro consumers or costs very little
(up to 50 EUR)
AGS procedūros vartotojams yra nemokamos arba kainuoja labai
nedaug (iki 50 EUR).
Most of the disputes are resolved through ADR in 90 days.
Dauguma ginčų AGS būdu išsprendžiami per 90 dienų.
Ensuring an EU wide access to ADR, consumers would save about
22,5 billion EUR
Užtikrinus visoje ES galimybę naudotis AGS subjektų paslaugomis,
vartotojai sutaupytų apie 22, 5 mlrd. EUR.
EC aims to create EU electronic platform (ODR).
EK siekia – sukurti ES elektroninę platformą (GES).
3. Valstybinės ir privačios AGS institucijos ES
Public and private ADR bodies in EU
46%
29%
21% 4%
Valstybinės AGS institucijos
Public ADR bodies
Privačios AGS institucijos
Private ADR bodies
Mišrios AGS institucijos
Combined ADR bodies
Nėra aišku
Unknown
46 %
29 %
21 %
4 %
Lietuvoje yra įkurtos tik valstybinės AGS institucijos, t.y. privačių ar mišrių AGS institucijų nėra.
Only public ADR institutions are established in Lithuania.
5. AGS principai
Principles of ADR
Impartiality and independence - Nešališkumo ir
nepriklausomumo
Transparency - Skaidrumo
Effectiveness - Veiksmingumo
Legitimacy - Teisėtumo
Freedom - Laisvės
Adversarial - Rungimosi
Representation - Atstovavimo
6. AGS institucijos Lietuvoje (1)
ADR institutions in Lithuania
2007 m. kovo 1 d. įsigaliojo Vartotojų teisių apsaugos
įstatymas, kuris įtvirtino teisminiam nagrinėjimui
alternatyvią procedūrą (AGS), nustatė šios procedūros tvarką
ir institucijas.
Law on Consumer Protection went into force 1 March 2007
which established alternative procedure.
7. AGS institucijos Lietuvoje
ADR institutions in Lithuania
•Valstybinė vartotojų teisių apsaugos tarnyba;
State Consumer Rights Protection Authority;
•Ryšių reguliavimo tarnyba - nagrinėja ginčus elektroninių ryšių, pašto ir
pasiuntinių paslaugų srityse;
The Communications Regulatory Authority handle disputes in
electronic communication services, post and courier services
•Lietuvos bankas nagrinėja vartotojų ginčus su finansinių paslaugų teikėjais;
Bank of Lithuania handle disputes in financial services
•Valstybinė energetikos inspekcija prie Energetikos ministerijos ir
Valstybinė kainų ir energetikos kontrolės komisija nagrinėja ginčus
Energetikos įstatyme numatytose vartotojų teisių apsaugos srityse;
State Energy Inspectorate under the Ministry of Energy and
National Control Commission for Prices and Energy handle disputes
according to the Law on Energy in the area of consumer rights protection
8. AGS procedūra Valstybinėje vartotojų tteeiissiiųų aappssaauuggooss ttaarrnnyybboojjee
Procedure of Alternative Dispute Resolution in the State Consumer Rights
Protection Authority
I etapas - pasirengimas nagrinėti ginčą – siūlymas išspręsti ginčą
taikiai:
I stage – preparation for the settlement of the dispute – a
proposal to settle the dispute in the peaceful manner:
VVaarrttoottoojjaass
Consumer
TTaarrnnyybbaa
Authority
PPaarrddaavvėėjjaass aarr
ppaassllaauuggooss
TTeeiikkėėjjaass
Seller or
service
provider
SSkkuunnddaass
Complaint
SSiiūūllyymmaass ssuussiittaaiikkyyttii aarr
ppaatteeiikkttii ppaaaaiišškkiinniimmuuss
Proposal for conciliation
or present explanations
SSuuttiikkiimmaass sspprręęssttii ttaaiikkiiaaii
aarrbbaa ppaaaaiišškkiinniimmaaii
Accept of conciliation
or explanations
9. AGS procedūra Valstybinėje vartotojų tteeiissiiųų aappssaauuggooss ttaarrnnyybboojjee ((22))
Procedure of Alternative Dispute Resolution in the
State Consumer Rights Protection Authority
II etapas - ginčo nagrinėjimas – tikslas yra taikus ginčo sprendimas.
II stage – settlement of the dispute – the aim is peaceful
VVaallssttyybbiinnėė vvaarrttoottoojjųų tteeiissiiųų settlement.
aappssaauuggooss ttaarrnnyybbaa
State Consumer Rights
Protection Authority
GGiinnččoo ššaallyyss ((vvaarrttoottoojjaass iirr
ppaarrddaavvėėjjaass aarr ppaassllaauuggųų tteeiikkėėjjaass))
Parties of the dispute (consumer
and seller or service provider) TTaaiipp
Yes
SSiiūūllyymmaass ggiinnččąą
iiššsspprręęssttii ttaaiikkiiaaii
Proposal to settle
dispute in peaceful
manner
NNee
No
VVaallssttyybbiinnėėss
vvaarrttoottoojjųų tteeiissiiųų
aappssaauuggooss ttaarrnnyybbooss
SSpprreennddiimmaass
Decision of the State
Consumer
Rights Protection
Authority
GGiinnččoo nnaaggrriinnėėjjiimmaass
NNuuttrraauukkiiaammaass
Settlement of the
dispute is terminated
10. AGS procedūra Valstybinėje vartotojų tteeiissiiųų aappssaauuggooss ttaarrnnyybboojjee ((33))
Procedure of Alternative Dispute Resolution in the State Consumer Rights
Protection Authority
● III etapas – sprendimo priėmimas. Valstybinės vartotojų teisių
apsaugos tarnybos sudaryta AGS komisija priima kolegialų
sprendimą.
III stage – adoption of the decision.
● IV etapas – sprendimo vykdymas. Priimtas sprendimas
išsiunčiamas verslininkui ir vartotojui, rekomenduojant jį įvykdyti
per tam tikrą terminą. Tuo atveju, jei verslininkas neįvykdo priimto
sprendimo, Tarnyba apie sprendimo neįvykdymą skelbia viešai
savo interneto tinklalapyje www.vvtat.lt.
IV stage – enforcement of the decision.
11. AAGGSS ssttaattiissttiikkaa VVaallssttyybbiinnėėjjee vvaarrttoottoojjųų tteeiissiiųų aappssaauuggooss ttaarrnnyybboojjee 22001100
mm..,, 22001111 mm.. iirr 22001122 mm.. IIIIII kkeettvv.. ((11))
Statistic Data Regarding the ADR in the Authority
Tarnyboje 2010 m. išnagrinėti 1375 ginčai, 2011 m. – 1225 ginčai, o per 2012 m. III ketv. – 901
ginčas.
During 2010 Authority investigated 1375 disputes, 2011 – 1225 disputes, during 2012
III quarter - 901 disputes.
12. te AGS statistika Valstybinėje vartotojų teiissiiųų aappssaauuggooss ttaarrnnyybboojjee 22001100 mm..,,
22001111 mm.. iirr 22001122 mm.. IIIIII kkeettvv.. ((22))
Statistic Data Regarding the ADR in the Authority
AAkkttuuaalliiooss vvaarrttoottoojjųų pprraaššyymmųų nnaaggrriinnėėjjiimmoo ssrriittyyss
Important sectors in consumer disputes resolution
13. AAGGSS ssttaattiissttiikkaa VVaallssttyybbiinnėėjjee vvaarrttoottoojjųų tteeiissiiųų aappssaauuggooss ttaarrnnyybboojjee 22001100
mm..,, 22001111 mm.. iirr 22001122 mm.. IIIIII kkeettvv.. ((33))
Statistic Data Regarding the ADR in the Authority
Tarnyboje 2010 m. priimti 644 nutarimai, 2011 m. – 622 nutarimai, o per 2012 m. III ketvirčius –
468 nutarimai.
Authority during 2010 made 644 decisions, during 2011 - 622 decisions, during 2012 III quarter –
468 decisions.
14. AAGGSS ssttaattiissttiikkaa VVaallssttyybbiinnėėjjee vvaarrttoottoojjųų tteeiissiiųų aappssaauuggooss ttaarrnnyybboojjee 22001100
mm..,, 22001111 mm.. iirr 22001122 mm.. IIIIII kkeettvv.. ((44))
Statistic Data Regarding the ADR in the Authority
VVaarrttoottoojjųų nnaauuddaaii pprriiiimmttųų nnuuttaarriimmųų įįvvyykkddyymmaass
Enforcement of the decision taken to satisfy consumer request
15. AGS problemos su kuriomis ssuussiidduurriiaammaa LLiieettuuvvoojjee
PPrroobblleemmss iinn tthhee AADDRR iinn LLiitthhuuaanniiaa
Informacijos apie AGS institucijas trūkumas.
Lack of information concerning the ADR.
Trūksta elgesio kodeksų, kurių pagrindu būtų galima vertinti verslo
subjektų veiklą ir veiksmus.
Lack of code conducts, according to which would be
possible to evaluate the activity and actions of business
subjects.
16. PROBLEMS OF REGULATION OF THE ALTERNATIVE DISPUTE RESOLUTION
MECHANISM IN CONSUMER DISPUTES IN LITHUANIA
Five problematic issues of the alternative dispute
resolution mechanism in Lithuania:
1.
The regulation of alternative dispute resolution is chaotic.
Alternative dispute resolution in consumer disputes is regulated
by the Law on Consumer Protection and by the laws regulating
specific legal relationships.
Such a variety of rules governing the process of dispute resolution
creates considerable problems when applying and interpreting
legal provisions regulating dispute resolution.
17. PROBLEMS OF REGULATION OF THE ALTERNATIVE DISPUTE RESOLUTION
MECHANISM IN CONSUMER DISPUTES IN LITHUANIA
2.
Alternative dispute resolution and the administrative procedure
regulated by administrative law are not properly separated. This
fact causes difficulties in reaching the main goal of alternative
dispute resolution, namely, resolution of a dispute between the
consumer and the businessman.
3.
It is assumed that the relationship between alternative dispute
resolution and the mechanism of control of unfair terms is
unclear.
4.
Lithuanian alternative dispute resolution entities not only
examine disputes between consumers and businessmen, but also
have relevant powers in the field of market supervision.
18. PROBLEMS OF REGULATION OF THE ALTERNATIVE DISPUTE RESOLUTION
MECHANISM IN CONSUMER DISPUTES IN LITHUANIA
The monitoring of the alternative dispute resolution mechanism is
not implemented in Lithuania.
The data received from monitoring would certainly permit timely
identification of relevant problems of the alternative dispute
resolution mechanism, the reasons which cause such problems
and advantages of the system.
Such data would without any doubt positively influence the
development of a common alternative dispute resolution system
policy and its improvement.
Editor's Notes
Šiuo metu ES yra daugiau nei 750 AGS subjektų.
Didžioji dalis ES veikiančių AGS procedūrų vartotojams yra nemokamos arba kainuoja labai nedaug (iki 50 EUR), o dauguma ginčų išsprendžiami per 90 dienų.
Apskaičiuota, kad visoje ES užtikrinus galimybę naudotis kokybiškomis AGS subjektų paslaugomis, vartotojai kasmet sutaupytų apie 22, 5 mlrd. eurų.
Europos Komisija siekia sukurti kitoje ES šalyje elektroniniu būdu perkantiems vartotojams skirtą ES elektroninę platformą (GES), kurios pagalba sutartinius ginčus būtų galima išspręsti vien tik elektroniniu būdu.
ES valstybės narės gali notifikuoti Europos Komisijai neteismine tvarka vartotojų ginčus nagrinėjančias (t. y. AGS) institucijas, kurios, jų manymu, visiškai atitinka 1998 m. kovo 30 d. Europos Komisijos rekomendaciją 98/257/EB dėl principų, taikomų institucijoms, atsakingoms už neteisminį vartotojų ginčų sprendimą ir 2001 m. balandžio 4 d. Europos Komisijos rekomendaciją 2001/310/EB dėl principų, taikytinų neteisminėms institucijoms, kai vartotojų ginčų sprendimas priimamas šalių sutarimu. Europos Komisijos duomenų bazėje šiuo metu yra 462 AGS institucijos.
Beveik pusė (46 proc.) AGS institucijų, veikiančių ES, yra valstybinės institucijos. Valstybinės AGS institucijos finansuojamos iš valstybės biudžeto lėšų ir veikia pagal įstatymą. Valstybinės AGS institucijos nagrinėja vartotojų skundus tam tikrose pramonės ar sektoriaus srityse (pvz., Italijos prekybos rūmai, arbitražo tarybos Vengrijoje ir Ispanijoje).
Toliau paminėtos keletas populiariausių institucijų:
Airijos pensijų ombudsmenas;
Liuksemburgo finansų sektoriaus priežiūros komitetas;
Maltos vartotojų skundų vadovas Maltos finansinių paslaugų tarnyboje;
Jungtinės Karalystės finansinių paslaugų ombudsmenas;
Lenkijos apdraustųjų ombudsmenas.
Daugelyje naujų ES valstybių narių (pvz., Slovėnijoje, Čekijoje, Bulgarijoje, Slovakijoje) AGS institucijos vis dar nėra notifikuotos Europos Komisijai ir yra privačios įstaigos (29 proc.), įsteigtos pramonės darinių (verslo asociacijos, prekybos rūmų arba atskirų įmonių). Privačios AGS institucijos teikia “bendro pobūdžio” paslaugas ir nagrinėja verslininkų ir vartotojų ginčus dėl bet kokių prekių ar paslaugų (pvz., Kipras, Danija, Suomija, Prancūzija). Nors šių institucijų struktūra ir veiklos procedūros gali būti skirtingos, jų tikslas yra teikti lengvai pasiekiamas, nebrangias ir operatyvias ginčų sprendimo paslaugas.
Taip pat egzistuoja mišrios AGS institucijos (21 proc.), kurios, pavyzdžiui, gali būti remiamos iš valstybės biudžeto lėšų, įkurtos iš valstybės biudžeto, tačiau veikti, kaip privačios AGS institucijos.
4 proc. iš nurodytų AGS institucijų nėra žinoma, valstybinei, privačiai ar mišriai turėtų būti priskiriami.
Lietuvoje yra įkurtos tik valstybinės AGS institucijos, t.y. privačių ar mišrių AGS institucijų nėra.
Virš 35 proc. AGS struktūrų teikia galimų rezultatų derinį;
59 proc. numato tik vieną įmanomą rezultatą, iš jų:
20 proc. apima neprivalomą sprendimą,
14 proc. – privalomą verslininkams, bet neprivalomą vartotojams,
13 proc. – privalomą tiek verslininkams, tiek vartotojams
12 proc. – konsensuso pagrindu priimamą susitarimą.
6 proc. – nėra aišku.
2007 m. kovo 1 d. įsigaliojo Vartotojų teisių apsaugos įstatymas, kuris įtvirtino teisminiam nagrinėjimui alternatyvią procedūrą, t. y. vartotojų teisių gynimą ne teisme, bei nustatė šios procedūros tvarką. Pagal iki 2007 m. kovo 1 d. galiojusį Vartotojų teisių gynimo įstatymą alternatyvus ginčų nagrinėjimas Lietuvoje buvo įmanomas tik keliose vartotojų teisių gynimo srityse, tokiose kaip telekomunikacijos paslaugos, finansinės paslaugos, pašto paslaugos ir kt. Alternatyvus ginčų sprendimo būdas neapėmė visų vartotojų teisių apsaugai reikalingų sričių. Lietuvoje nebuvo institucijos, kuri būtų įsteigta alternatyvaus vartotojų ginčų nagrinėjimo tikslu.
2007 m. kovo 1 d. įsigaliojęs Vartotojų teisių apsaugos įstatymas pagaliau suformavo AGS tvarka tarp vartotojų ir pardavėjų, paslaugų teikėjų kylančius ginčus nagrinėjančių institucijų sistemą Lietuvoje.
Valstybinė vartotojų teisių apsaugos tarnyba yra vienintelė iš vartotojų teises ginančių institucijų Lietuvoje, kuri yra notifikuota Europos Komisijai.
Be Valstybinės vartotojų teisių apsaugos tarnybos Vartotojų teisių apsaugos įstatymo 22 straipsnio 1 dalyje nurodytos kitos institucijos, kurios sprendimo ne teisme tvarka nagrinėja vartotojų ir prekių pardavėjų, paslaugų teikėjų ginčus tam tikrose srityse.
Ryšių reguliavimo tarnyba nagrinėja ginčus elektroninių ryšių, pašto ir pasiuntinių paslaugų srityse. Pagal Elektroninių ryšių 4 straipsnį ir Pašto įstatymo 3 straipsnį elektroninių ryšių ir pašto veiklą Lietuvos Respublikoje reguliuoja Ryšių reguliavimo tarnyba.
Lietuvos bankas nagrinėja vartotojų ginčus su draudimo, finansinių paslaugų ir (arba) papildomų investicinių paslaugų teikėjais (Lietuvos banko įstatymas, Draudimo įstatymas). Draudimo įstatymo 214 straipsnyje nustatyta, kad vartotojų ginčai su draudiku nagrinėjami Lietuvos Respublikos Lietuvos banko įstatyme nustatyta tvarka, o pagal Lietuvos banko įstatymo 47 straipsnio 1 dalį “Lietuvos bankas nagrinėja vartotojų ginčus su draudimo, finansinių paslaugų ir (arba) papildomų investicinių paslaugų teikėjais, kylančius iš finansinių ir (arba) papildomų investicinių paslaugų teikimo, taip pat iš draudimo paslaugų sutarties ar susijusius su ja, jeigu tokiai sutarčiai yra taikytina Lietuvos Respublikos teisė. Lietuvos bankas taip pat nagrinėja vartotojų – Lietuvoje įsteigtų kolektyvinio investavimo subjektų, pensijų fondų dalyvių ginčus su šių subjektų ar fondų valdytojais, kylančius iš dalyvavimo atitinkamame subjekte ar fonde santykių, taip pat investuotojų ir emitentų, savo jėgomis vykdančių pirminę vertybinių popierių emisiją, ginčus, kylančius iš vertybinių popierių platinimo santykių”.
Valstybinė energetikos inspekcija prie Energetikos ministerijos nagrinėja ginčus Energetikos įstatyme numatytose vartotojų teisių apsaugos srityse. Pagal Energetikos įstatymo 9 straipsnį “Valstybinė energetikos inspekcija teisės aktų nustatyta tvarka atlieka valstybinę energetikos kontrolę”.
Valstybinė kainų ir energetikos kontrolės komisija nagrinėja ginčus Energetikos įstatyme numatytose vartotojų teisių apsaugos srityse. Energetikos įstatymo 8 straipsnyje įtvirtintos šios institucijos funkcijos.
Valstybinė vartotojų teisių apsaugos tarnyba, gavusi vartotojo prašymą, kreipiasi į pardavėją ar paslaugų teikėją ir siūlo ginčą išspręsti taikiai, o nesutinkant spręsti ginčo taikiai pateikti motyvuotus paaiškinimus.
Jeigu pardavėjas, paslaugų teikėjas nesutinka spręsti ginčo taikiai, jis Valstybinei vartotojų teisių apsaugos tarnybai pateikia motyvuotą paaiškinimą ir jį pagrindžiančius įrodymus.
Jeigu pardavėjas, paslaugų teikėjas pasiūlo ginčą spręsti taikiai ir vartotojas su tuo sutinka, Valstybinė vartotojų teisių apsaugos tarnyba ginčo nenagrinėja.
Ginčas nagrinėjamas laikantis rungimosi ir ginčo nagrinėjimo operatyvumo bei skaidrumo principų.
Ginčas paprastai nagrinėjamas rašytinio proceso tvarka, tačiau gali būti skirtas ir žodinis ginčo nagrinėjimas, kai būtina išklausyti žodinius ginčo šalių paaiškinimus, kai siekiama sudaryti sąlygas ginčą išspręsti taikiai arba kitais reikiamais atvejais.
Valstybinė vartotojų teisių apsaugos tarnyba pirmiausia imasi priemonių vartotojui ir pardavėjui, paslaugos teikėjui sutaikinti ir siūlo ginčą išspręsti taikiai.
Jeigu pardavėjas, paslaugos teikėjas ir vartotojas ginčą užbaigia taikiu susitarimu, ginčo nagrinėjimas nutraukiamas. Jeigu užbaigti ginčą taikiu susitarimu nepavyksta, Valstybinė vartotojų teisių apsaugos tarnyba priima sprendimą dėl ginčo.
III etapas – sprendimo priėmimas.
Valstybinė vartotojų teisių apsaugos tarnybos komisija, išnagrinėjusi vartotojo prašymą, atsižvelgdama į ginčo šalių pateiktus rašytinius ir (ar) daiktinius įrodymus, priima vieną iš šių sprendimų:
patenkinti vartotojo reikalavimus;
iš dalies patenkinti vartotojo reikalavimus;
atmesti vartotojo prašymą.
IV etapas – sprendimo vykdymas.
Gavusi pranešimą, kad per Valstybinės vartotojų teisių apsaugos tarnybos sprendime nurodytą terminą pardavėjas, paslaugų teikėjas neįvykdė sprendimo, Valstybinė vartotojų teisių apsaugos tarnyba apie sprendimo neįvykdymą skelbia viešai savo interneto tinklalapyje www.vvtat.lt.
Po sprendimo priėmimo, taip pat ir ginčo nagrinėjimo metu ginčo šalys turi teisę kreiptis į bendrosios kompetencijos teismą, prašydamos nagrinėti ginčą iš esmės. Kreipimasis į teismą po ginčą nagrinėjančios institucijos sprendimo priėmimo nelaikomas šios institucijos sprendimo apskundimu.
Valstybinėje vartotojų teisių apsaugos tarnyboje 2010 m. išnagrinėti 1375 ginčai, 2011 m. – 1225 ginčai, o per 2012 m. III ketvirčius – 901 ginčas. Iš jų:
2010 metais - 47 % (645), 2011 metais – 42 % (512), 2012 m. III ketv. – 42 % (380) sudaro tie atvejai, kai ginčai baigti taikiu susitarimu nepriėmus Valstybinės vartotojų teisių apsaugos tarnybos sprendimo.
2010 metais 47 % (644), 2011 m. – 51 % (622), 2012 m. III ketv. – 52 % (468) ginčų (šalims nesusitaikius) pasibaigė priėmus Valstybinės vartotojų teisių apsaugos sprendimą: patenkinti vartotojo prašymą, tenkinti iš dalies ar atmesti.
2010 metais 6 % (86), 2011 metais – 7 % (91), 2012 m. III ketv. – 6 % (53) ginčų nagrinėjimas buvo nutrauktas Vartotojų teisių apsaugos įstatyme numatytais pagrindais, pavyzdžiui, dėl to, kad vartotojas atsisakė savo reikalavimo arba viena iš ginčo šalių dėl nagrinėjamo ginčo kreipėsi į bendrosios kompetencijos teismą ir kt.
Aktualios vartotojų prašymų nagrinėjimo sritys:
Prašymai vartojimo prekių ir paslaugų srityje sudaro:
2010 metais 48 % (iš 1375 išnagrinėtų prašymų);
2011 metais 47 % (iš 1225 išnagrinėtų prašymų);
2012 m. III. ketv. 59 % (iš 901 išnagrinėtų prašymų);
Prašymai maisto produktų, turizmo ir rekreacinių paslaugų srityje sudaro:
2010 metais 28 % (iš 1375 išnagrinėtų prašymų);
2011 metais 25 % (iš 1225 išnagrinėtų prašymų);
2012 m. III. ketv. 24 % (iš 901 išnagrinėtų prašymų);
Prašymai nesąžiningos komercinės veiklos, reklamos ir statybos srityje sudaro:
2010 metais 15 % (iš 1375 išnagrinėtų prašymų);
2011 metais 15 % (iš 1225 išnagrinėtų prašymų);
2012 m. III. ketv. 15 % (iš 901 išnagrinėtų prašymų);
Prašymai finansinių paslaugų srityje sudaro:
2010 metais 7 % (iš 1375 išnagrinėtų prašymų);
2011 metais 12 % (iš 1225 išnagrinėtų prašymų);
2012 m. III. ketv. prašymų finansinių paslaugų srityje Valstybinė vartotojų teisių apsaugos tarnyba nebenagrinėjo, kadangi nuo 2012 m. sausio 1 d. funkcijos buvo perduotos Lietuvos Bankui.
Prašymai energetikos ir komunalinių paslaugų srityje sudaro:
2010 metais 2 % (iš 1375 išnagrinėtų prašymų);
2011 metais 1 % (iš 1225 išnagrinėtų prašymų);
2012 m. III. ketv. 2 % (iš 901 išnagrinėtų prašymų);
Probleminės sritys:
Vartojimo prekių ir paslaugų srityje - daugiausiai prašymų prekių srityje gauta dėl mobiliųjų telefonų, namų apyvokos daiktų, kompiuterinės įrangos, o paslaugų srityje – dėl televizijos paslaugų, judriojo ir fiksuotojo ryšio, interneto paslaugų;
Maisto produktų, turizmo ir rekreacinių paslaugų srityje - probleminės sritys: negrąžinti pinigai už neįvykusį renginį, bendrovės atsisakymas grąžinti pinigus vartotojams norint nutraukti paslaugų teikimo sutartis, sudarytas ne prekybai skirtose patalpose ir sutartinių įsipareigojimų nevykdymas, sutarčių su sporto klubais nutraukimas, netinkamas apgyvendinimo ir vežimo paslaugų teikimas iš anksto organizuotų turistinių kelionių metu, informacijos nesuteikimas perkant skrydžių bilietus;
Nesąžiningos komercinės veiklos, reklamos ir statybos srityje - statybos srityje svarbi problema yra tai, kad nėra institucijos, kuri atliktų ekspertizę statybos srityje ir pateiktų išvadą;
Finansinių paslaugų srityje iki 2012 m. sausio 1 d. buvo susiduriama su tokiomis probleminėmis sritimis: būsto paskolos, mokėjimo paslaugų teikimas, vartojimo kredito paslaugų teikimas;
Energetikos ir komunalinių paslaugų srityje - nagrinėti ginčai dėl geriamojo vandens tiekėjo pateikiamų nepagrįstų sąskaitų už suvartotą vandenį, dėl geriamojo vandens apskaitos prietaisų eksploatavimo ir patikros, dėl geriamojo vandens tiekimo neteisėto nutraukimo.
Valstybinėje vartotojų teisių apsaugos tarnyboje 2010 m. priimti 644 nutarimai, 2011 m. – 622 nutarimai, o per 2012 m. III ketvirčius – 468 nutarimai. Kaip minėta, tai 2010 metais sudaro 47 %, 2011 m. – 51 %, 2012 m. III ketv. – 52 % visų Tarnyboje nagrinėtų ginčų, kurie šalims nesusitaikius, pasibaigė priėmus Valstybinės vartotojų teisių apsaugos sprendimą (nutarimą): patenkinti vartotojo prašymą, tenkinti iš dalies ar atmesti. Iš jų:
2010 metais - 74 %, 2011 metais – 69 %, 2012 m. III ketv. – 77 % sudaro tie atvejai, kai buvo priimti nutarimai patenkinti vartotojų reikalavimus.
2010 metais - 15 %, 2011 metais – 18 %, 2012 m. III ketv. – 9 % sudaro tie atvejai, kai buvo priimti nutarimai atmesti nepagrįstus vartotojų reikalavimus.
2010 metais - 11 %, 2011 metais – 13 %, 2012 m. III ketv. – 14 % sudaro tie atvejai, kai buvo priimti nutarimai iš dalies patenkinti vartotojų reikalavimus.
Informacija iš ES AGS tyrimo: Vartotojų manymu pati didžiausia kliūtis yra informacijos ir žinių apie AGS institucijas trūkumas. AGS paslaugų fragmentacija didesnėse valstybėse, tokiose, kaip Vokietija ar Jungtinė Karalystė, gali kelti ypatingas problemas, užtikrinant tinkamą vartotojų informavimą.
Viena iš Valstybinės vartotojų teisių apsaugos tarnybos funkcijų yra vartotojų švietimo organizavimas. Tačiau pastebima, kad Lietuvos vartotojai ne visada žino, kur jie gali kreiptis, kilus ginčui su pardavėju ar paslaugos teikėju.
Visa aktuali informacija vartotojų teisių apsaugos klausimais yra pateikiama Valstybinės vartotojų teisių apsaugos tarnybos interneto tinklalapyje www.vvtat.lt. Daug dėmesio skiriama naudingos informacijos pateikimui kitomis informavimo priemonėmis (radijas, televizija, diskusijos, konferencijos, seminarai, laikraščiai, žurnalai, lankstinukai).
Problemos sprendimo būdas – vartotojai turi aktyviau domėtis savo teisėmis ir pareigomis. Be to, verslininkai taip pat gali skirti daugiau dėmesio būdams, kaip pigiau ir greičiau, nesikreipiant į teismą išnagrinėti ginčus su jų prekių ar paslaugų vartotojais.
Elgesio kodeksų trūkumas:
ES alternatyvaus ginčų sprendimo institucijos paprastai negrindžia savo sprendimų tik vadovaudamosi teisės aktais ir teismų praktika, nes jų dėmesys sutelkiamas į praktinį ginčo sprendimą, todėl sprendžiant ginčus neteismine tvarka taip pat atsižvelgiama į sąžiningą ir gerą praktiką, suderėtas išankstines sutarties sąlygas tarp verslo asociacijų ir vartotojų sąjungų, arba į elgesio kodeksus.
Problemos sprendimo būdas – verslininkų skatinimas patvirtinti savo elgesio kodeksus, kas leistų užtikrinti, kad dauguma pardavėjų ir paslaugų teikėjų yra pasitvirtinę savo veiklos standartus, pagal kuriuos galima būtų vertinti jų veiklą.