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Estonia Consumer Complaints Committee

The ADR, which settles disputes between consumers and traders, is called Consumer Complaint Committee (CCC). The legislative basis for the creation of a CCC was established by the renewed Consumer Protection Act.

The CCC operates at the Consumer Protection Board within the area of the Ministry
of Economic Affairs and Communications.

The committee consists of a chairman of the committee and members in the form of
representatives from the business side and consumer’s side.The committee shall always
comprise an equal number of representatives of undertakings and representatives of
consumers.
The procedure for approving the composition of the committee, and the rules of
procedure of the committee is established by the Minister of Economic Affairs and
Communications.

In order to hear a complaint, the Director General of the Consumer Protection Board
shall approve the composition of the committee, consisting of at least three members
one of whom shall be chairman.
The hearing of a complaint by the committee shall be free of charge for the parties.

The committee is competent to settle disputes arising from contracts between consumers
and traders if the parties have not been able to settle the disputes by agreement and
if the value of the disputed goods or services is at least 300 kroons. (About 18,3 €)
The committee shall not settle a dispute if the claim arises from an event of death,
physical injury or damage to health. The committee shall not settle disputes relating to
the provision of health services or legal services or the transfer of immovable or buildings.