Out-of-Court Dispute Settlement bodies (ODS) are independent bodies with the necessary expertise to handle disputes between users and providers of online platforms through non-judicial proceeding. In Greece, such bodies are certified by the Hellenic Telecommunications and Post Commission (EETT), which has been designated as the Digital Services Coordinator.
Users may refer issues to these bodies if their complaints could not be resolved through the internal complaint-handling system of the provider of online platforms, for example:
- if they have reported illegal content to an online platform provider and the matter was not examined, or if they disagree with the provider’s decision (Article 20, paragraph 1 of the Digital Services Act);
- if they disagree with restrictions imposed by the provider on content they have uploaded or on their account.
Dispute resolution is available to users free of charge or at a nominal fee. In order to be certified by EETT, an Out-of-Court Dispute Settlement body shall meet the following conditions (Article 21, paragraph 3 of the Act):
- be impartial and independent, including financially independent, from online platform providers, users, and in general, recipients of the service;
- have expertise in issues concerning illegal content and/or the application and enforcement of terms and conditions of one or more types of online platforms, to effectively contribute to the settlement of a dispute;
- its members are remunerated in a way that is not linked to the outcome of the procedure;
- settle disputes in a swift, efficient, and cost-effective manner, and in at least one of the official languages of the European Union (EU);
- offer an out-of-court dispute settlement in accordance with clear and fair rules that are easily and publicly accessible, and that comply with applicable law;
- offer the possibility of settling disputes via an electronic procedure.
The certification provided by EETT is valid for a maximum of five years.