Online dispute resolution

We wish to bring to your attention the existence of the “Online dispute resolution” platform set up by the European Commission.

When filing a complaint on http://ec.europa.eu/odr you must indicate onlinecomplaint@eltrona.lu as our contact address.

(ATTENTION: it is not possible to use the address onlinecomplaint@eltrona.lu to contact Eltrona Interdiffusion S.A. directly. To contact Eltrona Interdiffusion S.A. directly, you must use the address service-clients@eltrona.lu)

The Online dispute resolution (ODR) platform is provided by the European Commission to enable consumers and businesses in the European Union, Norway, Iceland and Liechtenstein to settle their disputes about buying goods and services online without going to court.

The ODR platform is not tied to any professional. You can use it to submit your complaint to an approved dispute resolution body.

A dispute resolution body is an impartial organisation or person that helps consumers and professionals to resolve their disputes without going to court. Out-of-court proceedings are generally faster and less expensive than court proceedings.

The ODR platform is straightforward and guides users through each step of the dispute resolution process. It provides translations into all EU languages and sets deadlines for the settlement of disputes.

For disputes related to electronic communications services, you may also directly contact the mediation service of the Institut Luxembourgeois de Régulation:

ILR mediation service:
Head office : 17, rue du Fossé L-1536 Luxembourg
Mailing address : L-2922 LUXEMBOURG
email : mediation@ilr.eu
Phone : +352 28 228 444

The consumer ombudsman or the Centre for civil and commercial mediation may also be contacted. Their contact details are as follows:

National consumer ombudsman service
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
L-1841 Luxembourg
email : info@mediateurconsommation.lu
Phone : +352 46 13 11 

Centre for civil and commercial mediation
Cité Judiciaire
Bâtiment TL
L-2080 Luxembourg
Parking St. Esprit
email : info@cmcc.lu
Phone : +352 27 85 42 – 1