Consumer complaint form for online resolution mechanisms

Project: Research

Project Details


The main goal of this project is to support the creation of an online Consumer Complaints Resolution mechanism (CCRM) by developing a standard but extensible form and business process (CCForm) which has widespread industry and consumer support. The form and process must facilitate cross-language communication, to support cross-border e-Commerce, and be capable of easy implementation in software.
Effective start/end date1/06/02 → 31/01/04


  • Privacy issues
  • consumer protection
  • Self-regulation
  • ADR