Terms and Conditions
These rules should be read in conjunction with the CCODR Terms and Conditions.
The CODE requires you to ensure that all clients/parties are
- Treated fairly at all times
- Given reliable information about their dispute resolution process
- Know what service levels they can expect
- Know how to access the dispute resolution scheme, and;
- Know how to contact CCODR for advice should they need it.
It is important that you read the CODE in detail. The CODE requires you to make a number of binding commitments. Please also familiarise yourself with the Glossary of terms. This contains important definitions relative to the CODE. It is important that you familiarise yourself with this and specifically the process for dealing with any complaints.
Membership of the CODE requires you to
- Comply with all of the requirements of the CODE
- Abide by the CCODR Member T’s and C’s
- Accept any decision of the CODE or Adjudicator
- Adopt equal or better standards of good practice, than are espoused within the CODE
- Honour any award made against you within the CODE
- Train your staff in the content of the CODE
- Ensure all of your Sales and Marketing literature is truthful and written in plain English and complies with relevant consumer protection law
- Carry out a minimum period of annual CPD training in an online related discipline
- Have appropriate professional indemnity insurance
- Be aware of the law relating to how you conduct your personal professional practice and, where appropriate, codes of practice, guidelines and regulations. Where appropriate, you must be informed of any appropriate policies and guidelines.
- Explain clearly to whoever is paying the fees how the fees/outlays/charges are calculated. Prior to the ODR process starting.
- Provide accurate clear-pre contractual information
- Not use any high-pressure selling techniques
- Provide clear dates for dispute resolution scheduled appointments
- Explain all of the client/parties cancellation rights
- Provide the client/party with access to a copy of the CCODR CODE.
- Provide clear contact details, to include as a minimum a phone number and an email address.
- Provide additional support (as required by the specific circumstance) for vulnerable customers
- Be aware of all relevant legislation relating to recording and storage of personal information, especially the Freedom of Information and the Data Protection legislation, and how it applies to your own ODR resolution work.
- Only use CCODR designations of membership and approved letters when describing themselves in relation to CCODR.
- Not do anything that brings CCODR or the Chartered Trading Standards Institute into disrepute and shall treat CCODR and its members with respect and shall not do anything that undermines the organisation.
- Adhere to Section 8 of the CODE, “Complaints and Disputes” in its entirety.
- Fully cooperate with CCODR or its agent when attempting to resolve a complaint
- Comply with the Adjudicator’s decisions in respect of a complaint
Your membership is subject to review on a monthly/annual basis and is at the sole discretion of CCODR.
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Aenean leo ligula, porttitor eu, consequat vitae, eleifend ac, enim. Aliquam lorem ante, dapibus in, viverra quis, feugiat a, tellus. Phasellus viverra nulla ut metus varius laoreet. Quisque rutrum. Aenean imperdiet. Etiam ultricies nisi vel augue.
