Further information on the types of proceedings at www.ombudsmann.at or in the respective procedural guidelines:
Procedural guidelines of the Internet Ombudsman for Alternative Dispute Resolution under the AStG (AStG arbitration procedure)
http://www.ombudsmann.at/media/file/67.Richtlinien_Internet_Ombudsmann_AStG-Verfahren.pdf
Guidelines for the Mediation Process of the Internet Ombudsman outside the scope of the AStG (standard procedure)
https://secure.ombudsmann.at/media/file/66.Richtlinien_Internet_Ombudsmann_Standard-Verfahren.pdf
Information about alternative dispute resolution
The EU Commission has created an Internet platform for the online settlement of disputes (so-called "OS platform"). The OS platform serves as a point of contact for the out-of-court settlement of disputes arising from online sales contracts. The OS platform can be reached at the following link: http://ec.europa.eu/consumers/odr/. We are not obliged and unwilling to participate in a dispute resolution procedure.
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