The trustODR is the startADR trust mark for businesses that implement responsible, transparent and effective practices in resolving disputes with consumers, users and partners. It is certification and self-commitment framework, ideal for businesses operating in e-commerce, digital platforms, travel services and the wider digital sector. It aims to strengthen reputation, compliance and trust in your business.

Why get trustODR certification: A trust mark with substance

OR trustODR certification from the startADR it is much more than a logo on your website. It is a modern reliability and compliance tool, designed for companies, digital platforms, online stores, marketplaces, service providers and any organization that manages customer complaints or disputes.

1. Recognized brand by an institutional body with an international footprint

trustODR is provided by the operator startADR, with experience in alternative dispute resolution since 2016 and with presence in European projects, institutional fora and international networksIt is not a private label, but a certification with regulatory background and technical evaluation methodology.

For example, an e-shop that wishes to export to the European Union carries the trustODR certification and can increase its sales due to the strengthening of trust in European consumers.

 2. Full compatibility with DSA, GDPR, ADR Directive, CSRD/CSDDD

The mark covers the regulatory compliance with basic legislation:

• DSA (Digital Services Act), articles 20–21 for ADR / ODS
• Leading ADR (EU) 2013/11 for out-of-court dispute resolution
• GDPR for the protection of personal data
• CSRD / CSDDD for ESG policies and a complaints handling mechanism within the framework of corporate sustainability due diligence.

For example, a technology startup with a SaaS tool for B2B customers acquires trustODR and includes the "Responsible Dispute Management" section in its ESG Reports.

3. Promoting social responsibility & ESG compliance

The existence of a certified peaceful dispute resolution process functions as indicator of maturity, transparency and social responsibilityIt is highlighted in the “S” (Social) and “G” (Governance) pillars of ESG indicators.

For example, an insurance company incorporates the trustODR mechanism into its sustainability report, as a good practice for managing customer complaints.

 4. Improving relationships with consumers, customers & partners

With the trustODR badge, you show that:

• respect the consumer,
• you do not avoid resolving disputes,
• propose responsible solutions in an extrajudicial manner,
• you have internal conflict prevention mechanisms.

For example, an online B2C property rental platform resolves the majority of its disputes without escalating to legal action thanks to the trustODR process.

5. Use of the trustODR mark on websites, mobile applications and company publications

By obtaining trustODR certification, you are provided with:

• digital sign for use on websites, apps, invoices, emails,
• QR code that leads to a dedicated confirmation page,
• mentioning your name in the startADR Register of Certified Organizations.

E.g. fashion marketplace displays the word "trustODR» in the footer and increases the recording of positive reviews on review platforms.

6. Tool for evaluating and upgrading dispute resolution mechanisms

The process is not standard. It includes, but is not limited to:

• review of existing customer service policies,
• upgrade suggestions,
• optional audit by startADR experts.
  So, you get not only the signal, but also a substantial improvement of your internal structures.

E.g. a digital services company uses pre-assessment to incorporate a new complaints procedure and ADR clause into all contracts.

7. Added value in accreditation, compliance and reputation processes

The trustODR certification contributes to:

• in the strengthening the brand as a responsible business,
• in the easier compliance with ESG regulations and policies,
• in differentiation from the competition through transparent complaint management.

For example, a fintech company is selected in a public tender due to the acquisition of trustODR, as an "indication of social responsibility and accessibility for users".

What does Certification include? trustODR

The certification trustODR is not a simple label or advertising symbol. It is a structured, multi-stage compliance and confidence-building scheme, which ensures that your business:

• has dispute prevention and resolution mechanism,
• complies with the modern DSA, GDPR requirements, ADR Directive and ESG,
• recognized as responsible provider or organization with a practical dispute resolution system.
  
  

1️. Assessing your company's dispute management policies

Initially it is carried out diagnosis of existing mechanisms your:

• Do you have a complaints handling policy?
• What happens when a customer disagrees with a charge or service provision?
• Is there a clear process for resolving or preventing conflicts?
• How are differences recorded and monitored?

The startADR team proceeds to internal audit of ADR policies, contracts and clauses, in order to identify gaps, needs or best practices.

Ideal for businesses with e-commerce, platforms, SaaS, insurance products or multiple touchpoints with users/customers.

2️. Design or upgrade of ODR or referral mechanisms to startADR

Depending on the maturity of the business, it is done:

• full creation of an ODR mechanism,
• or adaptation of existing procedures so that they include a reference to startADR.

They can be integrated:
– ADR/ODR clauses in the terms of use,
– Dispute resolution forms,
– Communication standards with customers for referral to amicable resolution procedures.

E.g. B2C platform adopts a new escalation policy with 3 stages, a. internal response, b. external support, c. referral to startADR's ODR facilitator.

3️. Staff training in alternative resolution methods

Offered targeted education for:

• customer service departments,
• legal advisors,
• compliance and risk management executives,
• complaint managers or moderators.

The program includes:

• ADR/ODR principles,
• active listening techniques,
• conflict and complaint management,
• tools for de-escalating differences in high-tension environments.

The training can be done online or in person and is accompanied by a certificate of participation for participants.

4️. Commitment to the trustODR Code of Conduct and fundamental principles

The company signs and adopts the trustODR Code of Conduct, which is based on the European and international principles of Alternative Dispute Resolution and includes:

• Neutrality (the result is not manipulated)
• Accessibility (easy access for all users)
• Effectiveness (reasonable time, economic proportionality, substantive solution)
• Respect for the autonomy of the parties and confidentiality

The company may disclose compliance with the trustODR Code of Conduct in its internal policies and ESG reports.

5️. Issuance of a mark and possibility of annual renewal

Upon completion of the above stages:

• is awarded the trustODR digital signal,
• provided user manual of the signal,
• is created personalized verification page at startADR.gr.

Certification lasts 12 months and can is renewed with re-evaluation or self-assessment, with the possibility of awarding confidence levels (e.g. trustODR Silver, Gold, Pro).

Which businesses is the certification aimed at? trustODR

trustODR was designed to meet the real needs of modern businesses, who want:

• effectively manage complaints and disputes,
• to avoid reputational crises,
• to strengthen the trust of their customers,
• and comply with modern European requirements in ADR, DSA, GDPR & ESG, CSRD, CSDDD.

Addressed to businesses of any size (from startups to multinationals), and every industry that deals with the public or third parties.

E-shops & marketplaces

Online stores operating in Greece and/or internationally, as well as digital platforms that host third-party merchants (e.g. marketplace model).

Indicative benefits:

• They show transparency and professionalism in cases of delays, cancellations or compensation.
• They boost their ratings on comparison and rating platforms.
• They create a clear escalation point for resolving disputes outside of court.

E.g. An e-shop that exports to the EU adopts trustODR to comply with the ADR Directive and improve the trust of foreign buyers.

Travel, tourism and transport companies

From travel agencies to hotels, ferry, airline, rail and car rental companies.

Indicative benefits:

• They replace ad hoc or internal complaint management with a certified mechanism.
• They use the trustODR mark to demonstrate compliance with regulatory requirements (e.g. passenger and consumer rights).
• They reduce complaints that lead to negative publicity or legal proceedings.

E.g. An airline obtains certification and uses it as evidence of responsible management of disputes with passengers (delays, cancellations, overbooking, etc.).

Digital platforms and applications

SaaS providers, digital content platforms, marketplaces, mobile applications, social networking platforms, aggregators and online services that host users or transactions.

Indicative benefits:

• They cover his obligations DSA for appeal and dispute resolution mechanism (especially for digital platforms).
• They enhance the onboarding of new users through trust guarantees.
• They provide a framework for handling complaints from creators, users or partners.

E.g. A digital subscription content platform adopts trustODR and creates a complaints policy with referral to an independent startADR facilitator.

Betting and gambling companies

Online betting companies, digital casino applications and legal gambling providers operating in the EU.

Indicative benefits:

• They provide players with a transparent and independent dispute resolution process.
• They comply with the instructions of DSA and national regulators (EEEP, MGA, etc.).
• They enhance the image of accountability towards authorities and the public.

For example, a licensed bookmaker adds the trustODR badge to its application and trains its support team in ADR/ODR procedures.

B2C and B2B service providers

Companies that offer professional services to consumers or other businesses, such as:

• energy providers,
• telecommunications providers,
• insurance companies

Indicative benefits:

• Improving the relationship of trust with customers.
• Demonstrate responsibility in the way dissatisfied transactions are managed.
• Creating an institutional framework for recurring customer relationships

For example, an insurance company implements the trustODR process to manage out-of-court disputes with policyholders who dispute the extent of coverage, delays in compensation, or rejections of claims.

Businesses that want to prevent disputes that could harm them legally, as well as their reputation

Any business that prioritizes conflict prevention and maintaining a good reputation among its public, especially if:

• is active online,
• frequently faces complaint requests,
• wants to protect against escalation in legal proceedings or against negative evaluations,
• develops in a cross-border environment (e.g. exports, digital platforms in multiple languages).

For example, a fintech company with a B2B solution adds trustODR to the onboarding pack for new customers to demonstrate that it offers a structured complaint resolution mechanism.

Frequently Asked Questions (FAQ):

Do you want to get the trustODR certification?

Now fill in the following trustODR Certification application form or contact us for a free initial assessment.