Out-of-court dispute resolution for consumers

General Information

Since 9 January 2016 consumers in (nearly all) consumer contract disputes with an Austrian business can refer to eight government-recognised dispute resolution bodies ("conciliation services").

These eight bodies offer out-of-court dispute resolution procedures in accordance with the Alternative-Streitbeilegung-Gesetz (AStG). This ensures that their procedures are subject to strict statutory quality criteria.

In particular, the out-of-court procedures of a conciliation service are guaranteed to take place

• before impartial and independent arbitrators;
• as a rule free of charge;
• promptly (within 90 days); and
• confidentially.

Participation in the procedure is always voluntary for consumers and, as a rule, also for companies. The aim of a procedure before a conciliation service is amicable resolution of the dispute. The dispute resolution body itself makes no binding award.

Provided the claims are not time-barred, they can be asserted at any time with the ordinary courts. oesterreich.gv.at offer more information about cilvil proceedings and warranty and consumer protection.

Government-recognised dispute resolution bodies

Conciliation services must display the following logo. This makes them identifiable to consumers as conciliation services which ensure that disputes are handled fairly, quickly, efficiently and transparently as provided for in the AStG.

Only the following government-recognised conciliation services are allowed to display this logo:

The Conciliation Service of Energie-Control-Austria (E-Control)

The Conciliation Service of E-Control-Austria (→ E-Control)^{German text} is responsible for disputes between electricity and/or gas customers and electricity and gas companies (e.g. over problems with billing or when switching suppliers, service quality etc.). It is not responsible for disputes with district heating utilities.

Email: schlichtungsstelle@e-control.at
Adress: Rudolfsplatz 13 a, 1010 Vienna
Telephone: +43 1 24724 - 444
Fax: +43 1 24 724 - 900

Telecom Conciliation Service of Rundfunk und Telekom Regulierungs-GmbH (RTR)

The Telecom Conciliation Service (→ RTR)^{German text} is responsible when problems arise with a telephone or internet service provider or broadcaster (e.g. cable network operators and pay TV providers). Examples are unclear telephone bills or a telephone or internet connection not being in working order. It is not responsible for disputes over terminal equipment (e.g. a smartphone or receiver), unless there is a contractual relationship with the communication utility.

Web form of the Telecom Conciliation Service – communications service (→ RTR)^{German text}
Adress: Mariahilfer Straße 77-79, 1060 Vienna
Telephone: +43 1 58058 888 (first contact), Monday to Friday, 8 a.m. to 5 p.m. or  +43 1 58058 444 (to procedure), Monday to Friday, 9 a.m. bis 12  p.m.
Fax: +43 1 58 058 94 94

The Post Conciliation Service of Rundfunk und Telekom Regulierungs-GmbH (RTR)

The Post Conciliation Service (→ RTR)^{German text} is responsible for disputes with a postal service provider (e.g. problems relating to letters, packets, registered letters, service, sending valuables through the post, loss or damage). It is not responsible for problems arising from mail which is not postal consignments as provided for in the Postmarktgesetz (e.g. unaddressed mailshots).

Web form of the Telecom Conciliation Service – postal services (→ RTR)^{German text}
Adress: Mariahilfer Straße 77-79, 1060 Vienna
Telephone: +43 1 58058 888 (first contact), Monday to Friday, 8 a.m. to 5 p.m. or +43 1 58058 444 (to procedure), Monday to Friday, 9 a.m. bis 12  p.m.
Fax: +43 1 580 58 94 94

Passenger Rights Agency (apf)

The Passenger Rights Agency (→ apf)^{German text} is responsible for disputes with a railway company, bus company, shipping line or airline arising from delays, non-running services or cancellations; in railway travel, these may include disputes over lost or damaged baggage or refunding of lost or unused tickets.

Web form of the Passenger Rights Agency (→ apf)^{German text}
Adress: Linke Wienzeile 4/1/6, 1060 Vienna
Telephone: +43 1 5050 707 700

Joint Conciliation Service of the Austrian Credit Industry (Banking Conciliation Service)

The Banking Conciliation Service (→ GSK)^{German text} is responsible for disputes regarding obligations arising from a banking transaction between a duly licensed credit institution in Austria and a consumer resident in Austria or another EEA state. The service is not responsible for disputes arising from loans in a foreign currency.

Email: office@bankenschlichtung.at
Adress: Wiedner Hauptstraße 63, 1045 Vienna
Telephone: +43 1 505 42 98
Fax: +43 (0) 590 900 - 118 337

Internet Ombudsperson

The Internet Ombudsperson (→ ÖIAT)^{German text} (formerly Internet Ombudsman) is responsible for all disputes arising from contracts entered into via the internet between a business established in Austria and a consumer resident in Austria or another EEA state (e.g. warranty, delay, unjustified credit card debits etc.) Note: It is also possible to refer such cases to the Conciliation Service for Consumer Transactions.

Web form of the Internet Ombudsperson (→ ÖIAT)^{German text}
Adress: Ungargasse 64-66/3/404, 1030 Vienna

Ombudsman for Prefabricated Homes 

The → Ombudsman for Prefabricated Homes^{German text} is responsible for all questions and issues concerning prefabricated homes.

Email: ombudsstelle@fertighaus.org
Adress: Mölkerbastei 14/1, 1010 Vienna
Telephone: +43 1  890 89 19

Conciliation Service for Consumer Transactions

The → Conciliation Service for Consumer Transactions^{German text} is responsible for consumer disputes for which none of the other conciliation bodies on this page is responsible. Its remit includes guarantee and warranty disputes as well as problems with foreign currency loans. Problems with internet transactions can also be referred to the Conciliation Service for Consumer Transactions (in addition to the Internet Ombudsperson).

The Conciliation Service for Consumer Transactions does not offer legal advice to consumers.

→ Web form of the Conciliation Service for Consumer Transactions^{German text}
Email: office@verbraucherschlichtung.at
Adress: Mariahilfer Straße 103, Stiege 1, Top 18, 1060 Vienna

Further links

Legal jurisdiction (Austria) – European Justice Portal Justizportal (→ EC)