If the dispute with the carrier is not resolved, passengers have the right to continue the dispute with an out-of-court dispute resolution body in accordance with Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC or in court.
Out-of-court dispute resolution is a fast, cheap and efficient way to resolve consumer disputes.
Information about out-of-court disputes resolution bodies in the European Union in the area of ship passenger rights is available here: https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2
It should be taken into account that each out-of-court dispute resolution body may have its own requirements for dealing with the dispute.
If there is a dispute between you and a carrier registered in Latvia regarding maritime and inland waterway passenger services from a third country to Latvia or a maritime and inland waterway passenger services from Latvia, you can apply to the Consumer Dispute Resolution Commission (Commission), which is an out-of-court dispute resolution body in Latvia in the field of ship passenger rights.
The Commission will consider your dispute if you have first applied to CRPC or European Consumer Centre of Latvia (ECC Latvia), but the dispute between you and the carrier has not been resolved.
The Commission will not consider your dispute if:
- you have not turned to the carrier in order to solve the dispute by negotiation;
- since the day when the complaint or submission was submitted to the carrier, more than a year has passed;
- insolvency of the carrier has been declared;
- the dispute is regarding losses, moral injury, payment documents, or debt recovery;
- the dispute is currently being examined or has been examined by an out-of-court dispute resolution body or a court;
- solving of the dispute would cause serious disturbances in efficient operation of the Commission;
- the dispute is insignificant or vexatious;
- the dispute is regarding goods or service the price of which does not exceed EUR 20, or regarding goods or service the price of which exceeds EUR 14 000.
How do I turn to the Commission?
If the dispute between you and the carrier has not been resolved by CRPC or ECC Latvia, and you want to continue the dispute, you must addressed application to the Commission and submit to CRPC or ECC Latvia.
The settlement of the dispute within the Commission is free of charge.
The Commission shall examine the dispute and take decision not later than within 90 from the day when all documents necessary for taking of a decision have been received.
The decision of the Commission shall be of recommendatory nature, and it shall not be subject to contestation or appeal. However, it shall be carried out voluntarily within 30 days after the day of entering into effect or within the other time limit specified in decision. If the decision is not complied with, the non-compliance information shall be placed in the “Black List” on website of the Consumer Rights Protection Centre.
You can submit an application electronically by sending an application to email@example.com, ECCNET-LV@ec.europa.eu, as well as by post to the address of Brivibas Street 55, Riga, LV-1010.
We note that no electronic signature is required when sending to e-mail!
The application shall be accompanied by information and documents which may be relevant for the examination of the application.
If all the information in your possession has already been submitted to the Consumer Rights Protection Centre or the European Consumer Information Centre, it is not necessary to re-submit the same information.