Center for Development of Electronic Commerce

Smart Complaint Handling System

One of the key factors contributing to the development and success of e-commerce is building trust and confidence among users of electronic services, which can be achieved through various means. One of the significant challenges associated with purchasing from online businesses is the possibility of disputes arising between buyers and sellers. The multiplicity of authorities responsible for handling such disputes, along with lengthy and costly procedures, highlights the need for a reliable and impartial authority to serve as a single point of access for submitting and handling complaints, while also facilitating the complaint resolution process. If the issue cannot be resolved through negotiation between the parties within the system, the buyer may, at their discretion, pursue the complaint through one of two channels within the same system: referral to the “Administrative Authorities” or the “Arbitration Panel.” By selecting the “Administrative Authorities” option, the case will be referred to the relevant administrative authority based on the subject matter. If the buyer chooses to refer the complaint to the “Arbitration Panel,” the complaint will be finally and conclusively resolved by an Arbitration Panel appointed by the Arbitration Commission of the High Council of Iranian Employers’ Associations, in accordance with the procedures of this system. It should be noted that the decision issued by the Arbitration Panel may be cited and relied upon before judicial authorities.

Partner institutions

Vice Presidency for Legal Affairs of the President
Islamic Republic of Iran — Ministry of Industry, Mine and Trade
High Council of Iranian Employers’ Associations
Razavi Khorasan Province — Endowment Productivity Foundation
Iran National Entrepreneurship Organization
Islamic Republic of Iran — Ministry of Justice
Deputy for Social Affairs and Crime Prevention of the Judiciary
Center for Development of Electronic Commerce