The Austrian Consumer Arbitration Board, with the help of CIIT GmbH, has introduced modern complaint management software.

The Austrian Consumer Arbitration Board is implementing OmbuDesk, a modern complaint management software. The arbitration board for consumer disputes is an independent, non-profit organization. This state-approved arbitration body handles all dispute resolution proceedings that cannot be dealt with by another arbitration body in Austria. 

The arbitration board is financed by the Ministry of Social Affairs, the banking sector, the state of Lower Austria and the insurance company of the Chamber of Commerce, as well as by regular members of the association. 

CIIT entwickelt moderne Beschwerdemanagement-Software für Verbraucherschlichtung Austria
CIIT entwickelt moderne Beschwerdemanagement-Software für Verbraucherschlichtung Austria

Challenge

The number of dispute resolution requests has more than doubled for the Austrian Consumer Arbitration Service over the last five years. In total, the staff are responsible for over 2,500 dispute resolution requests and 7,421 inquiries per year. 

A mediation procedure is a labor-intensive method for resolving a dispute between consumers and businesses out of court. 

Mediation between two parties requires many steps. These include reviewing documents, communicating with both parties, and developing a settlement proposal. 

The resulting workload could no longer be handled by the consumer arbitration service with the original software solution.

Solution

The original software solution of Consumer Arbitration Austria It should be replaced by specialized software for arbitration boards. CIIT Software GmbH offers with OmbuDesk a modern and digital arbitration tool that solves the challenges of non-profit organizations.

OmbuDesk combines the application process, all communication between the parties, and document management into one solution. 

The internal complaint management process has been significantly simplified through modern search functions, automated reporting, and helpful AI functions and automations. 

With OmbuDesk, the Austrian consumer arbitration service fully maps all necessary steps of an arbitration procedure. 

To use

OmbuDesk has been used by the Austrian Consumer Arbitration Board since 2025. Since then, the modern complaint management software has facilitated the organization's work. 

The benefits for the non-profit organization can be impressively demonstrated in just a few figures:  

  • The average processing time has decreased by 10 days – from 49 days to 39 days.

  • The settlement rate for all conciliation requests is over 60%.

  • The settlement rate when companies decide to participate in the arbitration process is even 76%.

Although the workload for the Austrian consumer arbitration board increases every year, the statistics clearly show the success of the individually tailored software solution from CIIT GmbH. 

Because OmbuDesk enables the arbitration body to fulfill its task more easily, efficiently and successfully.