Business

A Mediator for consumer affairs

A free service for settling disputes between businesses and their customers

Logo du Médiateur de la consommationThe new Mediator of consumption has now been introduced! This is a new body for settling disputes on consumer matters - i.e. between businesses and their customers in every possible field - out of court. The new service makes it possible to avoid having to refer a dispute to the courts, and acts as a one-stop point of access to the specific bodies that exist in some areas of activity.

The National service of the Mediator of consumption (Service national du Médiateur de la consommation) provides centralised assistance in reaching an out-of-court settlement of any disputes between consumers and traders. At the European level, an out-of-court settlement is 30% cheaper and 60% quicker than going through the courts; 70% of mediation cases are resolved successfully.

Any consumer, whether resident in the Grand Duchy or not, in dispute with a trader established in the Grand Duchy may refer the matter to the National service of the Mediator of consumption. A trader established in the Grand Duchy who has problems with a consumer resident in the Grand Duchy can also refer the matter to the Mediator.

The Mediator of consumption deals with the matter personally if there is no specialist service with competence in the matter at issue. If there is a specialist out-of-court settlement body that meets a number of conditions, the Mediator of consumption directs the consumer and the trader to this other body, which is on the list of qualified entities, and passes the case file on.

There is no charge for referring a matter to the Mediator of consumption. The out-of-court settlement procedure may not take more than 90 days. All information and documents given or received during the settlement procedure remain confidential and therefore cannot be used subsequently in legal proceedings.

(Source: press release from the Ministry of the Economy)

  • Updated 29-11-2016