MEDIATION FORUM

JUIN 2013

ADR IN CONSUMER DISPUTES HAS BEEN ACTIVE FOR 20 YEARS IN FRANCELarge institutions and companies have put in place ADR in the 1990

- Energy : EDF, GDF- Transportation : SNCF, RATP- Mail (Groupe la Poste)- Insurances : FFSA- Electronic communications- Water business

As well as :

- Minister of Economy- Minister of Education- Town of Paris- TV Companies- Regulation of Financial Markets

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EDF MEDIATION

5000 complaints each year

20% are receivable and others are reoriented to first level of consumer service

2/3 consumers have total or partial satisfaction

95% of customers are satisfied of the ADR system

A yearly increase of more than 20%

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MEDIATOR’S CLUB

The Mediator’s Club has written an Ethical Code

The values are :

- Listening people

- Respect

- Confidentiality

- Fairness

- Free access

- Impartiality and independance

- Tranparency

- Contradictory

All those mediators act similarly

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IMPACT OF NEW ADR DIRECTIVE AND ODR

Shows the right direction to go

Ambiguities to solve

Importance of the way each country will implement it

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CONCLUSION

ADR is a great way of solving complaints for consumers

ADR is a one by one treatment of problems and very specific to each consumer

ADR would be more well known by consumers

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