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MEDIATION FORUM JUIN 2013

MEDIATION FORUM JUIN 2013. ADR IN CONSUMER DISPUTES HAS BEEN ACTIVE FOR 20 YEARS IN FRANCE. Large 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

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MEDIATION FORUM JUIN 2013

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  1. MEDIATION FORUM JUIN 2013

  2. ADR IN CONSUMER DISPUTES HAS BEEN ACTIVE FOR 20 YEARS IN FRANCE • Large 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 • - 2 -

  3. 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% • - 3 -

  4. 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 - 4 -

  5. 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 - 4 -

  6. CONCLUSION ADR is a greatway of solving complaints for consumers ADR is a one by one treatment of problems and veryspecific to each consumer ADR wouldbe more wellknown by consumers - 5 -

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