Consumer Mediation (with consumers)

Consumer Mediation (with consumers): the six stages including telephone call

STAGE 1

Assignment of the request

The Mediator assigns the request to a mediation officer in his team, who will be the single point of contact for the complainant during processing of their file through mediation.

STAGE 2

Contacting the parties

The latter contacts the parties (the complainant and the party to which they are opposed), usually by telephone, in order to validate with them their understanding of the principles and values of mediation and their acceptance thereof.

STAGE 3

Constitution of the files

He asks each party to make its submissions for the file so that he can carry out his complete and independent analysis.

STAGE 4

Proposal of a solution

When approaching the conclusion, the mediation officer submits it to the Mediator, together with the supporting documents. The Mediator proposes a fair and legal solution including any associated compensation.

STAGE 5

Consideration of the proposed solution

The latter is presented to the parties who decide, after discussion and possible challenges, whether or not they accept it.

STAGE 6

Validation of the mediation solution

The Mediator then ratifies the mediation solution and ensures that it is implemented (when necessary) by the party concerned.

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