The order of 20 August 2015 transposes the directive of 21 May 2013 on the extrajudicial resolution of consumer disputes into French law. In particular, it creates the designation “Consumption Mediation”, describing the processes that must be put in place, the obligations of ombudsmen, and the obligation for each professional to allow a consumer to effectively have recourse to a free mediation process, and it specifies all the professional sectors covered by Mediation.
It sets objective criteria of independence and efficiency that condition the approval of mediators by an independent authority, the Consumer Mediation Assessment and Control Commission.
The contents of this order are included in the Consumer Code.
The order has been supplemented by 2 texts, which are also included in the Consumer Code :
- Decree no. 2015-1382 of 30 October 2015 on consumer dispute mediation,
- Decree no. 2015-1607 of 7 December 2015 on the conditions governing the appointment of company ombudsmen.