Consumer satisfaction is at the heart of business concerns. Ability to establish and maintain a trustworthy relationship with all partners, including end-customers, i.e., consumers, is a prerequisite for success. It requires to provide services or products that meet the consumers’ expectations. It must also facilitate individual and mass conflict resolution, thanks to effective and quick resolution mechanisms.
“Inter-company mediation allows you, in more than 70% of the cases, to find a solution allowing you to get out of this situation.”
Since the Ordinance no. 2015-1033 of 20 August 2015 regarding extrajudicial consumer conflicts resolution completed by Decree no. 2015-1382 dated 30 October 2015 concerning the mediation of consumer conflicts, “any consumer has the right to request, free of charge, the resolution of its claim against a company by a consumer mediator” and “thus, the professional guarantees to the consumer the effective use of a consumer mediation procedure.”
In view of this new regulation which transposes the 21 May 2013 European Directive concerning extrajudicial consumer dispute resolution, the CMAP provides its consumer mediation services to all companies and businesses seeking to offer sustainable relationships with all their stakeholders and especially with its consumers
In addition to the services it offers in the business world and in social matters, the CMAP is referenced as a consumer mediator with the Commission for the Evaluation and Control of Consumer Mediation (Commission d’Evaluation et de Contrôle de la Médiation de la Consommation), the CECMC, since 2017.
and wish to appoint the CMAP as a consumer mediator: contact us.
You will find below the conditions for validating your referral:
If these conditions are not met, your referral is not validated by the Centre. You will be informed of this within three weeks of receiving your file.
Our mediators are all heavily involved in the business world.
They have, or have had, a professional background as company directors, lawyers, accountants, engineers, legal directors, sales representatives, company founders and many other professions.
To ensure their perfect command of the mediation process, mediators, regardless of their previous experiences, must be trained to mediation.
For this purpose, the CMAP holds practical training courses.
Before being a mediator accredited by the CMAP, the candidate, after being trained, will have to pass a certification exam which includes a theoretical exam and a practical exam.
The courses are open to all professionals who wish to understand the process, the spirit and the techniques of mediation.
Consumer mediators undergo specific training for the implementation of consumer mediations, which meets the requirements of the European Directive of 21 May 2013.
Once accredited, all mediators must undergo continuous training in order for their accreditation to be renewed every year
The CMAP’s consumer mediators must be referenced by the CECMC and have training (see above) and experience in mediation.
Mediators who have been validated by the CECMC are then appointed within the framework of the consumer mediation agreements signed by the CMAP with companies. They are chosen, for each agreement, with regard to the business field of the signatory companies.
The mediator ‘s role is really to assist the parties to find a reasonable ad satisfactory amicable solution to their dispute.
Before being proposed as a mediator to the parties, the mediator has to certify, prior to accepting each case, that he/she has no conflict of interest with the parties and their counsels, and that he/she is available to handle the case.
The CMAP Rules, and in particular its ethical rules, served as inspiration for the European regulation to which the CMAP contributed significantly.
A law on group action was adopted on 17 March 2014. This procedure allows consumers who consider themselves victims of a prejudice linked to the same product to join together in order to obtain compensation from the manufacturer. To do so, consumers must come together under the aegis of one of the 15 approved national consumer associations.
Articles L623-22 and 23 of the French Consumer Code provide that the judge may, if he/she considers it appropriate, propose a mediation measure between the requesting consumer association and the defending company at any stage of the proceedings.
It must be integrated into the company conflict management policies. It has many advantages: efficiency, speed, inexpensive and much more!
and you would like to implement collective mediation, contact us
and you have disputes with several consumers, contact us.
and you believe you have suffered a loss as a result of a company’s failure, contact one of the accredited national consumer associations (CNAFAL, CNAFC, CSF, Familles de France, Familles rurales, UNAF ADEIC, AFOC, Indecosa-CGT, ALLDC, UFC-Que choisir, CLCV, CGL, CNL, Fnaut) indicating that you would like to initiate mediation.