consumer mediation

Consumer satisfaction is at the heart of business concerns. Ability to establish and maintain a trustworthy relationship with all partners, including the 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.

The CMAP provides two solutions to your consumers conflicts:

  • For your mass claims: collective mediation
  • For individual disputes: individual consumer mediation

Individual consumer mediation

Since the Ordinance No. 2015-1033 of the 20th of August 2015 regarding extrajudicial consumer conflicts resolution completed by Decree No. 2015-1382 dated 30th of October 2015 concerning the mediation of consumer conflicts, “any consumer has the right to request, for free, 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 May 21st, 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. The CMAP is competent to settle consumer conflicts in all activity fields. Indeed, for the last 20 years, the CMAP has served all products and services sectors.

If you are a company and you want to nominate the CMAP as your consumer mediator, please contact us

If you are a consumer and you wish to use us to solve a conflict with a professional: click here

Collective mediation

A Law creating class actions in France was adopted on March 17, 2014. This new procedure enables the 15 national and certified non-profit consumer charities to represent all consumers who have a similar claim on the same matter.

It is worthwhile to note that the Consumption Code (Articles L423-15 and 16) enables the court, if it deems appropriate, to propose a mediation to resolve a conflict between an claimant non-profit consumer charity and a defendant company at anytime during the proceedings.

The collective mediation can be initiated:

  • during judicial proceedings, or
  • spontaneously before filing any claim in court

It must be integrated into the company conflict management policies. It has many advantages: efficiency, speed, inexpensive and much more !

You are a certified non-profit consumer organization and you would like to implement collective mediation, contact us

You are a company and you have disputes with several consumers, contact us.

You are a consumer and believe you have a claim against as a result of a company’s failure, contact one of the national and certified non-profit consumer organizations (CNAFAL, CNAFC, CSF, Familles de France, Familles rurales, UNAF ADEIC, AFOC , Indecosa-CGT, ALLDC, UFC-Que