How does mediation work?

The Consumer Mediation Service deals with any dispute between a consumer and a company established in Belgium, provided that no other service has jurisdiction. So we pick up anything that threatens to fall through the cracks!

Collaboration is essential

To find a solution, we rely on the constructive cooperation of both parties. We try to reach an amicable settlement acceptable to both parties through discussion, taking into account the applicable legislation, but also the principles of reason and fairness. The solution is always central.

And if that doesn’t work?

If we are unable to find a solution, we will draw up a recommendation. This is the Consumer Mediation Service’s impartial view of the case and a suggestion for a solution. The parties are not obliged to follow it.

Helping and improving

On the basis of all the files we receive, we can also make recommendations to a sector or to parliament and government. These are proposals for dealing with, improving or monitoring certain issues in a different way.

Submitting an application

filling in the form

What does the Consumer Mediation Service not do?

We are not your lawyer. So we won’t defend your point of view at all costs. If we think you’re wrong, we’ll say so.

We look for solutions, but we cannot impose or force anything. The procedure is therefore non-binding, including for the company. They are not obliged to cooperate.

We do not impose sanctions or fines. That is a matter for judges and the economic inspectorate.

How does the Consumer Mediation Service work?

01

You send us your file and together we make sure that it is complete and that we understand it properly.

02

We forward your file to the company and ask for its version of the facts. At this first stage, we mainly listen to the parties.

03

Once we have all the information, we actively seek a solution to the dispute based on the law, of course, but we also invoke reason and fairness. The solution is central.

04

Within 90 days, we will close your case, preferably by amicable settlement. If this fails, we will draw up a recommendation. This is our proposal for resolving the case.