Mediation is one of the most effective ways for out-of-court dispute resolution, which guarantees the consumer and the trader equality in the negotiation process. Both parties participate voluntarily in the mediation procedure, discuss possible solutions to the dispute with the assistance of a third neutral and impartial person, a mediator, who assists the parties in reaching a mutually acceptable agreement. The participants in the procedure, the consumer, the trader and the mediator, are obliged to observe confidentiality regarding the discussions during the mediation.
We chose mediation because it is a widely used way of resolving disputes around the world, and in particular in the European Union, and because of its benefits:
The most important quality of a mediator is that she/he is neutral - she does not give solutions, advice and assessments on the dispute. His role is to:
The mediator does not provide legal advice.
All discussions and documents in mediation are confidential. Mediation participants sign a mediation agreement with a confidentiality clause, and mediators may refuse to testify in court on the same dispute. The advantage for consumers and traders is that they keep their personal and commercial secrets.
An agreement is stable when it is based on the important interests of both parties. During mediation, the mediator promotes realistic agreements based on objective criteria. Practice and statistics show that: