Stage 2: mediation and conciliation

If no agreement can be reached between the consumer and the professional during the first phase, the consumer can ask the helpdesk of the association of consumers of his country for mediation-conciliation. The helpdesk will contact the central secretariat located in Brussels (OIPC, the Organisation indépendante pour la protection du consommateur), which will organise and follow the procedure. The mediator, a neutral and independent specialist, will be able to be assisted by two conciliators, the first representing consumers and the other professionals. Access to this procedure will be done by means of a special mediation form which will be signed by the parts in question. The OTE has given a commitment that its members will accept mediation if the consumer wants it. The goal of using this mediation-conciliation procedure is to obtain an equitable extra-judicial solution (for example, thanks to an agreement signed between the consumer and the company).