Study on consumers’ attitudes vis-à-vis the Consumer Mediation Service in Belgium
Our book New pathways to civil justice in Europe has just been published by Springer. It results from one of the international conferences organized by our ERC group (’Challenge accepted!’) and this one was particularly memorable. The book focuses on innovative pathways to civil justice with a view to improving access to justice. It encompasses the four key topics of the project: use of Artificial Intelligence and its interaction with judicial systems; ADR and ODR tracks in privatising justice systems; the effects of increased self-representation on access to justice; and court specialization and the establishment of commercial courts to counter the trend of vanishing court trials. Top academics and experts from Europe, the US and Canada address these topics in a critical and multidisciplinary manner, combining legal, socio-legal and empirical insights. More information and sales available at the Springer website. The Introductory chapter by the editors (Erasmus University Rotterdam) and the final chapter by Judith Resnik (Yale University) are available for free download.
Published: July 10, 2019
The research investigated consumers' attitudes and expectations when they engage with the Consumer Mediation Service (Service de Médiation pour le Consommateur/Consumentenombudsdienst), which is the public residual ADR entity acting in Belgium. The study focused on the situation of consumers with uncomplete files submitted in 2018 and was conducted by ERC researchers at Erasmus University, in collaboration with the Consumer Mediation Service and KU Leuven. It was based on an online survey completed by approx. 340 consumers. The report formulates several policy recommendations for futher improving the work and functioning of the Ombudsman. Results are available here, both in French and Dutch.