Study on consumers’ attitudes vis-à-vis the Consumer Mediation Service in Belgium
On 1 and 2 April 2020, ERC project members Erlis Themeli and Emma van Gelder co-organized the conference ‘Digital and Intelligent Europe: EU Citizens and the Challenges of New Technologies for Civil Justice’, together with Anna van Duin and Rachel Rietveld (University of Amsterdam). The two-day conference revolved around EU citizens in their search for justice in an increasingly digitized world. Digital technologies can reduce barriers to access to justice by offering more affordable, swifter and simpler solutions. Key notes were delivered by Natali Helberger and Tania Sourdin and the three panels evolved around the topics of digital and intelligent out of court procedure, digital and intelligent justice solutions for supporting the court, and digital and intelligent courts. The conference brought together academics and practitioners from around the world and resulted in vivid discussions and a lot of food for thought. We will prepare a full conference report in the upcoming days.
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.