Significant increase in mediation activities
During the last year, the Consumer Consumer Office has experienced a significant increase in its operations, with a total of 2,795 interactions with consumers. This figure represents a 39% increase compared to the previous year, emphasizing the growing need for support in conflict resolution.
Types of interactions made
The queries have been the most common, with 1,962 applications, which represents a 67%increase. In addition, claims have also grown, reaching 415, 18% more than in the previous year.
Motivations behind the growth
One of the factors that has contributed to this growth is the increase in queries on the return of mortgage expenses, considered abusive by the judicial authorities. The recent ruling of the European Union Court of Justice has extended the deadlines for the claim, generating a significant increase in consultations.
Areas with more claims
The sectors that have experienced the most incident in the claims include the electricity supply and the financial sector, with 15% each. Other prominent areas are telephone and internet services (9%), e -commerce (6%), the automotive sector (6%) and air transport (5%).
Mediation: an effective solution
The data indicate that 72% of companies accept the mediation proposals of the Consumer Consumer Office. Among the 244 managed mediations, an agreement was reached in 118 cases, which represents 67% of success.
Results and consequences
Despite the fact that 59 files did not reach an agreement, 10 cases resulted in consumer arbitration and 3 to other competent bodies. The remaining 46 files were reported to the claimants about their option to continue in court.
Economic impact of mediations
The agreements reached through mediation have had a significant economic impact, with an average of € 896.92 per agreement. This amount demonstrates the value that the mediation can bring in the resolution of conflicts between consumers and companies.
Areas with greater activity
The municipalities that have registered the most activity of the service include Sant Sadurní d’Anoia with 484 actions (17%), Santa Margarida and the Monks with 389 (14%), and Gelida with 279 (10%).
Trends to the future
With the exception of the pandemic period, the volume of care at the Consumer Office has shown a growing tendency over the last seven years, reflecting a change in the perception of consumers about the importance of mediation as a tool for conflict resolution.