The arbitral joint of Consumption of Aragon has processed 585 arbitration requests in the first half of the year, positioning itself as an effective alternative to the judicial route to resolve conflicts between consumers and companies. This service, attached to the General Directorate for the Protection of Consumers and Users of the Aragon Government, has met the marked objectives, guaranteeing a quick and free response for citizens.
As reported by its general director, Inma de Francisco, “the objective marked by the portfolio of services to solve at least 85% of claims within 4 months has been fulfilled.” Of the 585 applications processed, 480 have been resolved, either by mediation (174) or by arbitration (306).
In these cases, the process concludes with a resolution that has the same validity as a judicial sentence. The arbitral schools are formed by three members: one on behalf of the administration, another of the consumer associations and another of the business organizations.
High favorable resolution rate for consumers
Of the total dictated awards, 274 have been estimated (totally or partially), which represents 89.54%. Only 20 were dismissatory and 12 conciliatories. “All awards have been unanimously dictated by the arbitration organ,” they have indicated from the General Directorate.
Arbitration requires express acceptance by the claimed company, or its adhesion to the consumer arbitration system. In this semester, 118 cases were filed for not accepting the company the procedure, which leaves the judicial route to the consumer.
Most claims are about light, gas or internet
“By sectors, of the 585 applications submitted, the highest percentage, 42%, corresponds to the services of general interest, such as Luz (166), Gas (76) and Agua (2), with a total of 244 arbitration requests,” describes Francisco. The second sector with more claims is that of telecommunications, with 135 cases.
Other sectors such as the Post Office (15 applications), Tintorírías (12) and rail transport (16) are also highlighted. Many of these claims are related to disagreement in readings, rates, contract changes without consent or unauthorized charges.
A Free and Fast System
“The consumer arbitration system is an extrajudicial route for the resolution of conflict between the two protagonists of consumption: the consumer or the user and the businessman, merchant or service provider,” says Inma de Francisco. He also adds that “this system allows the two parties to conflict, in the shortest possible time, resolve their differences without expenses and without the need to go to the courts of justice.”
Currently, 5,776 establishments, professionals and companies are attached to this system in Aragon, which is consolidated as a useful tool to guarantee consumer rights. Only in this semester 26 new companies have been added, thanks to a promotion campaign carried out by the Government of Aragon.
Finally, from the General Directorate, they emphasize that “the adhesion to the consumer arbitration system gives a quality plus for the establishment, since the distinctive implies guarantee and confidence in its products and services, and can result in a better image and generate a feedback and loyalty of consumers and users”.
