Using alternative dispute resolution to resolve consumer disputes – Odette Vella
Disputes between consumers and traders are a reality. Luckily, the majority of these disputes are resolved amicably between the two parties after the consumer draws the trader’s attention to the problem encountered. However, there are some complaints which are not easily resolved, and which may require third-party intervention. When faced with an unresolved claim against a trader, local consumers may seek the assistance of the Office for Consumer Affairs. This office provides two main types of redress. One of these is the conciliation process which kickstarts as soon as consumers lodge a formal complaint with this office. During this process, the complaints officer handling the consumer’s complaint communicates with the trader with the aim of reaching an amicable solution. If this conciliation process proves unsuccessful, consumers may then opt to take their claim before the Consumer Claims Tribunal. The other type of redress available to consumers is the alternative dispute resolution (ADR). This is an out-of-court mechanism that assists the two parties come to an understanding through the use of an independent, neutral third party. The main advantages of ADR are that they are...