FAQ

FAQ

  • What does the Mediator of consumption do?

    The Mediator of consumption can inform you about the various possibilities you can try to find an amicable solution for a consumer dispute.

    He receives all applications for amicable settlement of consumer disputes and forwards those applications to a specialised entity, if one exists in the specific area of activity.

    Otherwise, he himself takes responsibility for the application.

  • Who can submit applications to the National service of the Mediator of consumption?

    Both consumers and traders can submit an application for an amicable settlement to the Mediator of consumption for consumer disputes, that is to say disputes arising from a sale or service contract.  Traders must be established in Luxembourg.

  • What is a consumer dispute?

    A consumer dispute is a disagreement regarding a sale contract or a service contract entered into between a consumer and a trader.

  • Can I go to the Mediator of consumption regarding any dispute whatsoever?

    You can submit any applications for an amicable settlement of consumer disputes to the Mediator of consumption.

    However, he will be unable to help you in the following cases:

    • non-economic services of general interest provided by the State or other public bodies;
    • disputes between traders;
    • health services provided by health professionals (doctors, hospitals, etc.) to patients in order to assess, maintain or restore their state of health, including  the prescription, dispensation and provision of medicinal products and medical devices; for such disputes, it is open to you to contact the National health information and mediation service (Service national d’information et de mediation dans le domaine de la santé), 73 rue Adolphe Fischer (4th floor), L-1520 Luxembourg, telephone: (+352) 24 77 55 15, info@mediateursante.lu, www.mediateursante.lu ; and
    • public providers of further or higher education.
  • In what circumstances can the Mediator of consumption refuse to process my application?

    The Mediator of consumption may refuse to act upon your application if:

    • you have not submitted a complaint to the other party;
    • the dispute has no real justification or is delusional;
    • the dispute has been or is being examined by another entity seeking amicable settlement, an arbitration tribunal or a court, whether in Luxembourg or abroad;
    • you have submitted your application more than one year after making a complaint to the other party;
    • dealing with the problem would seriously hamper the functioning of the National service of the Mediator of consumption; and
    • the application does not concern a dispute between a consumer and a trader arising from a sale or service contract.
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