Arbitraje y mediación de consumoaspectos organizativos y procesales

Abstract

Consumer arbitration, an agile, flexible and cost-free dispute resolution mechanism, is conceived as an instrument to safeguard consumers’ rights. In this dissertation a detailed study of consumer arbitration procedure is developed. This procedure, despite its peculiarity, is closely linked to the general theory of the process, and it provides a most valuable opportunity to reflect upon this general theory from a rights-based perspective. Particular attention is given both to the institutional framework which configures consumer arbitration and to the ways in which this framework influences the agreement. In addition, the mediation phase is particularly examined, since it is a most critical component of the consumer arbitration procedure.