Customer disputes that end up in court not only cost money but also potentially lose the customer. Going to court causes stress, takes time and is based on blame. This damages everyone. Mediation, on the other hand, provides a calmer, quicker and less expensive way of resolving difficulties. It may not only resolve the issue, but also rebuild relationships. If it doesn’t work, there is always the option to take things to court. Having taken part in mediation means parties have a clearer understanding of their differences.
In consumer disputes, first, the mediator speaks with each person involved in the situation individually. These sessions are confidential. Each participant is encouraged to give their view, and express their needs. The mediator helps the person reflect on how to express this so that the other participants can understand.
Then, when all participants are ready and willing to talk to each other, the mediator arranges a joint session. This is ideally in a neutral venue.They may be in the same room talking together with the mediator present or in different rooms with the mediator moving between them. This is also the case on-line with a virtual meeting.
At the end of the mediation, the mediator documents any agreements or actions. When there is no agreement, the mediator provides a statement of where things have ended.
In Turkey, customer disputes with a monetary claim of TRY 10,390 and above and disputes that are not monetary claims are subject to mandatory mediation as a prerequisite and therefore applying for mediation before filing a lawsuit has become a prerequisite.