Η συμβολή της ανεξάρτητης αρχής του Συνηγόρου του Καταναλωτή στη βελτίωση των παρεχόμενων υπηρεσιών από τους οργανισμούς του δημόσιου τομέα.

Abstract

Enabling the settlement of consumer disputes through extrajudicial mechanisms is an effective method of consumer protection at the international level, given that these mechanisms provide more economical, faster and simpler procedures, thus contributing to increasing consumer confidence in market operation. A large number of authorities and bodies are working towards finding an alternative dispute resolution, both at national and European levels, with the Commission even encouraging the use of mediation as a method of resolving civil and commercial disputes. In most countries, these mechanisms are part of the private sector, whereas the relevant mechanisms only in Greece and the Nordic countries are surrounded by the prestige of the independent administrative authorities. The Consumer Ombudsman is the object of the present study. This is an independent authority that appeared in the national legal order in 2004 and its core responsibility is the out-of-court settlement of consumer disputes, in other words the mediation between contracting parties so that a compromise could be reached. The working hypotheses and objectives of the current study are whether the Consumer Ombudsman is fulfilling its institutional role, as well as to investigate whether it could contribute, within its framework of competences, to improving the services provided by public sector organizations. Special reference is made to the authority’s mission, responsibilities, organization and methods of operation, with an emphasis on the most significant consumer disputes it has attended to. The study attempts an overall assessment of the Ombudsman’s past operation, by conducting a statistical survey of its action, based on quantitative and qualitative indicators, which are listed in the authority’s annual reports. In supporting the aforementioned analysis, a semi-structured interview with the Deputy Ombudsman, Mrs. Kontogiannis, was carried out. Furthermore, the study includes a brief reference to the national and European legal framework for consumer protection, as well as the development of this European policy. Finally, proposals towards improving the operation of the Consumer Ombudsman and strengthening its cooperation with similar bodies, as well as providing more effective consumer protection in general, are discussed.