{"id":4949,"date":"2024-07-22T12:21:18","date_gmt":"2024-07-22T10:21:18","guid":{"rendered":"https:\/\/rouzade.com\/?p=4949"},"modified":"2024-12-31T10:33:05","modified_gmt":"2024-12-31T09:33:05","slug":"posrednichestvo-v-potrebitelskih-sporah","status":"publish","type":"post","link":"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/","title":{"rendered":"M\u00e9diation dans les litiges de consommation"},"content":{"rendered":"<p>Si un litige survient concernant l&#039;ex\u00e9cution d&#039;un contrat de vente ou de service, le professionnel doit offrir au consommateur la possibilit\u00e9 de parvenir \u00e0 une entente sans l&#039;intervention d&#039;un juge. Cette proc\u00e9dure alternative de r\u00e8glement des litiges est appel\u00e9e m\u00e9diation. Elle implique l&#039;intervention d&#039;un m\u00e9diateur dont la mission est de proposer une solution pour r\u00e9soudre pacifiquement le diff\u00e9rend.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Contenu<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Basculer la table des mati\u00e8res\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Basculer<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #000000;color:#000000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #000000;color:#000000\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%9a%d0%b0%d0%ba%d0%b8%d0%b5_%d1%81%d0%bf%d0%be%d1%80%d1%8b_%d1%81%d0%be%d0%b2%d0%bc%d0%b5%d1%81%d1%82%d0%b8%d0%bc%d1%8b_%d1%81_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b5%d0%b9\" >Quels litiges sont compatibles avec la m\u00e9diation ?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%a1%d0%bf%d0%be%d1%80%d1%8b_%d1%81%d0%be%d0%b2%d0%bc%d0%b5%d1%81%d1%82%d0%b8%d0%bc%d1%8b%d0%b5_%d1%81_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b5%d0%b9\" >Litiges compatibles avec la m\u00e9diation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%a1%d0%bf%d0%be%d1%80%d1%8b_%d0%bd%d0%b5%d1%81%d0%be%d0%b2%d0%bc%d0%b5%d1%81%d1%82%d0%b8%d0%bc%d1%8b%d0%b5_%d1%81_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b5%d0%b9\" >Litiges incompatibles avec la m\u00e9diation<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%9f%d1%80%d0%b8_%d0%ba%d0%b0%d0%ba%d0%b8%d1%85_%d1%83%d1%81%d0%bb%d0%be%d0%b2%d0%b8%d1%8f%d1%85_%d0%bf%d0%be%d1%82%d1%80%d0%b5%d0%b1%d0%b8%d1%82%d0%b5%d0%bb%d1%8c_%d0%bc%d0%be%d0%b6%d0%b5%d1%82_%d0%bf%d1%80%d0%b8%d0%b1%d0%b5%d0%b3%d0%bd%d1%83%d1%82%d1%8c_%d0%ba_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b8\" >Dans quelles conditions un consommateur peut-il recourir \u00e0 la m\u00e9diation ?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%9a%d0%b0%d0%ba%d0%be%d0%b2%d1%8b_%d0%be%d0%b1%d1%8f%d0%b7%d0%b0%d0%bd%d0%bd%d0%be%d1%81%d1%82%d0%b8_%d1%81%d0%bf%d0%b5%d1%86%d0%b8%d0%b0%d0%bb%d0%b8%d1%81%d1%82%d0%b0\" >Quelles sont les responsabilit\u00e9s d&#039;un sp\u00e9cialiste?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%92%d1%8b%d0%b1%d0%be%d1%80_%d0%bf%d0%be%d1%81%d1%80%d0%b5%d0%b4%d0%bd%d0%b8%d0%ba%d0%b0\" >Choisir un interm\u00e9diaire<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%98%d0%bd%d1%84%d0%be%d1%80%d0%bc%d0%b0%d1%86%d0%b8%d1%8f_%d0%b4%d0%bb%d1%8f_%d0%bf%d0%be%d1%82%d1%80%d0%b5%d0%b1%d0%b8%d1%82%d0%b5%d0%bb%d0%b5%d0%b9\" >Informations pour le consommateur<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%9a%d1%82%d0%be_%d0%bf%d0%bb%d0%b0%d1%82%d0%b8%d1%82_%d0%b7%d0%b0_%d0%bf%d0%be%d1%81%d1%80%d0%b5%d0%b4%d0%bd%d0%b8%d1%87%d0%b5%d1%81%d1%82%d0%b2%d0%be\" >Qui paie la m\u00e9diation ?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/rouzade.com\/fr\/posrednichestvo-v-potrebitelskih-sporah\/#%d0%a7%d1%82%d0%be_%d0%b4%d0%b5%d0%bb%d0%b0%d0%b5%d1%82_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%82%d0%be%d1%80_%d0%b5%d1%81%d0%bb%d0%b8_%d1%81%d1%82%d0%be%d1%80%d0%be%d0%bd%d1%8b_%d0%bd%d0%b5_%d1%81%d0%be%d0%b3%d0%bb%d0%b0%d1%81%d0%bd%d1%8b\" >Que fait un m\u00e9diateur si les parties ne sont pas d\u2019accord ?<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"%d0%9a%d0%b0%d0%ba%d0%b8%d0%b5_%d1%81%d0%bf%d0%be%d1%80%d1%8b_%d1%81%d0%be%d0%b2%d0%bc%d0%b5%d1%81%d1%82%d0%b8%d0%bc%d1%8b_%d1%81_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b5%d0%b9\"><\/span>Quels litiges sont compatibles avec la m\u00e9diation ?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"%d0%a1%d0%bf%d0%be%d1%80%d1%8b_%d1%81%d0%be%d0%b2%d0%bc%d0%b5%d1%81%d1%82%d0%b8%d0%bc%d1%8b%d0%b5_%d1%81_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b5%d0%b9\"><\/span>Litiges compatibles avec la m\u00e9diation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>La m\u00e9diation des litiges de consommation s&#039;applique \u00e0 tous les litiges opposant un consommateur \u00e0 un professionnel dans le cadre d&#039;un contrat de vente ou de prestation de services.<\/p>\n<p>L&#039;obligation de recourir \u00e0 la m\u00e9diation s&#039;applique quels que soient la taille et le secteur professionnel de l&#039;entreprise (par exemple commerce de d\u00e9tail alimentaire, vente en ligne, gestion immobili\u00e8re, construction, assurances, presse, informatique).<\/p>\n<p>Il peut s\u2019agir des litiges suivants\u00a0:<\/p>\n<ul>\n<li>Litiges nationaux : au moment de la conclusion du contrat litigieux, le consommateur r\u00e9sidait dans le m\u00eame \u00e9tat que le lieu de r\u00e9sidence du sp\u00e9cialiste.<\/li>\n<li>Litiges transfrontaliers : au moment de la conclusion du contrat litigieux, le consommateur r\u00e9sidait dans un \u00c9tat diff\u00e9rent de celui du lieu d\u2019\u00e9tablissement du sp\u00e9cialiste.<\/li>\n<\/ul>\n<p>Toute clause ou accord obligeant un consommateur \u00e0 recourir \u00e0 la m\u00e9diation avant de saisir le tribunal en cas de litige est interdit.<\/p>\n<p>En cas de litige transfrontalier en Europe, le consommateur peut s&#039;adresser au Centre Europ\u00e9en des Consommateurs (ECC).<\/p>\n<p>A travers son r\u00e9seau pr\u00e9sent dans tous les pays de l&#039;UE : Royaume-Uni, Islande et Norv\u00e8ge, CEC r\u00e9pond aux questions des consommateurs et les accompagne dans leurs d\u00e9marches.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%d0%a1%d0%bf%d0%be%d1%80%d1%8b_%d0%bd%d0%b5%d1%81%d0%be%d0%b2%d0%bc%d0%b5%d1%81%d1%82%d0%b8%d0%bc%d1%8b%d0%b5_%d1%81_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b5%d0%b9\"><\/span>Litiges incompatibles avec la m\u00e9diation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Toutefois, la m\u00e9diation des litiges de consommation n\u2019est pas applicable dans les cas suivants :<\/p>\n<ul>\n<li>Litige entre professionnels.<\/li>\n<li>Une plainte d\u00e9pos\u00e9e par un consommateur aupr\u00e8s d&#039;une \u00e9quipe de service client professionnelle.<\/li>\n<li>N\u00e9gociations directes entre consommateur et professionnel.<\/li>\n<li>Tentative de conciliation ou de m\u00e9diation suite \u00e0 une d\u00e9cision d&#039;un tribunal saisi d&#039;un litige de consommation.<\/li>\n<li>Une affaire intent\u00e9e par un professionnel contre un consommateur.<\/li>\n<li>Litiges concernant des services non marchands d&#039;int\u00e9r\u00eat g\u00e9n\u00e9ral, fournis par exemple par une administration ou une association.<\/li>\n<li>Litiges li\u00e9s aux services m\u00e9dicaux fournis par des professionnels de la sant\u00e9 aux patients (y compris la prescription, l&#039;utilisation et la fourniture de m\u00e9dicaments ou de dispositifs m\u00e9dicaux).<\/li>\n<li>Litiges relatifs aux services fournis par les prestataires publics de l\u2019enseignement sup\u00e9rieur.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-2280\" src=\"https:\/\/rouzade.com\/wp-content\/uploads\/2022\/01\/1.jpg\" alt=\"\u0430\u0434\u0432\u043e\u043a\u0430\u0442 \u043e\u0442\u0432\u0435\u0447\u0430\u0435\u0442 \u043d\u0430 \u0432\u0430\u0448\u0438 \u0432\u043e\u043f\u0440\u043e\u0441\u044b\" width=\"940\" height=\"788\" srcset=\"https:\/\/rouzade.com\/wp-content\/uploads\/2022\/01\/1.jpg 940w, https:\/\/rouzade.com\/wp-content\/uploads\/2022\/01\/1-300x251.jpg 300w, https:\/\/rouzade.com\/wp-content\/uploads\/2022\/01\/1-768x644.jpg 768w, https:\/\/rouzade.com\/wp-content\/uploads\/2022\/01\/1-696x583.jpg 696w, https:\/\/rouzade.com\/wp-content\/uploads\/2022\/01\/1-501x420.jpg 501w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%d0%9f%d1%80%d0%b8_%d0%ba%d0%b0%d0%ba%d0%b8%d1%85_%d1%83%d1%81%d0%bb%d0%be%d0%b2%d0%b8%d1%8f%d1%85_%d0%bf%d0%be%d1%82%d1%80%d0%b5%d0%b1%d0%b8%d1%82%d0%b5%d0%bb%d1%8c_%d0%bc%d0%be%d0%b6%d0%b5%d1%82_%d0%bf%d1%80%d0%b8%d0%b1%d0%b5%d0%b3%d0%bd%d1%83%d1%82%d1%8c_%d0%ba_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%86%d0%b8%d0%b8\"><\/span>Dans quelles conditions un consommateur peut-il recourir \u00e0 la m\u00e9diation ?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Un litige peut \u00eatre r\u00e9solu par un m\u00e9diateur de la consommation si toutes les conditions suivantes sont remplies :<\/p>\n<ul>\n<li>Le consommateur justifie pr\u00e9alablement sa tentative de r\u00e9solution de son litige en adressant une r\u00e9clamation \u00e9crite directement au sp\u00e9cialiste ou \u00e0 son service client.<\/li>\n<li>La demande n\u2019est pas manifestement d\u00e9raisonnable ou offensante.<\/li>\n<li>Le litige n\u2019a pas \u00e9t\u00e9 ou n\u2019est pas examin\u00e9 auparavant par un autre m\u00e9diateur ou un autre tribunal.<\/li>\n<li>Le consommateur doit introduire une demande aupr\u00e8s du m\u00e9diateur dans un d\u00e9lai d&#039;un an apr\u00e8s avoir d\u00e9pos\u00e9 une r\u00e9clamation \u00e9crite aupr\u00e8s du professionnel.<\/li>\n<li>Le litige est compatible avec la m\u00e9diation (les domaines li\u00e9s \u00e0 la sant\u00e9, \u00e0 l&#039;int\u00e9r\u00eat g\u00e9n\u00e9ral ou \u00e0 l&#039;enseignement sup\u00e9rieur ne sont pas compatibles avec la m\u00e9diation).<\/li>\n<\/ul>\n<p>La d\u00e9marche de m\u00e9diation de la consommation ne peut \u00eatre mise en \u0153uvre qu&#039;\u00e0 l&#039;initiative du consommateur ; un professionnel ne peut pas l&#039;initier.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%d0%9a%d0%b0%d0%ba%d0%be%d0%b2%d1%8b_%d0%be%d0%b1%d1%8f%d0%b7%d0%b0%d0%bd%d0%bd%d0%be%d1%81%d1%82%d0%b8_%d1%81%d0%bf%d0%b5%d1%86%d0%b8%d0%b0%d0%bb%d0%b8%d1%81%d1%82%d0%b0\"><\/span>Quelles sont les responsabilit\u00e9s d&#039;un sp\u00e9cialiste?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Le professionnel doit s\u00e9lectionner un m\u00e9diateur avant qu\u2019un litige ne survienne et en informer le consommateur.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%d0%92%d1%8b%d0%b1%d0%be%d1%80_%d0%bf%d0%be%d1%81%d1%80%d0%b5%d0%b4%d0%bd%d0%b8%d0%ba%d0%b0\"><\/span>Choisir un interm\u00e9diaire<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Pour trouver un interm\u00e9diaire autoris\u00e9 \u00e0 contacter ses clients, un professionnel doit choisir l&#039;une des m\u00e9thodes suivantes :<\/p>\n<ul>\n<li>\u00catre affect\u00e9 \u00e0 un interm\u00e9diaire public sectoriel, s&#039;il en existe un dans le secteur professionnel (communications \u00e9lectroniques, eau, \u00e9nergie, assurances, tourisme)<\/li>\n<li>Faire appel \u00e0 une f\u00e9d\u00e9ration interm\u00e9diaire dont le professionnel est membre.<\/li>\n<li>Signer une convention avec une association ou soci\u00e9t\u00e9 d&#039;interm\u00e9diaires : par exemple, le Centre de M\u00e9diation et d&#039;Arbitrage de la Chambre de Commerce et d&#039;Industrie de Paris (CMAP) ou la m\u00e9diation de la consommation CNPM.<\/li>\n<li>Mettre en place un m\u00e9diateur interne au sein de l&#039;entreprise : le m\u00e9diateur doit \u00eatre d\u00e9sign\u00e9 par un organe coll\u00e9gial compos\u00e9 d&#039;au moins 2 repr\u00e9sentants d&#039;associations de consommateurs agr\u00e9\u00e9es et d&#039;au moins 2 repr\u00e9sentants de professionnels. Aucune relation hi\u00e9rarchique ou fonctionnelle ne peut exister entre le professionnel et le m\u00e9diateur lors de l&#039;exercice de sa mission de m\u00e9diation.<\/li>\n<li>Dans tous les cas, l&#039;interm\u00e9diaire de consommation d\u00e9sign\u00e9 par le professionnel doit figurer sur la liste des interm\u00e9diaires agr\u00e9\u00e9s par la Commission d&#039;\u00e9valuation et de contr\u00f4le de l&#039;interm\u00e9diation de la consommation (CECMC). Le m\u00e9diateur est nomm\u00e9 pour une dur\u00e9e de 3 ans.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.economie.gouv.fr\/mediation-conso\/liste-des-mediateurs-references\">https:\/\/www.economie.gouv.fr\/mediation-conso\/liste-des-mediateurs-references<\/a><\/p>\n<h3><span class=\"ez-toc-section\" id=\"%d0%98%d0%bd%d1%84%d0%be%d1%80%d0%bc%d0%b0%d1%86%d0%b8%d1%8f_%d0%b4%d0%bb%d1%8f_%d0%bf%d0%be%d1%82%d1%80%d0%b5%d0%b1%d0%b8%d1%82%d0%b5%d0%bb%d0%b5%d0%b9\"><\/span>Informations pour le consommateur<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Le professionnel doit communiquer au consommateur les coordonn\u00e9es de l&#039;interm\u00e9diaire de consommation (nom, adresse et site internet) dont il rel\u00e8ve. Ces informations font partie des informations obligatoires qui doivent figurer sur le site Internet du professionnel.<\/p>\n<blockquote><p>Le praticien doit \u00e9galement fournir sur son site internet un lien vers la plateforme europ\u00e9enne de r\u00e8glement des litiges en ligne (RLL).<\/p><\/blockquote>\n<p>Il doit inscrire ces informations de mani\u00e8re visible et lisible sur son site Internet et dans ses documents commerciaux (CGV et bons de commande). En l&#039;absence de tels supports, tout autre moyen appropri\u00e9 (par exemple par d\u00e9monstration) est autoris\u00e9.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-6426\" src=\"https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2.png\" alt=\"\u0434\u043e\u043a\u0443\u043c\u0435\u043d\u0442\u044b\" width=\"940\" height=\"788\" srcset=\"https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2.png 940w, https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2-300x251.png 300w, https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2-768x644.png 768w, https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2-14x12.png 14w, https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2-150x126.png 150w, https:\/\/rouzade.com\/wp-content\/uploads\/2024\/07\/2-696x583.png 696w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/p>\n<p>Le professionnel doit informer le consommateur \u00e0 deux reprises :<\/p>\n<ul>\n<li>Avant la conclusion du contrat<\/li>\n<li>Pendant la dur\u00e9e du contrat apr\u00e8s une r\u00e9clamation pr\u00e9liminaire du consommateur qui n&#039;a pas abouti.<\/li>\n<\/ul>\n<blockquote><p>Le non-respect de ce dispositif est puni d&#039;une amende administrative de 3 000 euros pour un entrepreneur individuel et de 15 000 euros pour une entreprise.<\/p><\/blockquote>\n<h2><span class=\"ez-toc-section\" id=\"%d0%9a%d1%82%d0%be_%d0%bf%d0%bb%d0%b0%d1%82%d0%b8%d1%82_%d0%b7%d0%b0_%d0%bf%d0%be%d1%81%d1%80%d0%b5%d0%b4%d0%bd%d0%b8%d1%87%d0%b5%d1%81%d1%82%d0%b2%d0%be\"><\/span>Qui paie la m\u00e9diation ?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>La m\u00e9diation en mati\u00e8re de consommation est gratuite pour le consommateur. Les frais sont \u00e0 la charge du professionnel.<\/p>\n<p>L&#039;interm\u00e9diaire informe le professionnel de ses tarifs et conditions financi\u00e8res (par acte, forfait ou abonnement). Les prix peuvent varier en fonction du montant des dommages caus\u00e9s.<\/p>\n<p>Si le consommateur d\u00e9cide de recourir aux services d&#039;un avocat ou d&#039;un expert lors de la m\u00e9diation (ce qui n&#039;est pas obligatoire), il supportera ses propres frais.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%d0%a7%d1%82%d0%be_%d0%b4%d0%b5%d0%bb%d0%b0%d0%b5%d1%82_%d0%bc%d0%b5%d0%b4%d0%b8%d0%b0%d1%82%d0%be%d1%80_%d0%b5%d1%81%d0%bb%d0%b8_%d1%81%d1%82%d0%be%d1%80%d0%be%d0%bd%d1%8b_%d0%bd%d0%b5_%d1%81%d0%be%d0%b3%d0%bb%d0%b0%d1%81%d0%bd%d1%8b\"><\/span>Que fait un m\u00e9diateur si les parties ne sont pas d\u2019accord ?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Si les parties ne parviennent pas \u00e0 s&#039;entendre d&#039;elles-m\u00eames, le m\u00e9diateur de la consommation proposera une solution dans un d\u00e9lai de 90 jours pour r\u00e9gler le litige \u00e0 l&#039;amiable. Les parties d\u00e9cident de l&#039;accepter ou de le refuser.<\/p>\n<p>En cas de refus, les parties peuvent d\u00e9cider de poursuivre le litige devant les tribunaux.<\/p>\n<p>Source https:\/\/entreprendre.service-public.fr\/vosdroits\/F33338<\/p>","protected":false},"excerpt":{"rendered":"<p>Litige avec le consommateur ? La m\u00e9diation contribuera \u00e0 r\u00e9soudre le conflit de mani\u00e8re pacifique et efficace. D\u00e9couvrez quels litiges peuvent \u00eatre r\u00e9solus par la m\u00e9diation, quelles conditions doivent \u00eatre remplies et quelles sont les responsabilit\u00e9s des professionnels.<\/p>","protected":false},"author":1,"featured_media":6425,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[6],"tags":[334,363],"class_list":{"0":"post-4949","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-blog","8":"tag-micro-entreprise","9":"tag-creation"},"acf":[],"yoast_head":"<title>\u041f\u043e\u0441\u0440\u0435\u0434\u043d\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u0432 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044c\u0441\u043a\u0438\u0445 \u0441\u043f\u043e\u0440\u0430\u0445 -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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