Chapter VI: Consumer information and assistance

Any trader shall inform the consumer, in accordance with the procedures laid down by decree in the Conseil d’Etat, of the contact details of the competent mediator or mediators for which he is responsible.The trader is also obliged to provide this same information to the consumer, whenever a dispute has not been settled by means of a prior complaint made directly to his services.

Where applicable, it shall also inform the consumer of the steps taken to implement Article 14 of Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on the online settlement of consumer disputes and amending Regulation (EEC) No 2006/2004 and Directive No 2009/22/EC (CLR Regulation).

In the event of a cross-border dispute, all consumers benefit, in accordance with procedures laid down by decree in the Council of State, from the assistance and information necessary to be directed to the competent out-of-court settlement body for consumer disputes in another Member State.