HIBAPRESS – Rabat
The President of the Moroccan Association for the Defense of Consumer Rights called for the adoption of alternative methods for resolving consumer disputes, foremost among them mediation and reconciliation, as a primary option that guarantees the protection of consumer rights and avoids direct recourse to lengthy and costly judicial procedures.
Ali Shtour, President of the Association, explained in a statement to the "HIBAPRESS" newspaper that Law No. 31.08 regarding the determination of consumer protection measures clearly enshrines the priority of mediation and reconciliation in addressing disputes that may arise between the consumer and suppliers, whether it concerns public or private institutions. Shtour, a member of the Moroccan University of Human Rights, affirmed that direct recourse to the judiciary is often exhausting and long-term, while mediation and reconciliation provide a practical and rapid solution, allowing for the settlement of disputes within reasonable timeframes, reducing material costs, and preserving consumer rights without complications or lengthy procedures, emphasizing the importance of encouraging dialogue and understanding instead of conflict. The speaker pointed out that Law 31.08 guarantees the consumer a set of basic rights towards the supplier, including the right to file a complaint, the right to receive a response, and the inadmissibility of ignoring or delaying complaints without a legitimate justification, considering that not responding to consumer complaints or unjustified delay in addressing them constitutes an infringement of their rights and undermines confidence in consumer transactions. The President of the Association added that the consumer window belonging to consumer protection associations remains a fundamental mechanism for communication in the event of ignoring the complaint or failing to reach a satisfactory solution, where a complaint is filed with the necessary documents, such as invoices, contracts, or correspondence, to be studied and communicated with the supplier with the aim of settling the dispute through mediation and reconciliation, with the accompaniment of the consumer and legal guidance when necessary. Shtour stressed that adopting alternative methods for resolving disputes contributes to effectively protecting consumer rights, alleviating the burden on courts, enhancing confidence in consumer transactions, and establishing a culture of dialogue and responsibility, reiterating the Association's continuous commitment to defending consumer rights, and calling on citizens not to hesitate to demand their rights and make consumer awareness the first line of defense.
