Consumer mediation is an amicable procedure designed to resolve disputes. It allows conflicts to be defused by recourse to an independent and impartial third party in a manner which is both swift and effective.
This type of mediation provides consumers with solutions which are fast, appropriate and free of charge.
Furthermore, mediation is an amicable process which is completely confidential.
The mediator is careful to listen and pay particular attention to every case, taking into account the circumstances and context of the events that occurred.
Fairness is a fundamental aspect of the mediation process.
This means that a recommendation made by a mediator, while not a decision of the courts, provides an amicable means of redress allowing both sides to resolve a dispute quickly, fairly, and in a manner which is free of charge to users of Self-Service Cycles.
The mediator pledges to observe the following values:
Once mediation has ended, the mediator issues a fair, impartial recommendation. The user remains at liberty to accept or reject the mediator's favoured method of resolving the dispute. However, Smovengo has pledged to follow the mediator's recommendations in all circumstances.
Smovengo, the company responsible for operating the Vélib' Métropole system, has chosen to use the services of the Mediator of the Conseil National des Professions de l'Automobile (CNPA), which is officially listed among French mediation services authorised to settle consumer disputes in our industrial sector, which concerns vehicle distribution.
The CNPA service is recognised as a skilled provider of high-quality, independent mediation.
The person who delivers the service is Paul Mauriac, a mediator and trained lawyer who is highly experienced in both fields.
For further information, the user can visit the CNPA Mediator website at any time at the following address: http://www.mediateur-cnpa.fr/qui-sommes-nous.htm
Users residing in the EU or EEA who have purchased a service online are also made aware that they have the option of recourse to the EU Online Dispute Resolution Service: https://ec.europa.eu/consumers/odr
This implies that the user must first address their complaint to the Customer Service department:
The User must do so within six months of the event disputed.
Following the receipt of two responses the User deems unsatisfactory, he/she may apply to the Mediator of the CNPA.
The application for mediation must be made no more than one year after the written complaint was sent to Vélib' Métropole Customer Service.
In the absence of a response from Customer Service within a period of two months.
Written application only:
If the User opts to apply to the CNPA mediation service by email or post, he/she must complete and enclose the form which can be downloaded from the "Contact Us" section on its website.