Mediation as a public polict for resolving conflicts in consumer relations

• Autor(a) principal: Azevedo Canci Mafio, Chanauana de
• Data de Publicação: 2020
• Outros Autores: Martins, Vera Sirlei, Brasil Costa, Valesca
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Scientia Iuris (Online)
• Texto Completo: https://ojs.uel.br/revistas/uel/index.php/iuris/article/view/41020
• topic: Mediation; Public policy; Conflict resolution; Consumer.; Mediação. Política pública. Resolução de conflitos. Consumidor.

This paper addresses mediation as a public policy, examining communication as an important tool for conflict resolution in the area of consumer law. This study utilized bibliographic review with exploratory research and qualitative and quantitative approaches, such as public opinion research. Moreover, the target audience for the public opinion research project was made up of consumers in a municipality in the northwest region of the state of Rio Grande do Sul, Brazil. Furthermore, this study investigates important aspects of consumption, whilst exploring the role of communication as a pacific means of conflict resolution and analyzing its methods and concepts relevant to mediation. Finally, this study concluded that while mediation isn’t popular throughout the country, it is growing a steady user base for conflict resolution. Additionally, interviewees who utilize mediation as a mechanism for resolving consumer disputes, grade it more positively than other instruments in satisfaction scores.