Arbitration Board Consumption and 2022 Consumer Disputes
The Arbitration Board, affiliated with the Ministry of Innovation, Industry, Trade and Tourism, released its 2022 annual report. In the Community of Valencia, consumer cases accounted for 78.57 percent of the 1,376 arbitration requests that year, involving payment services and essential utilities such as phone, energy, and water.
In particular, telephone services led with 589 applications, representing 42.81 percent of filings in that period. Gas and electricity matters followed with 492 requests, equal to 35.76 percent. Other sectors included business entities, vehicles, and electronic devices, each contributing about 30 applications (2.18 percent). Financial or insurance organizations comprised 28 filings (2.03 percent).
The Consumer Arbitration System is an out-of-court, binding, administrative mechanism used to resolve disputes between consumers or users and companies or professionals. In Valencia, 13,994 companies are voluntary members. Disputes closed through this system cannot be pursued in ordinary courts later, ensuring final resolutions in many consumer matters.
Images show the electricity distribution towers, underscoring the focus on essential infrastructure and utility services. The aim of this system is to promptly address consumer needs that cannot be settled by other means, especially when the claim involves the marketing of goods and services by a company or professional.
This conflict resolution framework covers any dispute involving a consumer relationship with a company, business, or professional, regardless of sector, provided there are reasonable indications of issues such as excessive charges, faulty service delivery, or related liability concerns.
Applications Resolved in 2022
Among the 1,376 arbitration requests, 50 were resolved through affirmative mediation, and 852 hearings were conducted. A total of 756 awards were issued. Ministry records indicate that some applications were archived or not accepted due to non-compliance by companies or other valid reasons, with results guiding future procedures.
Disputes arise across a broad spectrum of consumer topics, including telecommunications, utilities, and consumer goods. The arbitration process aims to provide clear, enforceable outcomes without the need for formal court action, while preserving the rights of both consumers and businesses involved.
In related developments, multiple cases involving airline service communications raised questions about toll-free contact accessibility and consumer support channels, highlighting regulatory expectations for responsive customer service and transparent contact options.
Of the 758 awards issued, 338 (44.59 percent) were fully anticipated outcomes, 188 (24.88 percent) were partially anticipated, 67 (8.84 percent) represented conciliations, and 106 (13.98 percent) were found not to meet the criteria. Additionally, 59 awards (7.78 percent) were not included in the final set.