Snapshot of arbitration as an alternative mechanism for consumer dispute resolution in Chile

Abstract

This study shows the results obtained through two surveys on arbitration as a mechanism for solving consumer conflicts in Chile, designed with the purpose of knowing the degree of knowledge and opinion currently held by the different groups consulted, entrepreneurs/suppliers and lawyers. Each survey has been designed with a view to the future regulation of this matter, taking into account the mandate given in this regard by article 3, letter g), of the Consumer Rights Protection Law, No. 19,496, incorporated by the Law No. 21,398, which establishes arbitration as a mechanism for resolving individual consumer disputes. The results and con­clusions that are disclosed in this work aim to define the characteristics and essential elements that such regulatory regulations must include.