Overview
Consumer associations have the mission of defending, informing, and representing consumers. They provide advice, support individuals in their procedures, and can, depending on the case, intervene with professionals to seek an amicable solution.
Certain associations benefit from a national accreditation issued by the State. This accreditation notably allows them to exercise certain specific rights, such as taking legal action in the collective interest of consumers or participating in various advisory bodies.
A consumer association does not make decisions. It informs the consumer, helps them assert their rights, and can act as an intermediary with the professional.
Types of disputes handled
Consumer associations intervene primarily in disputes opposing a consumer to a professional, notably in the fields of:
- in-store or online purchases; ;
- provision of services ;
- crafts and trades ;
- automobile ;
- Telephony and Internet ;
- energy (gas, electricity) ;
- banking and credit ;
- assurances ;
- travel and tourism ;
- housing (excluding certain specialized rental disputes); ;
- appliances and equipment ;
- legal and commercial guarantees ;
- unfair terms ;
- deceptive business practices.
They can also inform consumers of their rights before a dispute arises.
Situations excluded from their jurisdiction
Consumer associations generally do not handle:
- disputes between individuals ;
- family conflicts ;
- disputes between businesses ;
- criminal cases ;
- tax litigation ;
- disputes falling exclusively under labor law; ;
- appeals against decisions of the courts.
Some associations also limit their intervention to members.
How they can help
According to the associations, support can be provided:
- physically permanent; ;
- by phone ;
- by email ;
- by mail ;
- via videoconference ;
- via an online form.
Some have local offices run by experienced volunteers or salaried legal professionals.
Eligibility requirements
The association generally asks for:
- that the applicant is a consumer; ;
- that the dispute involves a business; ;
- that initial amicable steps have been initiated; ;
- that the supporting documents are available.
Membership may be required prior to any personalized intervention.
How to find a non-profit organization
You can find an association:
- at your city hall or your house of justice and law; ;
- on the websites of the main national federations; ;
- thanks to an internet search by department; ;
- at France Services hubs.
Major associations generally have a local network of offices.
How to make a referral
- Identify the competent association.
- Check any potential membership conditions.
- Compile a complete file.
- Submit the application online, by mail, or during an information session.
- Provide the supporting documents.
- Legal analysis of the file.
- Decision of the association on the follow-up actions.
How the process works
Depending on the nature of the case, the association may:
- analyze the documents ;
- explain the applicable laws; ;
- propose an amicable strategy ;
- help draft a complaint or a formal notice; ;
- intervene directly with the professional; ;
- refer to a competent mediator; ;
- assist the consumer in certain procedures; ;
- support, in certain cases, legal action.
Each association remains free to decide the level of support it can provide.
Typical timeframes
Deadlines vary depending on the complexity of the case:
- First contact: a few days; ;
- application review: one to three weeks; ;
- amicable intervention: a few weeks to several months.
During periods of high activity, processing times may be longer.
Various possible outcomes
The intervention may result in:
- A simple legal question; ;
- help with writing a letter ;
- an intervention with the professional; ;
- an out-of-court settlement; ;
- a referral to a consumer mediator or another competent body; ;
- assistance with legal proceedings; ;
- a refusal of coverage if the file is out of jurisdiction.
Possible next steps in case of failure
If the process is unsuccessful, the consumer can:
- contact the competent consumer mediator where possible; ;
- consult a lawyer ;
- ask for the help of a court-appointed conciliator if the dispute lends itself to it; ;
- refer the matter to the competent court; ;
- report certain practices to the competent administrative authorities.
The association can also continue to advise the consumer throughout the procedure.
Advantages and limitations
| Benefits | Disadvantages |
|---|---|
| Specialized consumer law advice | Intervention limited to consumer disputes |
| Good knowledge of professional practices | Certain associations require membership |
| Personalized support | No decision-making power |
| Help with drafting letters | Delivery times may vary depending on activity |
| Ability to intervene directly with the professional | Not all associations provide judicial support |
| Generally moderate cost | The results depend on the professional's cooperation |
| Referral to competent authorities | Some consultation centers are few in number depending on the departments |
Main applicable texts
- Articles L.621-1 to L.621-12 of the Consumer Code (approved consumer associations).
- Articles R.811-1 et seq. of the Consumer Code (approval conditions).
- Articles L.611-1 to L.616-3 of the Consumer Code (consumer mediation).
- Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes.
- Regulation (EU) 2017/2394 of 12 December 2017 on cooperation between national authorities responsible for the enforcement of consumer protection laws.