Jump to ContentJump to Main Navigation
The New Regulatory Framework for Consumer Dispute Resolution$
Users without a subscription are not able to see the full content.

Pablo Cortés

Print publication date: 2016

Print ISBN-13: 9780198766353

Published to Oxford Scholarship Online: January 2017

DOI: 10.1093/acprof:oso/9780198766353.001.0001

Show Summary Details
Page of

PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2020. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 31 October 2020

Ombudsman Schemes—Energy Sector in Germany, France, and the UK

Ombudsman Schemes—Energy Sector in Germany, France, and the UK

(p.101) 5 Ombudsman Schemes—Energy Sector in Germany, France, and the UK
The New Regulatory Framework for Consumer Dispute Resolution

Naomi Creutzfeldt

Oxford University Press

This chapter provides an overview of the most successful ADR model in the EU for resolving consumer disputes: the ombudsman model. After introducing the differences and similarities of both public sector and private sector ombudsman schemes, a comparison of existing consumer ombudsman models in the energy sector in Germany, France, and the UK is offered. Drawing on an extensive empirical dataset of 981 responses to consumer satisfaction surveys of recent users of ADR in the energy sector, cross-national specificities in customer expectations and ombudsman procedures are compared. The ombudsman model is flexible, consumer friendly, and adaptable to changing consumer needs. However, currently no shared language, standards, or training exists in the EU. There is a real opportunity here, if the ADR Directive is used as an incentive to create a harmonized ADR landscape with streamlined procedures and outcomes, consistent terminology, and early management of consumer expectations.

Keywords:   ombudsman, consumer redress, ADR, CDR, energy sector

Oxford Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.

Please, subscribe or login to access full text content.

If you think you should have access to this title, please contact your librarian.

To troubleshoot, please check our FAQs , and if you can't find the answer there, please contact us .