行政型ADRが行う消費者相談 : 公正な取引を導く消費生活相談員の役割

概要

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This paper describes the role of consumer counselors in mediation of consumer disputes from a concept of the ADR. In consumer centers, consumer counselors provide consultation on consumer problems. The consultation includes advice and mediation. The consumer counselor has multiple roles for fair trading. She/he achieves not only the social justice but also the consumer's exercise of self-determination. So She/he acts evaluative and/or facilitative. The evaluative counselor assumes that the consumer wants and needs the counselor to provide some directions as to the appropriate grounds for settlement. The facilitative counselor assumes that the counselor does not take a decision, the parties themselves choose the means of resolving the dispute and play a more active role in this process in such a way they themselves to find the solution best suited to them. So the facilitative counselor draws out information or perspective or influence from the parties. Because the Evaluative-Facilitative/role of the counselor are the continuum, it is important that the counselor understands the role of mediator and appropriately employ the evaluative and/or facilitative strategies.
2010-03-25