L'arbitrage des différends en droit de la consommation : une nouvelle approche

Dispute resolution is an important issue for corporations. Whether the disputes are with their suppliers, employees or with consumers, managing disputes effectively is integral to healthy business risk management. While arbitration is a well-known alternative in disputes with suppliers or employees, its use is infrequent in disputes with consumers. The purpose of this thesis is to introduce arbitration as an option for alternative dispute resolution between businesses and consumers. Banking institutions, insurance companies, businesses in the securities industry and most suppliers of good and services can usefully take advantage of this tool. In our view, the legislative framework in Quebec does not create any barriers to the use of this technique, but provides for some guidelines that corporations must comply with. We hope this paper encourages companies to exercise control of the management of their disputes with consumers with the help of arbitration mechanisms that are at the same time consistent with consumers' rights as set out in Quebec legislation