Resolución alternativa de conflictos ante el Servicio Nacional del Consumidor (SERNAC)

This paper analyzes the individual and collective mediations as alternative dispute resolution schemes (ADRs) developed by SERNAC (Servicio Nacional del Consumidor). In order to reach this objective, this work examines and comments on the consumer protection law, before and after its last modification, with a contrast’ technique. The study of the normative and its changes leads us to the general conclusion about the individual and collective mediation are, strictly speaking, negotiations. These negotiations represent a legislative effort directed to introduce rules for these types of Alternative Dispute Resolution (ADR).