Consumer Arbitration Committee application inquiries require logging into the e-Government (e-Devlet) system. Through the Consumer Information System (TÜBİS), consumers can carry out all procedures related to the status of their applications. Consumers can seek resolution of disputes either in person or electronically.
What Is the Purpose of the Consumer Arbitration Committee?
Under Law No. 6502 on the Protection of the Consumer, consumer arbitration committees were established to resolve disputes arising from consumer transactions. For provinces, the provincial director of trade, and for districts, the district governor or a civil servant appointed by them, preside over the committee. Other members of the committee include representatives from the municipality, bar association, tradesmen, and consumer organizations.
What Are the Ways to Apply to the Consumer Arbitration Committee?
Applicants to the consumer arbitration committee can submit applications themselves or through an authorized attorney.
Application methods are as follows:
- Applications can be completed by visiting the relevant consumer arbitration committee in person.
- Required documents can be sent to the consumer arbitration committee by mail.
- Applications can be submitted through the e-Government (e-Devlet) system.
How to Apply to the Consumer Arbitration Committee via e-Government?
The steps for applying to the Consumer Arbitration Committee through the e-Government system are listed below:
- Go to https://www.turkiye.gov.tr.
- Authenticate using the login button on the homepage. If choosing to log in with an e-Government password, obtain this password from PTT branches for a fee. Individuals abroad can request their e-Government passwords from consulates.
- Open the e-services list.
- Find the Ministry of Trade among the listed institutions.
- Click on the Consumer Arbitration Committees Application button.
- The page will redirect you to the application where the complaint can be submitted—click the button to go to the application.
- Confirm access to identity verification and name-surname information by clicking the approve button.
- On the opened page, click the Consumer Applications button. A form that must be completed will appear, and filling it out will complete the application.
Apply to Consumer Arbitration Committee via e-Government
What Information Is Included in the Consumer Arbitration Committee Application Form?
Applicants must complete a five-step application form. The information requested in the form includes:
- Step one requires the company’s details: company title, tax number, MERSIS number, province and district, phone number and address of the place being complained about.
- Step two covers the details of the complaint.
- Step three requires uploading documents related to the dispute.
- Step four provides a preview of the submitted complaint.
- Step five is for selecting the Consumer Arbitration Committee to which the application will be sent.
How Is the Appropriate Consumer Arbitration Committee Chosen?
The application should be made to the consumer arbitration committee in the applicant’s place of residence or at the location where the consumer transaction took place.
Where to Apply if There Is No Consumer Arbitration Committee in the Area?
Consumer arbitration committees are not present in every district. In such cases, the jurisdiction of some committees is extended to cover neighboring districts that lack a committee. To have an application transferred to the authorized committee, the applicant should contact the district governor’s office (kaymakamlık) in their area. Applications are recorded in TÜBİS.
How Are Financial Limits for Consumer Arbitration Committee Applications Determined?
As of 2020, the monetary limits for applications to the Consumer Arbitration Committee are as follows:
- For disputes below 920 TL, applicants should apply to district consumer arbitration committees.
- In metropolitan municipalities, for disputes between 6,920 TL and 10,390 TL, the relevant committee is the provincial consumer arbitration committee.
- In non-metropolitan provinces, disputes below 10,390 TL should be submitted to provincial consumer arbitration committees.
- In districts of non-metropolitan provinces, disputes between 6,920 TL and 10,390 TL should be submitted to the provincial consumer arbitration committee.
Which Disputes Are Not Handled by the Consumer Arbitration Committee?
If the dispute exceeds 10,390 TL, it cannot be brought before the consumer arbitration committee. Such cases are handled by consumer courts. If there is no consumer court in the relevant area, the case should be filed with the civil court of first instance (asliye hukuk mahkemesi).
What If the Dispute Amount Is in Foreign Currency?
If the disputed amount is in foreign currency, it is converted to Turkish Lira for the purpose of determining jurisdiction. Conversion is made using the Central Bank of the Republic of Turkey’s effective foreign exchange selling rate on the date the application is submitted.
How Do Consumer Arbitration Committees Review Applications?
The committee evaluates the application file and, depending on the nature of the complaint, may hear the parties and appoint an expert. The committee has the right to request all documents and information related to the complaint. It has 30 days from the date the decision is notified to request such documents; the committee chairman may grant an extension. If requested documents are not provided, the committee reaches a decision based on the available information and documents.
If the review requires specialized or technical expertise, an expert is appointed. The expert has 15 days from the date of notification to submit the requested report. This period can be extended upon the expert’s request, but only once and for a maximum of 15 additional days.
How Can One Track a Consumer Arbitration Committee Application?
Applications can be tracked via TÜBİS through the e-Government system.
Track Consumer Arbitration Committee Application
How Long Do Consumer Arbitration Committees Take to Decide?
Decision times vary depending on the order and volume of applications. In general, applications are concluded within six months at most from the application date. Depending on the specifics of the case, the decision period may be extended—up to an additional six months. If parties request an expedited review, the application may be prioritized.
How Are Consumer Arbitration Committee Decisions Enforced?
If the committee’s decision is not complied with, enforcement proceedings may be initiated through the enforcement office in accordance with the Enforcement and Bankruptcy Law No. 2004.
Is It Possible to Appeal a Consumer Arbitration Committee Decision?
Once the committee issues a decision, it is notified to the parties. The decision can be appealed within 15 days of notification through the consumer court in the area of residence. In regions without a consumer court, appeals should be filed with the civil court of first instance. A second appeal after the initial appeal is not permitted; the decision made following the appeal is final.
What If the Parties Reach an Agreement Before the Committee’s Decision?
If the parties settle their dispute after applying to the committee, the settlement must be documented and submitted to the consumer arbitration committee as proof of the agreement.