A significant deficit in consumer awareness regarding accessible dispute resolution mechanisms is hindering effective redress for issues with businesses, a new survey reveals. Commissioned by the Federation of German Consumer Associations (VZBV) and published by Funke-Mediengruppe newspapers, the study highlights that only approximately one-third (36 percent) of consumers are aware of the option to resolve disagreements with companies through independent mediation bodies.
The findings, based on an October 2025 online survey of 1,000 internet users aged 16 and over, underscore a growing problem. Consumer centers across Germany received over 35,000 complaints concerning warranty claims and contract cancellations between January and October 2025 alone, indicating a widespread need for alternative dispute resolution pathways.
“Mediation offers a streamlined and free method of resolving conflicts outside of a formal court setting” stated Meret Sophie Noll, VZBV’s mediation expert. “However, it remains largely unknown to consumers and suffers from insufficient participation from businesses”. Current legislation mandates participation for companies in the energy, aviation and postal sectors, leaving substantial gaps in coverage. Voluntary participation in other industries, such as insurance, relies on membership within sector-specific associations, creating an uneven playing field.
The survey reveals a clear public appetite for reform. Nearly three-quarters (73 percent) of respondents expressed support for mandatory participation in mediation procedures for “all” businesses, even acknowledging the potential for unfavorable outcomes. This demonstrates a recognition of the systemic imbalance between consumers and corporations and a desire for a fairer resolution process.
Critics contend that the current voluntary system is insufficient to protect consumers and allows businesses to avoid accountability. They argue that the limited scope of mandatory participation creates a two-tiered system where larger, more powerful companies are less likely to engage in mediation, while smaller businesses in regulated sectors are disproportionately burdened. The VZBV’s call for extending mandatory mediation to sectors like online retail signals a growing pressure on policymakers to strengthen consumer rights and promote a more equitable marketplace. The lack of comprehensive mediation readily available creates an environment ripe for exploitation and undermines consumer confidence in the redressal process.