Since its inception, the FNEM (The National Federation of the Moroccan Digital Economy) does not skimp on how to better organise and professionalise the e-commerce industry while bringing together all the actors of e-commerce and of distance selling about upgrade issues particularly on the regulatory front.
So FNEM has established a litigation management platform called E-Litigation, which handles disputes existing or arising between e-retailers and e-consumers. This platform is covered by the mediation service FNEM, which has a code of ethics, guaranteeing respect for the principles of mediation.
However, the party’s conflict will be free to accept the mediation proposed by the mediation service of FNEM, suspend or reactivate it at their discretion. This mediation, operated by FNEM, is offered free of charge for both parties and where exchanges are confidential.
The Ombudsman and his team will respect a strict obligation of confidentiality in the cases they have to deal. Be confidential, the names of the parties, the information relating to the dispute and the circumstances of each case.
Will also confidential exchanges that will take place during the mediation process and the agreements found. They cannot be made available to third parties, except by mutual agreement of the parties.
Some examples of agreements could, however, after the lifting of confidentiality, be included in the annual report of the service.
Requests for mediation will be electronically through forms made available to the parties to the dispute on the site of the FNEM (www.fnem.org) Or by post to the address of the FNEM with acknowledgment.
Evolution of complaints on the platform
After the euphoria, the lull. The e-consumer complaints declined. And for good reason? Primarily, reasons to believe that considerable efforts have been made by the FNEM to raise awareness to the issue of compliance of the online customer and to the notion of service, necessary for the establishment of a healthy relationship of trust and sustainable.
Thus, it appears that among the main reasons for the decline of the complaints included the closure of several e-commerce sites, the maturity of e-stores and professionalism of the new entrants.
As seen in the graph, the curve of complaints has registered an upward trend between 2013 and 2018 to reach its peak in 2016 (7200 complaints). This curve was overtaken at high speed by the complaints resolved amicably, indicating a great effort by the FNEM to flatten disputes and minimise sources they result. The resulting, the curve has shifted in 2018 announcing a significant drop in the number of complaints, become insignificant.