apf: Conciliation - what is it?

WHAT IS ARBITRATION?

Arbitration is a dispute resolution procedure in which a dispute is settled without the help of a court.

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DO I AS THE APPLICANT HAVE TO PAY FOR AN arbitration procedure ?

No.
The arbitration procedure is free of charge and commission-free for applicants. However, if costs are incurred during the proceedings that are caused by the applicant him/herself (such as postage and copying costs, any legal fees, etc.), these must be borne by the applicant.

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WHAT DOES THE APF NEED IN ORDER TO TAKE ACTION IN A CASE?

An arbitration request must always be submitted using the online form. In the online form you will find a guide to ensure that we receive all the necessary information and documents. You will receive an e-mail confirmation (including your personal case number) that we have received your arbitration request . If you do not receive any further information from us within three weeks, please contact us again. If there are deadlines to be met, please contact us earlier if necessary.

If this is not possible for you, you can also send us your arbitration request with all the necessary enclosures by post. We need the following from you:

• Name, address, telephone number, e-mail address.
• A complete written description of the facts of the case. Please describe exactly what happened!
• The written complaint you sent to the company (train, bus, ship or airline) and all correspondence between the two of you.
• All documents that are helpful for clarification (e.g. travel/flight ticket, booking confirmation, boarding pass, cab or hotel bills, etc.).
• Your current claim against the company. What do you want us to achieve for you?

By submitting the request for conciliation, the applicant acknowledges the procedural guideline and confirms that all information is true. The apf will also send the procedural guidelines on request.

Please refer to our procedural guidelines under "Legal basis" for the exact procedures.

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HOW DOES AN ARBITRATION PROCEDURE WORK?

As soon as the written arbitration request has been received by the apf, it will be examined whether an arbitration procedure can be initiated. If an arbitration procedure is opened, the apf will request the company concerned to submit a written statement by a set deadline.

During the arbitration procedure, both you and the company are obliged to cooperate in the procedure and to provide apf with all information necessary to assess the situation. Incorrect and/or incomplete information may result in the arbitration proceedings being discontinued.

If no arbitration procedure is possible, we will of course inform you of the reasons for the rejection and will be happy to tell you which office you can contact instead.

Please refer to our procedural guidelines for the exact procedure.

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CAN I BE REPRESENTED?

Yes.
You can be represented by a lawyer or another trusted person at any stage of the proceedings at your own expense.

Proof of power of representation (e.g., by means of a power of attorney) must be provided on request.

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DO I HAVE TO ACCEPT THE RESULT OR THE PROPOSED SOLUTION OF THE APF?

The solution proposed by the apf may be different from the outcome of legal proceedings. Acceptance of the solution is not binding.

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→ And don't forget: apf's service is always - regardless of the outcome of the proceedings - FREE [&] FREE OF CHARGE!