Consumer Mediation in Turkey: Resolving Consumer Disputes Before Court

Introduction to Consumer Mediation in Turkey

Consumer mediation in Turkey has become an essential part of the legal process for disputes between consumers and sellers, suppliers, banks, insurance companies, e-commerce platforms, private hospitals, educational institutions, construction companies and other commercial service providers.

Under Turkish law, many consumer disputes cannot be brought directly before a consumer court. Before filing a lawsuit, the claimant must first determine whether the dispute falls within the jurisdiction of a Consumer Arbitration Committee or whether mandatory mediation must be completed.

This distinction is crucial. Consumer Arbitration Committees and consumer mediation are separate legal mechanisms. They apply to different categories of disputes and involve different procedures.

For 2026, disputes with a value below TRY 186,000 must generally be submitted to a Provincial or District Consumer Arbitration Committee. Disputes valued at TRY 186,000 or more cannot be decided by Consumer Arbitration Committees and may be brought before consumer courts, subject to mandatory mediation and statutory exceptions.

Mandatory consumer mediation was introduced by Article 73/A of Law No. 6502 on Consumer Protection. As a general rule, applying to a mediator before filing a lawsuit before a consumer court is a condition of action. Certain disputes are expressly excluded, including disputes falling within the jurisdiction of Consumer Arbitration Committees and objections against their decisions.

Consumer mediation is intended to give parties an opportunity to resolve disputes more quickly, confidentially and flexibly than conventional court proceedings. However, mandatory mediation does not mean that a consumer must accept the seller’s proposal. It only means that the mediation procedure must be completed before litigation.

This article explains mandatory consumer mediation in Turkey, the relationship between mediation and Consumer Arbitration Committees, disputes involving defective goods and services, online shopping, banking, real estate, tourism and healthcare, as well as settlement agreements, enforceability and the role of a Turkish consumer lawyer.

What Is a Consumer Dispute Under Turkish Law?

A consumer dispute generally arises from a legal transaction between a consumer and a person acting for commercial or professional purposes.

A consumer is a natural or legal person acting for purposes that are not commercial or professional. A seller or supplier is a person or organisation offering goods or services within a commercial or professional activity.

The classification of the transaction is more important than the identity of the parties alone.

For example, an individual buying a vehicle for personal use may be treated as a consumer. The same person purchasing several vehicles for resale may be acting commercially and may not benefit from consumer law protections.

Similarly, an individual obtaining a personal housing loan may be a consumer, while a company obtaining financing for business expansion will generally be involved in a commercial transaction.

Consumer disputes may arise from:

• Sale of goods;
• Provision of services;
• Distance contracts;
• Online shopping;
• Consumer loans;
• Credit cards;
• Residential property sales;
• Package holidays;
• Subscription contracts;
• Private education;
• Private healthcare;
• Insurance products;
• Timeshare arrangements;
• Repair and maintenance services;
• Telecommunications services;
• Transportation services;
• Digital content and software subscriptions.

The classification determines whether the Consumer Arbitration Committee, consumer court, mandatory mediation or another specialised procedure applies.

What Is Consumer Mediation in Turkey?

Consumer mediation is a confidential dispute resolution procedure in which an independent and impartial mediator helps the consumer and the seller or service provider negotiate a settlement.

The mediator does not act as a judge. The mediator cannot decide whether a product is defective, order a company to refund money or compel the consumer to withdraw the claim.

Instead, the mediator assists the parties in:

• Identifying the disputed issues;
• Understanding legal and commercial risks;
• Exchanging settlement proposals;
• Exploring refund or replacement options;
• Negotiating compensation;
• Arranging instalment payments;
• Agreeing on repair or corrective performance;
• Determining withdrawal of pending proceedings.

The parties control the result. A settlement is reached only if both sides voluntarily accept its terms.

A consumer may refuse a proposal and proceed to court after the mediation process ends. A company may also reject the consumer’s demands and defend the matter before the competent court.

Is Consumer Mediation Mandatory in Turkey?

As a general rule, mediation is mandatory before filing a lawsuit that will be heard by a consumer court.

Article 73/A of Law No. 6502 provides that applying to mediation before litigation is a condition of action for consumer court disputes, subject to specific statutory exceptions.

A condition of action is a procedural requirement that must be satisfied before the court can examine the substance of the case.

If a claimant files a consumer lawsuit without first completing mandatory mediation, the court may dismiss the case on procedural grounds without examining whether the consumer’s claim is justified.

However, mandatory mediation applies only where the dispute is legally required to be brought before a consumer court.

If the dispute falls within the monetary jurisdiction of a Consumer Arbitration Committee, the consumer must apply to that committee rather than initiate mandatory mediation for a consumer court lawsuit.

Consumer Arbitration Committee or Mediation?

One of the most important questions in Turkish consumer law is whether the claimant must apply to a Consumer Arbitration Committee or to a mediator.

The answer generally depends on the monetary value of the dispute and the nature of the legal remedy.

Consumer Arbitration Committee Threshold for 2026

For applications made in 2026, disputes valued below TRY 186,000 must generally be submitted to a Provincial or District Consumer Arbitration Committee.

Consumer Arbitration Committees cannot decide disputes valued at TRY 186,000 or more. Such disputes may be brought before consumer courts after completion of mandatory mediation, unless another exception or special procedure applies.

The applicable monetary threshold is updated annually. Therefore, the threshold in force on the application date must be checked.

Examples

If a consumer seeks a refund of TRY 75,000 for a defective electronic product in 2026, the matter will generally fall within the jurisdiction of a Consumer Arbitration Committee.

If a consumer seeks TRY 350,000 arising from a defective vehicle, the dispute will generally fall outside the committee’s monetary jurisdiction. Before filing a consumer court lawsuit, the claimant will normally need to complete mandatory consumer mediation.

If the dispute concerns several related claims, the total economic value and legal relationship must be examined carefully. Artificially dividing a single claim into separate applications may create procedural problems.

Disputes Excluded from Mandatory Consumer Mediation

Although mediation is generally mandatory for consumer court proceedings, Article 73/A contains several exceptions.

Mandatory mediation does not apply to:

• Disputes falling within the jurisdiction of Consumer Arbitration Committees;
• Objections filed against Consumer Arbitration Committee decisions;
• Certain lawsuits brought under Article 73/6 of Law No. 6502;
• Certain collective or preventive consumer actions under Article 74;
• Other disputes expressly excluded by law.

Official Ministry of Justice materials identify Consumer Arbitration Committee disputes, objections to committee decisions and specified public or collective consumer proceedings as exceptions to mandatory mediation.

Therefore, a claimant should not assume that every case heard by a consumer court necessarily requires mediation. The legal basis and type of proceeding must be examined.

Defective Goods Disputes

Claims arising from defective goods are among the most common consumer disputes in Turkey.

A product may be considered defective where it does not conform to the contract, lacks agreed characteristics, fails to provide expected benefits, does not match advertising or packaging statements or is unsuitable for ordinary use.

Defective goods disputes may concern:

• Vehicles;
• Mobile phones;
• Computers;
• Household appliances;
• Furniture;
• Clothing;
• Construction materials;
• Medical devices;
• Electronic products;
• Imported goods;
• Residential property.

Depending on the circumstances, the consumer may seek:

• Withdrawal from the contract and refund;
• Replacement with a non-defective product;
• Free repair;
• Reduction of the purchase price;
• Compensation for additional losses.

Defective Vehicle Claims

Vehicle disputes frequently involve allegations such as:

• Hidden accident history;
• Incorrect mileage;
• Undisclosed repair records;
• Serious mechanical defects;
• Manufacturing defects;
• Repeated technical failures;
• Delivery of a vehicle differing from the order;
• False statements about specifications;
• Failure to honour the warranty.

Where the claim value exceeds the Consumer Arbitration Committee threshold, mandatory mediation will generally be required before filing a lawsuit in consumer court.

During mediation, the parties may negotiate:

• Return of the vehicle;
• Refund of the purchase price;
• Replacement;
• Free repair;
• Extension of warranty;
• Compensation for rental vehicle costs;
• Payment of depreciation;
• Settlement of financing obligations.

The settlement should clearly address transfer of vehicle ownership, delivery, registration expenses, loan closure and responsibility for taxes and fees.

Defective Residential Property

A person purchasing a home from a developer for personal use may qualify as a consumer.

Disputes may involve:

• Late delivery;
• Missing facilities;
• Structural defects;
• Incorrect floor area;
• Poor workmanship;
• Failure to transfer title;
• Differences between the project and delivered property;
• Common area deficiencies;
• Unlawful additional charges.

High-value residential property disputes generally exceed the Consumer Arbitration Committee threshold and may require mandatory mediation before court proceedings.

A settlement may include completion of missing works, reduction of the price, payment of compensation, title transfer, delivery of another unit or contract cancellation.

Defective Service Claims

Consumer protection also applies to defective services.

A service may be defective where it is not performed in accordance with the contract, applicable standards, advertising statements or reasonable consumer expectations.

Examples include:

• Repair services;
• Private education;
• Private healthcare;
• Tourism services;
• Internet services;
• Telecommunications;
• Consultancy services;
• Transportation;
• Installation services;
• Professional services supplied to consumers.

Depending on the dispute, the consumer may seek renewed performance, free correction, price reduction, contract termination, refund or compensation.

E-Commerce and Distance Sales Disputes

Online shopping has created a substantial number of consumer disputes in Turkey.

Distance sales disputes may concern:

• Failure to deliver;
• Delivery of the wrong product;
• Defective products;
• Refusal to accept a lawful return;
• Failure to refund payment;
• Misleading product descriptions;
• Unauthorised recurring charges;
• Marketplace platform responsibility;
• Fake or counterfeit products;
• Loss during delivery;
• Cancellation of an order after payment;
• Digital subscription problems.

A consumer’s right of withdrawal may apply to certain distance contracts, subject to statutory exceptions.

Disputes may arise over whether:

• The withdrawal period was respected;
• The consumer was properly informed;
• The product falls within an exception;
• The product was used beyond inspection;
• The seller received the returned item;
• Refund obligations were performed on time.

Where the dispute value is below the applicable threshold, the consumer must generally apply to a Consumer Arbitration Committee. Higher-value disputes may require mediation before consumer court litigation.

Banking and Consumer Finance Disputes

Consumer mediation may be relevant to disputes involving banks and financial institutions where the customer acted for personal rather than commercial purposes.

Common banking disputes include:

• Consumer loan charges;
• Credit card fees;
• Unauthorised transactions;
• Fraudulent money transfers;
• Incorrect interest calculations;
• Early payment charges;
• Insurance linked to credit agreements;
• Mortgage loan disputes;
• Account maintenance fees;
• Failure to close an account;
• Unlawful debt collection;
• Negative credit records.

The legal classification of the underlying transaction is critical.

A personal loan obtained for household expenses may fall under consumer law. A loan obtained to finance a commercial business may instead create a commercial dispute.

The mediation process may include negotiation of:

• Cancellation of charges;
• Refund of fees;
• Recalculation of interest;
• Restructuring of debt;
• Correction of bank records;
• Release of security;
• Closure of enforcement proceedings.

Credit Card Disputes

Credit card disputes may arise from:

• Unauthorised transactions;
• Stolen card use;
• Internet fraud;
• Incorrect instalment plans;
• Improper interest;
• Annual card fees;
• Failure to process cancellation;
• Collection of amounts not owed.

The consumer should preserve bank statements, transaction records, security messages, police complaints and communications with the bank.

Where urgent action is needed to prevent further transactions or preserve evidence, mediation should not be treated as a substitute for immediate protective measures.

Insurance Consumer Disputes

Insurance policies issued to consumers may create disputes concerning:

• Private health insurance;
• Motor vehicle insurance;
• Home insurance;
• Travel insurance;
• Life insurance;
• Loan-linked insurance;
• Personal accident insurance.

A dispute may concern refusal of coverage, underpayment, exclusions, cancellation, premium refunds or misleading sales practices.

Depending on the legal relationship, the dispute may be classified as consumer-related, commercial or suitable for insurance arbitration.

The appropriate procedure must therefore be identified before filing an application.

Where the consumer court is competent and no exception applies, mandatory mediation must generally be completed before litigation.

Private Healthcare Disputes

Private healthcare services may constitute consumer transactions where the patient receives services from a private hospital, clinic or healthcare provider.

Disputes may involve:

• Excessive charges;
• Undisclosed fees;
• Failure to provide the agreed service;
• Incorrect billing;
• Package treatment disagreements;
• Cosmetic procedure disputes;
• Dental treatment disputes;
• Refund of prepaid services;
• Hospital accommodation charges.

Claims based on medical malpractice, bodily injury or professional liability may involve additional legal considerations and may not always be treated as ordinary consumer payment disputes.

The nature of the harm, the defendant, the legal basis and the remedy requested must be examined carefully.

Where the dispute is heard before a consumer court, the Ministry of Justice’s specialist publications indicate that consumer mandatory mediation rules may apply.

Private Education Disputes

Consumer disputes may arise between students or parents and private educational institutions.

Examples include:

• Refusal to refund tuition fees;
• Cancellation of courses;
• Failure to provide promised lessons;
• Distance education disputes;
• Additional fees;
• Unlawful deductions;
• Closure of the institution;
• Misleading advertising;
• Failure to provide certificates;
• Dormitory and accommodation disputes.

Mediation may allow the parties to agree on partial refunds, transfer to another programme, continuation of education or cancellation of remaining instalments.

The settlement should identify the academic period, payment amounts, cancellation date and any documents to be provided.

Package Travel and Tourism Disputes

Package travel disputes may involve:

• Hotel accommodation;
• Flights;
• Tours;
• Transfer services;
• Cruise packages;
• Travel agency services;
• Cancellation charges;
• Failure to provide promised facilities;
• Significant changes to the itinerary;
• Refunds following cancellation.

Foreign tourists may also benefit from Turkish consumer law where the transaction has a sufficient connection with Turkey.

Claims should be supported by booking records, advertisements, photographs, payment receipts and written complaints.

Depending on the value, the matter may be brought before a Consumer Arbitration Committee or may require mediation before consumer court litigation.

Subscription and Telecommunications Disputes

Consumer mediation may apply to disputes concerning:

• Mobile telephone contracts;
• Internet subscriptions;
• Television services;
• Digital platforms;
• Gym memberships;
• Electricity or natural gas subscriptions;
• Security service contracts;
• Long-term maintenance subscriptions.

Common issues include:

• Early termination fees;
• Automatic renewal;
• Unauthorised services;
• Incorrect invoices;
• Failure to provide the promised speed or quality;
• Refusal to cancel;
• Continuing charges after termination;
• Equipment return fees.

The parties may negotiate cancellation, refund, removal of penalties or correction of billing records.

Timeshare and Long-Term Holiday Contracts

Timeshare disputes are a specialised area of Turkish consumer law.

Consumers may complain about:

• Misleading presentations;
• Failure to deliver;
• Inability to use the property;
• Unexpected maintenance fees;
• Refusal to honour withdrawal rights;
• Sale of rights not matching the contract;
• Pressure during promotional meetings;
• Failure to register rights;
• Requests for refund.

These cases often involve high values and complex contractual structures.

Before litigation, the claimant must determine whether mandatory consumer mediation applies, whether the contract concerns real property rights and whether special statutory rules affect the claim.

How to Apply for Consumer Mediation in Turkey

The application is generally made to the mediation office at the courthouse within the jurisdiction of the competent court.

Where no separate mediation office exists, the designated court registry performs this function.

The Ministry of Justice confirms that mandatory mediation applications are made through courthouse mediation offices and that specialist forms are available for consumer disputes.

The application should include:

• Consumer’s full identity information;
• Seller or supplier’s correct legal name;
• Addresses and contact details;
• Description of the transaction;
• Contract or purchase date;
• Amount claimed;
• Type of product or service;
• Defect or breach alleged;
• Remedy requested;
• Relevant documents;
• Information about previous applications.

Correct identification of the company is important. A brand name, branch or online store name may not be the legal entity responsible for the transaction.

Documents Required for Consumer Mediation

A consumer should prepare:

• Invoice;
• Receipt;
• Sales agreement;
• Warranty certificate;
• Service records;
• Delivery documents;
• Bank statements;
• Credit card records;
• Written complaints;
• Emails and messages;
• Photographs and videos;
• Expert reports;
• Repair invoices;
• Advertising materials;
• Product descriptions;
• Cancellation requests;
• Return shipment records.

Companies should prepare:

• Sales records;
• Terms and conditions;
• Delivery documents;
• Return policies;
• Warranty records;
• Customer service correspondence;
• Technical inspection reports;
• Payment records;
• Internal complaint records;
• Corporate authority documents.

Although mediation is not a formal evidentiary hearing, the available documents significantly affect the parties’ negotiating positions.

Appointment of the Mediator

The mediation office appoints a registered mediator from the official Ministry of Justice register.

The parties may jointly select a registered mediator where legally permitted.

After appointment, the mediator contacts the parties and arranges the first meeting.

The meeting may be conducted:

• In person;
• Online;
• By video conference;
• Through joint sessions;
• Through separate private sessions.

A consumer may participate personally or through an authorised lawyer.

A company may participate through a representative or lawyer with sufficient settlement authority.

How Long Does Consumer Mediation Take?

Mandatory consumer mediation is designed to be completed within a relatively short statutory period.

The mediator contacts the parties, conducts negotiations and prepares a final report when the process ends.

The process may end because:

• A full agreement is reached;
• A partial agreement is reached;
• No agreement is reached;
• One party refuses to negotiate;
• A party cannot be contacted;
• A party fails to attend;
• The mediator determines that continuation is impossible.

If no agreement is reached, the consumer may file a lawsuit before the competent consumer court, provided that the dispute falls outside the Consumer Arbitration Committee’s jurisdiction and all procedural requirements are satisfied.

Limitation Periods During Mediation

The mediation process has legal consequences for limitation and forfeiture periods.

However, consumers should not wait until the final days of a statutory period before applying.

Different consumer claims may be subject to:

• Warranty periods;
• Limitation periods;
• Withdrawal periods;
• Notification periods;
• Filing periods;
• Special deadlines under sectoral legislation.

A mediation application does not necessarily revive a right that has already expired.

The relevant dates should be calculated separately for each claim.

Failure to Attend Consumer Mediation

A party who fails to attend the first meeting without a valid excuse may face consequences regarding litigation costs and statutory lawyers’ fees in later proceedings.

The exact effect depends on the legislation in force and the content of the mediator’s final report.

A seller or supplier should not ignore a mediation invitation simply because it considers the consumer’s claim unfounded.

Likewise, a consumer should participate in good faith and present the claim clearly.

Failure to attend does not allow the mediator to issue a decision. The mediator may terminate the process and prepare a final report.

Confidentiality in Consumer Mediation

Consumer mediation is confidential.

The mediator, parties, lawyers and other participants are generally required to protect information obtained during the process.

Confidential material may include:

• Settlement proposals;
• Refund offers;
• Internal company records;
• Technical assessments;
• Admissions made solely for negotiation;
• Customer information;
• Financial information;
• Draft settlement terms.

A proposal made during mediation cannot ordinarily be treated as an admission of liability in later litigation.

Documents that existed independently before mediation do not become confidential merely because they were presented to the mediator.

Consumer Mediation Settlement Agreements

If the parties reach an agreement, the terms should be recorded clearly and comprehensively.

A consumer settlement agreement should include:

• Full identification of the parties;
• Description of the product or service;
• Contract or invoice details;
• Nature of the dispute;
• Settlement amount;
• Refund date;
• Bank account information;
• Replacement or repair obligations;
• Delivery arrangements;
• Warranty consequences;
• Withdrawal of pending proceedings;
• Allocation of costs;
• Default consequences;
• Scope of release.

Refund Settlements

A refund agreement should specify:

• Exact amount;
• Currency;
• Due date;
• Payment method;
• Whether interest is included;
• Whether the consumer must return the product;
• Return shipping responsibility;
• Condition of the product;
• Consequences of late payment.

Replacement Settlements

A replacement agreement should identify:

• The original product;
• The replacement product;
• Technical specifications;
• Delivery date;
• Warranty commencement;
• Transportation costs;
• Procedure if the replacement is also defective.

Repair Settlements

A repair agreement should state:

• Required repair;
• Service provider;
• Completion date;
• Parts to be replaced;
• Temporary replacement product;
• Warranty for the repair;
• Remedy if repair fails.

Release Clauses

Consumers should be cautious about broad release provisions.

A clause stating that the consumer releases “all present and future claims” may extend beyond the dispute being settled.

The release should identify:

• The specific transaction;
• Product or service;
• Disputed claim;
• Period covered;
• Whether the release takes effect after full performance.

Where payment will be made later, the release may be made conditional on complete and timely payment.

Enforceability of Consumer Mediation Agreements

A properly executed mediation agreement is binding on the parties.

Depending on the signatures and statutory conditions, the agreement may qualify as an enforceable document or may require an enforceability annotation from the competent court.

The legal effect of the settlement depends on:

• Identity of signatories;
• Authority of company representatives;
• Participation of lawyers;
• Signature of the mediator;
• Clarity of obligations;
• Compliance with mandatory law.

Enforceability does not correct an unclear agreement.

An agreement stating only that “the company will resolve the consumer’s complaint” may not be sufficiently precise.

The document should clearly state what must be done, by whom and by what date.

What Happens If No Settlement Is Reached?

If the parties do not reach an agreement, the mediator prepares a final report.

The claimant may then file a lawsuit before the competent consumer court if the dispute exceeds the Consumer Arbitration Committee threshold or otherwise falls within the court’s jurisdiction.

The final report must be submitted in accordance with procedural rules.

The court will examine:

• The contract;
• Evidence;
• Expert reports;
• Consumer law protections;
• Defences of the seller or supplier;
• The remedy requested.

Confidential mediation proposals are not used as evidence of liability.

Objection to a Consumer Arbitration Committee Decision

A party dissatisfied with a Consumer Arbitration Committee decision may file an objection before the competent consumer court within the statutory period.

Such objections are expressly excluded from mandatory mediation under Article 73/A.

Therefore, a party does not generally need to apply to mediation before challenging a committee decision.

The objection period is strict. A party should act promptly after service of the decision.

Filing an objection does not necessarily suspend enforcement automatically in every situation. Interim relief may need to be requested separately.

Consumer Mediation Costs

Submitting an application to the courthouse mediation office does not generally require payment of an initial application fee.

Where the parties do not settle, mediator fees may be covered under the statutory mandatory mediation system within applicable limits.

Where a settlement is reached, the mediator’s fee is determined according to the Mediation Minimum Fee Tariff and is generally shared equally unless the parties agree otherwise.

The company may agree to bear the full mediator fee as part of the settlement.

Lawyers’ fees are separate from mediator fees.

The agreement should state who will pay:

• Mediator fee;
• Lawyers’ fees;
• Expert expenses;
• Shipping expenses;
• Notary costs;
• Court and enforcement costs;
• Taxes and charges.

Consumer Mediation for Foreign Consumers

Foreign individuals may benefit from Turkish consumer protection where the transaction is sufficiently connected with Turkey.

Examples include:

• A foreign tourist purchasing goods in Turkey;
• A foreign resident buying a vehicle;
• A foreign investor purchasing a home for personal use;
• A foreign patient receiving private healthcare;
• A foreign student attending a private educational institution;
• A foreign consumer booking travel services from a Turkish company.

A foreign consumer may participate personally or through a Turkish lawyer.

Documents issued abroad may require:

• Sworn translation;
• Notarisation;
• Apostille;
• Consular legalisation.

An interpreter may attend the mediation meeting.

The parties may negotiate in a foreign language, but official documents and later court proceedings may require Turkish translations.

Advantages of Consumer Mediation

Faster Resolution

Consumer court proceedings may require expert reports, technical inspections and appellate review. Mediation may resolve the dispute within weeks.

Lower Costs

A settlement may reduce court fees, expert costs, translation expenses and long-term legal costs.

Flexible Remedies

The parties may agree on repair, replacement, refund, credit, additional warranty or another practical solution.

Confidentiality

Company records, customer complaints and settlement offers remain private.

Preservation of Business Reputation

A company may resolve a legitimate complaint without prolonged public litigation.

Certainty

A consumer may receive payment or replacement more quickly than through a contested lawsuit.

Risks of Consumer Mediation

A consumer may:

• Accept an inadequate refund;
• Waive unrelated claims;
• Sign before receiving payment;
• Fail to address hidden defects;
• Accept an unclear repair promise;
• Overlook interest or additional losses.

A seller or supplier may:

• Sign through an unauthorised representative;
• Agree to uncertain obligations;
• Fail to obtain an effective release;
• Ignore tax or accounting consequences;
• Leave related proceedings unresolved.

Both sides should review the settlement carefully before signing.

The Role of a Consumer Lawyer in Turkey

A Turkish consumer lawyer may assist by:

• Determining whether the claimant is legally a consumer;
• Identifying the correct defendant;
• Calculating the value of the dispute;
• Determining whether the Consumer Arbitration Committee or mediation applies;
• Protecting limitation periods;
• Collecting evidence;
• Preparing the mediation application;
• Negotiating refund, repair or replacement;
• Drafting the settlement;
• Ensuring enforceability;
• Filing a consumer court lawsuit if mediation fails;
• Objecting to Consumer Arbitration Committee decisions.

For foreign consumers, a lawyer may also coordinate translations, powers of attorney and cross-border payment arrangements.

Frequently Asked Questions About Consumer Mediation in Turkey

Is mediation mandatory for every consumer dispute?

No. Disputes falling within the jurisdiction of Consumer Arbitration Committees are excluded. Certain other proceedings are also exempt.

What is the Consumer Arbitration Committee threshold for 2026?

For 2026, disputes below TRY 186,000 must generally be submitted to a Provincial or District Consumer Arbitration Committee.

Is mediation required for disputes worth TRY 186,000 or more?

Where the dispute will be heard by a consumer court and no statutory exception applies, mandatory mediation must generally be completed before filing the lawsuit.

Is mediation required before objecting to a Consumer Arbitration Committee decision?

No. Objections against committee decisions are expressly excluded from mandatory mediation.

Must the consumer accept the company’s offer?

No. Settlement is entirely voluntary.

Can a foreign consumer use mediation in Turkey?

Yes. Foreign consumers may participate personally or through an authorised Turkish lawyer.

Can consumer mediation be conducted online?

Yes. Online meetings may be conducted where appropriate.

Can the parties agree on repair instead of a refund?

Yes. The parties may agree on any lawful remedy they consider acceptable.

What happens if the company does not perform the settlement?

The consumer may seek enforcement if the agreement satisfies the applicable enforceability requirements.

Can a lawsuit be filed after a settlement?

A valid settlement generally prevents litigation concerning matters clearly resolved by the agreement.

Conclusion

Consumer mediation in Turkey is a central part of the legal framework for resolving disputes between consumers and commercial sellers or service providers.

Before taking legal action, the claimant must first determine whether the dispute falls within the jurisdiction of a Consumer Arbitration Committee or whether it must be brought before a consumer court.

For 2026, disputes valued below TRY 186,000 must generally be submitted to Consumer Arbitration Committees. Disputes valued at TRY 186,000 or more may fall within the jurisdiction of consumer courts and generally require mandatory mediation before litigation.

Mandatory consumer mediation may apply to disputes involving defective vehicles, residential property, online shopping, banking services, private education, healthcare, tourism, insurance and subscription agreements.

The obligation to mediate does not mean that the consumer must settle. Both parties remain free to reject proposals and proceed to court.

Nevertheless, mediation may offer a faster and more flexible resolution. The parties may agree on refunds, replacement products, repairs, instalment payments, additional warranty rights or compensation.

A consumer mediation settlement may create binding and enforceable obligations. It should therefore define the product or service, payment amount, performance date, default consequences and scope of release with precision.

Consumers and companies should obtain legal advice before signing a settlement, especially in high-value vehicle, housing, banking, healthcare and e-commerce disputes.

A Turkish consumer mediation lawyer can determine the correct application route, preserve procedural rights, negotiate an effective settlement and initiate consumer court proceedings where mediation does not result in agreement.

Disclaimer: This article is provided for general informational purposes only and does not constitute legal advice. Turkish consumer legislation, monetary thresholds, mediation rules and procedural requirements may change. Each dispute should be reviewed according to its specific facts and the legislation in force on the relevant application date.