Tüketici Hakem Heyetine Başvuru, Karar ve İtiraz Süreci (Altyazılı)

Our lawyer Berkay KARAKAŞ explains in the video. ✍🏼 ⚖️ 00:00 Introduction Consumer Arbitration Boards are official bodies established to resolve disputes experienced by consumers when purchasing goods or services before going to court. In cases such as defective goods, non-refundable fees, violation of the right of withdrawal, or service breaching commitments, you can first seek recourse before going to consumer court. Moreover, these applications are completely free. The boards are established by the Ministry of Trade. They operate within the District Governor's Office in districts and the Provincial Directorates of Trade in provinces. ________________________________________ ⚖ Who is on the Board? The Consumer Arbitration Board consists of five members: 1. Chair - District Governor or an official designated by the District Governor 2. Municipality representative 3. Bar association representative 4. Chamber of Commerce/Tradesmen representative 5. Consumer association representative Files are prepared by rapporteurs, and experts may be appointed if necessary. ________________________________________ 📌 What Issues Can Be Filed? (1:50–2:30) Some disputes that can be filed with the Consumer Arbitration Board include: • Defective products and services • Product issues covered by warranty • Installment sales and credit agreements • Subscription agreements • Distance sales, shipping issues • Non-refundable fees or non-cancellable services In other words, applications can be made for any transaction covered by Law No. 6502 on Consumer Protection. ________________________________________ 💰 What is the Application Limit? As of 2025, Consumer Arbitration Boards will have jurisdiction over disputes under 149,000 TL. For disputes above this limit, it is now mandatory to file a complaint directly with the consumer courts, and then proceed to mediation as a prerequisite for filing a lawsuit. ________________________________________ 📝 How to File an Application? Application methods are quite practical: • By personally visiting the District Governor's Office or the Provincial Directorate of Commerce • By mail • Through a lawyer you have authorized • Or, easiest of all, you can apply digitally through the e-Government Consumer Information System (TÜBİS). You can find the relevant link in the description section of our video. The application form must include the following information: • Name, surname, Turkish Republic ID number • Address and contact information • Information about the person or institution being complained about • Subject and value of the dispute • Requested resolution Documents must be uploaded completely to the system. ________________________________________ 📂 Application Process and Review Applications are reviewed on a case-by-case basis. If deemed necessary, the parties may be invited, and an expert may be appointed. Expert reports must be prepared within 15 business days, with one extension. Additional documents may be requested from the parties, and a 30-day period is allowed for this. The process is generally completed within 6 months. In unavoidable cases, this period may be extended for another three months. ________________________________________ 📜 Legal Nature of the Decision (4:30–5:10) Consumer Arbitration Board decisions are binding and have the force of a judgment, just like a court decision. For transactions that remain unfulfilled despite the decision, enforcement proceedings can be initiated directly. Therefore, arbitration board decisions can also be enforced under the provisions of the Enforcement and Bankruptcy Law. Pursuant to Article 39 of the Enforcement and Bankruptcy Law, the enforcement of these judgments, which have the force of a judgment, is subject to a 10-year statute of limitations. In other words, the decision can be enforced within 10 years of receipt.