TELEKOMÜNİKASYON SEKTÖRÜNDE TÜKETİCİ ŞİKAYETLERİNİN ÇÖZÜMÜNE İLİŞKİN TÜRKİYE İÇİN ALTERNATİF ŞİKAYET ÇÖZÜM MEKANİZMASI MODELİ

Yıl 2010, Cilt: 14 Sayı: 2, 103 - 120, 01.12.2010

Güneş Koca

Öz

Alternatif uzlaşmazlık çözüm yöntemleri ya da kısaca ADR uzlaşmazlıkların çözümünde kullanılan yeni bir yöntem değildir, bu yöntemlerin eski çağlarda da kullanılmış olduğu bilinmektedir. Bununla birlikte, yargı sistemlerinin beklenen şekilde işlememesi nedeniyle ADR tekrardan önemli olmaya başlamıştır. Hızlılığı, gizliliği ve düşük maliyetleri nedeniyle birçok ülke tarafından uygulanması teşvik edilmektedir. Bu çalışmada, telekomünikasyon (elektronik haberleşme) sektöründe ortaya çıkan tüketici şikayetlerinin çözümlenmesinde AB üyeliğine aday bir ülke olan Türkiye’de AB’nin Evrensel Hizmet Direktifi ve diğer bazı ülkelerin uygulamalarının ışığı altında ADR yöntemlerinin kullanılması ve Türkiye için bir model önerisi üzerinde durulmaktadır

Anahtar Kelimeler

ADR, AB Direktifl eri, Uzlaşmazlık, Tüketici, Elektronik Haberleşme

MODEL OF ADR MECHANISM FOR TURKEY IN REGARDS TO CONSUMER DISPUTES IN TELECOMMUNICATIONS

Öz

Alternative Dispute Resolution or shortly ADR is not a new invention; it is known that societies used these various kinds of mechanism to resolve disputes in earlier times. However, it became important again after dissatisfaction results of judicial systems in most countries. It is encouraged by most countries because of its expediency, confi dentiality, and lower costs. In this study, the use of ADR in consumer disputes in regards to telecommunications (or electronic communications) is examined in order to fi nd an appropriate model for a developing country’s telecommunications sector. In this paper, with reference to Universal Service Directive of EU, a model of ADR mechanism for Turkey which is an EU candidate country is discussed in the light of Universal Service Directive of EU and several countries’ implementations.

Anahtar Kelimeler

ADR, EU Directives, Dispute, Consumer, Electronic Communications.

Kaynakça

• Attorney General’s Report to the President on the Alternative Dispute Resolution (ADR) Working Group, http://www.usdoj.gov/adr/presi- report.htm, (retrieved on 03.06.2009)
• Alva Orlando, The Range of Dispute Resolution Mechanisms, http://www. blaney.com/fi les/adr_range.pdf, (retrieved on 03.25.2009)
• A. Leo Levin, Russell R. Wheeler, The Pound Conference: Perspectives On Justice In the Future, West Publishing Co. St. Paul Minnesota, 1979
• Australian Communications and Media Authority, Telecommunications Ombudsman Fact Sheet, http://www.acma.gov.au/WEB/STANDARD.. PC/pc=PC_1735, (retrieved on 04.25.2009)
• Babylon-Pro 5, English Dictionary
• Center for Democracy and Governance, Alternative Dispute Resolution Practitioners’ Guide, 1998.
• Consumer Policy Strategy, Offi ce of Competition and Consumer Protection, 2004-2006, Warsaw, July 2004.
• Contacting Otelo, http://www.otelo.org.uk/pages/39contactingotelo.php, (re- trieved on 04.06.2009)
• David B. Lipsky, Ronald L. Seeber, & Richard D. Fincher, Emerging Sys- tems for Managing Workplace Confl ict, 2003.
• Electronic Communications Code, published on Turkish Offi cial Journal dat- ed 10 November 2008 and numbered 27050.
• Europe’s Information Society, Consumer Protection, http://ec.europa.eu/ information_society/policy/ecomm/todays_framework/consumer_pro- tection/index_en.htm, (retrieved 03.10.2009)
• Federal Communications Commission, Consumer and Governmental Af- fairs Bureau, http://www.fcc.gov/cgb/cgb_offi ces.html#CGB, (re- trieved on 04.24.2
• Folberg, H. Jay and Rosenberg, Joshua D., Alternative Dispute Resolution: An Empirical Analysis (1994). Stanford Law Review, Vol. 46, p. 1487, 1994.
• International Trends in Telecom Business Dispute Settlements, http:// www.soumu.go.jp/main_sosiki/hunso/english/pdf/report_2_01.pdf, (retrieved on 04.02.2009)
• Law Reform Commission, Consultation paper Alternative Dispute Resolu- tion, July 2008.
• Lawford, John, Telecommunications Ombudsman for Canada, November 2005.
• Ofcom, Statutory Duties and Regulatory Principles, http://www.ofcom. org.uk/about/sdrp/, (retrieved on 04.06.2009)
• Ofcom, Problems with your mobile phone, http://www.ofcom.org.uk/com- plain/mobile/company/billing/no_adr/, (retrieved on 04.06.2009)
• Ofcom’s advice on your next step, http://www.ofcom.org.uk/complain/mo- bile/company/billing/adr_cmplnt/, (retrieved on 04.06.2009)
• Official Journal of the European Communities, L 115, 17.4.1998.
• OECD Working Party on Telecommunication and Information Services Policies Report, http://www.oecd.org/dataoecd/56/11/35954786.pdf, (retrieved 03.02.2009)
• Nancy D. Erbe, Facilitative ADR’s Global Popularity and Promise, Bepress Legal Series, year 2004, paper 205.
• Stanczak, Plotr, Presentation of the ADR System in Poland, Promoting Al- ternative Dispute Resolution, Baltic Sea Seminar, Stockholm, 27th of May 2005.
• Telecommunications Industry Ombudsman, http://www.tio.com.au/about_ tio.htm, (retrieved on 04.24.2009)