Before or upon the institution of a consumer complaint, a consumer forum may, with the parties' consent, REFER the dispute to mediation. The body to which the complaint may be referred for this purpose under the Consumer Protection Act, 2019 is the:

The Consumer Protection Act, 2019 establishes a CONSUMER MEDIATION CELL under each consumer commission (Section 74), and provides that a consumer complaint, concerning the matters it specifies, may be referred by the District/State/National Commission to the Consumer Mediation Cell for MEDIATION before or after the admission of the complaint, subject to the parties' consent (Sections 74-78). The settlement agreed through mediation is recorded and its consequences follow. This mediation cell is the consumer-specific ADR route the Act institutionalises. Legal-aid mediation is a separate channel. The Consumer Mediation Cell is thus the designated consumer-fora mediator.