Regulations 11 explained: this guide covers what it means, who it applies to, the step-by-step process, documents required, fees, due dates and penalties in India — so you can stay compliant with confidence and avoid costly mistakes.
Regulations 11 to 16 describe what happens once a case is referred to a mediator: who attends, how long the mediation can run, what the mediator may and may not do, what stays confidential, how the result reaches the Commission and what the Mediation Cell reports each quarter.
The regulations were made by the National Commission under section 103 of the Consumer Protection Act, 2019. This article takes them as amended up to the Consumer Protection (Mediation) Amendment Regulations, 2022 (6 July 2022), which amend only regulation 9. Later amendments should be checked on the website of the National Commission or the Department of Consumer Affairs. The Act's own provisions on mediation procedure are in sections 79 to 81.
A mediation stands terminated on expiry of three months from the date of first appearance before the mediator unless the Commission extends the time. The mediator facilitates a voluntary resolution and cannot impose any term. Parties and mediator must keep the proceedings confidential, and no audio or video recording is allowed. The mediator speaks to the Commission only through a report, with copies to all parties, and is immune for acts done in good faith. Each Mediation Cell sends a quarterly report within one month of the end of the quarter.
Parties heading into a mediation sitting can ask for legal dispute resolution preparation so that they arrive with the documents and authority to settle.
Regulation 11: mediation proceedings
Regulation 11 has nine sub-regulations.
| Sub-regulation | What it provides |
|---|---|
| 11(1) | Mediation is conducted in the presence of the parties or their authorised representatives or counsel |
| 11(2) | It stands terminated on expiry of three months from the date of first appearance before the mediator, unless the Consumer Commission extends the time, when it ends on expiry of the extended time |
| 11(3) | Parties may appear in person or through counsel or authorised representatives |
| 11(4) | The mediator is guided by natural justice and fair play and is not bound by the Code of Civil Procedure, 1908 or the Indian Evidence Act, 1872 |
| 11(5) | If a party does not participate, the Commission may direct it to participate |
| 11(6) | Parties give the mediator all information reasonably required |
| 11(7) | The mediator prepares a record of the proceedings on every date, signed by the parties or their counsel, authorised representatives or attorneys |
| 11(8) | The agreement between the parties is submitted by the mediator to the Commission in a sealed cover with a forwarding letter |
| 11(9) | If no agreement is executed within the time prescribed, the mediator tells the Commission so, without disclosing what transpired, what stand the parties took or why agreement could not be reached |
Two points deserve emphasis. The three months run from "the date of first appearance before the mediator", not from the order of reference. Only the Commission can extend the time. Second, the 1872 Act is named as printed; the current law on evidence should be checked, and this article names no replacement.
An invented example: Kiran Textiles and a customer, Dev Malhotra, first appear before the mediator on a date in the first week of a month. The three months run from that date. If the talks are close to settlement, either may ask the Commission to extend. If no agreement is signed in time, the mediator informs the Commission that there is no agreement, without saying what was discussed. The reference to mediation itself is made under section 37 of the Act.
Regulation 12: the mediator's role
12(1): the mediator "shall attempt to facilitate a voluntary resolution of the disputes between the parties, assist them in removing the misunderstandings, if any, and generating options to resolve their disputes, but shall not impose any term or any settlement upon the parties". 12(2): the mediator explains the terms of the agreement to the parties before obtaining their signatures.
The mediator is a facilitator, not a judge. A party who feels pressure to sign has a basis to say that the mediator went beyond regulation 12(1).
Regulation 13: confidentiality
13(1): the parties and the mediator "shall maintain confidentiality in respect of the events that transpire during the mediation proceedings and shall not use or rely upon any information, document etc. produced, the proposals and admissions made or the views expressed during the mediation proceedings". 13(2): there shall be no audio or video recording of the mediation.
So what is said in mediation cannot be used later in the case if mediation fails. A party should not, for example, quote the other side's offer in a later hearing. For a contrast with confidentiality under the Mediation Act, 2023, see the article on section 22 of that Act; the two are separate instruments and this article does not compare their effect.
Regulation 14: communications
The mediator "shall not communicate with the Consumer Commission except by way of his report, with copies to all the parties". This keeps the Commission from hearing the mediator's impressions of the parties.
Regulation 15: immunity
15(1): no mediator is liable for any civil or criminal proceedings for any act done or omitted to be done "bonafidely" in his capacity as a mediator. 15(2): a mediator shall not be summoned by a party to appear in a Court or other forum to testify about information received or action taken during the mediation. Both protect the independence of the process; the first applies to acts done in good faith.
Regulation 16: quarterly reports
16(1): every Mediation Cell submits a quarterly report to the District, State or National Commission to which it is attached, with these heads:
| Clause | Information |
|---|---|
| (a) | List of empanelled mediators with the experience and qualifications of each |
| (b) | Cases pending at the beginning of the quarter |
| (c) | Cases referred during the quarter |
| (d) | Cases disposed of during the quarter |
| (e) | Cases pending at the end of the quarter |
| (f) | Cases assigned to each mediator, cases disposed of by each and cases in which the mediation was successful |
| (g) | Cases in which the mediation was not successful |
| (h) | Fee paid to each mediator during the quarter |
16(2): the report is submitted within one month of the end of each quarter. These reports are administrative; they do not disclose what happened in any mediation.
Practical steps for parties
- Attend personally or send an authorised representative with authority to settle.
- Keep track of the three months from the first appearance.
- Do not record the sitting, and do not rely later on what was said.
- Read the agreement and the mediator's explanation before signing.
- If the case is not settled, expect the Commission to be told only that there is no agreement.
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Key takeaways
- Mediation ends three months after the first appearance before the mediator unless the Commission extends the time.
- The mediator facilitates a voluntary resolution and cannot impose any term.
- Everything said or produced in the mediation is confidential and cannot be used later; no audio or video recording is allowed.
- The mediator communicates with the Commission only through a report copied to all parties; if no agreement is signed, the report says nothing about what happened.
- A mediator is immune for acts done in good faith and cannot be summoned to testify.
- Each Cell submits a quarterly report within one month of quarter end.
Read next
- Regulations 5–8 and 10: empanelment, removal, fees and code of conduct
- Rules 1–7 of the Mediation Rules, 2020
- Sections 79–81: mediation procedure, settlement and recording
- Section 22 of the Mediation Act, 2023: confidentiality of mediation
Disclaimer: Based on the rules, regulations and guidelines named above as published in the Gazette of India or on the CCPA website, with the amending notifications the article names (consulted on 3 October 2026). Later amendments, the Consumer Protection Act, 2019 provisions referred to, State rules and CCPA advisories should be checked. This article is general information, not legal advice; check the official text before acting.