site.btaNational Ombudsman Backs Mediation for Small Consumer Disputes

It is necessary to introduce mediation for small consumer disputes, and not to have them brought directly to court, said Bulgarian Ombudsman Velislava Delcheva at the sixth national scientific conference on mediation in various public areas. The forum was hosted by the Varna University of Economics on Friday.

Mediation as an alternative method of resolving disputes is a very good way to avoid going to court and for people not to pay attorney fees, Delcheva pointed out. She recalled that the application of this method started in Varna in 2014 and the city is still producing many positive practices in this direction. Mediation in disputes with the administration should also be considered, because when it comes to bills for electricity, water, and district heating, there is no need to burden the judicial system, considering that usually small amounts are involved, Delcheva said.

Delcheva said the problems with Bulgaria’s Medical Expert Evaluation Board (TELK) are widespread and stem from reforms meant to reduce corruption, which instead made the system harder for citizens to navigate. She criticized the fact that commissions often assess illnesses outside their area of expertise and noted many complaints about reduced disability ratings. Delcheva also called for changes to the appeal deadlines, as people can currently lose access to pensions for six to eight months while waiting for decisions. The Ombudsman stressed that she would request talks with the management of the National Health Insurance Fund and the Health Minister, because she receives hundreds of complaints.

The complaints to the Ombudsman are already over 6,000 in 2026, Delcheva stressed, noting that this is three to four times more than in previous years. For the entire year of 2025, the complaints were 11,200. Delcheva also met with students from the University of Economics in Varna, emphasizing that the participation of young people in policy formation is extremely important. "As a mediator between citizens and institutions, I want to tell them that they can use the Ombudsman to strengthen their voice," Delcheva pointed out and urged young people not to give up, because there is someone who will listen to them.

The organizers of the conference are the Itera Institute and the University Mediation Center at the Varna University of Economics.