Generalized in 2019, the mediation system allows any user encountering a difficulty with his Urssaf to find an amicable solution thanks to the intervention of a mediator. By strengthening the channels of access and dialogue with Urssaf, this service is at the heart of the relationship of trust between the user and his organization.
This second year of activity saw 2.263 referrals made to Urssaf mediators and 1.571 requests to mediators dedicated to self-employed workers.
60% of requests are admissible. In 76% of cases, they resulted in a total success of the mediation.
The majority of mediation requests come from self-employed workers (craftsmen, traders, liberal professions, practitioners and medical auxiliaries - 59%), followed by private sector employers (22%) and individual employers (8%).
The reasons for referrals are similar to those for 2019. More than a third concern an issue of account management (regularization, rectification of declarative elements, etc.) and 18% relate to the administrative management of the account (registration , delisting, transfer of activity, subjugation, etc.).
Referrals relating to forced recovery have decreased, in the context of the health crisis and the application of the right to make mistakes.
The mediator is also a key player in Urssaf's continuous improvement process. The recommendations formulated in 2020 were closely monitored by Urssaf with a view to improving the service provided to users. Urssaf has in particular initiated a project to rewrite the letters in order to facilitate understanding.
Mediation is open to any user who has made a complaint that has remained unanswered for more than a month or whose response does not suit them and who encounter difficulties during their discussions with Urssaf (see infographic). The user can contact the mediator by connecting to his online space on urssaf.fr or by downloading the form available on the mediation page.
To read the full report, visit urssaf.org.