The Family Branch mediation service was created in 1991. In addition a mediator has been assigned to each of the 102 Regional Family Allowances Offices since 2012.

An external independent mediator will be appointed by the National Fund for Family Allowances (Caisse nationale des allocations familiales (CNAF)) in 2016.

In cases where there is a lack of understanding or difficulties accessing rights, the mediation service ensures a fair outcome that is clearly understood by users.

As complex situations often exceed the competence of the Family Branch, a partnership agreement has been signed with the National Health and National Old-Age Insurance Funds (Caisse nationale d’assurance maladie — , Caisse nationale d’assurance vieillesse ).

Nearly 16,000 requests for mediation were received in 2014. Mediation confirmed the initial decision in two thirds of the cases and provided the needed explanations. In a third of the,cases, mediation resulted in a favorable benefits review .

After analysis of the dysfunctions revealed by these cases, proposals are made to improve internal procedures or to adapt legislation.