EXAMINING THE ROLE OF ONLINE DISPUTE RESOLUTION (ODR) IN REDRESSING CONSUMER DISPUTES’
AUTHOR – H.DEVI SESHA MALINI, STUDENT AT SCHOOL OF EXCELLENCE IN LAW, TAMILNADU DR.AMBEKAR LAW UNIVERSITY
BEST CITATION – H.DEVI SESHA MALINI, EXAMINING THE ROLE OF ONLINE DISPUTE RESOLUTION (ODR) IN REDRESSING CONSUMER DISPUTES, INDIAN JOURNAL OF LEGAL REVIEW (IJLR), 4 (4) OF 2024, PG. 39-50, APIS – 3920 – 0001 & ISSN – 2583-2344.
I ABSTRACT
Online dispute resolution plays a critical role settling consumer disputes arising out of flourishing trade and commerce. The aspect which stresses upon the necessity ODR is emerging e-commerce and Information and Communication Technology (ICT). This paper analyses how the technology can be leveraged in settling the disputes. The successful ODR mechanisms of different countries has been assessed in the study. The study analysed secondary sources such as reports, journals. The laws and regulations dealing with ODR, e-ADR, the government based initiatives in India in terms of ODR as wells as participation of corporation and start ups in setting up internal redressal platforms has been examined by the study. The paper fiirst focused on the ODR through international frameworks, guidelines and mechanisms and then focuses on the ODR in Indian perspective by analysing consumer protection laws, laws related to ODR, examples of its implementation. The advantages of implementing an online redressal mechanism and the challenges pertaining to its implementation in India has been assessed.
The research draws on the findings as to the need of ODR and suggests recommendations to add on to the existing mechanisms. It is evident through the study that several international bodies and government have initiated website, platforms, laws and regulations, tribunals for consumer redressal. While in India, we are lacking in terms of comprehensive framework for consumer dispute resolution.
Key words: Online dispute resolution, legal framework in ODR, internal redressal platform, international frameworks, ODR in foreign nations, consumer disputes, government initiatives, private participation.