Consumer Online Dispute Resolution Pathways in Europe: Analysing the Standards for Access and Procedural Justice in Online Dispute Resolution Procedures


ISBN13: 9789462363342
Published: November 2022
Publisher: Eleven International Publishing
Country of Publication: Netherlands
Format: Paperback
Price: £74.50
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The field of consumer online dispute resolution is going through important developments throughout Europe. New ODR providers are entering the field and a growing number of ADR bodies are relying on digital technologies to resolve consumer complaints. Also, consumers are increasingly resorting to online platforms to achieve redress. ODR has the potential to increase consumers’ access to redress by taking the procedure online. At the same time, the quality of cODR procedures remains a challenge. For instance, transparency is difficult to achieve, especially when algorithmic software is used, and a fair procedure cannot always be safeguarded in text-based online procedures. The fundamental right of access to justice not only underscores the right to access a dispute resolution body to emulate an enjoyment of substantive rights, but also the right to a procedure that complies with fairness standards. This book explores what procedural standards must be in place to secure consumers’ access to fair ODR procedures in Europe, by way of a theoretical and empirical legal study.

p> This research is financed by the ERC research council.