Online Dispute Resolution
8. Conclusion
It can be concluded that the scope of online dispute resolution is very wide and today more and more people are getting oriented toward this mode of dispute resolution. Online dispute resolution agencies are approached for resolving personal as well as professional disputes and the approach used by these agencies to resolution is quite contemporary and well appreciated by the users. Online dispute resolution provides more satisfaction to the disputed parties as it offers solution with a lot of convenience. This process is certainly faster, cost-effective, and more approachable when compared to the traditional legal system.
In the context of India, however, ODR is quite beneficial by looking at the number of disputes that arises but most of the people are not aware with this online dispute resolution process, and they are largely dependent on the legal system and grievance redressal agencies/forums. Also not many companies are providing online dispute resolution facility unlike Western countries where online mode of dispute resolution is quite popular and easily accessible. By looking at the current scenario and future scope, online dispute resolution is quite wide, but this system needs a lot of improvisation to make it more dependable and approachable/accessible. Online dispute resolution is a quasi-legal process, but strengthening of ODR system will reduce the burden on traditional legal system substantially and will help in faster and more efficient resolution of disputes. As per the ministry of consumer affairs, food, and public distribution
Online Dispute Resolution http://dx.doi.org/10.5772/intechopen.76032 147
of India, there are over 450,000 consumer cases that are pending in 630 consumer courts of the country. Out of the total pending consumer court cases, 40% of these cases are related to the defective products and banking sector, while the remaining 60% are related to insurance, housing deals, financial deals, electricity cases, medical negligence cases, and so on [20, 21].
It may be appropriate for the companies who are facing lot of consumer complaints/disputes to get a tie-up with a dispute resolution agency and suggest/invite consumers to opt for this mode of dispute resolution. This would not only benefit the company by avoiding legal has- sles and settling the dispute off-court, but customers will also get benefitted with faster and cost-efficient resolution.
The public perception of ODR shall encourage the use of modern forms and formal legal obstacles should be reduced—offering the opportunity to those who, bearing in mind the limi- tations of electronic methods, are not afraid to settle disputes by using them (IDABC, 2004) [3].
Author details
Deepak Verma1*, Anshu Banwari1 and Neerja Pande2
*Address all correspondence to: [email protected] 1 Jaypee Institute of Information and Technology, Noida, India 2 IIM Lucknow, Noida Campus, Noida, India
References
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