Online Dispute Resolution

Analysis of the market and legal aspects related to the development of an online dispute resolution platform (ODR) dedicated to consumers and small and medium enterprises. The funder is the Belgian Ministry of Economy.

Based on an inventory of the legal framework applying to on line dispute resolution, this project aims to analyse the legal issues related to the implementation and organization of an ODR platform. The analysis covers different aspects, notably the transparency and equity of the process, the complaint management system, the quality of the process, the competence of mediators, the enforcement, etc. In addition to the analysis of the legal issues, the project also aims to propose an ODR platform model and a specific resolution process. This model is based on the participation of the ADR bodies, traditionally acting off line on the Belgian territory. Moreover, the project delivers a technical analysis based on the benchmark of several ODR providers.