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E-raamat: Online Dispute Resolution for Consumers in the European Union

(University of Leicester, UK)
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A PDF version of this book is available for free in open access via www.tandfebooks.com as well as the OAPEN Library platform, www.oapen.org. It has been made available under a Creative Commons Attribution-Non Commercial-No Derivatives 3.0 license and is part of the OAPEN-UK research project.

E-commerce offers immense challenges to traditional dispute resolution methods, as it entails parties often located in different parts of the world making contracts with each other at the click of a mouse. The use of traditional litigation for disputes arising in this forum is often inconvenient, impractical, time-consuming and expensive due to the low value of the transactions and the physical distance between the parties. Thus modern legal systems face a crucial choice: either to adopt traditional dispute resolution methods that have served the legal systems well for hundreds of years or to find new methods which are better suited to a world not anchored in territorial borders.

Online Dispute Resolution (ODR), originally an off-shoot of Alternative Dispute Resolution (ADR), takes advantage of the speed and convenience of the Internet, becoming the best, and often the only option for enhancing consumer redress and strengthening their trust in e-commerce. This book provides an in-depth account of the potential of ODR for European consumers, offering a comprehensive and up to date analysis of the development of ODR. It considers the current expansion of ODR and evaluates the challenges posed in its growth. The book proposes the creation of legal standards to close the gap between the potential of ODR services and their actual use, arguing that ODR, if it is to realise its full potential in the resolution of e-commerce disputes and in the enforcement of consumer rights, must be grounded firmly on a European regulatory model.
Table of cases
xi
List of ODR providers
xv
Acknowledgements xvii
Foreword xix
Introduction 1(8)
Background
1(6)
Electronic commerce in the European Union
1(1)
The need for online dispute resolution (ODR)
2(1)
Setting the tone
3(1)
Summary of contents
4(1)
Methodology
5(1)
Location and contribution of the book in the existing academic debate
6(1)
Notes
7(2)
1 Consumer protection and access to justice in the era of electronic commerce: A European perspective
9(42)
1.1 Introduction
9(1)
1.2 Consumer protection policy in the online market
10(7)
1.2.1 The legal definition of consumer
10(1)
1.2.2 Consumer protection
11(1)
1.2.3 Consumer protection in the field of e-commerce
12(5)
1.3 Consumer access to justice: Small claims procedures
17(7)
1.3.1 Introduction
17(1)
1.3.2 Small claims procedure in Ireland
18(2)
1.3.3 Small claims in England and Wales
20(2)
1.3.4 Small claims court in Spain
22(1)
1.3.5 Assessment
22(2)
1.4 Conflict of laws
24(11)
1.4.1 Introduction
24(1)
1.4.2 Choice of law
25(3)
1.4.3 Forum selection
28(5)
1.4.4 Assessment
33(2)
1.5 Enforcement
35(8)
1.5.1 Introduction
35(1)
1.5.2 Judicial enforcement in the EU
35(5)
1.5.3 Administrative enforcement
40(2)
1.5.4 Assessment
42(1)
1.6 Conclusion
43(8)
Notes
44(7)
2 Online dispute resolution: An emerging option for consumer redress
51(43)
2.1 Introduction
51(1)
2.2 Definition and growth of ODR
52(23)
2.2.1 Defining ODR
52(2)
2.2.2 A brief history of ODR
54(2)
2.2.3 Advantages and difficulties in using ODR
56(3)
2.2.4 Dispute avoidance
59(5)
2.2.5 Dispute resolution
64(8)
2.2.6 European initiatives promoting the use of consumer ODR
72(3)
2.3 ODR challenges
75(10)
2.3.1 Challenges to ODR
75(1)
2.3.2 Funding
75(2)
2.3.3 Directing disputants to ODR services
77(2)
2.3.4 Fairness and due process
79(3)
2.3.5 Enforcement
82(1)
2.3.6 The role of technology
83(2)
2.4 Conclusion
85(9)
Notes
87(7)
3 Consumer adjudicative processes supported by technology: Court processes and arbitration
94(50)
3.1 Introduction
94(1)
3.2 Online judicial processes
95(11)
3.2.1 Domestic disputes: The incorporation of technology into the judicial process
95(3)
3.2.2 Cross-border disputes: European small claims procedure
98(8)
3.3 Online arbitration
106(27)
3.3.1 Introduction
106(1)
3.3.2 Obstacles to the online arbitral process
107(5)
3.3.3 Domestic arbitral procedures: The Spanish Consumer Arbitration Boards
112(2)
3.3.4 The UDRP: An international adjudicative process similar to arbitration
114(19)
3.4 Conclusion
133(11)
Notes
135(9)
4 Online mediation for consumers: The way forward
144(37)
4.1 Introduction
144(1)
4.2 From offline mediation to online mediation
145(9)
4.2.1 The difference between online and offline mediation
145(1)
4.2.2 Types of mediation
146(1)
4.2.3 Two ODR examples: SmartSettle and Square Trade
147(2)
4.2.4 Benefits and limitations in using online mediation
149(2)
4.2.5 Appropriate cases for online mediation
151(1)
4.2.6 Building trust in online mediation
152(1)
4.2.7 Dynamics of computer mediated communications
153(1)
4.3 Self-regulation and soft law: Procedural aspects of mediation
154(5)
4.3.1 Flexibility, legal certainty, confidentiality and transparency
155(1)
4.3.2 Independence, fairness and protection of the weaker party
156(1)
4.3.3 The mediator's status
157(1)
4.3.4 Accountability
158(1)
4.4 Regulatory approach in the EU: The Mediation Directive
159(6)
4.4.1 The purpose of regulating mediation in the EU
159(2)
4.4.2 Mandatory mediation
161(2)
4.4.3 Enforcement of settlements
163(1)
4.4.4 Suspension of limitation periods
164(1)
4.5 Regulatory approach at the domestic level, particularly in England and Wales
165(7)
4.5.1 Mediation under national law
165(1)
4.5.2 The approach to mandatory mediation in England and Wales
166(5)
4.5.3 The way forward
171(1)
4.6 Conclusion
172(9)
Notes
174(7)
5 A legal framework to develop consumer ODR in the EU: A proposal
181(32)
5.1 Introduction
181(1)
5.2 The need for a regulatory balance in the field of ODR
182(9)
5.2.1 Increasing access to justice through ODR
182(1)
5.2.2 Failed expectations in ODR
183(1)
5.2.3 Creating a balance between regulation and self-regulation
184(1)
5.2.4 Risks of self-regulation
184(3)
5.2.5 The objective of regulating ODR
187(1)
5.2.6 International initiatives
188(2)
5.2.7 Regional regulatory initiatives
190(1)
5.3 Proposal for a regulation in the field of ODR
191(15)
5.3.1 The purpose of regulating ODR at the EU level
191(2)
5.3.2 The need to increase awarencess of ODR
193(5)
5.3.3 Mandatory ODR clauses
198(2)
5.3.4 Procedural legal standards for accredited ODR
200(4)
5.3.5 Enforcement of ODR decisions
204(2)
5.4 Conclusion
206(7)
Notes
207(6)
Conclusion
213(12)
Summary
213(1)
Findings
214(7)
Tiered ODR systems
221(1)
Future dynamics and recommendations for ODR
222(1)
Notes
223(2)
Appendix 225(8)
References 233(22)
Index 255
Pablo Cortés is the CSET Lecturer in Civil Justice at the University of Leicester, UK.
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