The Law of Consumer Redress in an Evolving Digital Market: Upgrading from Alternative to Online Dispute Resolution

By: Pablo Cortés

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Synopsis: This book advances the emerging of a new sub-field of study, the law of consumer redress, which encompasses the various dispute resolution processes for consumers, their regulations, and best practices. The book argues that the institutionalisation of alternative dispute resolution (ADR) bodies are expanding their functions beyond dispute resolution, as they are increasingly providing a public service for consumers that complements, and often replaces, the role of the courts. Although the book focuses on ADR, it also analyses other redress methods, including public enforcement, court adjudication and business internal complaints systems. It proposes a more efficient rationalisation of certified redress bodies, which should be better co-ordinated and accessible through technological means. Accordingly, the book calls for greater integration amongst redress methods and offers recommendations to improve their process design to ensure that, inter alia, traders are encouraged to participate in redress schemes, settle early meritorious claims and comply with outcomes. Incorporates recent legal developments in the field of consumer redress keeping abreast with fundamental legal changes. Examines different consumer redress models, and European as well as various national dispute resolution schemes. Discusses how technology is being imbedded into the dispute resolution process looking at the intersection of technology and dispute resolution.

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