Abstract
In the 1990s, online dispute resolution became more prevalent with the growth of the Internet and its accompanying issues. Yet despite the apparent advantages of online dispute resolution platforms, South Africa has lagged behind in using such a system for consumer disputes. It has become necessary to appeal for the use of an online system since courts are often too costly and backlogged with other disputes; and existing consumer mechanisms found in the Consumer Protection Act 68 of 2008 have proved to be ineffectual. With the expansion of artificial intelligence and South Africa now entering the Fourth Industrial Revolution, it is evident that reforms to consumer laws may be necessary to keep up with technological advances, as well as to expedite consumer disputes. The use of an online dispute resolution system powered by artificial intelligence may prove beneficial in South Africa. This article argues for the implementation of an e-dispute resolution system similar to eBay’s online Resolution Center.
Highlights
The objective of this research is to argue for the implementation of an online dispute resolution system using artificial intelligence (AI) to assist and resolve consumer disputes
Authors have argued that online disputes between suppliers and consumers are primarily concerned with claims that are small in monetary value; but there is a high volume of such disputes, and OBITER 2020 a unique system of dispute resolution is required for these cases.[3]
The system would be powered by AI, human intervention would be required to ensure a fair and effective process for consumers. eBay has proved that an online dispute resolution centre controlled by artificial intelligence can be a simple and effective system to use for disputes; South Africa may learn from this type of model
Summary
In the 1990s, online dispute resolution became more prevalent with the growth of the Internet and its accompanying issues. It has become necessary to appeal for the use of an online system since courts are often too costly and backlogged with other disputes; and existing consumer mechanisms found in the Consumer Protection Act 68 of 2008 have proved to be ineffectual. With the expansion of artificial intelligence and South Africa entering the Fourth Industrial Revolution, it is evident that reforms to consumer laws may be necessary to keep up with technological advances, as well as to expedite consumer disputes. The use of an online dispute resolution system powered by artificial intelligence may prove beneficial in South Africa. This article argues for the implementation of an e-dispute resolution system similar to eBay’s online Resolution Center
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