Online dispute resolution of consumer disputes, vulnerable consumers and new technologies

Abstract

Online dispute resolution is sometimes understood as the symbiosis between alternative dispute resolution and Information and Communication Technology. It may be read to mean either the resolution of ‘online disputes’ or as ‘online resolution’ of disputes that first occurred off-line. The use of a mechanism through which collective claims can be used to enforce the rights of vulnerable consumers and increase their access to dispute resolution as a group, would lead to guaranteeing redress and minimising the risks that traders abuse the position of vulnerable consumers. The Citizens Advice’s Report of consumer activities in the United Kingdom in 2017/18 suggests providing opportunities to increase the protection of vulnerable consumers through innovation while also cooperating with charities and key energy suppliers. Governments and regulators have a key role to assist with data sharing specifically on vulnerable consumers or ‘concierge services’ acting on behalf of consumers.