Consumer Dispute Resolution in the Digital Age Online Dispute Resolution — Serkan Kaya

In the digital age with development of information communication and technology ICT consumer spending dominates the Gross Domestic Product GDP The continuously increasing consumer spending raises the probability of consumer disputes The traditional litigation used for resolving consumer disputes is often inconvenient impractical time consuming complex and expensive This book discusses the strengths and weaknesses of the traditional consumer redress system and questions the judicial approach to the implementation of consumer access to justice This book evaluates the resolution of consumer disputes and analyses the EU consumer Alternative Dispute Resolution ADR and Online Dispute Resolution ODR regime seeking for lessons to be learnt by countries where ODR is at its initial stage ARKA KAPAKTAN Table of Contents Chapter 1 Introduction 1 1 Introduction 1 2 Aim and Methodology of this book 1 3 Structure of the Book Chapter 2 The Theoretical Framework of Online Dispute Resolution 2 1 Introduction 2 2 The Popularity and the Need for Modernisation of ADR 2 3 The Advent of Online Dispute Resolution 2 4 The Main Online Disputes Resolution Methods 2 5 The Current Legal Environment of ODR 2 6 Conclusion Chapter 3 Online Dispute Resolution for Consumer Internet Related Disputes 3 1 Introduction 3 2 An Overview of Electronic Commerce 3 3 Characteristic of Consumer Disputes Arising from E commerce 3 4 Consumer Access to Justice 3 5 Contemporary Trends of ODR in the Case of Consumer Disputes 3 6 The EU ODR Platform Resolving Consumer Disputes 3 7 Lesson Learned from the well established ODR practices 3 8 Conclusion Chapter 4 Fundamental Principles for the Establishment and Continuation of an ODR System 4 1 Introduction 4 2 Impartiality Independence and Expertise 4 3 Effectiveness and Efficiency 4 4 Fairness 4 5 Accountability Transparency versus Confidentially 4 6 Accessibility 4 7 Security 4 8 Enforcement 4 9 Conclusion Chapter 5 Arbitrability of Consumer Disputes 5 1 The Concept of Arbitrability 5 2 Positive and Negative Aspects of the Notion of Arbitrability 5 3 Subjective Arbitrability of Consumer Disputes 5 4 Objective Arbitrability of Consumer Disputes 5 5 The Validity of Consumer Arbitration Clauses 5 6 Legal Framework Governing Pre Dispute and Post Dispute Consumer Arbitration Agreements 5 7 Conclusion Chapter 6 Conclusion 6 1 Summary and Findings Appendix 1 Regulation on Consumer ODR Appendix 2 Directive on Consumer ADR Appendix 3 UNCITRAL Technical Notes on ODR Bibliography