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The Hidden World of Consumer ADR: Redress and Behaviour

Chris Hodges
Naomi Creutzfeldt-Banda
Iris Benöhr
Publication date: 
Tue, 29 Nov 2011

This report summarizes the findings of an Oxford research project and an international conference which assessed alternative methods for settling consumer disputes that do not involve the courts.
The report was published on the day the European Commission announced draft legislation on consumer ADR, and comes in response to the finding that many governments are interested in ADR as an alternative to courts to improve access to justice, overcome problems of costs and funding for court mechanisms, and help maintain competitive markets.
The report assesses the existing dispute resolution models used across Europe, and makes recommendations: to improve transparency and timeliness of dispute resolution to increase awareness of the alternative mechanisms available for both consumers and traders to consolidate the range of existing initiatives across Europe to improve the scope, quality, and reliability of ADR, particularly for cross-border and online transactions.