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Consumer Online Dispute Resolution Pathways in Europe : Analysing the Standards for Access and Procedural Justice in Online Dispute Resolution Procedures.

By: van Gelder, Emma.
Contributor(s): Rainey, Daniel.
Material type: materialTypeLabelBookPublisher: The Hague : Boom Uitgevers Den Haag, 2022Copyright date: �2022Edition: 1st ed.Description: 1 online resource (347 pages).Content type: text Media type: computer Carrier type: online resourceISBN: 9789400112025.Genre/Form: Electronic books.Online resources: Click to View
Contents:
Cover -- Title page -- Copyright -- Table of Contents -- Abbreviations -- 1 Introduction: cODR procedures and the search for justice -- 1.1 The difficult road to consumer access to justice -- 1.1.1 Consumer access to justice -- 1.1.2 Consumer redress pathways -- 1.1.3 Consumer online dispute resolution in Europe -- 1.1.4 cODR and access to justice -- 1.2 Research Question -- 1.3 Aims -- 1.4 Scope and delimitations -- 1.4.1 Access to Justice -- 1.4.1.1 Procedural Justice: A normative perspective -- 1.4.1.2 Procedural Justice: a social psychological perspective -- 1.4.2 Individual private enforcement -- 1.4.3 Consumers -- 1.5 Methodology -- 1.5.1 Research methods and sources -- 1.5.1.1 Doctrinal research -- 1.5.1.2 Empirical research -- 1.5.2 Selection of jurisdictions -- 1.6 Outline -- 2 Pathways to individual consumer redress in the EU -- 2.1 Introduction -- 2.2 Consumer redress: introductory remarks -- 2.2.1 The overlap between public and private enforcement -- 2.2.2 Private consumer redress through individual and collective action -- 2.2.3 Characteristics of consumer disputes -- 2.2.4 Information sources -- 2.3 Direct negotiation -- 2.3.1 Internal complaint handling mechanisms -- 2.3.2 Complaint assistance tools -- 2.3.3 A case-study: Klachtenkompas -- 2.3.4 Evaluation -- 2.4 Consumer alternative dispute resolution -- 2.4.1 A wide variety of consumer alternative dispute resolution models -- 2.4.1.1 Consumer ombudsmen models -- 2.4.1.2 Consumer arbitration bodies -- 2.4.1.3 Binding advice model -- 2.4.1.4 Consumer mediation services -- 2.4.2 The EU level: the ADR Directive and the ODR Regulation -- 2.4.3 The national level: the Netherlands -- 2.4.3.1 Dutch CDR bodies -- 2.4.3.2 Implementation of the ADR Directive -- 2.4.4 The national level: The United Kingdom -- 2.4.4.1 CDR bodies in the United Kingdom.
2.4.4.2 Implementation of the ADR Directive -- 2.4.5 Consumer online dispute resolution -- 2.4.6 Evaluation -- 2.4.6.1 Underenforcement of consumer law -- 2.4.6.2 The quality of CDR -- 2.4.6.3 The low uptake of CDR -- 2.4.6.4 The private nature of CDR -- 2.5 Court procedures for resolving consumer claims -- 2.5.1 The EU approach -- 2.5.2 The national level: the Netherlands and the United Kingdom -- 2.5.3 Evaluation -- 2.6 Conclusion -- 3 A general introduction into ODR -- 3.1 Introduction -- 3.2 The origin and development of ODR -- 3.3 ODR techniques -- 3.3.1 Credit-card chargeback mechanisms -- 3.3.2 Online negotiation -- 3.3.3 Online mediation -- 3.3.4 Online arbitration -- 3.3.5 Online ombudsmen -- 3.3.6 Online mock jury -- 3.4 Opportunities of ODR -- 3.4.1 Cost savings -- 3.4.2 Time savings -- 3.4.3 Convenience -- 3.4.4 Feedback and regulatory function -- 3.5 Challenges of ODR -- 3.5.1 Digital exclusion -- 3.5.2 Costs -- 3.5.3 Loss of non-verbal cues -- 3.5.4 Technical difficulties -- 3.5.5 Security and privacy concerns -- 3.6 Initiatives on the regulation of ODR -- 3.7 Conclusion -- 4 Consumer online dispute resolution pathways to individual consumer redress in the EU -- 4.1 Introduction -- 4.2 cODR providers -- 4.2.1 Technologies used in cODR procedures -- 4.2.2 ODR techniques used by CDR bodies -- 4.2.3 Illustrations of European cODR providers -- 4.2.4 (c)ODR bodies operating in the Netherlands -- 4.2.4.1 ODR bodies -- 4.2.4.2 Consumer ODR in the Netherlands -- 4.2.5 ODR bodies operating in the United Kingdom -- 4.2.5.1 ODR bodies -- 4.2.5.2 Consumer ODR in the United Kingdom -- 4.2.6 Conclusions regarding the cODR field in the Netherlands and the United Kingdom -- 4.2.6.1 Definition on ODR -- 4.2.6.2 Wide variety in forms of ODR procedures -- 4.2.6.3 Access to CDR -- 4.2.6.4 Bringing parties to ODR.
4.2.6.5 Levels of implementation of technology in ODR procedures -- 4.2.6.6 Loss of non-verbal cues and trust-building -- 4.2.6.7 Online text-based procedures -- 4.2.6.8 Digital qualifications of ODR staff -- 4.2.6.9 Legal qualifications of ODR staff -- 4.2.6.10 ODR as feedback and policy tool -- 4.2.7 Evaluation of cODR procedures -- 4.3 ODR procedures offered by online intermediary marketplaces -- 4.3.1 Relationships within online intermediary marketplaces -- 4.3.2 The ODR processes offered by online intermediary marketplaces -- 4.3.3 Examples of ODR processes offered by online intermediary marketplaces -- 4.3.4 Evaluation of the fairness of internal ODR procedures undertaken by online intermediary marketplaces -- 4.3.5 Court actions against online marketplaces -- 4.4 The EU ODR platform -- 4.4.1 The process of the EU ODR platform -- 4.4.2 Evaluation of the ODR platform and suggestions for improvement -- 4.4.2.1 Restricted scope -- 4.4.2.2 Limited functions -- 4.4.2.3 Voluntary nature -- 4.4.2.4 30-day deadline -- 4.4.2.5 Lack of standards of quality and expertise for ODR advisors -- 4.5 Conclusion -- 5 Standards of access and justice in cODR pathways -- 5.1 Introduction -- 5.2 The right to access to justice in European treaties -- 5.2.1 Procedural safeguards enshrined in Article 6(1) ECHR and 47 EU Charter -- 5.2.2 The development of access to justice from courts to ADR -- 5.2.3 The application of Articles 6(1) ECHR and 47 EU Charter to ODR -- 5.2.4 The importance of taking into account Articles 6(1)ECHRand 47 EU Charter in the design of cODR -- 5.2.5 Evaluation -- 5.3 Access to fair CDR procedures in EU legislative instruments -- 5.3.1 Quality in ODR -- 5.3.2 Standards of quality in sectoral EU legislative instruments -- 5.3.3 Standards of quality of the ADR Directive and ODR Regulation -- 5.3.3.1 Accessibility.
5.3.3.2 Independence, impartiality, and expertise -- 5.3.3.3 Transparency -- 5.3.3.4 Effectiveness -- 5.3.3.5 Fairness -- 5.3.3.6 Liberty -- 5.3.3.7 Legality -- 5.3.3.8 Summary -- 5.3.4 Quality of ODR at the national level -- 5.3.5 Evaluation -- 5.3.5.1 Accessibility -- 5.3.5.2 Independence, impartiality, and expertise -- 5.3.5.3 Transparency -- 5.3.5.4 Effectiveness -- 5.3.5.5 Fairness -- 5.3.5.6 Liberty -- 5.3.5.7 Legality -- 5.3.5.8 Summary -- 5.4 Access to a fair ODR procedure offered by online intermediary marketplaces -- 5.4.1 Quality in ODR processes offered by online intermediary marketplaces -- 5.4.2 The notion of online marketplaces -- 5.4.3 EU Regulatory framework for online intermediary marketplaces. -- 5.4.3.1 The P2B Regulation -- 5.4.3.2 The Digital Services Act -- 5.4.3.3 The GDPR -- 5.4.4 Evaluation -- 5.4.4.1 The P2B Regulation -- 5.4.4.2 The DSA -- 5.4.4.3 The GDPR -- 5.4.4.4 Summary -- 5.5 Conclusion -- 6 Consumer ODR as a pathway to individual consumer redress in the EU -- 6.1 Introduction -- 6.2 Access to fair cODR procedures offered by CDR bodies -- 6.2.1 Introduction -- 6.2.2 Access -- 6.2.3 Expertise, independence, and impartiality -- 6.2.4 Transparency -- 6.2.5 Effectiveness -- 6.2.6 Fairness -- 6.2.7 Liberty -- 6.2.8 Legality -- 6.3 Access to fair cODR mechanisms offered by online intermediary marketplaces -- 6.3.1 Introduction -- 6.3.2 Accessibility -- 6.3.3 Independence, impartiality, and expertise -- 6.3.4 Transparency -- 6.3.5 Effectiveness -- 6.3.6 Fairness -- 6.3.7 Liberty -- 6.3.8 Legality -- 6.4 The EU ODR platform -- 6.4.1 Enhanced information -- 6.4.2 Redirection -- 6.4.3 The integration of an online assisted-negotiation tool -- 6.4.4 An ODR function -- 6.4.5 A regulatory and feedback function -- 6.5 A monitoring framework -- 6.5.1 Monitoring framework for CDR bodies offering ODR procedures.
6.5.2 Monitoring framework ofODRoffered by online intermediary marketplaces -- 6.5.3 The EU ODR platform -- 6.5.4 A role for the civil court in the overall monitoring framework of cODR -- 6.6 The integration of enforcement mechanisms -- 6.7 Conclusion -- Bibliography -- Table of cases -- Annex I Respondents -- Annex II Survey.
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Cover -- Title page -- Copyright -- Table of Contents -- Abbreviations -- 1 Introduction: cODR procedures and the search for justice -- 1.1 The difficult road to consumer access to justice -- 1.1.1 Consumer access to justice -- 1.1.2 Consumer redress pathways -- 1.1.3 Consumer online dispute resolution in Europe -- 1.1.4 cODR and access to justice -- 1.2 Research Question -- 1.3 Aims -- 1.4 Scope and delimitations -- 1.4.1 Access to Justice -- 1.4.1.1 Procedural Justice: A normative perspective -- 1.4.1.2 Procedural Justice: a social psychological perspective -- 1.4.2 Individual private enforcement -- 1.4.3 Consumers -- 1.5 Methodology -- 1.5.1 Research methods and sources -- 1.5.1.1 Doctrinal research -- 1.5.1.2 Empirical research -- 1.5.2 Selection of jurisdictions -- 1.6 Outline -- 2 Pathways to individual consumer redress in the EU -- 2.1 Introduction -- 2.2 Consumer redress: introductory remarks -- 2.2.1 The overlap between public and private enforcement -- 2.2.2 Private consumer redress through individual and collective action -- 2.2.3 Characteristics of consumer disputes -- 2.2.4 Information sources -- 2.3 Direct negotiation -- 2.3.1 Internal complaint handling mechanisms -- 2.3.2 Complaint assistance tools -- 2.3.3 A case-study: Klachtenkompas -- 2.3.4 Evaluation -- 2.4 Consumer alternative dispute resolution -- 2.4.1 A wide variety of consumer alternative dispute resolution models -- 2.4.1.1 Consumer ombudsmen models -- 2.4.1.2 Consumer arbitration bodies -- 2.4.1.3 Binding advice model -- 2.4.1.4 Consumer mediation services -- 2.4.2 The EU level: the ADR Directive and the ODR Regulation -- 2.4.3 The national level: the Netherlands -- 2.4.3.1 Dutch CDR bodies -- 2.4.3.2 Implementation of the ADR Directive -- 2.4.4 The national level: The United Kingdom -- 2.4.4.1 CDR bodies in the United Kingdom.

2.4.4.2 Implementation of the ADR Directive -- 2.4.5 Consumer online dispute resolution -- 2.4.6 Evaluation -- 2.4.6.1 Underenforcement of consumer law -- 2.4.6.2 The quality of CDR -- 2.4.6.3 The low uptake of CDR -- 2.4.6.4 The private nature of CDR -- 2.5 Court procedures for resolving consumer claims -- 2.5.1 The EU approach -- 2.5.2 The national level: the Netherlands and the United Kingdom -- 2.5.3 Evaluation -- 2.6 Conclusion -- 3 A general introduction into ODR -- 3.1 Introduction -- 3.2 The origin and development of ODR -- 3.3 ODR techniques -- 3.3.1 Credit-card chargeback mechanisms -- 3.3.2 Online negotiation -- 3.3.3 Online mediation -- 3.3.4 Online arbitration -- 3.3.5 Online ombudsmen -- 3.3.6 Online mock jury -- 3.4 Opportunities of ODR -- 3.4.1 Cost savings -- 3.4.2 Time savings -- 3.4.3 Convenience -- 3.4.4 Feedback and regulatory function -- 3.5 Challenges of ODR -- 3.5.1 Digital exclusion -- 3.5.2 Costs -- 3.5.3 Loss of non-verbal cues -- 3.5.4 Technical difficulties -- 3.5.5 Security and privacy concerns -- 3.6 Initiatives on the regulation of ODR -- 3.7 Conclusion -- 4 Consumer online dispute resolution pathways to individual consumer redress in the EU -- 4.1 Introduction -- 4.2 cODR providers -- 4.2.1 Technologies used in cODR procedures -- 4.2.2 ODR techniques used by CDR bodies -- 4.2.3 Illustrations of European cODR providers -- 4.2.4 (c)ODR bodies operating in the Netherlands -- 4.2.4.1 ODR bodies -- 4.2.4.2 Consumer ODR in the Netherlands -- 4.2.5 ODR bodies operating in the United Kingdom -- 4.2.5.1 ODR bodies -- 4.2.5.2 Consumer ODR in the United Kingdom -- 4.2.6 Conclusions regarding the cODR field in the Netherlands and the United Kingdom -- 4.2.6.1 Definition on ODR -- 4.2.6.2 Wide variety in forms of ODR procedures -- 4.2.6.3 Access to CDR -- 4.2.6.4 Bringing parties to ODR.

4.2.6.5 Levels of implementation of technology in ODR procedures -- 4.2.6.6 Loss of non-verbal cues and trust-building -- 4.2.6.7 Online text-based procedures -- 4.2.6.8 Digital qualifications of ODR staff -- 4.2.6.9 Legal qualifications of ODR staff -- 4.2.6.10 ODR as feedback and policy tool -- 4.2.7 Evaluation of cODR procedures -- 4.3 ODR procedures offered by online intermediary marketplaces -- 4.3.1 Relationships within online intermediary marketplaces -- 4.3.2 The ODR processes offered by online intermediary marketplaces -- 4.3.3 Examples of ODR processes offered by online intermediary marketplaces -- 4.3.4 Evaluation of the fairness of internal ODR procedures undertaken by online intermediary marketplaces -- 4.3.5 Court actions against online marketplaces -- 4.4 The EU ODR platform -- 4.4.1 The process of the EU ODR platform -- 4.4.2 Evaluation of the ODR platform and suggestions for improvement -- 4.4.2.1 Restricted scope -- 4.4.2.2 Limited functions -- 4.4.2.3 Voluntary nature -- 4.4.2.4 30-day deadline -- 4.4.2.5 Lack of standards of quality and expertise for ODR advisors -- 4.5 Conclusion -- 5 Standards of access and justice in cODR pathways -- 5.1 Introduction -- 5.2 The right to access to justice in European treaties -- 5.2.1 Procedural safeguards enshrined in Article 6(1) ECHR and 47 EU Charter -- 5.2.2 The development of access to justice from courts to ADR -- 5.2.3 The application of Articles 6(1) ECHR and 47 EU Charter to ODR -- 5.2.4 The importance of taking into account Articles 6(1)ECHRand 47 EU Charter in the design of cODR -- 5.2.5 Evaluation -- 5.3 Access to fair CDR procedures in EU legislative instruments -- 5.3.1 Quality in ODR -- 5.3.2 Standards of quality in sectoral EU legislative instruments -- 5.3.3 Standards of quality of the ADR Directive and ODR Regulation -- 5.3.3.1 Accessibility.

5.3.3.2 Independence, impartiality, and expertise -- 5.3.3.3 Transparency -- 5.3.3.4 Effectiveness -- 5.3.3.5 Fairness -- 5.3.3.6 Liberty -- 5.3.3.7 Legality -- 5.3.3.8 Summary -- 5.3.4 Quality of ODR at the national level -- 5.3.5 Evaluation -- 5.3.5.1 Accessibility -- 5.3.5.2 Independence, impartiality, and expertise -- 5.3.5.3 Transparency -- 5.3.5.4 Effectiveness -- 5.3.5.5 Fairness -- 5.3.5.6 Liberty -- 5.3.5.7 Legality -- 5.3.5.8 Summary -- 5.4 Access to a fair ODR procedure offered by online intermediary marketplaces -- 5.4.1 Quality in ODR processes offered by online intermediary marketplaces -- 5.4.2 The notion of online marketplaces -- 5.4.3 EU Regulatory framework for online intermediary marketplaces. -- 5.4.3.1 The P2B Regulation -- 5.4.3.2 The Digital Services Act -- 5.4.3.3 The GDPR -- 5.4.4 Evaluation -- 5.4.4.1 The P2B Regulation -- 5.4.4.2 The DSA -- 5.4.4.3 The GDPR -- 5.4.4.4 Summary -- 5.5 Conclusion -- 6 Consumer ODR as a pathway to individual consumer redress in the EU -- 6.1 Introduction -- 6.2 Access to fair cODR procedures offered by CDR bodies -- 6.2.1 Introduction -- 6.2.2 Access -- 6.2.3 Expertise, independence, and impartiality -- 6.2.4 Transparency -- 6.2.5 Effectiveness -- 6.2.6 Fairness -- 6.2.7 Liberty -- 6.2.8 Legality -- 6.3 Access to fair cODR mechanisms offered by online intermediary marketplaces -- 6.3.1 Introduction -- 6.3.2 Accessibility -- 6.3.3 Independence, impartiality, and expertise -- 6.3.4 Transparency -- 6.3.5 Effectiveness -- 6.3.6 Fairness -- 6.3.7 Liberty -- 6.3.8 Legality -- 6.4 The EU ODR platform -- 6.4.1 Enhanced information -- 6.4.2 Redirection -- 6.4.3 The integration of an online assisted-negotiation tool -- 6.4.4 An ODR function -- 6.4.5 A regulatory and feedback function -- 6.5 A monitoring framework -- 6.5.1 Monitoring framework for CDR bodies offering ODR procedures.

6.5.2 Monitoring framework ofODRoffered by online intermediary marketplaces -- 6.5.3 The EU ODR platform -- 6.5.4 A role for the civil court in the overall monitoring framework of cODR -- 6.6 The integration of enforcement mechanisms -- 6.7 Conclusion -- Bibliography -- Table of cases -- Annex I Respondents -- Annex II Survey.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

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