Title: Collaborative Solutions: Cross Disciplinary Approaches to Achieve Global Sustainability Goals
Editors: Gautam Agrawal, and Dr. Swati Singh
ISBN: Dr. 978-81-69857-19-2
Chapter: 4
DOI: https://doi.org/10.59646/765/4
Authors: Apoorva Dixit, Komal Dakoria, Saksham Goswami, Roshni Thankur, Anurag Chaudhary, Devshi Ghildiyal, Parth Bansal
Abstract
Online Dispute Resolution (ODR) has emerged as a transformative force in the landscape of conflict resolution, evolving from experimental private sector initiatives to integrated components of national justice systems. This paper traces the historical evolution of ODR from its origins in the mid-1990s through its current proliferation across both commercial and public contexts. It examines the technological foundations that distinguish ODR from traditional Alternative Dispute Resolution, particularly the concept of technology as a “fourth party.” The paper analyzes key applications across e-commerce platforms, court systems, and specialized dispute contexts, drawing on case studies including eBay’s Resolution Center, British Columbia’s property tax appeals system, and India’s DRISTI platform. It critically evaluates ODR’s impact on access to justice, identifying both transformative potential and persistent challenges related to digital inclusion, due process, and systemic integration. The paper concludes by considering future trajectories, including artificial intelligence integration, asynchronous procedures, and regulatory frameworks under development in jurisdictions such as the United Kingdom.