Applying online dispute resolution to prevent and solve conflicts between companies and customers: a case study by consumidor.gov.br
When conflicts between companies and consumers are judicialized, high costs arise in terms of time and resources, burdening both parties and society as a whole. In a scenario where non-judicialization is increasingly valued, Online Dispute Resolution (ODR) emerges as an extrajudicial method that use...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2024 |
| País: | Brasil |
| Institución: | Universidade de Brasília (UnB) |
| Repositorio: | Direito.Unb (Online) |
| Idioma: | portugués |
| OAI Identifier: | oai:ojs.pkp.sfu.ca:article/47290 |
| Acceso en línea: | https://periodicos.unb.br/index.php/revistadedireitounb/article/view/47290 |
| Access Level: | acceso abierto |
| Palabra clave: | Consumidor.gov.br Online Dispute Resolution ODR resolução de conflitos ODR (Online Dispute Resolution) Conflict resolution |
| Sumario: | When conflicts between companies and consumers are judicialized, high costs arise in terms of time and resources, burdening both parties and society as a whole. In a scenario where non-judicialization is increasingly valued, Online Dispute Resolution (ODR) emerges as an extrajudicial method that uses technology to resolve disputes using electronic means. This work aims to analyze the Online Dispute Resolution as a method of conflict resolution, using data from the 'Consumidor.gov.br' platform to assess the ability of the ODR to dejudicialize. Firstly, a theoretical framework was formulated regarding ODR, to then collect, structure and analyze data from the 'Consumidor.gov.br' platform. The research has a descriptive character, integrates qualitative and quantitative aspects, and applies inductive analysis. It is concluded that ODR is a viable and effective means of resolving consumer disputes, with the potential to absorb part of the Judiciary's demand, particularly from special courts. |
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