Advancing consumer dispute resolution in the digital age

In an era characterized by rapid digital transformation and globalization, the need for effective consumer protection and dispute resolution mechanisms is increasingly critical.

Access to effective dispute resolution and redress mechanisms are a legitimate need of consumers, as recognized by the United Nations Guidelines for Consumer Protection¹ (UNGCP). According to the guidelines, dispute resolution and redress mechanisms should be delivered to consumers in a fair, affordable, and speedy way whilst protecting related consumer rights throughout the process.

UN Trade and Development World consumer protection map indicates that 38 per cent of countries have cross-border out-of-court alternative consumer dispute resolution. It is worth noting that several consumer protection agencies facilitate cross-border consumer dispute resolution as a case-by-case modality. Moreover, only 34 per cent have cooperation agreement on dispute resolution.  

At the eight sessions of the Intergovernmental Group of Experts on Consumer Protection Law and Policy, member States have adopted a Declaration proposed by the Dominican Republic on cross-border dispute resolution and redress for consumers. The Declaration emphasizes the importance of effective mechanisms for resolving consumer disputes, particularly in cross-border electronic commerce.

Recognizing this need, UN Trade and Development has spearheaded research and policy development to enhance frameworks for Consumer Dispute Resolution (CDR). This webinar launches two publications that address these issues: "Consumer Dispute Resolution in the World" and "Technology and the Future of Online Resolution Platforms for Consumer Protection Agencies."

These publications are timely and pivotal, addressing the urgent need for innovative and inclusive consumer dispute resolution mechanisms. As digital commerce continues to grow, and as global crises reshape market dynamics, the need for robust, transparent, and accessible dispute resolution systems becomes more crucial. These systems not only protect consumer rights but also build trust in digital and global marketplaces, fostering a fair and equitable economic landscape.

The webinar will delve into the immediate future of online dispute resolution for consumers sharing initiatives and needs of UNCTAD member States and partners. A proposal for a technical cooperation project will be presented and discussed to chart the next steps in advancing consumer dispute resolution in the digital age.

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^1. UNGCP, General Assembly resolution 70/186 of 22 December 2015. Available at: https://unctad.org/en/Pages/DITC/ Competition Law/UN-Guidelines-on-Consumer-Protection. Paragraph 5 : “The legitimate needs which the guidelines are intended to meet are the following: […] (g) Availability of effective consumer dispute resolution and redress.

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