50+ enterprises began ODR pilots in the last 12 months
Disputes are resolved in days, not years
ODR can be incorporated at little cost and with ease
It can deliver 15-24% average savings in expenditure
Communication and resolution process is online and asynchronous
ODR is a mechanism to resolve disputes collaboratively outside of court. It integrates technology with trusted mechanisms of dispute resolution: negotiation, mediation, conciliation, and arbitration. It is built on the vision that disputes can be resolved seamlessly, from anywhere, by anybody, at a fraction of the cost and time incurred by traditional mechanisms.
First of its kind, the ODR Handbook contains valuable insights and learnings to equip you to successfully adopt ODR. As with every innovation, knowledge is power and this Handbook sets you up to become ODR-enabled. These champions of ODR attest to it.
Infosys | Ekstep
The ODR Handbook is an invitation for businesses to resolve their disputes in a way befitting the digital age. ODR can help resolve disputes quickly, build trust with customers and partners, and reduce the number of cases that go to the courts. This is a must-download for businesses, particularly those that deal with high numbers of small or medium value disputes and grievances.
President and CEO
The publication of the ODR Handbook is a watershed event in the development of online dispute resolution in India. This extensively researched and elegantly crafted resource offers a clear framework for businesses looking to integrate ODR into their operations. I invite any business interested in future-proofing their business model to read this document carefully and to integrate its recommendations into their strategic plan. ODR is the future of justice and consumer protection, and the ODR Handbook offers the most accurate map available for where India is going.
Founder and CEO
In the travel and tourism sector, ODR can offer quick data-driven low-cost grievance redressal solutions that significantly benefit customers, and add significant reputational value to OTAs and service providers. Do download the ODR Handbook to know more about the models of ODR and ways to integrate ODR into your business!
Vice President-Group Legal
Businesses are focussed on protecting their brand(s) and goodwill. To this end, I see ODR as seminal to brand value, especially for consumer-related issues. Conglomerates may consider implementing ODR systems such that a chunk of disputes are resolved well before they end up in litigation. The enclosed ODR Handbook is informative and handy.
As the world goes digital, dispute resolution must follow suit. ODR is not just an idea whose time has come - it is a necessity for modern businesses. The ODR Handbook is an essential primer for all things ODR. I highly recommend it
Advocate & Mediator
ODR makes easy and timely access to justice possible. Thanks to technology, I can now mediate between disputing parties caught in high-value complex disputes from the comfort of their home, and even when they are located across multiple countries. I have no doubt that ODR will change the landscape of dispute resolution in India across all spectrum of disputes. This Handbook beautifully captures how enterprises can open up to resolving disputes in a cost-effective and timely manner.
ODR forces us to reimagine dispute resolution from justice administered in a courtroom to a service that can be availed of anywhere.
It shifts the focus from adversarial court procedures to collaborative, mediated solutions.
ICICI Bank was one of the first banks to explore the efficiency of ODR in resolving disputes. They embarked on a pilot to resolve 10,000 retail loan disputes and discovered a significant drop in the average lifespan of a single case from 3 years to just 45 days.
Being able to resolve a case in as little as a month puts us in a much superior position vis-a-vis our previous dispute resolution options.
Orange Retail Finance, an NBFC in the business of providing financing solutions to support mobility and livelihoods for customers particularly in rural markets, started piloting ODR in 2020. Early results indicate that resolutions which normally take 8-12 months without ODR are being resolved within 45-60 days using ODR.
The net impact of ODR is that the market opens up as the finance cost becomes more affordable and drops the pricing.
Aajeevika Bureau is a non-profit dedicated to enabling migrant workers to claim their rights through a hybrid ODR model, using whatsapp and mediation. Prior to the COVID-19 lockdown, Aajeevika Bureau enabled 200-250 workers each month to recover INR 30 lakhs in unpaid compensation. During the 2020 COVID lockdown, Aajeevika Bureau helped recover a whopping INR 1.35 crores.
Once the workers are brought into the system, they can manage tasks. But our help is needed to get them ready to engage with ODR and present their complaint.
Lok Adalats are a government-run alternative dispute redressal mechanism, where pretrial or post trial pending disputes are settled amicably. COVID-19 lockdown brought to halt the Lok Adalat hearings which are traditionally conducted in-person in regional court premises. Quickly digitising the process and adapting to ODR, online Lok Adalats were vastly successful. Over 350 courts across 37 districts in Rajasthan were able to settle 33,546 matters, crossing a total settlement amount of INR 270 crores. In Delhi, 8112 cases related to money/debt recovery, motor vehicle and electricity disputes were settled at an aggregate of INR 46 crores.
udaan, India's largest B2B eCommerce platform participated in the first ever e-conciliation camp organized by an ODR provider in March 2021. In one month, udaan resolved over 1800 payment and financial disputes. Each dispute took an average of 126 minutes.
It is our endeavour at udaan to ensure minimal dispute escalations. We are continuously working towards swift resolutions through effective communication channels, thereby, avoiding judicial interventions while ensuring that the resolution is up to the complete satisfaction of the customer.
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To know why and how, download the ODR Handbook for free!