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ACCP Completes the Feasibility Study on the ASEAN Online Dispute Resolution (ODR) Network

ASEAN , 30 December 2020

The ASEAN ODR Network Feasibility Study highlights the broad process of setting-up national ODR schemes, taking into consideration recent developments of ODRs worldwide and most importantly within the AMS. The ODR serves as a viable mechanism to empower consumers and ensure that they can resolve any disputes with businesses in an easy and efficient manner.  The ODR is not only an online portal through which consumer complaints are filed and received, but also covers the processing of complaints and facilitating the communication between consumers and businesses in question either with or without a third party involvement.

 There are multiple options for the design and management of an ODR system, each with their pros and cons. The Study highlights selected approaches pursued by jurisdictions around the world, at both national and regional levels, on how to design, set up and manage ODR systems, along with the lessons learnt.

 In order for a regional ODR network to function properly, national ODR systems need to be put in place first.  Following the establishment of national ODRs, a pilot system can be established across sectors and countries to assess the interoperability of the national ODR systems.

 The establishment of the ASEAN ODR Network is one of the deliverables under the ASEAN Strategic Action Plan on Consumer Protection (ASAPCP) 2025 and is an ASEAN Committee on Consumer Protection (ACCP) key deliverable for 2020.  The Feasibility Study was commissioned by the ACCP and supported by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) under the PROTECT Project.  The completion of the Feasibility Study is the first step towards establishing the ASEAN ODR Network.  The next step is to develop the ASEAN ODR Guidelines which is set for completion in 2021.

The full study can be downloaded here.