Course overview
Online dispute resolution (ODR) can reduce case handling time, improve access to redress and provide consistent records for high-volume disputes. It also creates legal, procedural and operational risks when digital channels are introduced without clear rules for consent, confidentiality, accessibility, evidence, neutral appointment and escalation. Banks, public bodies, platforms, insurers and large employers need ODR services that are fair, defensible and usable by parties with different levels of digital access.
This course examines how to design, implement and manage an ODR service from intake through settlement, decision and closure. Participants assess dispute portfolios, select suitable resolution tracks, build triage rules, configure negotiation and mediation processes, and establish digital hearing procedures. The course addresses the legal implications of electronic consent, jurisdiction, due process, enforceability, privacy, records retention and digital evidence. Participants also examine platform requirements, supplier controls, case-management governance, performance measures and implementation risks.
Teaching combines instructor briefings with sector-based case work, facilitated group analysis, ODR simulations and implementation planning. Cases reflect consumer complaints, commercial claims, workplace disputes, public-service redress and cross-border matters. Participants leave with an ODR implementation pack containing an operating-model outline, triage decision tree, platform requirements checklist, governance framework, KPI set and 90-day action plan. A certificate of completion is issued to participants who complete the course.
The course is suited to legal, compliance, customer resolution, procurement, digital transformation and dispute-resolution professionals who are responsible for introducing, improving or governing online dispute processes.
