Online Dispute Resolution: On-line Resources

Commission Documents

• A/65/17 - Report of the United Nations Commission on International Trade Law (paras. 251-257)
• A/CN.9/706 - Possible future work on online dispute resolution in cross-border electronic commerce transactions
• A/CN.9/710 - Possible future work on online dispute resolution in cross-border electronic commerce transactions - Note supporting the possible future work on online dispute resolution by UNCITRAL, submitted by the Institute of International Commercial Law
• A/CN.9/681/Add.2 - Possible future work on electronic commerce - Proposal of the United States of America on online dispute resolution

Working Group Documents

• View all reports

UNCITRAL Texts

• UNCITRAL texts on International Commercial Arbitration and Conciliation
• UNCITRAL texts on Electronic Commerce

Complaint handling

• eConsumer.gov
• International Consumer Protection and Enforcement Network (ICPEN)
• European Consumer Centres Network (ECC-Net)
• International Consumers Advisory Network (ICA-Net)
• Economic Research Institute for ASEAN and East Asia (ERIA) Research Project 2009 No. 6 - Establishment of a Secure and Safe E-commerce Marketplace

Trustmark

• Better Business Bureau (BBB) OnLine
• Euro-Label
• TRUSTe
• Global Trustmark Alliance (GTA)
• Asia-Pacific Trustmark Alliance (ATA)

Relevant models

• MédiateurDuNet.fr (France)
• Electronic Consumer Dispute Resolution Rules (ECODIR)
• eBay online mediation experiment
• eCommerce Mediation Center (Republic of Korea)
• Consumer Protection BC (Canada)
• Concilianet (Mexico)
• International Centre for Dispute Resolution (ICDR) Protocol for Manufacturer/Supplier Disputes
• China International Economic and Trade Arbitration Commission Online Arbitration Rules
• Hong Kong International Arbitration Centre, Electronic Transaction Arbitration Rules

Relevant standards

• Alternative Dispute Resolution Guidelines Agreement reached between Consumers International and the Global Business Dialogue on Electronic Commerce
• American Bar Association Task Force on Ecommerce and ADR, Recommended best practices for online dispute resolution service providers
• CEN (European Committee of Standardization) Workshop Agreement on Standardisation of Online Dispute Resolution Tools (2007)
• European Code of Conduct for Mediators 2004
• European Commission Recommendation 98/257/EC of 30 March 1998 on the principles applicable to the bodies responsible for out-of-court settlement of consumer disputes
• European Commission Recommendation of 4 April 2001 on the principles for out-of-court bodies involved in the consensual resolution of consumer disputes not covered by Recommendation 98/257/EC
• Final Report and Recommendations of the American Bar Association's Task Force on Electronic Commerce and Alternative Dispute Resolution, Addressing Disputes in Electronic Commerce
• International Chamber of Commerce, Resolving disputes online, Best practices for Online Dispute Resolution (ODR) in B2C and C2C transactions 2003
• OECD Guidelines for Consumer Protection in the Context of Electronic Commerce (1999)
• OECD Recommendation on Consumer Dispute Resolution and Redress (2007)
• Regulation (EC) No 861/2007 of the European Parliament and of the Council of 11 July 2007 establishing a European small claims procedure
• Regulation (EC) No. 593/2008 of the European Parliament and of the Council of 17 June 2008 on the law applicable to contractual obligations (Rome I)
• Uniform Domain Name Dispute Resolution Policy and Rules for Uniform Domain Name Dispute Resolution Policy
• 2007 report of the Association of Southeast Asian Nations (ASEAN) Coordinating Committee on Consumer Protection

Language

• E-Commerce Claims Redress Interchange (ECRI)

Electronic database

• Case Law on UNCITRAL Texts (CLOUT)
• WIPO Electronic Case Facility (WIPO ECAF)
• TAO-OAM (platform launched by Madrid Court of Arbitration)

Security

• ISO 27001 and 27002

Related proposals

• US Proposal to the OAS Seventh Inter-American Specialized Conference on Private International Law (CIDIP-VII) - Legislative Guidelines and Model Laws on Consumer Redress Mechanism
• Joint proposal put forward by Brazil, Argentina, and Paraguay to the OAS Seventh Inter-American Specialized Conference on Private International Law (CIDIP-VII) - Draft Convention on Consumer Protection and Choice of Law
• Proposal for a Directive of the European Parliament and of the Council on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Directive on consumer ADR)
• Proposal for a Regulation of the European Parliament and of the Council on online dispute resolution for consumer disputes (Regulation on consumer ODR)
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