Designing Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes

Gill, Chris and Williams, Jane and Brennan, Carol and Hirst, Carolyn (2016) Designing Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes. Legal Studies, 36 (3). pp. 438-463. ISSN 1748-121X

[img] PDF
4306.pdf - Published Version
Restricted to Repository staff only

Download (246kB) | Request a copy
Official URL:


This article proposes a model for designing consumer dispute resolution (CDR) mechanisms (including conciliation, adjudication, arbitration, and ombuds schemes). This field has expanded significantly in recent years, replacing courts as the primary forum of dispute resolution in some areas of consumer-to-business activity. This expansion has been ad hoc, with a lack of consistency in the design of CDR mechanisms and in the overall shape of the CDR landscape. In light of the recent implementation of the EU’s Directive on Consumer Alternative Dispute Resolution and Regulation on Consumer Online Dispute Resolution, Dispute System Design (DSD) requires urgent attention to ensure that the design of future mechanisms is based on coherent principles. A failure to address this issue risks undermining the legitimacy of state-sanctioned dispute resolution. The model described in this article proposes a systematic approach and aims to: synthesise existing DSD models; apply the concepts of DSD to the field of CDR; and provide a framework that may be of use in other disputing contexts.

Item Type: Article
Divisions: School of Arts, Social Sciences and Management > Business, Enterprise & Management
Date Deposited: 15 Mar 2016 11:36
Last Modified: 02 Feb 2017 15:44


Activity Overview


Actions (login required)

Edit Item Edit Item